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. (No pause is done for Help alerts)
- 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 a missed check-in alert.
Anotehr version for a Help/Panic alert:
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.
