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T ISSUE 3

2Q 2012

VRI

Ohio Governor John Kasich on a recent visit to VRI making a speech in the Care Center.

OHIO GOV. MAKES A VISIT TO VRI MEET OUR NEW VP’S NEW DIGIPERS DCL-32 www.monitoringcare.com

VRI 2012

LIVEWELL magazine | Q2 2012


TABLE

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CARE PARTNER NEWSLETTER

ISSUE 3 Q2 2012

Cover Story Ohio Governor John Kasich It’s not every day CEO Andy Schnoonover and President Chris Hendriksen become state-wide TV stars, but on this day VRI gained some well deserved notoriety.

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There are new faces around VRI that are already making big waves and creating new opportunities for VRI. Meet our new VP of Sales and our new VP of Operations.

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Take a look at the new DCL-32 Digital PERS unit. We will explore the in’s and out’s of this easy to use unit and give some key selling stats to help you close the deal.

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A Hero’s Story. Check out one Care Center employee’s effort to save a clients life as she was being robbed in her own home.

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A MESSAGE FROM ANDY SCHOONOVER

BEAT THE HEAT! I hope you all had a safe and happy 4th of July. I personally spent my 4th with my nephews lighting off our own personal fireworks display in their cul-de-sac in Missouri. I reminisced with them and the rest of the family about the times when I was young and dumb, when we had the roman candle wars and bottle rocket fights with friends in the field next to our house growing up. “That’s where you got those burns in your shirt,” my mom exclaimed. I think you’ll agree, there is nothing like grilling out and enjoying the company of family on the 4th of July. One of the first things that I got to do on my return from the mini vacation was to speak at VRI GO!, our monthly orientation for new employees. This month we have an astounding 27 new people joining VRI. I love to be a part of a growing company. I know that we are playing a key part in not only helping the elderly and sick stay in their homes, while also helping those looking for employment find great job opportunities. There are quite a few new things going on at VRI: Quality, Quality, Quality. I preach it all day long. I want you all to have the best service possible. One of our values is: “We set the industry standard for quality in every service we provide”. We have developed a company scorecard that rates key metrics that allow the management team to determine how we are doing and ensure that VRI is the leading provider of remote monitoring services. I know this is not an employee newsletter but my philosophy is that happy employees that are passionate about what they do, provide “heroic” customer service. Therefore, I thought I’d share some of the details about our “Employee Satisfaction” metric we are using to ensure that our employees are happy to be here.

CONTACT US Chris Hendriksen - President chris@monitoringcare.com Andy Schoonover - CEO andy@monitoringcare.com Brad Lawson - VP Sales blawson@monitoringcare.com Salli Duncan - VP of Operations sduncan@monitoringcare.com

100% would recommend working at VRI to a friend. 95% believe they will be working at VRI in 12 months. 95% believe that we live by our core values (found here: http:// www.monitoringcare.com/about/index.asp). 95% believe that the management team cares about them. 98% are proud to be a part of VRI. That is good stuff and we hope that you see it in the service we deliver on a daily basis. I’ll share some more metrics in future newsletters. We want to be transparent with you and your teams. We want you to know how we are rating ourselves to highlight what we are doing well and what we need to improve upon. That is true partnership. Thanks again for all of your support. Have a great summer. Stay Cool and as always, Be Safe, Live Well.

Leslie Justice - Customer Service/ Care Partner Team Manager ljustice@monitoringcare.com

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Welcome to the Team. He’s the new man around the VRI campus, and she’s already making an impact with VRI. Some of you met him at the VRI Care Partner conference, most of you will know who she is very quickly. Who are we talking about? Our two new VP’s here at VRI. Brad Lawson (VP of Sales) and Salli Duncan (VP of Operations) joined the VRI staff earlier this year. Both Brad and Salli have already made an impact at VRI with experience from successful companies with histories of growth. Brad’s pedigree started early while attending the University of Cincinnati before moving on to University of Dayton for his MBA. He has worked for many local companies such as Reynolds and Reynolds as a Financial Analyst and at NCR (where VRI founder Darren Torrence once worked) as an Account Executive. His big break came through at the online health information site, WebMD. You may have heard of the company (and even visited their site for your latest ache or pain) which specializes in providing health information. Brad served as both the Senior Director of Employer Sales and as Senior VP of Sales and Health Coaching. VRI is excited to have Brad join our Sales and Marketing team. Brad will help align our Sales Staff as well as provide strategic insight to our Care Partners.

