Escalation contacts and stages

Building your escalation process

BeaconVisit supports multiple escalation stages.

Each stage can be configured separately, allowing you to build an escalation process that suits the way you work.

For example:

• Stage 1: Manager by email
• Stage 2: Manager by SMS
• Stage 3: Friend by SMS
• Stage 4: Family member by SMS

You do not need to use the same person or the same communication method for every stage.

This means the early stages might remain within your professional circle, while later stages can involve personal contacts if the concern has not been resolved.

Current supported contact methods:

• Email
• SMS

Who can I add?

Your escalation contacts can be professional, personal, or a combination of both.

For example:

• a colleague
• a manager
• a business partner
• your partner
• a family member
• a trusted friend

Choose people who are likely to notice the message and are able to act if required.

When does escalation start?

Escalation does not start immediately when an appointment ends.

There must be at least five minutes between the expected appointment end time and the first escalation stage.

After that, BeaconVisit follows the delays and stages you have configured.

Further stages can then be triggered in sequence if you remain checked in.

What happens if I extend the appointment?

You can extend an active appointment by 15 or 30 minutes.

When you extend the appointment, the expected end time changes and the escalation timing is reset from the new end time.

This means BeaconVisit does not continue escalating against an appointment time that you have already extended.

If you still do not check out after the new end time, escalation can begin again according to your configured stage timings.

What information does an escalation contact receive?

When you check in, BeaconVisit records the GPS coordinates of your device at that point.

It does not continuously track your location throughout the appointment.

If escalation is required, BeaconVisit can provide the contact with:

• details of the appointment
• the expected start and end time
• your check-in location
• a map showing the location recorded when you checked in
• the current incident status
• a timeline of relevant events

This gives the contact useful context without introducing continuous location tracking.

What should an escalation contact do?

The first action should normally be to try to contact you and confirm that you are safe.

Possible actions include:

• call you
• send you a message
• contact another trusted person
• follow any agreed company lone-worker procedure
• take further action if they have genuine reason to believe you may be at risk

The appropriate response will depend on the circumstances and the relationship between you and the contact.

BeaconVisit provides the information needed to understand that a check-out has been missed, but the contact decides what action is appropriate.

What happens after I check out?

If you successfully check out, the active incident is closed.

If escalation messages have already been sent, the incident page can show that the situation has subsequently been resolved through a successful check-out.

Is BeaconVisit an emergency service?

No.

BeaconVisit is not a monitored call centre and does not replace the emergency services.

Its role is to detect that a check-out has been missed and follow the escalation stages you have configured.

If you are in immediate danger, contact the appropriate emergency service directly.

Make sure your contacts know they have been nominated

Before adding someone as an escalation contact, it is a good idea to make sure they understand:

• that you have nominated them
• that they may receive an email or SMS from BeaconVisit
• what a missed check-out means
• what you would normally expect them to do if they receive an escalation

That makes the escalation process clearer and more useful if it is ever needed.