Sentrics: FAQs

Frequently Asked Questions

Ensure (eCall)

How long do the wearables last?

The wearables can last up to 2 years. Don’t worry about replacing them, our Infinity program will take care of that!

How does the RTLS tracking work and who is actually tracked?

Sentrics provides the tracking system through a sleek wearable device worn as a necklace, wristband, or visitor badge. Assets such as medication carts are also trackable. You can search by location, asset, or individual to determine the location and dwell time. The sensor is identified by the nearest locator device.

Why should I buy Ensure360 versus other systems on the market?

The Sentrics brand comes with decades of experience in life safety systems for seniors. Ensure360 is wireless to accommodate aging in place and to provide individualized care. The system has a wireless mesh network to provide confidence in receiving alarms. Ensure360 with location comes with contact tracing and case management. You also receive Enrich360, which analyzes thousands of data points to provide actionable reporting to help you transition from reactive to proactive care. Although Ensure360 can be purchased separately, you’ll have the capability to integrate with our Entertain360 and Engage360 solutions to provide a 360-degree resident view to improve care and enhance wellbeing.

For systems without RTLS, can the location of wearables be identified?

Communities can purchase Ensure without location. Using Ensure360 Lite, the staff will be able to see the identification of the nearest access point to the resident in need of help. Without RTLS, the team will have no access to the contact tracing or case management capabilities that are critical to preventing the spread of infectious diseases such as influenza and COVID.

How is the system updated?

Ensure360 Complete (with location) includes remote support and future-proofing. It offers the ability to evaluate and fix issues remotely. In addition, Ensure360 includes software updates completed automatically, “over the air.” This means you’ll always have the latest and greatest features.

Can we view reports and configure the system while away from the property?

Reporting and configuration tools via our Cloud are web-based and can be accessed remotely with the right credentials. View response times, add a new staff user or resident pendant, reprogram a door schedule all on-the-go.

Will the RTLS functionality be for everyone, or will it only track a certain population of people?

RTLS will be available for everyone in the community; ultimately it will be up to the operators to decide how it will be used. The integrated contact tracing and case management capabilities will be more effective if RTLS is used across the organization.

Will Ensure track the resident even when they are off the property?

The Ensure360 RTLS functionality does not support tracking off-site.

Can I run reports on nurse call alerts?

Ensure360 includes dashboard and drill-down reporting to help operators maintain or improve operational efficiency. Standard reports provide insights about average care team response time and the number of times a resident uses the nurse call system and everything in between.

Entertain: TV

Jump to Voice & Internet

What channels will we get? How does it compare to channels we have?

DirecTV powers our TV programming. We provide many options for TV packages and can just about meet or beat any package you currently have. You also can change your channel line up at any time.

What can I do to assist with troubleshooting by TV programming?

You can resolve most TV programming issues by pushing the reset button on the EGATE360. If that does not work, you can also turn off and then on the Headend component not working correctly. It is best if you do the latter with help from a Sentrics support technician over the phone.

Do you have 24/7 customer support?

Yes, we offer live technical support during regular business hours and on-call support outside of normal business for our TV programming only customers. Our automated operator will direct you to the appropriate department to leave your contact information and the nature of the issue. The on-call technicians will return your call as quickly as they receive the request.

For those customers who leverage our 3-in-1 technology with managed services, a live person in our Ohio office will answer your call 24 hours a day, 7 days a week, 365 days a year, when you dial *123.

If a TV requires a cable box, how do I get one?

Sentrics can provide cable boxes, and it is often included with your TV system.

How big is the Satellite Dish Sentrics uses?

The satellite dish is approximately 32” wide, 22” high, and weighs 25 lbs.

Why do we need an internet connection if we do not have internet on our system?

The Sentrics team can access your equipment onsite for service, activations, and changes that cannot be done manually.

Can we add more channels?

Yes, you can add additional channels by either expanding your system or swapping out channels.

Where can I find a channel line up?

We offer an interactive, or scrolling, that is customized for your system.

What if the TV is not getting all of the channels on our channel line up?

Complete a channel scan to program the TV. If not all channels are received, a set-top box may be required.

What if a resident wants to record shows?

The Sentrics Gateway DVR is available at a low monthly cost.

Does everyone in the community have to use the system, or can some continue to use the service they have contracted themselves with local cable/satellite companies?

Communities have a much more significant price advantage when they provide TV programming to all apartments than any one individual can negotiate on their own. Residents can continue to source their TV if desired.

