Rientro Facility Guide

Operational Guide for Memory Care & Assisted Living

Version 4.0 — August 25, 2026

This guide explains how your care community works with Rientro—from orientation and daily observation to response, recovery, documentation, and administration.

Rientro is more than a dashboard.

It is shared care infrastructure designed to help a community remain continuous through change: noticing meaningful deviations, giving staff context, supporting a proportionate response, and carrying what was learned into the next shift.

Table of Contents

PART I — FOUNDATIONS

1. What Rientro Is
2. Rientro Operating Principles
3. How Rientro Works

PART II — DAILY OPERATIONS

4. Getting Started
5. The Facility Dashboard
6. Staff Roles
7. Daily Workflow

PART III — INCIDENT RESPONSE

8. Responding to Incidents
9. Incident Resolution & Reporting
10. Troubleshooting Active Issues

PART IV — ADMINISTRATION

11. Resident Watch Setup
12. Family Responsibilities
13. Billing & Contracts
14. Privacy & Compliance
15. Rehearsal & Floorplan
16. Support

PART I — FOUNDATIONS

1. What Rientro Is

Rientro is a care intelligence and response system built for:

• Memory care facilities
• Assisted living communities
• Skilled nursing environments
• Hospitals caring for people whose movement or cognition may change

Each resident wears a supported cellular smartwatch. Rientro observes location, movement, time, watch status, and health signals, then places changes in context.

If a resident leaves the designated safe zone, the system can:

• Begin live GPS tracking
• Update the resident’s attention level
• Notify the staff and family contacts assigned to the profile
• Show a live map and possible search area
• Preserve the event and its resolution for later learning

Your team sees this through the Rientro Facility Dashboard—a web-based workspace accessible from any browser, with no installation required.

The result: staff and family work from the same current information while the situation is unfolding. The system carries the repetitive coordination so people can focus on the resident, the environment, and the next useful action.

Every alert, response, closure, and outcome becomes part of the operational record. That record helps the next shift understand what happened without asking the care relationship to start over.

2. Rientro Operating Principles

A change in movement is not automatically an incident.

The first responsibility of intelligence is to see what is actually there:

• the resident’s movement
• the surrounding environment
• the time and shift context
• relationships and familiar places
• what staff already know
• what happened after the last change

Rientro should hold an observation long enough for context to emerge. The useful progression is:

The system is designed to help compress the time between:

• Observation — something has changed
• Understanding — context makes the change more meaningful
• Response — staff and family decide what attention is useful
• Recovery — the resident and environment return to continuity where possible
• Closure — someone records what actually happened
• Learning — the next baseline is informed by lived experience

This means:

• Not every deviation deserves intervention
• Not every alert means the resident is in danger
• Not every meaningful change requires escalation
• A situation resolving without intervention is still useful information
• Human closure can correct the system’s interpretation

Rientro’s purpose is not to make the environment perfectly predictable. It is to help the care community remain capable of seeing, understanding, responding, recovering, and learning without turning every variation into a control problem.

Everything in this guide supports that goal.

3. How Rientro Works

Layer 1 — The Wearable

Each resident wears a supported cellular smartwatch:

• Apple Watch Series 6 or newer (cellular)
• Samsung Galaxy Watch 4 or newer (LTE)

The watch continuously monitors:

• GPS location
• Walking movement, direction, and speed
• Heart rate (continuous)
• Fall detection
• Wrist status (worn or removed)
• Battery level
• Cellular connection status

The watch operates on its own cellular plan. No phone needs to remain nearby.

Layer 2 — The Intelligence Engine

Rientro evaluates changes through a 5-level attention system. The levels describe how much attention may be useful; they are not a diagnosis, a judgment about the resident, or a conclusion about what happened.

The system considers time, distance, direction, time of day, movement speed, watch status, battery, heart rate, and the resident’s established context. Internal thresholds may also incorporate facility and resident history.

Staff see the resulting attention level and the evidence around it; they do not need to calculate a score manually.

Immediate safety overrides are checked before ordinary pattern interpretation:

The system can raise the attention level automatically. Staff remain responsible for context, physical response, emergency calls, and closure.