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If you were lucky enough to hear him speak at this years Care Partner Conference, Brad provided insight on the different selling strategies of the PERS industry and also how to incorporate Telehealth into the sales portfolio. “We are excited to have Brad join us,” VRI CEO Andy Schoonover said about Brad. “It has been a long search to find a Vice President of Sales and Marketing and we were glad that someone who knew our business already as a consultant was able come on board and dive in head first.” Brad’s first task will be to align VRI’s sales strategies and provide streamlined marketing initiatives that can be passed along to the Care Partners. “I think the most important item that you can use is the power of selling through channels that produce results,” Brad said during a recent conversation. “My focus is on growth; both for our Care Partners and our team.” With his success at WebMD and most recently at Specialist on Call (a telemedicine consultation group), Brad hopes to provide useful tools that can be leveraged by our Care Partners. On the operations side, we are happy to welcome our new VP of Operations, Salli Duncan. Her contagious laughter and bold personality fit well within the VRI executive team and she is a welcome addition. After graduating from Miami University in Ohio, Salli began her career as an ICU nurse at Miami Valley hospital before moving to a local Non-Profit health plan, CareSource. While at CareSource, Salli held

LIVEWELL magazine | Q2 2012


many roles including Quality Improvement and Care Management before becoming Vice President of Network Operations where she helped Care Source grow from 50,000 to over 900,000 members. Salli has already made an impact by improving the internal operations at VRI including: streamlining contracting and working towards efficiencies in inventory and customer service. If you get the chance to visit VRI, you’ll see white boards with operational goals and metrics, all of which VRI is continually working towards improving on and to make your experience with VRI better. “We needed someone who understood our growth, our challenges and our values,” President Chris Hendriksen said. “There were a lot of good candidates we interviewed, but we wanted someone exceptional. When we found Salli, it was unanimous that she was going to be a great fit.” “I think one thing we really need to focus on in the short term are solutions that improve the quality of service we provide to you, our Care Partners,” Salli said. “There are many tools [VRI] has to offer and it’s about getting them into your hands to help you grow.” Now that we have said “hello” we would love to hear from you! While Brad may be on the road, he’s only an email away, blawson@monitoringcare.com. Salli can be reached at sduncan@monitoringcare.com

Time to Say Goodbye. At VRI, we think of ourselves as one big family, always willing to help out. We spend many hours together during the day and for some of us, even after hours. It’s never easy to say goodbye, but last month we said good bye to a dear friend and colleague, Darren. He has officially traded in the work shirt for the golf shirt. Many of you know that former VRI founder, Darren Torrence, was taking the winter off to spend more time with his family and improving his backswing in Florida. Once summer came, Darren knew that returning from the manicured greens was going to be tough, and he decided in June to officially retire from VRI. As many of you know, Darren started VRI in the basement of his house back in 1989 and grew the company to what it is today. His vision, passion and outlook on the business will be missed but we are confident that the values and passion for helping others will continue to live on. Darren still will have his hands in VRI, continuing to serve on the Board of Directors and helping on some speical projects. We are sad to have Darren step away from the day to day operations at VRI, but we are excited for his new endeavors. Darren was an integral part of VRI and we will continue to live the values and build upon the foundation that he has created. If you get a chance, you can still send your best wishes to Darren, we haven’t turned off his email account... yet. Darren can still be reached at darren@monitoringcare.com and I’m sure he will appreciate any help on his putting game.

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VIP Visitor. Many of you that have visited VRI know that Dayton, Ohio was hit hard by the recent recession that gripped the nation. Unemployment in the area topped 13% with many companies leaving the area for greener pasture. VRI has bucked the system and was recognized in a big way recently with a visit from John Kasich, the Governor of Ohio. The story of how Ohio Governor John Kasich (R) came to know of VRI is the epitome of the VRI value of working hard and having fun. While attending a town hall meeting close to VRI’s corporate headquarters, CEO Andy Schoonover raised his hand to ask a question on how the state was helping out growing companies like VRI. What came out of the Governor’s mouth would set the tone for several meetings. “You, the guy with the crazy hair in the back of the room,” was the call to Andy from the Governor. From that point forward, Andy and VRI stood out both in person, and in the Governor’s mind. Governor Kasich promised to put him in touch with Ohio Health Care Transformation Coordinator Greg Moody and personally visit VRI. Both things have happened and more cooperation is in the works.

