How our Monitoring Centre Manages Alerts

At our Safety Monitoring Centre (SMC), every alert is treated with the highest priority. Our trained operators follow a clear, step-by-step action plan to ensure the safety and well-being of lone workers under our protection.

Types of Alerts Received by the Monitoring Centre

The SMC handles several alert types generated by the Ok Alone system:

• Help/Panic Alerts — Immediate SOS requests from workers

• Missed Check-Ins — When a worker fails to check in at their scheduled time

• Missed High-Risk Check-Ins — For shortened timers during risky tasks

• Missed Timed Activities — When a task timer expires without confirmation

• Man Down Alerts — Triggered by inactivity or detected falls

What Information Is Included with Each Alert?

When an alert is sent to the Monitoring Centre, operators receive:

• Worker’s name

• Worker’s phone number and email

• Worker’s last known location (if available within the last 15 minutes)

• Type of alert triggered (e.g., panic, missed check-in, man down)

• Up to two emergency contacts or assigned monitors

This information helps the operators build a customized response plan for each situation.

How Our Action Plans Work

Each alert triggers a predefined action plan followed by SMC operators to manage the emergency efficiently. Below is a simplified overview of the escalation procedure:

SMC Escalation Procedure:

1. Alert Received: The monitoring centre receives the alert immediately.

2. Initial Contact Attempts: Operators call the worker’s primary and secondary phone numbers.

3. No Response:

   • For missed check-ins, the system waits 5 to 10 minutes before retrying calls.

   • For Help/Panic alerts, there is no wait; escalation begins immediately.

4. Escalation to Emergency Contacts: If the worker does not respond, the operator calls the emergency contacts or assigned monitors in sequence.

5. Decision Point:

   • Contacts may dispatch emergency services if needed.

   • Alternatively, they may follow up directly with the worker to confirm safety.

6. Final Resolution: The alert is cleared when:

   • The worker responds, or

   • Emergency services are dispatched, or

   • A contact confirms the situation is safe.

Important: The SMC cannot dispatch emergency services without confirmation from the worker or an emergency contact.

Visual Examples of Action Plans

Missed Check-In Alert Flow

1. Alert received by SMC

2. Operator calls:

   • Worker Phone 1

   • Worker Phone 2

3. Wait 5–10 minutes

4. Call again:

   • Worker Phone 1

   • Emergency Contact 1

   • Emergency Contact 2

5. Repeat up to 3 cycles

6. Alert resolved or escalated

Help/Panic Alert Flow

1. Alert received (no wait)

2. Operator calls:

   • Worker Phone 1

   • Emergency Contact 1

   • Emergency Contact 2

3. Repeat calls up to 3 times if no response

4. Wait 5 minutes

5. Alert resolved or escalated

Monitoring Centre Phone Numbers

To recognize official calls from our operators, please save the following numbers:

• Canada: [phone]

• USA: [phone]

Viewing Monitoring Centre Alerts in Your Dashboard

You can view all alerts handled by the monitoring centre on the Ok Alone dashboard:

• Go to Reports & Logs > Alerts

• This report shows:

  • Which alerts were triggered

  • Who was contacted

  • Monitoring Centre actions and notes on each alert

Summary

Our Safety Monitoring Centre provides reliable, professional handling of every alert to ensure the safety of your lone workers. Through clearly defined action plans, trained operators, and real-time communication, we minimize response times and help protect your people in emergencies.