Layer 3 — The Facility Dashboard

The Facility Dashboard is the web workspace at rientro.care/dashboard.

It provides:

• Current resident status across the community
• Active alerts ordered by attention level
• Incident timelines and GPS trails
• Alert history and pattern analysis
• Reporting and operational-record export

Everyone works from the same current information during an incident.

The dashboard reduces fragmented updates so staff can spend their attention on the resident and the environment.

4. Getting Started

Before monitoring begins, your facility completes onboarding in four stages. Most facilities are fully operational within 3–7 days.

Stage 1 — Facility Setup (Done by Rientro)

We create your organization in the system:

• Facility name, address, organization ID
• License seat count
• Admin account activation

Once complete, your facility appears in the Facility Dashboard.

Stage 2 — Staff Setup (Done by Your Admin)

Your administrator adds all staff who need dashboard access. Each staff member must first create a free Rientro account. Once added, access is determined by role.

• Admin logs in at rientro.care/dashboard/login
• Admin confirms facility name appears in the sidebar
• Admin adds all staff via the Staff page

Stage 3 — Resident Enrollment

Each resident requires:

• Supported cellular smartwatch
• Active watch cellular plan
• Active Rientro family account (Pro subscription)
• Safe zone configured at the facility address

There are two ways a resident gets enrolled. Most facilities lead with Path A now; Path B still works exactly as before and some facilities prefer it.

Path A — Admin Pre-Registers the Resident (recommended)

Your admin creates the resident's profile directly from the dashboard, at intake — before the family has necessarily even downloaded the app.

One-time, before your first resident: set your Facility Location (Dashboard → Facility location, sidebar, admin role required) — search your address, confirm or drag the pin to the exact point residents should be measured from, and set a radius (about 330–660 ft / 100–200 m covers most buildings). Every resident pre-registered afterward has their safe zone start out correct automatically, instead of depending on a family typing the right address from memory. Do this before your first Path-A enrollment; it isn't per-resident.

Then, per resident:

• Admin opens Dashboard → Invites → Pre-Register Resident
• Enters the resident's name and date of birth — nothing else required
• A code is generated, same as today's Generate Invite — hand it to the family
• Family downloads Rientro, creates an account, subscribes to Pro ($49.99/month)
• Family enters the code — either on the app's very first onboarding screen ("Enrolling with a facility?"), or later from INTEL → Facility Code
• The app shows the family a confirmation card — resident's name, date of birth, and your facility's name — before they commit to anything
• Family confirms, then fills in medical info and emergency contacts. Identity and the safe zone are already set correctly and are not re-entered.
• Resident appears on the Overview Grid

Path B — Family Creates the Profile First (original path)

• Family downloads Rientro and creates an account
• Family subscribes to Pro ($49.99/month) — required for live tracking
• Family adds the resident and configures the safe zone (facility address, ~330–660 ft / 100–200 m radius)
• Admin generates an invite code (Dashboard → Invites → Generate Invite) and gives it to the family
• Family enters the code in their app (INTEL → Facility Code)
• Resident appears on the Overview Grid

Because the family sets the safe zone themselves in this path, it's worth confirming it actually matches your building — see the note on Sync to Facility in Section 12.

Either path

Stage 4 — Go-Live Verification

Before monitoring begins, confirm:

• All residents appear on the Overview Grid
• Staff can log in with correct roles
• Alerts page loads without error
• At least one resident card shows live watch telemetry

5. The Facility Dashboard

The Facility Dashboard is your team’s shared workspace during daily observation and active incidents.

It updates continuously. A “LIVE” indicator in the top right corner confirms the last update time.

The Overview Grid

The main screen. One card per resident.

Each card shows:

• Resident name
• Alert level with color
• Time elapsed since departure (if active)
• Attention trend (rising ↑, stable →, easing ↓)

Color reference:

Community context bar — above the grid, shows total events, average response time, average attention level, and residents or locations that may benefit from closer review.

Alerts Page

All residents currently at or above Level 3, sorted by attention level.

Each alert shows:

• Resident name and current alert level
• Time elapsed
• Farthest distance from facility
• Latest response action

Click any alert to open the Resident Detail page.

