Managing Alerts in Command

Once you've completed the setup of your SafeZone Command admin portal, you will then be able to manage the alerts that come into Command from the SafeZone App.

This guide will show you how to respond to acknowledge alerts and resolve the alert.

Is your Command set up to respond to alerts? If you do not have Regions, Region Groups and Users set up in SafeZone, you may not be able to see and respond to alerts properly. For instructions on how to set up Command, please see the guide on Setting up SafeZone which is a recommended order for setting up Command.

When an alert comes into Command, it will be displayed as: 

• an Alert Card in the alert list
• or the Alert Details which provides further detail such as the user's contact details, their GPS location and the controls to acknowledge the alert and respond to the user.

Alert Card

When a SafeZone user taps on an alert button, the 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 behaviour for Command, please see the guide on Global Settings - Help, First Aid and Duress Alert Settings

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

The alert beacon will show a location accuracy circle around it. 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 location accuracy may update if the user:

• is on the move;
• moves under buildings/cover;
• goes to an outdoor location where mobile towers can triangulate their position better;

The location accuracy can improve with the user connecting to wi-fi or if your organisation has indoor positioning beacons.

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;
• unusual aspects of the alert which you can see by hovering above the icon if it appears in the alert
  • Red exclamation mark will appear if:
    • there is more than a 5-minute gap between when the alert was created and received by the server;
    • the location of an alert has not been updated in the past 5 minutes (and the alert was raised from a device over a data connection);
    • the location of an OmniGuard responder has not been updated in the past 15 minutes;
    • the location of the checked-in user has not been updated in the past 15 minutes;

• • Blue "i" information icon will appear if:
    • the alert was raised from an SMS, then an information icon is displayed stating that further updates will not occur until data connectivity is regained;
    • the alert has been cancelled by the user, the icon will state the last location update and that no further updates in location will occur
      

If there is an unread message on an alert, a speech bubble will be displayed in the Alerts

Alert Details

To display the Alert details, the user's location, the Alert Actions and either the Messaging window or the Chat window click on the Alert card in the Alerts panel or click on the alert beacon on the map.

The User Details window 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 window will display the user's suburb and the SafeZone region they sent the alert from. 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.

Nearby Addresses displays addresses which are near the alert. This may be useful if you need to send emergency services to attend to an alert, providing them with street addresses that are nearby may assist them in locating the SafeZone user.

The Alert Actions window allows you to acknowledge the alert. Any responders who see the alert on their screen/device can tap on Acknowledge to acknowledge the alert. Only one user can acknowledge the alert - other users who can see the alert will still be able to communicate with the user through the messaging or chat feature or resolve the alert once the user has been attended to.

Once the alert has been acknowledged the alert sound will stop sounding.

Once acknowledged, the Alert Actions window will change to display the Resolution Category, Resolution Notes and the Resolve button.

Once the alert has been attended to, you can then resolve the alert by selecting a Resolution category from the drop-down menu. The categories that are displayed are defined in the Global Settings - Alert Resolution Categories

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. 

Click on Resolve to resolve the alert and 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 can 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.