How to Respond to a Help Alert or Missed Check-In

As a Monitor, you may receive alerts via email, SMS/text, phone call or WhatsApp. Follow these steps to acknowledge and resolve each alert and ensure your worker’s safety.

1. Email Alerts

1. Acknowledge Receipt
   Open the alert email and click Please click here to acknowledge receipt of Alert. This logs your confirmation in the dashboard.
   

2. Follow the Escalation Procedure
   Review the instructions embedded in the email and carry out each step.
   

3. Mark as Resolved

   • If the worker cannot check in or end their shift via the app, log into the dashboard and click Check-In or End Shift manually.
     

   • Alternatively, click Please click here to acknowledge the Alert is resolved in the email. This notifies other Monitors and logs the resolution.

2. SMS/Text Alerts

1. Open the SMS
   You’ll receive an SMS identifying the worker and alert time.
   

2. Access the Dashboard
   Tap the attached link twice to open your browser and land on the dashboard.

3. Identify the Worker
   On the homepage, find the worker highlighted in pink (others remain green). Click their PIN or Edit button to open their profile.
   

4. Follow the Escalation Procedure
   Select the Escalation Procedure tab and complete each listed step.

5. Return Home
   Click Home to go back to the main dashboard.

6. Resolve the Alert
   If you’ve confirmed the worker’s safety but they can’t update the app, click Check-In or End Shift in the dashboard. This logs the resolution and notifies other Monitors.
   

3. Phone Call Alerts

1. Receive the Call
   You’ll get an automated call stating who sent the help alert and when.
   

2. Listen to Instructions
   Press 1 to replay or hang up to proceed to the dashboard.

3. Log In
   Visit https://my.okalone.net/ and sign in.

4. Locate the Worker
   On the homepage, find the pink-highlighted worker and click their PIN or Edit button.

5. Follow the Escalation Procedure
   Click Escalation Procedure and carry out each step.

6. Return to Home
   Click Home.

7. Resolve the Alert
   If the worker can’t update the app, click Check-In or End Shift on their profile.
   

 

4. WhatsApp Alerts

1. Open the WhatsApp Message
   Tap the link in the alert message to open the dashboard.
   

2. Locate the Worker
   On the homepage, click the worker’s name next to their pink PIN.

3. Follow the Escalation Procedure
   Select Escalation Procedure and complete each step.

4. Return to Home
   Tap Home.

5. Resolve the Alert
   Click Check-In or End Shift on the worker’s profile if they cannot update the app.