Dead Air banner — if a resident has an active alert but no watch signal for 15+ minutes, an amber banner appears at the top of the Alerts page with a direct Review → link. Open the event record from there and close the alert when the situation is understood. The system continues escalating until the alert is manually closed.

Resident Detail Page

The page to have open during an active incident. It brings the current event together with the resident’s established information and care context.

Shows:

• Current alert level and elapsed time
• 30-day event timeline chart (use this to identify patterns)
• Medical information: blood type, medications, allergies, emergency contacts
• Last 5 incidents with resolution status
• Link to full Alert History

This is the page to read to EMS dispatch when they arrive.

Event Detail Page

Full record of a specific alert event.

Shows:

• Mark alert resolved button — use this whenever staff intervene before the watch returns to the safe zone
• GPS trail on a map — resident's path, color-coded by Alert level at each point
• Response log — every automated action with exact timestamps
• Resident reference card — for sharing with EMS
• Export report button — opens a print-optimized event report

About Export report: Click Export report → Print / Save PDF → choose Save as PDF. The report includes resident information, an incident summary, the response log, and the recorded outcome. Attach it to your paper incident report or compliance binder. This provides a consistent record instead of relying on dashboard screenshots.

Movement Heatmap

Accessible from the sidebar. Shows where movement changes and alerts have clustered when residents leave the safe zone.

• Circle size: event frequency at each location
• Circle color: average attention level (green = lower, red = higher)
• Controls: resident selector, date range (7 / 30 / 90 days)

Use this in monthly safety reviews to notice recurring exits, environmental patterns, or individual changes that may deserve discussion. It is a context tool, not a prediction of what a resident will do next.

Alert History

Chronological log of alerts and closed events for a resident.

Each record shows: start time, end time, highest alert level, farthest distance, and outcome.

Click any event to open its full Event Detail page.

Invites

Accessible from the sidebar. This is how a resident actually gets connected to your facility — Admin role required to generate a code or pre-register a resident, or to revoke either; any role can view the list.

Two buttons, two paths (Section 4 covers the full sequence for each):

• Generate Invite — Path B. The family already has (or will create) their own profile; this code just links it to your org.
• Pre-Register Resident — Path A. You create the resident's profile right here (name + date of birth), with the safe zone already set from Facility Location. Recommended for new intake going forward.

Using Generate Invite:

1. Click Generate Invite
2. Optionally add a name for your own reference (e.g., "Dorothy Smith") — this label is not enforced against anything and does not restrict who can redeem the code. It exists so your pending-invites list is readable, not to lock the code to a specific profile.
3. Copy the code shown and give it to the family — read it aloud, write it on an intake form, text it, whatever your process already is
4. The family enters it in their app under INTEL → Facility Code

Using Pre-Register Resident:

1. Click Pre-Register Resident
2. Enter the resident's full name and date of birth
3. Copy the code shown and give it to the family the same way
4. The family enters it wherever they see the facility-code prompt — the app recognizes it as a resident-scoped code and shows them a confirmation card before anything is claimed

Each invite shows one of four states — a pre-registered invite shows a PRE-REGISTERED badge alongside its status so you can tell the two paths apart at a glance:

Revoking a pending invite (the X icon) does not affect anything already linked — it only prevents that specific unused code from working going forward. For a Pre-Register Resident invite that's never claimed, this also leaves the pre-registered profile in place; a periodic housekeeping pass clears out ones abandoned for a long time, so you don't need to clean these up by hand.

Facility Location

Accessible from the sidebar. Sets the point every resident you Pre-Register gets their safe zone measured from — Admin role required to edit; any role can view it.

1. Search your facility's address, or type it directly
2. Confirm the pin, or drag it to the exact building — it doesn't need to match the geocoded address exactly, just the point residents should be measured from
3. Set the radius (about 330–660 ft / 100–200 m covers most buildings)
4. Choose Measurement units — feet / miles, or metres / kilometres. This sets how every distance reads across the dashboard and on printed event reports; it changes nothing that is stored or scored. New US facilities start on feet / miles.
5. Save

Do this once, before your first Pre-Register Resident use. If you change it later, only residents pre-registered afterward pick up the new point automatically — existing residents keep whatever they had until a family taps Sync to Facility in their app (Section 12).

