Data Change Management Policy – SOS Watch Monitoring

Data Change Management Policy – SOS Watch Monitoring

Monitoring service records form part of a safety-critical emergency response ecosystem. To ensure resident user information remains accurate, traceable, and properly synchronised across all relevant systems, all amendments to existing monitoring services must follow a controlled change management process.

Individual Modification Requests Required

A separate Modifications request (ticket) must be submitted for each service requiring updates.

This process applies regardless of whether one or many services require changes.

Examples of changes include:

  • Emergency contact updates
  • Contact phone number changes
  • Key safe detail changes
  • Resident name corrections
  • Miscellaneous notes updates
  • Other resident/service record amendments

Each individual ticket creates a controlled audit trail showing:

  • who requested the change,
  • what was changed,
  • when the request was submitted,
  • when the change was completed,
  • and confirmation that the request was actioned.

This process also assists with synchronisation across multiple integrated systems involved in monitoring, emergency response, telecommunications provisioning, and compliance recordkeeping.

While submitting separate requests for multiple services may initially seem onerous, this approach ensures that each amendment can be independently tracked, verified, and audited historically through to completion.

Bulk-Edited Spreadsheets Cannot Be Accepted

Exported reconciliation reports are provided as reference documents only and are not intended to function as editable amendment forms or source-of-truth records.

However, communities are welcome to re-run reports from the Member Portal at any time. Each report is generated live from our systems at the time of export and therefore reflects the most current data available within Daktel’s platform. This can be useful for periodically reviewing services or validating that previously submitted modification requests have been completed correctly.

Daktel Australia cannot accept:

  • marked-up spreadsheets,
  • highlighted reports,
  • files containing comments or notes,
  • spreadsheets with added/removed columns,
  • or bulk edited reconciliation exports for processing.

These types of documents create ambiguity, weaken audit traceability, and significantly increase the risk of interpretation, processing, or data synchronisation errors across integrated systems.

For this reason, all amendments must be submitted individually via separate Modification tickets.

Why Large Volumes of Changes Occur

Large batches of corrections are commonly caused by:

  • delayed periodic reconciliation,
  • historical updates not previously submitted,
  • local records diverging over time,
  • or services being changed internally onsite without corresponding modification requests being lodged with our Service Desk.

Communities should periodically review and reconcile resident monitoring data as outlined within the Safe Home Hub handbook documentation for community managers.

Ticket Subject Naming Convention

When submitting modification requests, please use a meaningful, unique email subject line to facilitate efficient triage and tracking.

Recommended format:

[Resident Name] – [Unit/Room] [Community Name] – [Request Type]

Example:

Caitlin Nugan – Apt 93 Seaton Village – update contact phone number

This is especially important where multiple requests are being submitted simultaneously.

Important

The Daktel Service Desk reserves the right to return or reject:

  • unclear requests,
  • bulk edited spreadsheets,
  • or requests lacking sufficient identifying information.

This policy exists to protect the safety of your resident service users, maintain the integrity of emergency response data, and ensure accurate historical recordkeeping across all systems.

Thank you for your understanding and cooperation in helping maintain the accuracy, integrity, and reliability of your community’s monitoring services. 

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This article's audience is Senior Living Operators only. For myhomefone retail consumer support, click here for the main menu.

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