MedicAlert's
Connect Protect Program

Partnering with First Responders
to Keep Communities Safe

first responder and an elderly lady

Did you know… Any first responder can access MedicAlert’s subscribers health information by calling MedicAlert’s 24/7 Emergency Hotline, even if they are not a Connect Protect partner?

MedicAlert works directly with first responders to make sure lifesaving information is available the moment it’s needed. We provide secure access to critical health records, giving 9-1-1 dispatchers, police, paramedics, fire services and search and rescue teams the details they need to respond faster, safer, and with greater confidence.

The Connect Protect program is a partnership between MedicAlert and Public Safety Answering Points (9-1-1 dispatch centres), paramedics, police, and fire services. It gives first responders 24/7 secure access to MedicAlert’s Subscriber Health Information.

 

What First Responders See

  • Medical conditions that may affect care on scene (e.g., Alzheimer’s, autism, dementia, diabetes, hypertension, allergies)
  • Current medications and known risks
  • Wandering history and risk factors (especially critical for individuals living with dementia)
  • Behavioural triggers and recommended de-escalation techniques
  • Physical description and other key details
  • Emergency contact information for rapid family notification and reunification

 

Quick, secure access to this information helps frontline responders support individuals in crisis or those unable to communicate. In an emergency, saving even a few minutes can mean saving a life.

Ways First Responders Can Access the MedicAlert Subscriber Health Information

1. SHID Hotline Portal (Subscriber Health Information Database)

The SHID Hotline Portal is a secure, web-based platform that gives authorized first responders free access to a MedicAlert subscriber’s health information. The portal presents details in a format designed specifically for emergency triage, ensuring that critical medical information is available quickly and clearly when it’s needed most.

2. RapidSOS UNITE

With RapidSOS UNITE, available at no cost in 9-1-1 command centers, call takers, dispatchers, police, paramedics, and fire services can access MedicAlert subscriber health information before responders arrive on scene. This ensures emergency teams are ready to deliver the right care across situations, from single incidents to complex, multi-agency responses.

Even if a caller is unable to speak, confused, or in distress, first responders still receive the critical details they need to act faster, safer, and with greater confidence.

Why MedicAlert Connect Protect Matters to First Responders

  • Faster response: Access to health records at the call-taking stage speeds up decision-making.
  • Safer interactions: Responders arrive equipped with strategies tailored to the individual’s unique needs.
  • Better outcomes: Vulnerable populations receive accurate, timely care which improves safety for both individuals and responders.
  • National reach: MedicAlert protects members nationwide, giving responders critical information no matter where they live.

Training for Connect Protect Partners

Connect Protect partners have access to a digital learning platform, a central training hub for dispatchers and frontline responders. This free, easy-to-access training explains why MedicAlert matters in a crisis, how to identify MedicAlert IDs, and where to locate critical medical information, helping responders act faster, safer, and with confidence.

What First Responders Are Saying:

“Not only minutes but seconds can save lives and knowing that within seconds 911 communicators can have access to your medical information through the MedicAlert program this could just simply, save a life!”

— Carole Steacy, PSAP Manager, Gananoque Police Service

“By leveraging the MedicAlert Connect Protect platform through RapidSOS, our communicators can quickly access critical medical information, enabling responders to provide the right care when it matters most.”
— Justin Gilbert, Deputy Fire Chief, Barrie Fire & Emergency Service

“Having MedicAlert built right into our CAD means first responders get the info they need right away. It makes people safer, and it’s something I hope we’ll see in all services in the future.”
— Eric Janus, Operations Manager-Communications Centre, Ottawa Police Service

First responders—we’d love to hear from you!

Want to learn more about Connect Protect or bring it to your community? Email us at firstresponders@medicalert.ca. You can also reach out to the same address to see if Connect Protect is already available in your area.

Are you a First Responder? Learn More About Becoming a Connect Protect Partner.

Thank you for your interest in MedicAlert’s Connect Protect Program. Please complete the form, and our First Responder Partnerships Manager will be in touch within one to two business days.