Frequently Asked Questions

1. What is ONSCREEN, and how does it work?

• ONSCREEN is a device that connects to your TV, allowing you to have video calls with your case manager, nurse, and family members. The device will automatically turn on your TV for scheduled calls, so there’s no need to learn any new technology.

• Reminders for medication and appointments can be set up to help you stay on track. These reminders will display directly on your TV, making it easier to manage your health.

• Your family members can also be set up to video call you directly to your TV, letting you see them in life size video.  You can call them through the TV, and they can call you as often as you like.

2. What are the requirements to participate in this program?

• You will need to agree to the terms of the Pilot Program.

• To use ONSCREEN, you’ll need:

  • Broadband WiFi in your home

  • A TV that’s less than 8 years old, preferably of the brands Samsung, LG, Vizio, TCL, Sharp, or HiSense

  • An available HDMI port on the back of your TV to plug in the ONSCREEN device

  • A ONSCREEN representative will come to your home to set up the device to your TV

3. How long will this pilot program last?

• The pilot program is expected to last between 3 to 6 months. During this time, we’ll ask you to fill out a survey at the beginning, middle, and end of the program to help us understand your experience. Each survey only takes about 15 minutes.

• However, at the end of the pilot, we will evaluate the effectiveness of the program and determine if we will extend it.  

• If we choose not to extend it, you will have the option to continue access individually, to maintain family video calling connections and other benefits.

4. Is this pilot program really free?

• Yes, it’s completely free for you! The Institute on Aging covers the cost of the ONSCREEN device and service as part of this pilot program.

5. Is my privacy protected?

• Absolutely. The device includes a camera shutter and a microphone switch, allowing you to control when they’re active. Your calls are also secure and private.

• All conversations with your case manager and nurse are fully encrypted and protected by HIPAA Standards, which Institute on Aging and ONSCREEN fully implement.

6. What if I’m not comfortable using new technology?

• No worries! ONSCREEN is designed to be simple and automatic. Once it’s set up, there’s nothing you need to do. The TV will turn on automatically for scheduled calls, and you’ll only need your TV remote.

7. Can ONSCREEN help me remember medications and appointments?

• Yes! Reminders for medication and appointments can be set up to help you stay on track. These reminders will display directly on your TV, making it easier to manage your health.

8. How often will I receive calls from my case manager or nurse?

• Your case manager or nurse will schedule regular calls based on your care plan and health needs. You’ll be notified of these scheduled calls in advance.  These calls will be during business hours, between the hours of 9:00 AM and 5:00 PM.

9. What if I miss a call?

• If you’re not available for a scheduled call, your case manager or nurse will reach out to reschedule or follow up as needed.

10. What happens if there’s an emergency?

• In an emergency, please still use your phone to call 911 or your primary contacts. ONSCREEN is designed for scheduled calls and check-ins, not emergency communication.

11. Will I need to purchase or set up anything else?

• No, everything you need is provided by the Institute on Aging, including setup support.

12. How is this different from a regular phone call?

• ONSCREEN allows you to have face-to-face video conversations on your TV, making it easy to communicate with your care team and loved ones without the limitations of a small phone screen.

13. What if I decide I don’t want to use ONSCREEN?

• You’re free to opt out at any time. Just inform your case manager or representative from the Institute on Aging if you’d like to discontinue the service.