This page also lists any resident whose current safe zone looks meaningfully far from your facility's location — worth a look if one appears, since it usually means a Path-B family typed something other than your building's address.

6. Staff Roles

Rientro uses role-based access. Not every staff member needs the same access.

Adding a staff member:

1. Staff member creates a free Rientro account at rientro.care
2. Admin opens Staff page: rientro.care/dashboard/staff → "Add Member"
3. Enter email, select role, click "Add"

The system looks up the email in the Rientro database. If no account is found, the staff member must create one first.

Changing a role: Staff page → dropdown. Takes effect immediately.

Removing a staff member: Staff page → trash icon. Access deactivated immediately. Historical records are preserved.

7. Daily Workflow

The system observes continuously. The workflow is simple:

See. Understand. Respond. Close. Learn.

Shift Start (30 Seconds)

Every shift begins with a quick dashboard scan.

1. Overview Grid — any colored cards?
2. Alerts Page — any active alerts?
3. Battery check — any residents below 20%?

If all cards are dark (Level 5), Alerts is empty, and batteries are healthy: your shift starts clear.

During the Shift

The dashboard auto-refreshes every 30 seconds. Watch for:

• Card color changes
• Alert escalation
• Offline devices or stale "Last Seen" timestamps

The dashboard should remain visible from the nurses' station whenever possible.

Battery Management

A dead battery during waking hours is a coverage gap. Treat watch failures as continuity-of-care issues, not inconveniences.

Operational Goal

A strong Rientro workflow feels quiet.

Most shifts are uneventful. That is success.

The system is working when:

• Residents can continue ordinary routines
• Staff have a shared, current understanding
• Meaningful changes are noticed early
• Attention is proportionate to the context
• Resolved situations are closed and carried forward as learning

The goal is not more alerts. It is fewer missed changes, less unnecessary cognitive work, and a care community that can recover and continue.

PART III — INCIDENT RESPONSE

8. Responding to Incidents

When a resident's card turns yellow (Level 3), orange (Level 2), or red (Level 1), an active alert event is in progress.

Know what the system is already doing:

The system handles notification. Your role is context, physical response, coordination, the emergency call when needed, and closure.

During an Active Incident

Step 1 — Open Alerts.

Click the resident's alert. You will see: time elapsed, current alert level, distance from facility, and the latest response action.

Step 2 — Open Resident Detail.

Click the resident's name. This page has:

• All emergency contacts (already being notified automatically)
• Medical information for EMS (blood type, medications, allergies)
• Current alert level and elapsed time

Step 3 — Search the perimeter.

Physical search begins immediately. At Level 2, family contacts are already being reached. At Level 1, every listed contact has been texted with a live tracking link.

If the situation warrants emergency services, call them. Nothing in the system places that call for you.

Keep the Resident Detail page open. When responders arrive, read from this page.

Step 4 — Close the alert.

This step is separate. See Section 9.

What You Do vs. What the System Does

9. Incident Resolution & Reporting

Responding to an incident and closing it are two separate acts.

Responding means finding the resident and ensuring their safety.

Closing means informing the system that the incident is over.

Until the incident is closed, the system keeps escalating — SMS alerts continue, the family's app shows an active alert, and staff are still listed as mid-response.

Close every incident so the record reflects what actually happened and the next shift can begin with shared context.

When to Close Manually

Close manually any time staff intervene before the resident's watch re-enters the safe zone on its own:

• Resident was intercepted at an exit
• Resident was transported to hospital
• A fall was handled on-site by staff
• The watch was removed for any reason
• The resident was found but the watch has not re-synced

The watch returning to the safe zone closes the incident automatically. In all other cases, staff must close it.

How to Close

1. Open the Event Detail page for the event (via Alerts or Alert history)
2. Click "Mark alert resolved" at the top of the page
3. Choose the outcome type that matches what happened (see table below)
4. Add brief notes — these are shared with the family caregiver
5. Click "Confirm — close alert"

The alert closes. Automated escalation stops, the family’s app clears the alert, and further SMS alerts pause for 4 hours. The closure becomes part of what the system and the care team can learn from.

