Articles on: FAQ's

FAQ: Emergency call centre

This page provides answers to questions about the emergency call centres JAMES works with, including connecting your device, alarm handling, and the service providers that operate the emergency call centre service in each country.

Contents:

How can I connect my JAMES emergency device to an emergency call centre?
What is the 24/7 emergency call centre procedure in the event of an alarm?
How can emergency services get into my apartment/house in an emergency? How do they get my front door key?
Can there be costs for deployments or false deployments?
How much does the 24/7 emergency call centre add-on tariff cost?
What if the service user is on holiday? Does the emergency call centre also work abroad?
Which emergency call centres does JAMES TeleCare work with? Which emergency call centre is contacted in an emergency?
List of emergency call centres

How can I connect my JAMES emergency device to an emergency call centre?

If you would like to add an emergency call centre that is available around the clock to your JAMES emergency device in addition to the alerting chain (your emergency contacts), simply log in to the JAMES webshop with your customer account. There you can book the “24/7 emergency call centre” add-on tariff.

If you are ordering a new device, you can add this tariff directly to your cart as an add-on option during the initial purchase.

What is the 24/7 emergency call centre procedure in the event of an alarm?

The emergency call centres follow this process:

First, they try to speak to the service user via the watch.
If this is not possible, all phone numbers of the service user are called (mobile phone, landline).
Next, the stored contact persons of the service user are called.
If none of the previously contacted persons can be reached or no help can be organised on site, the local emergency services are notified. This may vary depending on the region. In addition, both the current location of the watch and the information that was provided when connecting to the emergency call centre and/or recorded in the JAMES web portal are forwarded to the emergency services. This includes information about contact persons, pets in the apartment/house, medication, relevant allergies, and so on.

ATTENTION: If the door is locked, it may be necessary in an emergency to open it or force entry. We therefore recommend leaving a key with someone or using a key safe and storing the relevant code in the web portal under “Alarm information”.

How can emergency services get into my apartment/house in an emergency? How do they get my front door key?

In an emergency, the door may have to be forced open, as with any rescue operation. To avoid this, we recommend leaving a key with someone or using a key safe. The code and/or a description of how to access the apartment/house should be stored in the web portal under “Alarm information”.

Can there be costs for deployments or false deployments?

If no key is stored at the place of residence, e.g. in a key safe, it may be necessary to involve the fire brigade to open the door in an emergency. This can result in damage to the door as well as costs for the fire brigade deployment.

Depending on the region, it may also happen that an ambulance service charges for the call-out if hospital admission is not required.

How much does the 24/7 emergency call centre add-on tariff cost?

You can find the current monthly or annual prices and costs for the emergency call centre tariff here:

Tariffs – everything about the JAMES tariff and the add-on tariffs – JAMES Shop

What if the service user is on holiday? Does the emergency call centre also work abroad?

Our emergency call centres in Germany, Austria and Switzerland can only provide support in alarm situations within German-speaking regions.

If the watch wearer is on holiday in a non-German-speaking country, support by the emergency call centre is not possible.

The emergency call centres in the UK and BENELUX respond in the respective national languages.

Which emergency call centres does JAMES TeleCare work with? Which emergency call centre is contacted in an emergency?

We work with local emergency call centre providers in different countries. This list is constantly being expanded. Currently, these are:

AUSTRIA	GERMANY	SWITZERLAND	NETHERLANDS	BELGIUM & NETHERLANDS
BringOff Assistance OGIndustriestraße 35, 3130 HerzogenburgAustriaoffice@bringoff.eu+43 2782 90900	Arbeiter-Samariter-Bund Landesverband Hessen e.V. Feuerwehrstraße 5 60435 Frankfurt am MainGermanyinfo@asb-mittelhessen.de+49 69 5484 044-0	Curena AG (Swiss Red Cross)Seminarstrasse 288042 Zürich Switzerland+41 58 105 05 00	AltideAltingerweg 1 9411 PA BeilenNetherlandspa@altide.nl+31 88 980 09 53	Z-PlusTramstraat 619052 GentBelgiuminfo@z-plus.be+32 78 055 900