Managing Alerts in Command

• Introduction
• Alert Icons List
• Alert Card
• Alert Location Pin
• Alert Details
• Alert Actions

Introduction

SafeZone Command is the primary command and control portal for incident management and is designed to be used in control rooms and dispatch centers. Different alert setups can be defined based on which button is activated, where it's activated and who activates it.

Alerts initially appear in Command's Live screen as an Alert Card accompanied by an alarm sound. Clicking on an Alert Card will cause the map to center on the Alert Location Pin and expand the Alert Details section where the alert can be managed by the operator.

Alert Icons List

The list of icons that are visible on the Live Screen and the Alerts List along with their descriptions are outlined below:

	Emergency / Duress Alerts - triggered from the red button on SafeZone or any duress activation from external alert devices (e.g. V.alrt, Twig Devices, Garmin Satellite Devices)
	First Aid Alerts - triggered from the green button on the SafeZone application
	Help Alerts - triggered from the blue button on the SafeZone application (often renamed from the generic "Help" to "Non-urgent", "Security", "Reception" etc.)
	Check-in alerts - displayed when a check-in timer (or check-in) is escalated into an alert. An accompanying symbol denotes the specific escalation reason (see below)
	Check-in timer expired
	Fall detected while a check-in timer was running
	Crash detected while a check-in timer was running
	Disconnected check-in detected - Not set as default (See Disconnected Timeout Setup Information guide for more information)
	Low battery detected during a check-in - Not enabled as default (speak to your Customer Success Manager about this feature)
	Responder Duress Alert - Shown if an OmniGuard user enables Duress Mode in the application
	Police Alert Icon - Displays if enabled in the Police Call Settings is enabled and a user calls the emergency services, after pressing the emergency button from within the SafeZone app
	Ambulance Alert Icon - Displays if enabled in the Ambulance Call Settings is enabled and a user calls the emergency services, after pressing the first aid button from within the SafeZone app

Alert Card

When alerts are raised in SafeZone, an alert card will then appear in Command in the Alerts panel on the left side of the screen. The alert is also accompanied by an alert sound (which can be set to alert once or alert continuously)

For instructions on how to configure the alert sound behavior for Command, please see the guide on Global Settings - Help, First Aid and Duress Alert Settings

The Alert card will display:

• The user's name;
• The incident type as indicated by the icon in the top right;
• The status of the alert:
  • Active - the alert is currently active waiting for a responder to Acknowledge the alert;
  • Acknowledged - the alert has been acknowledged by someone in Command or OmniGuard. The alert card will display the name of the user who acknowledged the alert;
  • Escalated - the alert has been escalated to another response team as defined in the Global Settings - Alert Escalation Workflow or Region Groups - Alert Escalation settings;
  • Cancelled - the SafeZone user has cancelled the alert;
• The time that has elapsed from the alert being raised;
• The time elapsed since the device's location update;

• Red exclamation mark appears if there is no update to alert location in over 5 minutes, or there is a 5-minute or longer discrepancy with the alert being raised by the device and received in the server.

• Blue "i" information icon will appear if there are no further updates anticipated to the location due to the alert being cancelled, or being generated from an SMS

• If there is an unread message on an alert, a speech bubble will be displayed in the Alerts header and relevant alert card

Alert Location Pin

The alert beacon will display on the map showing the location of where the user raised the alert from. 

The alert location pin will show a circle around it where the size of the circle represents the accuracy of the raiser's location - a larger circle means that the location is less accurate than a smaller circle.  The pin will update automatically if there is an update to the user's location or accuracy as reported by the device. The location accuracy can improve with the user connecting to wi-fi or if your organization has indoor positioning beacons. Note: The pin in the center of the circle does not necessarily relate to the user's exact location. It is just the center of the area of likely locations. The alert raiser could be anywhere inside that circle.

Alert Details

The Alert Actions section is the place the operator can manage the status of the alert.  Acknowledge button will display when the alert is active and should be pressed to let the user know you are managing their incident Resolution Category and Resolution Notes will then appear, ready to be selected once the incident is over.   The User Details section will display the user's name, their display picture, their contact phone number and the user's email address. Clicking on the email address will open up a new email window which allows you to email the user. Clicking on the phone number allows you to call the user from your computer using any supported app that can make phone calls.   The Location section will display additional alert location information. Clicking on the drop-down button in the top right will expand the window to display the user's location coordinates in GPS, UTM and MGRS in addition to Nearby Addresses (ascertained from Google Mapping Service)   The Device section shows the make and model of the device which raised the alert   The Chat section allows the operator to open text-based communication with the alert raiser and any OmniGuard responders who are online.

Alert Actions

The Alert Actions window allows you to:

• Acknowledge the alert
• Resolve the alert

Acknowledge

Responders can see an alert in the system if they are assigned to a Region Group that can see alerts for the region the alert has been raised in. To acknowledge an alert:

1. Tap on Acknowledge to acknowledge the alert. 
   Only one responder needs to acknowledge the alert. Other responders are still able to communicate with the user through the messaging or chat feature.
2. Once the alert has been acknowledged the alert sound will stop sounding.
3. The Alert Actions window will change to display the Resolution Category, Resolution Notes and the Resolve button.
    

Resolve

Once the alert has been attended to, a responder can then resolve the alert.

To resolve an alert:

1. Select a resolution category from the drop-down list in Resolution Category.The categories that are displayed are defined in the Global Settings - Alert Resolution Categories
2. If you need to add notes for the resolution, you can do so in the Resolution Notes (Optional) field. Any notes entered here will appear in the Recent Alerts and Alert History.
3. Click on Resolve to resolve the alert.
4. The alert will disappear from the Command screen as well as across all Command and OmniGuard devices that can see the alert. Only one user needs to resolve the alert.

If the alert has been recently closed (within an hour), the alert can be restored if accidentally closed or if the user still requires assistance by clicking on the Restore button in the Recent Alerts list. The alert will re-appear across all devices for users who are able to view the alert.