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:
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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.
Escalation contacts are the best people to:
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.
Ask your manager to remove you from the escalation list on Vision for the duration of your holiday.
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.
Follow your internal procedures, for example fill in the accident book.
Be proactive and try to help the operator. Try to find an alternative contact. Remember, a person’s safety could be at risk!
Update your details on Vision, turn on your answerphone and let the other escalation contacts on the list know.