What Makes a Good Escalation Contact?

One of the most critical components of a robust safety strategy is having effective escalation contacts in place. These individuals serve as the first point of contact during emergencies, acting as a vital link between employees and the support they need.

In environments where incidents can occur unexpectedly and escalate quickly, having reliable escalation contacts helps to ensure that help is available quickly and tailored to the situation. This means that effective escalation contacts can mean the difference between a minor issue being resolved quickly or escalating further.

What is an Escalation Contact?

An escalation contact is a predetermined individual who will be contacted by the Alarm Receiving Centre (ARC) when an alarm is raised if there’s no immediate evidence of an emergency and the user cannot be reached.

In this instance, the ARC will reach out to the escalation contact to verify the user’s safety, or to gather any additional information to help resolve the situation.

If an immediate emergency response is required, the escalation contact will be informed after help has been arranged, enabling them to provide in-person support and follow internal procedures.

Why do I need Escalation Contacts?

Having escalation contacts is essential for several reasons:

1. Raise the Internal Alarm

Escalation contacts are the first line of defence when an alarm is raised, and the user is unreachable. They can help to determine if an alarm is genuine by checking the user’s schedule, last known location, or nearby colleagues. They can also alert others in the organisation, ensuring quick and appropriate action is taken.

2. Assist in Non-Emergency Situations

Not all situations require emergency services. Escalation contacts can provide support for incidents that require assistance but are not serious. For example, if an employee feels unwell but does not require immediate medical attention, their escalation contact can provide guidance, reassurance and potentially arrange for transportation home.

3. Provide in-person Support

If an escalation contact is nearby, they can check on the employee’s wellbeing, provide emergency first aid, and guide and greet emergency services if needed. This in-person support can make a significant difference to the user’s wellbeing in stressful situations.

Six Characteristics of a Good Escalation Contact

Selecting the right escalation contact is essential to ensure a quick and effective response in critical situations. Here are some key characteristics to consider:

1. Available: Choose people that would be able to contact you or send someone to check on your welfare when needed. Ideally, these individuals should be near your work location and be able to act quickly in an emergency.

2. Willing: It’s essential that escalation contacts are not only available but also willing to assist their colleagues. This includes being proactive in updating Peoplesafe in the event of an ongoing alarm.

3. Aware: An effective escalation contact should be aware of who they are responsible for. This means knowing the names and roles of the employees they are assigned to, as well as their regular working conditions and routines.

4. Informed: Escalation contacts need to be informed about their colleague’s role, including any specific risks associated with their position. For example, if a colleague works in a high-risk environment like construction, the contact should understand the potential hazards they might face.

5. Prepared: Being prepared means having the direct phone number of the colleague they are an escalation contact for, as well as any relevant medical information. This knowledge allows them to respond appropriately in emergencies and provide vital information to emergency services.

6. Trusted: Choose individuals you trust to handle these responsibilities. These contacts should be able to remain calm under pressure, make sound decisions and act in your best interest during critical situations.

How Often Should I Update Escalation Contacts?

Keeping your escalation contacts up to date is essential to ensure the best response in an emergency. Over time, changes in roles, work locations and personal circumstances can affect a contact’s suitability. It’s a good idea to review and update your escalation contacts regularly, ideally every six months or after any significant team or organisational changes.

When reviewing your escalation contacts, ensure all phone numbers are current and that work hours are up to date. If there have been any changes, update their details in Nexus or ask your account administrator to do this for you.

Tips to Manage Escalation Contacts

To maximise the effectiveness of your escalation contacts, follow these key tips:

• Have multiple contacts: We recommend having a minimum of 3 escalation contacts that our ARC controllers can contact in the event of an alarm. This ensures that someone is always reachable in case of an emergency, even if one or more contacts are unavailable.
• Appoint a decision-maker: Have at least one escalation contact with authority in the business to make decisions when necessary. This ensures that critical actions can be taken quickly if an emergency escalates.
• Provide office hours: Clearly state the availability of all escalation contacts to ensure they can be reached when needed. Knowing when each contact is reachable avoids unnecessary delays and helps to speed up an effective response.
• Include multiple contact methods: Provide various contact numbers for escalation contacts to ensure they can be reached quickly. This allows the ARC controllers to try alternative methods if the primary one fails, improving the chances of reaching them.
• Save the ARC number: Ensure all escalation contacts have the ARC number saved in their phones so they can quickly recognise a call and respond quickly in an emergency.

Frequently Asked Questions for Escalation Contacts

What do I do if I go on holiday?

Ask your Peoplesafe admin to temporarily remove you from the escalation list during your holiday, ensuring that your absence doesn’t disrupt the escalation process. If possible, arrange for someone to cover your responsibilities during your absence.

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

Try to contact the user or colleagues who may be near the user. Also, check internal systems to confirm the user’s activities and anticipated location.

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

Be proactive and try to help the Controller. Search for an alternative contact or any information that may be useful.

What happens at the end of an alarm?

The Controller will confirm that both you and the user are satisfied before closing the alarm. After this, follow your internal procedures, such as filling in the accident book.

How often should I review my responsibilities as an escalation contact?

Regularly review your responsibilities, especially after any updates in your team, changes in your own role, or new protocols. Staying informed ensures you’re fully prepared in case of an alarm.

What if an alarm is triggered accidentally?

Confirm with the ARC Controller that it was a false alarm. The user will then need to contact the ARC themselves to confirm their safety for the alarm to be closed down.

For more guidance on what makes a good escalation contact, download our infographic.