Outcome Types

Returned on their own and Rehearsal are recorded by the system when those situations occur; they are not choices in the current close-alert form. A no-signal situation without a confirmed outcome should be closed as Other, with that uncertainty recorded in the notes.

The Reporting Step

After closing, document the incident:

1. Open Alert history → click the event
2. Review the GPS trail and response log to confirm the record is complete
3. Click "Export report" → save as PDF
4. Attach the PDF to your paper incident report or compliance binder

This record can support your facility’s incident and compliance documentation. Follow the paper and reporting procedures required by your facility and jurisdiction; do not treat the export as a substitute unless your policy allows it.

10. Troubleshooting Active Issues

These are issues that arise during active incidents. For general setup and login issues, see Section 16.

Watch Shows No Signal During an Active Incident

If a resident has an active incident but no signal for 15+ minutes, an amber Dead Air banner appears at the top of the Alerts page.

Causes:

1. Watch battery dead — physically locate the resident; charge the watch after resolution
2. Cellular dead zone — resident may be in a low-coverage area of the facility
3. Watch removed — after 5 minutes off the wrist the level cannot drop below Level 4; if the watch was removed and the battery is dead, the incident must be closed manually

Action: Click Review → from the Dead Air banner. Open the event record and close the alert when the situation is understood. If no listed outcome fits, choose Other and record that the alert ended without a confirmed outcome in the notes.

Dashboard Shows Stale Alert level

The Alert level displayed reflects the most recent telemetry received. If the watch has been offline, the level may be old.

Always read the "Last Seen" timestamp alongside the alert level.

If a resident shows Level 5 but the timestamp is more than 15 minutes old during waking hours, physically locate the resident.

Incident Shows Active After It Was Already Resolved

This happens when a resident is transported, taken to emergency care, or returned to their room without the watch re-entering the safe zone.

Action: Open Event Detail → click "Mark alert resolved" → choose the correct outcome type → add notes → confirm.

If the Alerts page shows a Dead Air banner for this resident, click Review → directly from that banner.

The Escalation Timeline Appears to Move Backwards

On some incident records the timeline reads awaiting primary → notify secondary → awaiting primary, which looks like the system reversing itself.

It has not. At lower urgency levels the chain finishes in a standby state that shares a label with the earlier waiting state, so the same words appear twice. The escalation did not go backwards and nothing was missed.

This is a display limitation on our side, not a care-response fault. No action is required.

An Event Did Not Appear in History After an Incident

Event detection requires observing an alert level transition (Level 5 → Level 4 to open; Level 4 → Level 5 to close). If the resident was intercepted immediately or the watch lost signal, the event record may be incomplete.

Contact Rientro with:

• Resident name
• Approximate start and end time
• What happened (staff resolved, family, or EMS)

We will manually complete the record.

PART IV — ADMINISTRATION

11. Resident Watch Setup

Watch setup is typically completed by families, with facility staff assistance when needed.

What Families Provide

• Cellular Apple Watch (Series 6 or newer) or Samsung Galaxy Watch (4 or newer)
• Active cellular plan on the watch ($10–15/month added to their existing phone plan)
• Rientro Pro subscription ($49.99/month)

The facility does not purchase watches. Families are responsible for the watch, the cellular plan, and the Rientro subscription.

Apple Watch Setup

1. Pair the watch to an iPhone using the Watch app → "Start Pairing"
2. Install Rientro from the App Store (it appears on the watch automatically)
3. Open Rientro on the watch → enter the resident's resident ID (from the family's app QR code)
4. In the family's Rientro app: resident profile → Safe Zone → set facility address, ~330–660 ft / 100–200 m radius (the app shows whichever units the family's phone uses)
5. Activate the cellular plan: Watch app on iPhone → Cellular → Set Up Cellular
6. Test: move the iPhone to another room — watch should show a green cellular indicator
7. Dashboard should show the resident within 1–2 minutes

