You will only need to set up Escalation Contacts if your organisation uses a Monitoring Partner. If you do not use a Monitoring Partner please refer to our guide on how to set up Escalation Policies in the Hub.
In the event an alert is triggered, the Monitoring Partner will first try to contact the User to confirm if they triggered the alarm by accident or if it's a genuine alarm, and gather information on the nature of the alert.
If the Monitoring Partner cannot reach the user, or if something is seriously wrong, they will get in touch with the Escalation Contact. These should be either their Line Manager, Emergency Contact or a person who can take action in the case of an emergency or accident.
NOTE: Escalation Contacts do not need to hold a user licence within StaySafe. These contacts can be anyone available to assist when appropriate.
When Will an Escalation Point of Contact be Called?
Monitoring Partners follow set response procedures that dictate how they manage triggered alerts. You will be provided with these when your Monitoring Partner is setup. These response procedures can sometimes be customised, but Monitoring Partners will reach out to escalation contacts if:
The Lone Worker doesn't respond to phone calls placed by the Monitoring Team when an alert is triggered.
An incident has occurred, and the Monitoring Partner needs to alert the point of Escalations to inform them of an incident, or make any appropriate arrangements, such as hospital pick-ups, contacting family members, next of kin etc.
Setting Up Escalation Contacts
Every user must have at least two Escalation Contacts, and in order to get them set up, we will require their Name and Phone Number(s). This should be entered into your Monitoring Spreadsheet, along with User and Role Information.
Please update your spreadsheet if Escalation Contacts need to be replaced or amended. Email us at support@staysafeapp.com with the new details, and we will update the Monitoring Partners.
What's Next?
How to set users up with a Monitoring Partner, How Monitoring Partners deal with alerts and What Monitoring Partners are for.