Escalation Process Guide

Escalation Process for ARC Controllers

Escalation contacts form an essential part of your lone worker safety system.

It’s important that roles and responsibilities are clear, and contact information is always kept up-to-date. This straightforward guide will support this by answering the following questions:

(Click on the above links to quickly access to the relevant section.)

What is an escalation?

All Peoplesafe users are asked to nominate at least two escalation contacts.

In the event of a user activating their lone worker device or going into Man-Down, the Alarm Receiving Centre (ARC) will attempt to contact the user, either via the two way communication on the device or by telephone. If they are unable to do this they will call the escalation contacts.It may indicate a sudden onset of illness or an accident if the ARC operators receive a Man Down alert and have not been able to contact the user. If attempts to contact the user are unsuccessful then the listed escalation contacts will be telephoned and asked to assist. This may involve visiting the user’s location and checking on their safety and wellbeing or asking another person who is more able to quickly attend.

Why use escalation contacts?

Escalation contacts are the best people to:

  • Guide and greet emergency services
  • Provide emergency first aid
  • Check on the well-being of a colleague
  • Raise the internal alarm
  • Assist with situations not requiring the emergency services

What happens during a Red Alert?

Here’s a simple Red Alert process flowchart:

Red Alert Flowchart

What makes a good escalation contact?

Here are five essential characteristics:

  1. Available to help, in the vicinity and with a working phone
  2. Willing to help their colleagues and update Peoplesafe in the event of an ongoing alarm
  3. Aware of who they are an escalation for
  4. Prepared with the direct phone number of the lone worker for whom they are an escalation
  5. Informed of the working role of their lone worker and regular working locations

 

What is a URN?

Our BS 8484:2016 accreditation enables us to bypasses the 999 service and speed-up response times through Unique Reference Numbers (URNs).

When 999 is dialed, the operator does not have any information regarding the caller, their location and what the problem is; relaying all this information takes up valuable time.

Because Peoplesafe is accredited to BS 8484:2016, we have the authorisation to contact Police Control Rooms directly through a Unique Reference Number. This system bypasses the 999 service, helping to speed up response times.

999

  • Operator has no knowledge of the caller
  • Operator has no knowledge of the caller’s location
  • Operator has no knowledge of the actions of the caller
  • Has to qualify information before transferring to police dispatch

 

URN

  • Operator knows who is calling
  • Operator can see GPS location for the caller
  • Operator knows the job role and often the specific task that the caller has been undertaking
  • Can send information directly to Police Control Rooms for a faster response

 

Frequently asked questions

FAQs from users, managers and escalation contacts.

 

What do I do if I go on holiday?

Ask your manager to remove you from the escalation list on Vision for the duration of your holiday.

What is the first step if I recieve a call from the Peoplesafe ARC?

Try to contact the user or colleagues who may be with/near the user. Check internal systems to confirm the activities and location of the user.

What happens at the end of an alert?

Follow your internal procedures, for example fill in the accident book.

What if I don’t know anything about the user?

Be proactive and try to help the operator. Try to find an alternative contact. Remember, a person’s safety could be at risk!

What if I am going on a night out and I wont be contactable?

Update your details on Vision, turn on your answerphone and let the other escalation contacts on the list know.

 


 

If you still have any questions or concerns, please don’t hesitate to email our client service team or call them on 0800 990 3562.