5Star Urgent Response - Safety

5Star: Helping with Public Safety.

The 5Star Urgent Response service is designed to reassure people on the go that emergency assistance always travels with them. An integral element of the 5Star service is the certification process that ensures 5Star Response Agents always maintain a consistent response protocol, designed in collaboration with PSAPs and public safety organizations (APCO and NENA). 5Star Agents are highly trained to support local emergency service responders, dispatchers and 9-1-1 Operators/PSAPs in performing their critical, life-saving tasks, with a special emphasis on handling non-emergency calls.

5Star is not a substitute for 9-1-1

GreatCall recommends that all 5Star subscribers who experience a potential emergency always bypass 5Star and contact 9-1-1 directly.

GreatCall’s Public Safety Partner Organizations:

  • Association of Public-Safety Communications Officials (APCO)
  • National Emergency Number Association (NENA)
  • National Academies of Emergency Dispatch (NAED)

Important Information for PSAPs and Responders:

How does a PSAP obtain a 5Star subscriber’s name and address information in the event of an emergency?

If a PSAP has identified an emergency and needs customer name/address information, the 5Star Response Center can provide that information to the PSAP if requested through a fax transmission of the PSAPs exigent situation information request to GreatCall. However, 5Star is not able to track customers who have not dialed 5Star or locate lost phones.

You can use either of the following two forms:

What additional information will 5Star be able to provide an emergency responder?

5Star Response Agents have access to and are able to share all personal information the subscriber has provided to 5Star including:
  • Basic contact information
  • Locations frequented, such as home, office and/or vacation home.
  • Emergency contacts
  • Medical information, such as medications, medical conditions, allergies and/or doctors.
  • Vehicle information, including description and license plate information
  • Any additional information provided by the subscriber.

How will 5Star process Law Enforcement Inquiries?

When a PSAP is requesting information for an exigent situation and needs information immediately, the requesting agency’s Emergency 9-1-1 Information Request Form will be faxed to GreatCall. GreatCall will contact the PSAP and provide the name, address, and additional profile information as requested.

You can use either of the following two forms:

5Star will notify the subscriber’s emergency contacts, if requested by a PSAP, to meet at a hospital or other location. This may be done through a conference call or directly by the 5Star Response Agent.

GreatCall is not able to ping a 5Star Responder device or smartphone (iPhone or Android) for a subscriber. The PSAP would have to call the carrier of record directly to ping the location of a specific subscriber’s device or smartphone.

In a non-urgent situation, 5Star will require a subpoena and formal written request from a law enforcement entity. Additional information on this process is available on the GreatCall website at http://www.greatcall.com/support/recordsrequest.aspx .

PSAPs and Responders can reach GreatCall’s 5Star Response Centers by:

PHONE: 5Star Urgent Response Center:
             1-855-464-8066
             GreatCall Customer Care:
             1-800-463-5412

FAX:      GreatCall Customer Care:
             1-760-438-9790

EMAIL:    customerservice@greatcall.com

MAIL:     GreatCall, Inc., Attn: 5Star, P.O. Box 4428
              Carlsbad, CA 92018

NENA / APCO: Customized Training for PSAPs

The APCO Institute and NENA have worked with GreatCall’s 5Star Urgent Response Call Center team to develop a customized curriculum that can be used in PSAP Centers and first responder organizations.

Public Safety Access Point (PSAP) Training includes the following:

  • 5Star Overview Video
  • Frequently Asked Questions
  • Recommended Standard Operating Procedures

Request a copy of this training DVD