Rientro Command Center

Facility Director & Staff Manual

Version 2.0 — March 2026

Table of Contents

1. What Is Rientro?
2. How the System Works
3. What Your Facility Gets
4. Getting Started — Onboarding Checklist
5. The Dashboard
6. Staff Roles and Permissions
7. Day-to-Day Operations
8. Responding to an Incident
9. Watch Setup Per Resident
10. What Families Need to Do
11. Billing and Contracts
12. Data, Privacy, and Compliance
13. Troubleshooting
14. Support

1. What Is Rientro?

Rientro is an elopement prevention and rescue platform built specifically for memory care facilities, assisted living communities, and hospitals.

Each resident wears a cellular Apple Watch or Samsung Galaxy Watch. If a resident leaves the safe zone, the system:

1. Immediately tracks their location via GPS
2. Escalates alert severity every few minutes automatically
3. Notifies the resident's family and emergency contacts in sequence
4. Dispatches EMS automatically at the 15-minute mark if no one has intervened

Your staff watch all of this unfold in real time on the Command Center dashboard — a web-based interface that shows every resident's status at a glance, no app installation required.

The key outcome: documented, automatic response from the moment a resident leaves the safe zone to the moment they are found — with a full audit trail for every incident.

2. How the System Works

Layer 1: The Wearable

Each resident wears a cellular Apple Watch (Series 6+) or Samsung Galaxy Watch (4+) with its own cellular plan. The watch runs the Rientro patient app, which monitors:

• GPS location (every 30 seconds outside the safe zone)
• WiFi connection status (facility network connected or disconnected)
• Heart rate (continuous)
• Fall detection (event-based)
• Walking speed and direction
• Wrist detection (worn or removed)
• Battery level

The watch operates on its own cellular plan — it does not need a phone nearby. Data is sent directly from the watch to Rientro.

Layer 2: The DEFCON Engine

Rientro uses a 5-level alert system called DEFCON (modeled on military readiness levels). The engine scores every resident continuously:

How scoring works:

• Time factor (60% weight): minutes elapsed since leaving the safe zone
• Distance factor (40% weight): meters from the facility
• Night modifier: departures between 10 PM–6 AM escalate 1.8× faster
• Vehicle modifier: GPS speed above 15 km/h → immediate DEFCON 2
• Override triggers: fall detected → DEFCON 2; heart anomaly → DEFCON 2; 15-minute rule → DEFCON 1

The system escalates automatically. Staff do not need to manually advance the alert level.

Layer 3: The Command Center Dashboard

The web dashboard at rientro.care/dashboard shows every resident's live status. It is server-rendered and accessible from any browser — no installation, no app, no VPN.

Data refresh: the dashboard auto-refreshes every 30 seconds. A green "LIVE" indicator in the top right corner shows the last update time. You do not need to manually refresh — the dashboard keeps itself current.

3. What Your Facility Gets

The Command Center Dashboard

The Audit Trail

Every escalation step is logged with a timestamp:

• When the resident left the safe zone
• When each staff member and family contact was notified
• When each contact acknowledged
• When EMS was dispatched (if applicable)
• How the incident resolved

This log is your incident documentation. It replaces the paper elopement log and supports state survey compliance.

What Families See

Families continue to use the Rientro mobile app on their phones. During an incident, they see:

• The resident's live location on a map
• The current DEFCON level
• All notifications sent to emergency contacts in sequence

Families are partners in the response chain — they receive automated alerts before EMS is called, giving them the opportunity to respond first.

4. Getting Started — Onboarding Checklist

Before your first resident is monitored, work through this checklist with your Rientro contact.

Facility Setup (Done by Rientro)

• Organization record created in the system (your facility name, address, phone)
• License seat count set (matches your contract)
• Admin account linked and upgraded to enterprise tier

Admin Preparation (Done by You)

• Facility admin logs in to the dashboard at rientro.care/en/dashboard/login
• Admin confirms org name appears in the sidebar
• Admin adds all staff members via the Staff page (each staff member must have a free Rientro account first)

Resident Enrollment (Done by Families + Admin)

• Each resident's family downloads Rientro and creates a free account
• Family adds the resident via the "Add Patient" screen in the app
• Rientro links the resident record to your facility
• Resident appears on the Overview grid

Watch Activation (Done by Family or Facility)

