Once you've completed the setup of your SafeZone Command admin portal, you will then be able to manage the alerts and check-ins that appear in Command from the SafeZone App.
This guide will show you how to manage the icons that appear on the Live Screen.
Important: Is your Command set up to view 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.
This page covers the following topics:
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:
SafeZone Alert Buttons
- the Red Emergency or Duress alert icon will appear if an individual needs urgent assistance from the response team (eg. under duress, life-threatening, active intruder etc)
- the Green First Aid icon will appear if an individual or someone needs medical assistance (eg. medical episode, injury on-site etc)
- the Blue First Aid icon will appear if an individual requires non-urgent assistance from the response team (locked out of room, security escort). This button can also be programmed to dial a department for assistance with non-security related matters (Mental health, wellbeing, Covid-19 etc)
The behaviour of the alert buttons is configured in the Global Settings - Help, First Aid and Duress Alert Settings or can be region-specific in the Region Groups - Help, First Aid and Duress Call Settings
SafeZone Check-In Alerts
- the Check-In Timer expiry icon will appear if a user's SafeZone App has raised an alert for the following scenarios. Each scenario will include an icon as to why the alert was raised. Hovering your mouse over the icon will display the reason for the check-in timer alert:
- Check-In Timer expiry
This alert will be raised when the Check-In Timer has expired.- Disconnection Time Out alert
This alert will be raised when a SafeZone user's location hasn't updated after a specified amount of time- Incapacity Detection (Fall)
This alert will be raised if a SafeZone user's device (phone or V.ALRT) has detected that the user has fallen- Incapacity Detection (Crash)
This alert will be raised if a SafeZone user's device (phone or V.ALRT) has detected that the user has been in a crash
For instructions on how to configure the Check-In Alert settings, please see the user guide on Global Settings - Check-In Settings. You will be able to configure Disconnection Time Out alerts for your users or user groups and incapacity detection as well as the check-in timer reminder notifications.
Responder Alerts
- the Responder Duress Alert will appear if a responder on OmniGuard has enabled Duress Mode on the app
Police and Ambulance Alerts
- the Police Alert icon will appear if a user has pressed the Red Emergency alert button in SafeZone and then has pressed the Call <Emergency Services> button on the alert screen
- the Ambulance Alert icon will appear if a user has pressed the Green First Aid alert button in SafeZone and then has pressed the Call <Emergency Services> button on the alert screen
For instructions on how to configure the Police and Ambulance Alert feature, please see the user guide on Global Settings - Police and Ambulance Call Settings
When an alert is raised or an individual has checked-in on SafeZone, 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.
Note: The pin in the centre of the circle does not necessarily relate to the user's exact location. It is just the centre of the area of likely locations. The alert raiser could be anywhere inside that circle.
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.
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:
- 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. - Once the alert has been acknowledged the alert sound will stop sounding.
- 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:
- 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 - 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.
- 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.
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