Entertain: Voice & Internet

Jump to TV

How will the existing voice infrastructure affect the community’s ability to leverage voice services?

There is minimal change to the infrastructure. We bring a new data feed into the building and then use the building’s existing wiring to provide each room data. Communities that choose to use local voice services can still use the local feed that comes into the building; we simply patch it over to the rooms that want that service.

Are the internet and voice services the same for business and residential customers?

Communities can run completely separate internet and voice services to support their administration and resident services. Depending on the size and needs of the community, the operators can choose to deliver different internet bandwidths to the residents than the office staff.

What is expanded 911 services, and why do I need it?

The Sentrics voice solution includes expanded 911 capabilities to direct emergency services right to a resident’s apartment. Most voice services include basic 911 capabilities, which are fine for single-family homes that have a distinct address. In buildings with multiple residents though, basic 911 only knows captures the street address of the building. Emergency services lose valuable time trying to figure out where a resident in need is. With expanded 911, the service associates an apartment number to the phone number, directing emergency services to the right location in no time.

Can residents port their existing phone numbers, and who completes the provisioning and setup of those numbers?

Residents can port as many phone numbers as they’d like. The Sentrics competent and highly trained staff will port and provision those numbers for the residents so your staff can focus on other activities.

How many WiFi devices can residents connect within their apartments?

Because each resident receives an internet connection into their apartment, they can connect as many WiFi devices as they want. And, because they are not sharing WiFi bandwidth, they won’t experience the typical slowdowns at peak hours that other communities have.

What is *123 and can anyone use it?

We recommend that every community take advantage of our managed services when they purchase tv, internet, and voice services from Sentrics. With managed services, communities and residents have access to a live, Ohio-based person 24 hours a day, seven days a week, 365 days a week, to answer any question they have, simply by dialing *123. The same team that answers this phone also helps ensure that your service is always on.

What is the Tech Concierge service?

A Sentrics Tech Concierge, is a technology expert who works onsite in your facility to answer any resident or staff technology question. This person is trained to work with your technology, and works regular hours that you define, so you can count on them to be there when you need them. They are also trained to work with seniors and often provide gentle guidance when helping them do anything from hanging a TV to sign on to Facebook (again).


How does it keep my community connected?

Engage provides your community with a flexible and scalable platform that allows you to deliver content and communications to specific audiences at specific times using using whatever device your audience is most comfortable.

How does Engage benefit my residents?

Our Engage platform allows your residents to stay up to date with everything that is going on in your community. They can also sign up for activities, check your menus, submit maintenance requests, take exercise classes, watch faith based programming, and more.

How does it connect residents with friends and family?

Our free to download mobile app integrates with leading social platforms like YouTube and Zoom. The app also has built in social networking for families and one touch video chat functionality.

How does Engage enhance community operations?

Communities can post safety notifications, dining menus, events, and activity calendars. All these post simultaneously on your digital signs, resident TVs, the web portal, the mobile app, and other end points, This streamlines unnecessary repetitive tasks for your staff and allows them to focus on what is important.

How does Engage help residents' families?

Engage gives family members peace of mind, knowing that their loved one is safe, healthy, and engaged. With the app family members can see community events and activities, calendar items, and even dining menu options. And the social media functionality allows them to stay connected with their loved one.

Can you print content that's in Engage?

Yes you can. Our Engage platform is designed to maintain operational efficiencies by making it easy to print content directly from our platform. You also have the complete freedom to design and build branded calendars, newsletters, menus, and more.

Can you view meals on Engage?

Residents can browse the dining menu to find exactly what they’re craving with robust meal filters, such as special meals, as well as view meal image and descriptions.


Do I have to use all of the Sentrics360 platform solutions to leverage Enrich analytics?

Enrich integrates and correlates the minute data that each of the Sentrics360 solutions (Ensure, Entertain, and Engage) gather and analyzes it to find trends. You have to use at least one of the Sentrics360 platforms to use Enrich. While you gain the most insights and predictions when you use all four platform solutions together, it is not required.

How does Enrich work?

Enrich integrates and correlates tens of thousands of data points a day from multiple platforms, analyzes them, and then applies them to predict outcomes and deliver them in an easy-to-understand way.

Do I have to buy a separate analytics platform?

Enrich includes everything you need to integrate, analyze, and present the data from the Sentrics360 platforms.