• Cellular Apple Watch or Samsung Galaxy Watch acquired (Series 6+ / Galaxy Watch 4+ with LTE)
• Watch paired to a phone and Rientro patient app installed
• Resident's patient ID entered in the watch app (provided by the family's mobile app)
• Safe zone (facility address) set via the family's Rientro app
• Independent cellular plan activated on the watch
• Watch tested: green cellular indicator shows, resident appears on dashboard within 2 minutes

Go-Live Verification

• All enrolled residents appear on the Overview grid
• At least one resident card shows a DEFCON level (requires watch to be active)
• Admin and nursing staff can log in with their roles
• Alerts page loads without error
• Patient detail page shows correct medical information

5. The Dashboard

Logging In

URL: rientro.care/en/dashboard/login

Use your Rientro account email and password — the same account you created when signing up. Your account must be added to your facility by the facility admin (or by Rientro during onboarding).

If you see "Unauthorized" or are redirected back to the login page, contact your facility admin to confirm your account has been added and your role is set.

The Overview Grid

The main screen. One card per resident. The dashboard auto-refreshes every 30 seconds — you do not need to manually reload the page. A green "LIVE" indicator in the top right corner confirms the dashboard is actively updating.

What each card shows:

• Resident name
• DEFCON level (D1–D5) with color coding
• Time elapsed since leaving the safe zone (if applicable)
• Risk trend arrow (worsening ↑, stable →, improving ↓) based on recent incident history

Grid colors at a glance:

Facility Analytics: Above the patient grid, the Overview page displays facility-wide statistics: total incidents, average response time, average severity, and the highest-risk resident. These update automatically as new data comes in.

Shift start routine: Scan the grid in 30 seconds. Any colored border = open Alerts. Any risk trend showing "WORSENING" = flag for care team review.

The Alerts Page

Shows all residents currently above DEFCON 3, sorted worst-first.

Each alert shows:

• Resident name and current DEFCON level
• Time elapsed since the incident began
• Peak distance from the facility
• Last escalation action taken

Click any alert to open the resident's Patient Detail page.

Patient Detail Page

The page to have open during an active incident.

Shows:

• Current DEFCON status and mission duration
• Statistics: total missions, average DEFCON, maximum range, current status
• 30-day incident timeline chart — a visual graph showing daily incident count and peak DEFCON level over the last 30 days. Use this to identify patterns (e.g., "incidents increase on weekends" or "new medication reduced wandering by 40%").
• Full medical information: blood type, medications, allergies, emergency contacts
• Last 5 incidents with resolution status — click any incident to open its full detail
• Link to full mission history

This is the page to read aloud to EMS dispatch or to reference when calling family contacts.

Mission Detail Page

Click any incident from the Patient Detail or Mission History page to open its full detail.

Shows:

• GPS trail on a map — the resident's path from departure to recovery, color-coded by DEFCON level at each point (green = safe, red = critical). Start and end markers show exact locations.
• Escalation timeline — a vertical timeline showing every automated action: push notification sent, SMS sent to family, EMS dispatched. Each entry shows the exact time and how many minutes elapsed since the incident began.
• Stat badges — duration, peak DEFCON, peak distance, and resolution type at a glance.
• Patient reference card — name, DOB, blood type, condition, medications — for reading to EMS dispatch.
• Export Report button — generates a printable incident report (see below).

Incident Report Export

On the Mission Detail page, click "Export Report" to open a print-optimized incident report.

The report includes:

• Facility name and report generation timestamp
• Resident information (name, DOB, blood type, condition, medications)
• Incident summary (date, time, duration, peak DEFCON, peak distance, resolution)
• Complete escalation log in table format (time, elapsed, action taken)
• Signature line for staff certification

To save as PDF: click "Print / Save PDF" → select "Save as PDF" as your printer → save. Attach this document to your paper incident report or compliance binder. This replaces the need to screenshot the dashboard.

Mission History Page

A full chronological log of every incident for a resident.

Each mission record contains:

• Start time and end time
• Peak DEFCON reached
• Peak distance from the facility
• Resolution type: caregiver_recovered, self_returned, ems_dispatched, drill, or timeout

Click any mission to open its full Mission Detail page with GPS trail, escalation timeline, and export option.

Wandering Heatmap

A dedicated page accessible from the sidebar navigation. Shows where residents tend to go when they leave the safe zone.