of keeping people in their homes as opposed to hospitals or long-term care facilities,” said Andy. Growth for VRI has been phenomenal. Revenues for 2012 are expected to grow by more than 30% over 2011 and could quadruple in the next five years. VRI serves nearly 80,000 clients in all 50 states. VRI currently has 160 employees, and expects to add 125 more over the next several months. Ohio Governor John Kasich was on hand for the announcement, saying that what the company is doing is the future of medicine in this country. “This is a place that allows people to stay at home, get better health care with more convenience and is lowering our health care costs,” he said. “I can’t think of anything better.” “I’m encouraging them to build permanent relations with our community colleges -- with our four-year institutions -- so they can have a constant flow of fresh, young, talented, smart folks who can help them build this business to the next level,” he said. Ohio provided $367,000 worth of job creation tax

The reason for the visit last month was because of the tremendous growth VRI has experienced over the past 5 years. When Andy Schoonover and Chris Hendriksen left Stanford University, the two entrepreneurs decided they wanted to own a cool technology-based company. However, instead of staying in Silicon Valley, they headed to Ohio, and bought Valued Relationships, Incorporated (VRI). “We knew that technology had to be a big part

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LIVEWELL magazine | Q2 2012


credits over seven years to help with the expansion. The governor said the return-on-investment for the state will be one year.

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“I think about it like it’s my own money,” said Kasich. “I am not into corporate welfare or handouts or any of this other stuff, but where we can help out and where it’s legitimate and where we get the job growth, it’s appropriate that we do it.”

You just have that good Midwest feel here.”

Kasich said it’s another sign to young people that Ohio is cool and they don’t have to leave the state to succeed. In fact, he and Jobs Ohio President Mark Kvamme plan to go to Silicon Valley in the near future and they’re considering taking Andy and Chris with them to help make their pitch.

“I don’t think of it as just a job,” she said. “It’s coming in to help people. I think of if it was my grandmother or grandfather. I’m coming in to help them.”

“We have the work force. We have the technology. We have the capabilities,” said Kvamme. Andy said the main reason VRI stayed in Franklin is because of the people in the Cincinnati and Dayton areas who have become employees. “It feels like family here. It feels like people who really care about our end users,” he said. “I don’t know if you can replicate that in many parts of the country.

One of those workers is Care Representative Brooke Schubert, who has been with the firm for about a year. She said she loves being at VRI.

Looking ahead, Schoonover said global expansion is a possibility. However, for now he’s concentrating on Ohio and its coolness. “If the Governor allows us the opportunity to continue to build companies here that allow people to advance their career, I think that’s the key in keeping Ohio cool or bringing cool people to Ohio and retaining them here,” he said.

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UPDATE

CARE PARTNER NEWSLETTER

ISSUE 3 Q2 2012

One Stop Shop! If you haven’t had a chance to check out the Care Partner Device Catalog, then you’ve been missing out on one of the best resources for you to use in the field. If you have been utilizing this tool, it just got better. The 2012 VRI Care Partner Device Catalog just underwent some slight modifications to help you get more knowledge about our product offerings. We realized that we simply had too many choices of equipment that were out dated or being phased out. We’ve streamlined our portfolio to give you the best of what we have. Along with that, we’ve added a pricing structure that makes sense. For the first time ever you can now receive Care Partner volume discounts at VRI. We have broken it down into PERS, Personal Help Buttons, Medication Adherence units and Accessories. You can see all our offerings on one page. Along with the new product guide, we’ve simplified the ordering process. Log onto www.vridealers.com, click on the “Inventory” tab and select “Order Equipment.” From there you can select the units that you need to purchase or rent and submit right to our Care Partner team. On the run? We’ve got you covered too. From your laptop, smart phone or tablet send us an email to dealers@monitoringcare.com and we’ll process the order and send you confirmation.

