At our Safety Monitoring Center (SMC), every alert is handled with the utmost care, our experienced operators follow an action plan designed to ensure the safety and well-being of those we protect.
- Types of Alerts our Monitoring Center will Receive
- How do the Action Plans Work?
- Viewing Monitoring Center Alerts
Types of Alerts our Monitoring Center will Receive
Our safety monitoring center will receive the following alerts from Ok Alone:
- Help/Panic Alerts
- Missed Check-In
- Missed High-Risk Check-In
- Missed Timed Activity
- Man Down Alerts
What Information is set with Alerts?
When an alert is sent to our monitoring center they will receive the following information and build up a customised action plan to quickly deal with the emergency situation.
- Worker name
- Worker phone and email
- Worker location (if we have a location within the last 15 minutes)
- Alert type – man down, panic, missed check-in
- Emergency contacts (two are required)
How do the Action Plans Work?
For every alert the operators get a customised action plan and will start working through the steps to manage the emergency situations.
Here’s a simple summary of the SMC escalation procedure:
- Alert Received: The SMC receives an alert
- Initial Contact Attempts: The SMC operator calls the workers’s primary and secondary contact numbers.
- No Response: If the subscriber doesn’t answer, the system pauses for a few minutes and retries.
- Escalation to Contacts: If still no response, the operator begins contacting the workers’s emergency contacts / monitors.
- Decision Point: Contacts can either:
- Dispatch emergency services, or
- Follow up directly with the subscriber.
- Final Resolution: The alert is resolved and cleared once a response is made or emergency services are dispatched.
Note: The SMC cannot dispatch emergency services without positive confirmation from either the worker, emergency contact or monitor.
The diagram below shows the steps operators typically take to deal with alerts.
SMC Phone Numbers
The SMC will make outbound calls from the following phone numbers:
- Canada: (778) 653-7119
- USA: (854) 220-0811
Viewing Monitoring Center Alerts
All alerts sent to the monitoring center can be viewed on the Alerts page – Reports & Logs > Alerts.
This report will show who the Alert was sent to and include Monitoring Center actions if they handled the alert.