What it shows:

• A map with colored circles at locations where incidents have clustered
• Circle size = how many incidents occurred at that location
• Circle color = average severity (green = low risk, red = high risk)

Controls:

• Resident selector — view one resident's pattern or all residents combined
• Date range — 7 days, 30 days, or 90 days of data

How to use it:

• If you see clusters near a specific exit, consider adding a door alarm or redirecting the walkway
• If one resident has clusters in a different area than others, their wandering pattern may require a targeted intervention
• Share the heatmap view with your care team during monthly safety reviews

6. Staff Roles and Permissions

Adding a Staff Member

1. The staff member creates a free Rientro account at rientro.care or via the mobile app (takes 60 seconds)
2. Admin opens the Staff page: rientro.care/en/dashboard/staff
3. Clicks "Add Member"
4. Enters the staff member's email and selects their role
5. Clicks "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 Staff Member's Role

Admin opens the Staff page → finds the member → changes the role using the dropdown. Takes effect immediately.

Removing a Staff Member

Admin opens the Staff page → clicks the trash icon. Access is deactivated immediately.

Historical actions remain in the audit log — deactivation does not delete records.

7. Day-to-Day Operations

Shift Start (30 Seconds)

1. Open the Overview grid — any colored borders? Any risk trends showing "WORSENING"?
2. Check the Facility Analytics bar — any spike in total incidents or response time?
3. Open the Alerts page — any active incidents?

If all cards are dark (D5), the Alerts page is empty, and all risk trends are stable or improving: your shift starts clear.

During the Shift

The system monitors continuously. The dashboard auto-refreshes every 30 seconds — you do not need to manually reload the page.

If a resident moves to D3 or above, their card will change color within 30 seconds. The green "LIVE" indicator in the top right confirms the dashboard is updating.

Nightly Watch Charging

Assign a night aide to charge all watches during the resident's sleep period. Residents should wake up with full batteries.

8. Responding to an Incident

When a resident's card turns yellow, orange, or red:

Step 1: Open Alerts

Click the alert for the resident. You will see time elapsed, distance, and the last escalation action.

Step 2: Open Patient Detail

Click the resident's name. This page shows:

• Current DEFCON and elapsed time
• Emergency contacts (already being notified automatically)
• Medical information for EMS

At DEFCON 2: family contacts are being reached. At DEFCON 1: EMS dispatch is active.

Step 3: Know What Is Already Happening

You do not need to manually call family or EMS — the system does this automatically. Your role is to:

• Physically search the facility perimeter
• Have medical info ready if EMS arrives
• Receive updates from the family caregiver via phone if they respond

Step 4: After the Incident

1. Confirm the incident is marked as resolved in the system
2. Open Mission History → click the incident to view the Mission Detail page
3. Review the GPS trail and escalation timeline to verify the record is complete
4. Click "Export Report" → save as PDF
5. Attach the PDF to your paper incident report

Resolution types:

9. Watch Setup Per Resident

What the Family Provides

• A cellular Apple Watch (Series 6 or newer) or Samsung Galaxy Watch (4 or newer), both with LTE/cellular capability
• An active cellular plan on the watch ($10–15/month added to their existing phone plan)
• A Rientro Pro subscription ($29.99/month)

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

Apple Watch Setup (Staff Reference)

1. Pair the watch to an iPhone using the Watch app → "Start Pairing"
2. Install Rientro from the App Store (it auto-appears on the watch)
3. Open Rientro on the watch → enter the resident's patient ID (from the family's app QR code)
4. In the family's Rientro app: patient profile → Safe Zone → set facility address
5. Activate the watch's cellular plan: Watch app on iPhone → Cellular → Set Up Cellular
6. Test: move the iPhone to another room — the watch should show a green cellular indicator
7. In the dashboard, the resident's card should update within 1–2 minutes

Watch 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 (Staff Reference)

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 app)
3. Open Rientro on the watch → enter the resident's patient ID or scan QR code
4. In the family's Rientro app: patient profile → Safe Zone → set facility address
5. In Galaxy Wearable: Mobile Networks → Activate → follow carrier steps
6. Test: move the Android phone away — watch should show LTE indicator
7. Dashboard should update within 1–2 minutes

Watch requirements:

• Samsung Galaxy Watch 4 or newer with LTE (marked on box)
• Wear OS 3 or newer
• Active cellular plan

10. What Families Need to Do

Families are not passive. They are part of the response chain. Here is what they need before their loved one is enrolled:

Families continue to use the mobile app independently. They receive the same DEFCON alerts, the same GPS tracking, and the same escalation chain as shown on your dashboard.

11. Billing and Contracts

Split Payment Model

Rientro uses a split payment model. The facility and each resident's family pay for their own portion separately.

The facility never handles family billing. Families pay directly through their phone's app store.