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NewBuilding NewFaces NewGrowth 80,000. That’s the number of clients that VRI is currently monitoring across our services. That number represents a 15% growth in just the first half of 2012. This surge in clients meant that we simply out grew our space. Many of you who attended the Care Partner Conference in 2011 saw that we only occupied approximately 2/3 of our building. We are happy to say that now occupy 100% of our Franklin building and are still looking for a place to expand! Along with adding more space, we’ve also added a few new people to Customer Service and the Care Partner team. We want to ensure that you are receiving the best possible service when you call in to VRI, and it seems like we are adding a new smiling face each month. We’d like to welcome the following new team members: Customer Service: Kathy Von Almen Ricardo Fortuna Mike Haney Mick’el Simmons Care Partner Team: Melissa Williams Sara Jean Cathelyn Denise Killian Give them a call, shoot them an email, get to know the new staff. You will be speaking with many of them when you call-in, in addition to our already seasoned Customer Service and Care Partner Team staff members. We are excited to have them on board! If you have any questions, please contact Leslie Justice at ljustice@monitoringcare.com

LIVEWELL magazine | Q2 2012


Care Center HERO

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CARE PARTNER NEWSLETTER

ISSUE 3 Q2 2012

It goes without saying that we have great people here at VRI and one recent story will be told over and over again thanks to the heroic effort of one of our Care Center representatives. Jenna Sisler was working a seemingly normal shift when a call came in that she felt was out of the ordinary. An alert came in during the third shift (approx 2 am) for a 93 year-old woman that had pressed her button, “just to test,” during the late hours of the evening. However, something didn’t seem right. “I had a feeling, I had no other indicators,” Jenna said. She stayed on the line and what she heard next were voices from two intruders who had entered the home of the client demanding prescription pills and money. They tied her up and had no idea that Jenna was listening and sending help. During the robbery Jenna called into the home, but with the thugs watching closely, the client Ruby Mae, had to pretend she was fine. But Jenna’s instincts told her otherwise. Jenna could sense that something

wasn’t right. Ruby Mae had used her medical alert device to broadcast the crime to dispatchers, all while Jenna was on the line. Ruby Mae and Jenna were able to meet after the incident so that Ruby could meet the woman who helped put two teens behind bars. Jenna made the trip from the Dayton-area to Snyder’s home, but in a way, she’s already been in the house. “I felt horrible that I couldn’t tell you that I was there,” Jenna told Snyder when they met. “But I couldn’t tell you so that I could get help there. I didn’t want them to know I was listening.” Sisler called Marion Police, who surrounded the house, and arrested the two teens. The event was recorded on tape and handed over to the officials so that the two teens could be prosecuted in court. Thanks to Jenna, a life was saved from a potentially dangerous situation. If you have any similar stories you’d like to share, we invite you to email them to us a jmcelroy@monitoringcare.com

LIVEWELL magazine | Q2 2012

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EQUIPMENT

CARE PARTNER NEWSLETTER

ISSUE 3 Q2 2012

The DCL-32 Digi PERS. VRI continues to expand its product offerings, this time adding another digital unit to the portfolio. In an effort to move forward with VoIP compatible products, our newest “Digi” PERS system, the DCL32 offers excellent features and is exclusive to VRI. Like all of our other VoIP solutions, the DCL32 is compatible with most VoIP and POTS telephone services and is suitable for use on most telephone networks. Among all of our systems the DCL32 is one of the smallest; yet it packs features that you expect from a solid PERS unit. The case of the DCL32 is a glossy black color. This allows for easy cleaning and refurbishment and also provides the unit with a sleek and modern look. The red oval HELP button is softly illuminated so that it may be seen at night but it will become brighter when the alarm is activated. There is a red LED light next to the help

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button that will light up when the unit is in alarm as an indicator that the unit is dialing. It will also light up when the unit is sending maintenance signals. Next to the green reset button is the green power light to indicate that the unit is operational and to also let you know if there is a technical issue that requires attention by flashing. Although the case is small, the speaker is loud and clear. The unit can operate in full- duplex mode allowing for non-toggled communication or it can be switched to half-duplex mode to allow the speaker to be louder for the client and to make the microphone more sensitive for the Care Center representative in order to better hear the client when needed. The unit’s power supply has a plug that connects to a jack on the back of the unit which makes it easy to replace the power cord in the event it gets damaged. The unit also has a battery power switch used to protect the battery for discharging during shipping. The backup battery will keep the DCL32 operational for up to 32 hours when fully charged. Like the CL52, the DCL32 may be programmed to work with smoke and fall detectors. A total of 10 wireless devices may be programmed to the DCL32. You can program up to two pendants or fall detectors thorough the “Learning Mode” which is done by pressing the Help and Reset buttons in a specific sequence. A third pendant may be programmed for “Silent Pendant” mode, which is used for domestic violence monitoring. And up to 7 more pendants, smoke detectors and other wireless devices may be programmed to the DCL32 using “Learn-in Device” mode. Lastly, the pendants have a range of approximately 300 meters (984 feet) open field, making this pendant one of the longest range pendants available. The DCL32 is available though VRI and can be ordered on www.vridealers.com for immediate shippment.