Requirements: Apple Watch Series 6 or newer with cellular (red dot on the crown) · watchOS 7 or newer · Active cellular plan (AT&T, Verizon, or T-Mobile)

Samsung Galaxy Watch Setup

1. Install Galaxy Wearable on an Android phone → pair the watch
2. Install Rientro via Galaxy Store on the watch (or push from Galaxy Wearable)
3. Open Rientro on the watch → enter the resident's resident ID or scan QR code
4. In the family's Rientro app: resident profile → Safe Zone → set facility address, ~330–660 ft / 100–200 m radius (the app shows whichever units the family's phone uses)
5. In Galaxy Wearable: Mobile Networks → Activate → follow carrier steps
6. Test: move the Android phone away — watch should show an LTE indicator
7. Dashboard should update within 1–2 minutes

Requirements: Samsung Galaxy Watch 4 or newer with LTE · Wear OS 3 or newer · Active cellular plan

12. Family Responsibilities

Families are not passive. They are part of the response chain.

Families receive the same alert levels and GPS tracking as your dashboard. During an active incident, the family app shows real-time location, the current alert level, and all notifications in sequence.

When staff close an incident, the family receives an immediate push notification — for example: "Dorothy Sullivan — Incident Resolved · Transported to Hospital." This clears the alert from their app before any phone call is made.

13. Billing & Contracts

Split Payment Model

The facility and each resident's family pay for their own portion separately.

The facility never handles family billing.

Platform Fee

Custom rate negotiated at contract time. Factors:

• Number of licensed resident seats
• Contract length (month-to-month vs. annual)
• Facility size and coverage needs

Annual pre-payment discount: 15%. Reflected in the contract.

Invoices are sent as PDFs monthly. Facilities pay by check or wire transfer.

License Seats

Your contract specifies a maximum number of enrolled residents, and the system enforces it: linking a resident beyond your seat count is refused, with a message showing how many seats you hold and how many are in use. Expanding requires a contract amendment — contact your Rientro representative.

Rehearsal and demonstration residents do not consume seats. They are marked synthetic and excluded from the count, so a floorplan rehearsal never costs you capacity you are paying for.

Adding or Removing Residents

Residents can be added or removed within your seat limit at any time.

On discharge or opt-out: notify Rientro to remove the resident from your dashboard. The family retains their own app access and full incident history. Nothing is deleted from the family's account.

On family request for complete data deletion: contact Rientro. All alert history and telemetry is permanently removed. This is irreversible — we confirm with the family before proceeding.

14. Privacy & Compliance

What Is Stored Per Resident

• Name, date of birth, blood type, weight, height
• Medications list
• Medical alerts (allergies, conditions)
• Emergency contacts
• Facility address as safe zone (GPS coordinates)
• Location telemetry history
• Alert history (events, response logs, outcomes)
• A daily behavioral summary — one row per resident per day (see below)

The Daily Behavioral Summary

Once a day, the system condenses that resident's activity into a small set of numbers: how many events, how long they ran, how far they went, and similar aggregates. This is what allows the system to learn what normal looks like for an individual resident rather than applying one threshold to everybody.

Three properties matter for your compliance review:

• It is not reversible. The summary holds counts and averages. It contains no coordinates and no timestamps, and cannot be converted back into a record of where a resident was. This is enforced in code and covered by an automated test.
• It is retained for 24 months, then permanently deleted. Deletion is real removal, not archival.
• It follows the same deletion path as everything else. A family request for complete data deletion (Section 13) removes these rows with the rest.

Facility deployments will add indoor movement columns to this summary in future. Those columns are empty today.

What Is Not Stored

• Social Security numbers
• Insurance information
• Financial records
• Medical records beyond what staff enter in the resident profile
• Video or audio

Access Control

HIPAA

Rientro operates as a Business Associate under HIPAA. A Business Associate Agreement (BAA) is required before executing any facility contract. Contact us before signing.

