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Escalations


Andrew Gabb
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From the lone working trials I have been thinking about the escalations.

I have already suggested escalating to a group as an option.

Up until now, the escalations have been coming through to me. As the guys get used to there check ins, I have been receiving quite a few. Some I have missed due to meetings or travelling. 

As a back up, I have changed the alerts to a three point escalation.

I receive an alert 15 minutes after a missed check in.

If I do not attend to the missed check in within 5 minutes, the second escalation will go to another in my team.

If they fail to address the failed check in within 10 minutes, the third alert will go to the HR team.

I have also been thinking about out of hours lone working and wondered about utilising our 24 hour customer team.

If there were the option to add scheduling into the escalations. eg, 8am to 6pm then after 6pm and weekends escalation to out of hours. I guess I would need to set out of hours up as a user which would be a problem.

Also a bug. Some loner workers have been extending their jobs but the missed check in still triggers an alert. Feel free to look at my account with Comms - 34 as an example 

4 replies

Nick Brown
SafetyCulture Crew
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  • SafetyCulture Crew
  • 19 replies
  • March 13, 2025

Hey Andrew,

Thanks for letting me know there’d be interest in scheduling - we are looking into this as a future option. At this stage, I’d suggest creating two groups, one going to the customer team for AH, and one going to your usual team during business hours. 

We’re also offering a 24/7 monitored service to customers, so that any duress alerts that are triggered are managed by a professional partner of ours who can escalate to emergency services if necessary - an ARC. 

Thanks for raising this bug. I’ll have the team look into it.


Andrew Gabb
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  • Author
  • Speaker
  • 47 replies
  • March 14, 2025
Nick Brown wrote:

Hey Andrew,

Thanks for letting me know there’d be interest in scheduling - we are looking into this as a future option. At this stage, I’d suggest creating two groups, one going to the customer team for AH, and one going to your usual team during business hours. 

We’re also offering a 24/7 monitored service to customers, so that any duress alerts that are triggered are managed by a professional partner of ours who can escalate to emergency services if necessary - an ARC. 

Thanks for raising this bug. I’ll have the team look into it.

Thanks Nick.

When you said create two groups, I got excited thinking the ability to assign a group was now available.

One other small improvement that would help. When adding a user into an escalation, the user list only shows ten users with the option to view the next ten. Being able to scroll through all users would speed things up. 


Nick Brown
SafetyCulture Crew
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  • SafetyCulture Crew
  • 19 replies
  • March 14, 2025

Great point ​@Andrew Gabb . I’ll let you know when we release the ability to assign groups. Should be late April.


wbd-danw
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  • Speaker
  • 10 replies
  • March 16, 2025

We have access to lone working, not have no idea how it works!


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