LIVEWELL magazine | Q2 2012


AT&T Partnership

Web Enhancements

VRI is happy to announce a new partnership with AT&T mHealth solutions. The announcement was made public at the ATA conference in San Jose, CA in March with VRI CEO Andy Schoonover and AT&T executives.

We have made several upgrades on our Web Portal to make is easier for you to work with us. You are now able to complete your own services by clicking on the job tab. • After you click on that tab you will want to scroll all the way to the right of the screen and click on the complete button. • This is for all services but new installs.

VRI will be the back end monitoring platform for AT&T’s mobile helath platform which has begun selling telehelath solutions to health plans and providers across the United States.

You can also now complete your own disconnects as well. There are two ways this can be done. • The first is to search for the client and then click deactivate. This will automatically complete the disconnect service. • The second is to click on the job tab and then click the complete button.

VRI is excited by the partnership as it demonstrates the value of the products and services that VRI offers, and strengthening the value of the brand.

Care Center Stats It goes without saying that the Care Center staff at VRI handles a lot of volume. If you are fortunate enough to visit VRI, you’ll see a busy Care Center handling many different types of alarms. Here are a few metrics to show you how busy they’ve been so far in 2012:

Response Time Priority Alarms Daily Average Highest Day Total Med Disp. Alarms Total Alarms Q2

5.04 seconds 174,284 Q2 1915 Q2 2,544 (4.11.12) 429 avg/day 373,871

ProductUPDATE Recently, VRI received a letter from Bosch Telehealth and Care Solutions that will impact the product availability. As a result, VRI will no longer be offering the Bosch PERS product line. (Bosch Care Phone 10 and Carephone 62) If you have any questions on this issue, please contact Chris Hendriksen at chris@monitoringcare.com

You now have the ability to swap your own units. • Search for the client that you need to do the swap for •Click on the client so that you can see all of the data • Click on view units • Click on swap unit • Select the unit you wish to swap to • Click swap unit If you have any questions, please call Leslie Justice at 1-800-860-4230 or ljustice@monitoringcare.com.

VRI Survey VRI is always seeking to continuously improve in order to be the best at what we do. In an effort to better serve you and our clients we are introducing Care Partner Satisfaction Surveys to help measure our performance. Surveys will be sent out on a monthly basis to a random sample of VRI Care Partners. Some will be done via a phone call and others will receive a survey via email. We appreciate your feedback and will try not to bug you too often. So if you get a call about taking a survey or see one come through your email please take a moment to tell us how we are doing!

LIVEWELL magazine | Q2 2012

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CARE PARTNER NEWSLETTER

ISSUE 3 Q2 2012

Added Comfort and Safety with a Fall Detection Help Button Fall Detection is an additional safeguard for your client and is designed for situations when they fall and are unable to push the help button.

How it works: When a fall is detected and no sudden movement is made after a fall, an alarm will be sent to the VRI Care Center to get help. VRI will then activate the unit and talk over the unit to ensure safety. In the event of an emergency, VRI will contact a caregiver, next door neighbor, or emergency personnel when appropriate to get you the help needed.

Unit Types The Fall Detection Button works with the following unit types: - CL-32 - DCL-32 - CL-52 Contact your Care Partner team today to learn about more information on the VRI Fall Detector Button and how to get them installed today!

VRI | www.monitoringcare.com

Fall Detection Button Features: Water resistant Battery lasts two years with normal usage Alerts are sent to the Care Center when a low battery is detected. Help button can be pressed from up to 600 feet from base unit

Live Well Q2 2012  

Live Well Q2 2012

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