Life support equipment registration

How do we register a customer who depends on powered medical equipment, verify the need, and flag the account for outage and shutoff priority?

Register the need once, verify it, and make the flag visible to every process that must honor it. When a customer reports that a household member depends on powered medical equipment, Callvu identifies the customer and prefills the account and the premise, captures the registration (the equipment type from the rules' list, the person, the backup power available, the emergency contacts, the physician), sends the certification to the physician through a link where the rules require it, reads and checks it (the equipment named, the provider's license, the person at the premise), writes the life support flag to the billing system, the CIS and the outage and dispatch systems so the account is protected from disconnection under the rules, prioritized for restoration and notified of planned outages and emergencies, chases the periodic reconfirmation, routes an unverified or conflicting registration to the credit desk in the Decision Desk, and records the registration for the commission's reporting.

In scopeComplex: multi-party handoffsCallvu moves: chase and verify, decide, write back

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Last updated November 7, 2026.

The problem today

The registration was in the billing system; the storm restoration crews worked from the outage system, which had never heard of it.

Today, without Callvu

A household with a ventilator, an oxygen concentrator or a dialysis machine depends on the utility in a way the rules recognize: no disconnection for nonpayment without the special protections, priority in restoration, advance notice of planned outages, and contact in an emergency. The registration exists to make that real, and it fails when it lives in one system: the flag in billing that the outage management system does not read, the physician's letter in a file, the reconfirmation never sent, the customer who moved with the flag left at the old premise.

The commission's rules define the equipment that qualifies, the certification required and who may give it, the protections and the priority, the notice obligations, the reconfirmation period and the reporting. The flag must be on the premise and the account in every system that acts on it, verified, and current. That is a process with a chase to a physician, a check, a multi-system write and a renewal clock.

The flag is only a protection where the crew can see it.

How it runs

From the requestto the system of record.

A customer reports a household member's dependence on powered medical equipment in any channel (a call, the app, a medical certificate case, a hardship application), or a physician or an agency reports it. Callvu identifies the customer and opens the registration.

Customer: Registers the equipment, the person and the contacts, and reconfirms when reminded.
Physician or licensed provider: Certifies the dependence through a link where the rules require.
Credit and collections desk, outage and dispatch teams: The desk decides unverified registrations in the Decision Desk; the outage and dispatch teams act on the flag.
Callvu: Captures, requests and checks the certification, writes the flag to every system, chases the reconfirmation, routes and records.

Capture the registration
The account and the premise are prefilled; the registration captures the equipment type against the rules' list (a ventilator, an oxygen concentrator, a dialysis machine, a feeding or infusion pump, a nebulizer where the state includes it, and others the rules name), the dependent person and their residence at the premise, the backup power on hand and its duration, the emergency contacts and the preferred notification channels, and the physician's details; the customer is told the protections, the limits (the rules' notice and the arrangement conditions for nonpayment) and the duty to keep a backup plan.
Chase and verify the certification
The certification form is sent to the physician through a link with the elements the rules require (the person, the equipment, the dependence, the provider's license and signature); the physician is chased on the schedule; the certificate is read and checked (the equipment matches the registration, the provider is licensed, the person is at the premise); a deficient certificate is returned with the gap.
Decide and flag
A verified registration writes the life support flag by rule to the billing system, the CIS, the outage management system, the dispatch system and the customer contact system, with the equipment, the backup duration, the contacts and the reconfirmation date, so the account is protected from disconnection under the rules (with the special notice and the arrangement conditions), prioritized for restoration, notified of planned outages in advance and contacted in an emergency; an unverified registration after the chase, a conflict (the person not at the premise, equipment outside the list), or a move goes to the credit and collections desk in the Decision Desk with the record and only the allowed outcomes (register, register provisionally for the rules' period, request a correction, or decline with the reason and the rights).
Reconfirm and write back
The registration and the certification are recorded for the commission's reporting; the periodic reconfirmation is chased from the customer and the physician at the rules' interval; a move triggers the flag's transfer to the new premise through the start, stop and move process and its removal from the old; a registration not reconfirmed ends with the notice the rules require.

Where it ends: The dependence was registered once, certified by the physician through a link, checked, and flagged in every system that must honor it, with the reconfirmation chased on the rules' interval. The Decision Trace shows the checks and any decision; the Audit Trace shows the registration, the certification, each system write and the reconfirmations with time.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

State commission disconnection notice rules: The commission's life support and medical baseline rules define the qualifying equipment, require a physician's or licensed provider's certification of the resident's dependence, prohibit disconnection for nonpayment of a registered account except under the special procedures (a longer notice, a personal contact, an offer of an arrangement), require the utility to maintain a list of registered customers, to give them advance notice of planned outages, to prioritize their restoration where practicable and to contact them in emergencies, and to reconfirm the registration at an interval (commonly annually); some states add a discounted rate or a baseline allowance for the equipment's usage.
Winter and extreme weather moratorium rules and emergency plans: The utility's emergency and storm plans filed with the commission must address registered customers (the contact, the welfare checks, the coordination with emergency services), and the seasonal moratorium applies to them with the other covered customers.
Health information privacy: The registration and the certification are health information held under the utility's privacy policy, shared with the outage and emergency functions only as the rules and the plan require, and disclosed to emergency services under the plan.

Company policies

The registration is captured once with the equipment, the person, the backup plan and the contacts, and certified where the rules require.
The flag is written to every system that acts on it: billing, the CIS, outage management, dispatch and contact; one system is not enough.
The reconfirmation is chased at the rules' interval, and a move transfers the flag through the move process.
The billing system and the CIS are the systems of record, with the outage and dispatch systems carrying the flag.

Controls

Registration capture against the equipment list.
Physician certification link with reading and checks.
Multi-system flag write with contacts and backup data.
Decision Desk for unverified or conflicting registrations.
Reconfirmation chases at the interval.
Move handling and commission reporting.

Clocks and deadlines

Certification: Chased from the physician within the rules' period, with a provisional flag where the rules allow.
Reconfirmation: At the rules' interval (commonly annually), chased before it.
Planned outage notice: The rules' advance notice to registered customers, driven by the flag in the outage system.

Documents and checks

The registration
The certification as received and checked
The flag writes to each system
Any decision
The reconfirmations and the commission report

In the Decision Trace

The equipment classification.
The certification checks.
Any decision and the person.

In the Audit Trace

The registration with time.
The certification with time.
Each system write, each reconfirmation and any move.

The handoff

Between the front doorand the back office.

The front door

Any channel for the customer; the physician through a link.

The back office

The outage, dispatch and emergency teams act on the flag in their systems; the credit desk decides only unverified cases.

The Decision Desk

An unverified registration after the chase, a conflict with the premise or the equipment list, or a move goes to the credit and collections desk in the Decision Desk with the record and only register, register provisionally, request a correction, or decline with the reason and the rights.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

What equipment qualifies?

The equipment the state's rules list (ventilators, oxygen concentrators, dialysis machines, infusion pumps and others named), with the physician's certification of the resident's dependence.

What does the flag do?

In every system that acts on it: protects the account from disconnection except under the special procedures, prioritizes restoration, triggers advance notice of planned outages and contact in emergencies.

Does it need renewal?

Yes, at the rules' interval, commonly annually; the reconfirmation is chased from the customer and the physician before it, and a move transfers the flag to the new premise.

Related processes

Medical certificate and renewal Shutoff blocked by a medical hold, with an arrangement offered Outage report Start, stop and move service Try it in the sandbox All utilities processes

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