Data Retention

• Active resident data: retained for the duration of the contract
• After contract termination: all resident data deleted on written request, within the window your facility agreement specifies
• Audit logs (staff actions, escalation events): retained for 1 year
• Daily behavioral summaries: retained 24 months on a rolling window, then permanently deleted

Security Incidents

If unauthorized access or a data breach is suspected:

1. Contact Rientro immediately (Section 16)
2. Document what was accessed and when
3. We audit system access logs and report back to you — the timeframe for that, and for notification, is specified in your facility agreement
4. Affected facilities and residents are notified per the HIPAA Breach Notification Rule

15. Rehearsal & Floorplan

Your facility can run a rehearsal at any time: a synthetic resident crosses your own floor plan while the notification sequence runs on real timing, ending in a separate rehearsal record.

This exists so that staff can practise on a live system without placing a real resident in a rehearsal, and so that a new charge nurse can understand what an Urgent situation looks like before meeting one at 3 AM.

Importing your floor plan

Dashboard → Floor plans. Admin role required. Budget 30 minutes the first time.

1. Upload a floor plan image — PNG, JPEG or WebP, under 10 MB. A fire evacuation diagram works well because it is already drawn to scale.
2. Anchor it. Enter your address, the real-world width of the building as drawn, and its compass bearing. The width and the scale bar read in your Facility Location units (feet or metres); the map fits the building to the view, so the width only sets scale — zoom in to place corners precisely. Your facility's timezone (used for every overnight figure) is set once on the Facility Location page, not here.
3. Trace rooms. Click vertices over the image, then name and type each room. A scale bar and a live "longest edge" readout show you the size as you draw.
4. Save.

Trace corridors and wings, not individual bedrooms. Position updates arrive about every 30 seconds — roughly 80 ft (25 m) of walking apart — so a room narrower than that can be crossed with no position ever landing inside it, and it records no visits. Keep each traced room at least that wide (the readout turns amber below it), trace at least two, and for an exit, draw the threshold area someone stands on rather than the door itself.

Floor plans are private to your organisation and stored in a private bucket. No other facility can see yours.

Running a rehearsal

Dashboard → Rehearsals. Choose the floor plan, a movement pattern, and a building bearing. A full run takes about 13 minutes.

The resident dropdown defaults to your facility's rehearsal resident, and only that resident can run a rehearsal — its device key is the one registered on the server. If you pick a different synthetic resident the screen stops you right away with a message; switch it back.

The bearing here rotates the movement pattern so it runs along your building's main corridor — it is a separate control from the compass bearing you set when importing the floor plan, though the two will usually be close. Cardinal values (0, 90, 180, 270) are the most predictable; an odd angle can occasionally blur the pattern the classifier reports, in which case the dashboard hides the pattern label rather than show a doubtful one. If rooms record no visits, the pattern is running past them — adjust the bearing or widen the anchor, not the room shapes.

What happens during it:

• The resident's position updates on your floor plan in real time
• Room entries and exits are recorded as they occur
• The alert level changes on its own as the pattern develops
• The notification sequence runs with genuine 120-second intervals — these are not shortened for the demonstration
• An incident record is produced at the end, identical in form to a real one

A rehearsal never contacts anybody. Outbound SMS is suppressed for the entire run, and the scenario is capped below the level that triggers an external notification. Two independent controls, not one.

When the rehearsal finishes, use Open the event record to review it. The system records the outcome as Rehearsal automatically, so the live close-alert form is not part of the normal rehearsal flow.

Rehearsal residents are marked

Synthetic residents display "(rehearsal)" beside the name, everywhere they appear. They are flagged when created and excluded from your facility statistics, your heatmap, and your incident averages at the point those figures are calculated — not filtered out afterwards.

If a card reads "(rehearsal)", nothing about it will ever enter your reporting.

What a rehearsal reports

Counts, drawn from the run itself: rooms entered, transitions between them, door approaches, and the time of first and last activity. Each one describes something that happened during those thirteen minutes.

We hold a behavioral risk score back. The scorer is built and wired in, and we attempted to validate it against a public research dataset in August 2026 — the comparison could not be made, because that data was recorded under conditions too far from ours for any resulting number to carry meaning. A count describes what happened; a score would say what it means about a resident, and we would rather earn that before showing it.

