What Makes a Good Escalation Contact

An escalation contact is someone who will be phoned by the ARC when attempts to reach you are unsuccessful or when escalation is needed. So, a well-prepared escalation contact is a key element in enhancing the overall effectiveness of your escalation plan and emergency response.

We recommend having a minimum of 3 escalation contacts that our ARC controllers can contact in the event of an alarm. All escalation contacts should:
• Know the locations and tasks the user encounters throughout their day
• Be able to contact, check on or send a colleague to check on the user’s welfare
• Be individuals the user trusts
• Know of any serious medical conditions the user has

Here are our top tips for an effective escalation contact:
• Have 1 escalation contact with authority in the business
• Provide office hours for all escalation contacts
• Include as many contact methods as possible
• Ask all escalation contacts to save our ARC number