Platform Fee

The platform fee is a custom rate negotiated at contract time and is not published publicly. It is based on:

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

Annual pre-payment discount: 15%. This is reflected in the contract.

Invoices are sent by PDF each month. Facilities pay by check or wire transfer.

License Seats

Your contract specifies a maximum number of enrolled residents (license seats). Adding residents beyond this limit requires a contract amendment. Contact your Rientro representative to expand.

Adding or Removing Residents

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

When a resident is discharged or opts out: notify Rientro to remove them from your facility's dashboard. The family retains their own app access and full history. Nothing is deleted from the family's account.

When a family requests complete data deletion: contact Rientro. All mission history and telemetry for that resident is permanently removed. This is irreversible — we confirm with the family before proceeding.

12. Data, Privacy, and Compliance

What Is Stored Per Resident

• Name, date of birth, blood type, weight, height
• Medications list
• Medical alerts (allergies, conditions)
• Emergency contacts (name, phone, role)
• Facility address as safe zone (GPS coordinates)
• Location telemetry history (pings, DEFCON levels, sensor readings)
• Mission history (incidents, escalation logs, resolutions)

What Is NOT Stored

• Social Security numbers
• Insurance information
• Financial records
• Medical records beyond what is entered in the patient profile
• Video or audio

Access Control

HIPAA

Rientro operates as a Business Associate under HIPAA. A Business Associate Agreement (BAA) is available upon request and is required before signing any facility contract. Contact us before executing any agreement subject to HIPAA.

Data Retention

• Active resident data: retained for the duration of the contract
• After contract termination: all resident data deleted within 30 days of written request
• Audit logs (staff actions, escalation events): retained for 1 year

Incident Response

If unauthorized access or a data breach is suspected:

1. Contact Rientro immediately (see Section 14)
2. Document what was accessed and when
3. We will audit system access logs within 2 hours
4. Affected facilities and residents are notified per the HIPAA Breach Notification Rule

13. Troubleshooting

A Resident Does Not Appear on the Overview Grid

Most common cause: the resident's record has not been linked to your facility yet. Contact Rientro to confirm the enrollment step was completed.

Also check: are you logged in with an account that has an active role in your facility? If your account was recently added, try logging out and back in.

A Staff Member Cannot Log In

1. Confirm the email matches the one they 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: try logging out and logging 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

In order of likelihood:

1. Watch battery dead — charge the watch; the card will update within 1–2 minutes of reconnection
2. Lost cellular signal — check if the resident is in a known dead zone in the facility
3. Watch was unpaired or reset — if a family member or staff unpaired the watch, it needs to be re-paired and re-configured (see Section 9)
4. Patient app crashed — force-quit and reopen Rientro on the watch

The Dashboard Shows an Unexpected DEFCON Level

The DEFCON shown is based on the most recent telemetry received. If the watch has been offline (poor signal, dead battery), the displayed level may be stale.

Always read the "Last Seen" timestamp alongside the DEFCON level. A D5 card with a 2-hour-old timestamp means "safe as of 2 hours ago" — not necessarily safe now.

A Mission Did Not Appear in History After an Incident

Mission detection requires the system to observe a DEFCON transition: 5 → 4 (incident starts) and back to 5 (incident ends). If a resident was located and returned without the watch detecting the clean transition, the mission log may be incomplete.

Contact Rientro to manually complete the mission record. Provide:

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

14. Support

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

Response time: within 24 hours (replies typically arrive the morning after you write to us).

For urgent issues during a live incident, the system itself is handling escalation automatically. Reach EMS or family contacts directly — the platform does not go down.

Quick Reference Card

Print and Post at the Nursing Station

SAFE RETURN COMMAND CENTER — QUICK REFERENCE

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

──────────────────────────────────────────────
DEFCON COLORS:

  Green   D5  Safe. Resident in safe zone.
  Cyan    D4  Left safe zone. GPS tracking.
  Yellow  D3  Caution. Check Alerts now.
  Orange  D2  Emergency. Respond immediately.
  Red     D1  Critical. EMS dispatched.

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

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

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

  1. Open Alerts → click the resident
  2. Patient Detail has all medical info
  3. Family and EMS are notified automatically
  4. Your job: search the perimeter + stand by

──────────────────────────────────────────────
AFTER AN INCIDENT:

  1. Confirm resolution in Mission History
  2. Click incident → Mission Detail → Export Report
  3. Save PDF → attach to incident binder

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

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

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

Rientro — rientro.care Version 2.0 — March 2026