SafetyCulture
Last updated:

Manage lone-work alert escalations

Learn how to manage lone-work alert escalations via the web app.

Please note that this feature is currently in Early Access. If you're interested, please contact your customer success manager to check if your organization is eligible.

How do alert escalations work in Lone Worker?

You can set up alert escalations in SafetyCulture's Lone Worker feature to ensure a fast and ready response whenever your team members need help. If something goes wrong while they're doing their job and they start a panic, the alert will be escalated, and contacts will be notified immediately to help resolve the problem. These alerts will be sent via email, push notifications, SMS, and automated calls (robocalls) when a panic is started, canceled, or resolved.

Before setting up alert escalations, ensure you've added users who will be working as lone workers to groups in your organization.

What you'll need

How do automated calls work for escalations?

When automated calls are turned on for a group’s alert escalations in Lone Worker, any panic events trigger immediate phone notifications to designated contacts. These calls ensure urgent awareness of a worker in duress, providing a more direct and attention-grabbing alternative to push, email, or SMS notifications.

Depending on where your organization's data is hosted, alert contacts can expect automated calls from one of the following phone numbers:

Consider adding the automated call number to your phone’s favorites or allowlist to ensure critical alerts come through, even when your phone is on silent or in focus mode.

When a call is made, a contact can expect to hear the following message for a brief context on who triggered the alert:

  • This is a panic alert for user <username>.

  • Please press 1 to acknowledge this message.

  • *press 1*

  • Panic acknowledged.

  • *call ends*

If the contact acknowledges the alert, the acknowledgment is then also tracked in the job's timeline. The contact should then reach out to the worker in their own way to offer assistance outside of SafetyCulture.

An example of an automated call acknowledgment in a job's timeline on the web app.

If you have automated calls turned on for a group's alert escalations, each contact needs to add their mobile number to their account for them to receive calls.

Create an alert escalation

  1. Log in to the web app.

  2. Select Lone Worker iconLone Worker from the menu on the left-hand side.

  3. Click Settings iconSettings on the upper right-hand side.

  4. Click Escalations.

  5. Click Plus iconCreate escalation on the upper right of the page, select a group to create escalations for, and then click Create.

  6. Configure the following settings:

    • Assign job types: Select the job types that users in the selected group can start as they do their lone work.

    • Alert escalations: Set up the first escalation contact by adding users to notify immediately once panic starts. Then, click Plus iconAdd escalation to set up further escalation points. Add an escalation for a group's alert escalation settings via the web app.

  7. Click Save.

Edit an alert escalation

  1. Log in to the web app.

  2. Select Lone Worker iconLone Worker from the menu on the left-hand side.

  3. Click Settings iconSettings on the upper right-hand side.

  4. Click Escalations.

  5. Click image on the right-hand side of the escalation and select Pencil iconEdit escalation. Edit an alert escalation for a group via the web app.

  6. Configure the escalation and click Save.

Need more help?
Email
Phone
Ask the community

Thank you for letting us know.

If you would like a reply from someone, please contact us atsupport@safetyculture.com.

In this article