Service principles

Overview
Our safety monitoring services are based on 5 principles:

1. Risk management

2. Location management

3. Solution management

4. Incident management

5. Compliance management


1. Risk management
Three distinct levels of risk are identified for lone workers: Green, Amber and Red. Each of our services and devices relate to these levels of risk. Using a mobile phone, PDA or specialised lone worker device, users can manually indicate their current level of risk.

• Green Risk
Green Risk can be considered low or ‘standard’ risk and is experienced by all lone workers. The facility meets the basic requirement to ensure staff have achieved ‘end-of-day’ safety.

By logging on at the start of their working day, lone workers alert the monitoring system that they are ‘at risk’. At the end of their shift, lone workers then log off and stand down the Green Risk. Should they fail to log off within the correct time, a series of reminders – or Overtime Alerts – are issued and an agreed follow-up procedure put into effect to confirm their safety.

• Amber Risk
Amber Risk provides a high level of support by monitoring lone workers’ time-at-risk. Throughout the day, where temporary higher risk activities are undertaken, lone workers can proactively indicate Amber Risk status. This allows lone workers to create time-based alerts related to specific risk exposure and location.

If they fail to confirm safety after the allotted time, the service automatically initiates a tailored escalation plan. Alerts are issued to management or colleagues and/or within our 24-hour Alarm Receiving Centre (ARC).

• Red Risk
Whenever a lone worker feels under threat, they can discreetly and instantly summon assistance by pressing their Red Risk button. Lone workers can also issue discreet Red Risks in hostage scenarios. Someone can then listen in to the lone worker’s situation (such as a live operator within our ARC) who will map the lone worker’s current location and manage the entire incident until the lone worker’s safety is secured.

Our ARC has established links with Police forces across the UK that allow immediate assistance to be summoned. Audio obtained throughout the entire incident is captured on sophisticated digital voice recording equipment within our response centre and may be used in Court as evidence.

2. Location management
We firmly believe that the ability to locate your lone workers quickly and accurately is an essential element in any safety monitoring service. Our services have been designed with this in mind and include a fully integrated location system.

Location information can be delivered via:

• Voice – delivered via the end user mobile phone/device

• Mobile network location – through established links with all mobile network operators

• Sophisticated Global Positioning Systems (GPS) – subject to device carried by lone worker

Please refer to our location technologies page for further information.

3. Solution management
We do not believe in the concept of a one-size-fits-all solution and therefore offer a range of safety monitoring and location mapping services, namely Care4You, CommuniCare and Seeker. Each is compatible with a variety of devices ranging from existing mobile phone handsets and PDAs to bespoke lone worker safety devices – SiteCare,
IdentiCare, MobiCare and MaxCare.

Please refer to our Services and Devices page for detailed information on each.

4. Incident management
It is a fundamental principle that when overtime alerts or duress signals are received, immediate action is needed in order to secure the safety of the lone worker as quickly and efficiently as possible. Whether you choose to use your organisation’s own monitoring facilities or our integral ARC, effective incident management ensures that your lone workers will receive continuous support by monitoring their risk levels at all times.

In the event of an emergency, you need an agreed incident management procedure to be co-ordinated in order to provide the lone worker with the assistance they require. We recommend the use of an Alarm Receiving Centre – this combination of human and technological support enables someone else to liaise with you, your lone workers and the Emergency Services.

Please refer to our Alarm Receiving Centre page for further information on our integrated facilities.

5. Compliance management
Each service is supported by a system of statistical reporting, enabling managers to:

• Demonstrate compliance with health & safety legislation

• Monitor end user adherance to the corporate lone working policy

• Identify individual training requirements

• Manage service delivery costs

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