The movement pattern label is shown where the classification holds for the building's orientation, and held back where it does not.

16. Support

Email: support@rientro.care
Dashboard: rientro.care/dashboard

We aim to reply within one business day. Replies typically arrive the morning after you write to us. Support is email-based and asynchronous; response commitments, if your facility needs them contractually, are set in your facility agreement rather than here.

During a live incident, do not wait for us. The system continues escalating on its own, and everything you need is on the Resident Detail page — contacts, medical information, current position. Call emergency services if the situation warrants it, phone the family directly, and write to us afterwards.

General Troubleshooting

A resident does not appear on the Overview Grid:

Most common cause: the family hasn't redeemed the invite code yet. Check the Invites page (Section 5) — if it still shows Pending, follow up with the family. If it shows Expired, generate a new code; expired codes cannot be revived.

Also check: is the family on a Pro subscription (a free account can create a profile but the watch won't transmit), and are you logged in with an account that has an active role at your facility? If recently added, log out and back in.

If the Invites page shows the code as Redeemed but the resident still isn't appearing, contact Rientro — that's no longer a self-serve situation.

A staff member cannot log in:

1. Confirm the email matches the one used to create their Rientro account
2. Confirm the account has been added to your facility — the admin can verify on the Staff page
3. If newly added, log out and log back in

If the problem persists, contact Rientro with the staff member's email.

A resident's watch shows no data / "Last Seen" hours ago (outside of an active incident):

1. Watch battery dead — charge overnight; card updates within 1–2 minutes of reconnection
2. Lost cellular signal — check if the resident is in a known dead zone
3. Watch unpaired or reset — needs to be re-paired and re-configured (Section 11)
4. Resident app crashed — force-quit and reopen Rientro on the watch

A resident's safe zone doesn't match your building:

Most often a Path-B resident whose family typed a different address than expected. Check the drift list on Facility Location (Section 5) — it flags any resident whose safe zone sits more than about 1,600 ft (500 m) from your facility point. This is not something staff or Rientro correct directly: ask the family to open their app, go to the resident's safe-zone step, and tap Sync to Facility. If the resident was enrolled via Pre-Register Resident (Path A), this shouldn't happen — their safe zone is set from your Facility Location automatically at the time you pre-register them.

Quick Reference Card

Print and Post at the Nursing Station

RIENTRO FACILITY GUIDE — QUICK REFERENCE

DASHBOARD:  rientro.care/dashboard
SUPPORT:    support@rientro.care

──────────────────────────────────────────────
ALERT LEVELS:

  Dark    Level 5  Safe. Resident in safe zone.
  Cyan    Level 4  Left safe zone. GPS tracking.
  Yellow  Level 3  Concern. Review Alerts and assess context.
  Orange  Level 2  Urgent. Respond promptly.
  Red     Level 1  Emergency. Contacts texted; call if needed.
              ***CALL 911 IF NEEDED***

──────────────────────────────────────────────
SHIFT START (30 seconds):

  1. Overview — any colored cards?
  2. Alerts — any active alerts?
  3. Battery — any resident below 20%?

──────────────────────────────────────────────
DURING AN INCIDENT:

  1. Open Alerts → click the resident
  2. Resident Detail has all medical info
  3. Listed contacts are texted automatically
  4. CALLING 911 IS A STAFF ACTION — the
     system does not call emergency services
  5. Your job: search the perimeter, call if
     needed, read medical info to responders

──────────────────────────────────────────────
AFTER AN INCIDENT (required every time):

  1. Event Detail → "Mark alert resolved"
     (required if staff intervened before watch
      returned to safe zone on its own)
  2. Choose outcome type + add notes
     (notes shared with the family caregiver)
  3. Export report → Save PDF → incident binder

  DEAD AIR BANNER on Alerts page?
  → No signal for 15+ min on active incident
  → Click Review → open the event record and close the alert when understood

──────────────────────────────────────────────
WATCH ISSUE?

  Dead battery → charge overnight
  No signal    → check cellular coverage
  Unpaired     → contact Rientro

──────────────────────────────────────────────

Rientro — rientro.care
Version 4.0 — August 25, 2026