How are emergencies handled in a village setting?

Emergency response in a village setting works differently from the individual customer model. For villages, emergencies are configured per village's protocol — there's no single Lumin-set default that overrides what the village wants.

How village emergencies are configured

When Lumin deploys at a village, we work with the village to set up the emergency protocol. The protocol covers:

• Who's alerted first when a resident presses the emergency button or pendant
• What happens next — internal escalation, contact with family, dispatch of help
• Which third-party monitoring partner (if any) is part of the protocol This is decided by the village, not by Lumin. We implement what the village's care model and risk profile require.

Common village emergency models

Villages typically choose one of these patterns: 1. Village staff first response. The on-call village staff (or after-hours service) receive the emergency alert. They respond directly — often physically present in the building — and call emergency services if needed. 2. Third-party 24/7 monitoring centre. A professional monitoring partner, chosen by the village, receives the alert and triages. They contact the resident, dispatch help, and inform village staff and/or family per the protocol. 3. Hybrid model. Village staff during business hours, third-party monitoring after hours. 4. Direct to family/Supporters. Smaller villages, or those without on-site staff, may default to alerting the resident's family Supporters first.

Default if no protocol is set

If no village-specific protocol is configured, the default is alert to Supporters — the same as the Individual Ease of Mind plan. This isn't usually the right answer for a village, so it's important that a protocol is set during deployment.

What residents experience

For residents, the experience of pressing the emergency button is the same regardless of the protocol behind it:

• Press the emergency button on the CareHub or pendant
• The button confirms the alert is being raised
• Within seconds, someone — either village staff, a monitoring centre, or family — is on the way Residents don't need to know which protocol applies. The village (and Lumin) handle that complexity behind the scenes.

Coordinating across systems

For villages that use clinical care management software alongside Lumin, emergencies can be coordinated:

• Lumin Connect integration with the care management software lets emergency events flow into the village's existing clinical record
• Staff who use the clinical system see the event in their normal workflow
• Lumin doesn't replicate the clinical record — it feeds the existing one

Reviewing or changing the protocol

If your village's emergency protocol needs to change — new monitoring partner, different escalation rules, hours adjustment — contact Lumin Support. Changes to emergency protocols are handled carefully because they affect resident safety; we'll coordinate with the village's relevant decision-makers.

What this article doesn't cover

• Specific village protocols. Each village's protocol is village-specific and documented elsewhere — not in this KB.
• Emergency response operations. Staff training and incident management are the village's responsibility.
• Clinical protocols. Lumin isn't a clinical system. Clinical escalation and care planning live in the village's clinical record.