Setting up an Escalation Procedure with Ok Alone

Within the Ok Alone site (my.okalone.net) is a system to help you create clear and informative instructions for the call center operators to follow. The Escalation Procedure Wizard is designed to make the process of setting up your worker’s individual procedures as easy as possible.

What should I focus on for my Escalation Procedure?

We have found that a focus on the monitor delay time, the number of repeat contact attempts, the number of people in the contact list and a clear easy to follow layout will have a much more profound effect on how quickly a situation gets escalated to emergency services should it ever be required.

Company or Worker Escalation Procedures

You can set up a Company Escalation Procedure that will apply to and be followed for all employees or you can set up individual Escalation Procedures for each worker with specific instructions

Setting up a Company Escalation Procedure

To set up a Company Escalation Procedure please log into my.okalone.net. Click on the ‘Settings’ option on the far left of the screen. From the drop down select ‘Company Escalation Procedure’ and then follow the instructions below.

How to Setup a Worker Escalation Procedure

Please follow these step by step instructions on how to use the Escalation Procedure Wizard to set up your individual employee’s procedures:

Calling the Worker

Once you are logged into my.okalone.net, go to your ‘Ok Alone Home’ page and find the relevant worker.

  • Click ‘Edit worker’
  • Scroll to bottom of the worker’s page
  • Click ‘Worker Escalation Procedure’
  • Click ‘Edit the Escalation Procedure for the worker’
  • Click ‘Help me set the Escalation Procedure for worker’ – this gives easy, step by step clear, informative instructions and shows what is required by the call centre operators
  • Click ‘Make a phone call’
  • Select the box ‘Call the worker who has missed a check in’. This fills in information for the worker by using the number listed for them in their profile
  • Below that it asks: If no answer, what voicemail messages shall we leave? Type in what should be left as the voicemail if there is no answer. E.g. “Hello ‘Worker X”, you have missed a check in. Please either check in immediately or phone to let staff know you are ok.”
  • Use the drop down beneath that to select the number of times the worker should be called (1-5 times)
  • Use the next drop down to select the number of minutes that the operator should wait between each call (1-5 minutes)
  • Add in any additional notes for the operator, E.g. “Please leave the voicemail after every call.”
  • Click ‘Add this call worker step’
  • If your worker has an alternative phone number listed on their profile, select the box that says ‘Call the worker who has missed their check-in or sent a help alert using the details in their profile’ and the box that says ‘Use worker’s alternative number for this step’ (this step will only appear if they have an alternative number). Selecting these boxes will fill in the details automatically for you.  (You can copy and paste the voicemail message from Step 1 on the right side of the screen into the new step)
  • Click ‘Add this call step’

Calling the Monitor

As situations escalate you now need to add the name of the next person to be alerted. This could be the worker’s monitor or supervisor. Input their name and contact phone number.

  • Type in what should be left as the voicemail if there is no answer. E.g. “Hello Monitor’s name, Worker X has missed a check in. They have not answered the phone on either of their listed numbers. Please investigate further.”
  • Use the drop downs to choose the number of times the monitor/supervisor should be called and the amount of time that should be waited between each call
  • You may choose to leave a note in the ‘notes’ section, i.e “Only leave the voicemail once, after the first call”
  • Click ‘Add this call step’

Call another person

Situations can escalate further, so you now need to add the name of the next person to be alerted. This could be the worker’s manager. Input their name and contact phone number

  • Type in what should be left as the voicemail if there is no answer. E.g.  “Hello Manager’s name, Worker X has missed a check in. Monitor Y has been notified but has not responded. Please investigate further.”
  • Use the drop downs to choose the number of times they should be called and the amount of time that should be waited between each call
  • You may choose to leave a note in the ‘notes’ section, i.e “Only leave the voicemail once, after the first call”
  • Click ‘Add this call step’

Visit the last known location

At any point during the Escalation Procedure you can click the ‘Send to Location’ button (located above the ‘Make a Phone Call’ section you are filling in). You can then use this to instruct a member of staff to go to a specific area to check on the missing worker.

  • Type in the location that should be visited. You can also check the box ‘Visit the last known location (this will enter the workers details automatically)’ and this will use the last GPS location recorded for the worker
  • Type in the name and the phone number of the person you want to go to the location
  • Add any notes that will be relevant for the person going to the location, i.e “You will need work boots and a hard hat”
  • Click ‘Add this location step’

Adding a Custom Step

You can also add in a custom step by clicking on the word ‘Custom’ (located above the ‘Make a Phone Call’ section you are filling in). This will allow you to add in any extra step or information required. E.g. “Phone Rachel Billington in HR on 2037598493. Ask her to look out her window into the yard to see if she can see Worker X.”

  • Click ‘Add this custom step’

Whilst going through this process the completed Escalation Procedure should be filling up the right side of your screen. If you want to change anything you have inputted at any point click on the pencil icon to edit the instructions and then ‘Update phone call step’ to save your changes

Important Escalation Procedure Information

While you are filling in the steps, please don’t give instructions for the operators to call the police/ambulance. The operators are not able to do this. If emergency services are being called to a location, it is often critical that they have detailed knowledge of the site. Simple things like knowing to look for the “Third door on the right” or to “Go past the main gate and look for a green side gate” become very important when time is of the essence. Our call centre staff will never have this kind of information. Supervisors, managers and internal people will. However, the call centre can be instructed to tell your last internal contact to call the police/ambulance.

You can choose to leave the instruction to call the authorities in your voicemail, E.g. “Hello Manager’s name, Worker X has missed a check in. Monitor Y has been notified but has not responded. Please investigate further or call the police and update them on the situation.”