Learn how Assistance calls work, why they matter, and how they help your team respond faster, without disrupting care.
10 min
What
Assistance calls allow caregivers to request extra help by pressing a single button on their Badge.
With one press on the Badge, Nobi send a location-based request for help. The right team members receive it instantly: those who are signed in and not already responding to another escalation. The system uses the nearest Nobi light to determine the caregiver’s location and identifies who initiated the call.
Assistance calls can be triggered at any time, including while a caregiver is already assisting a resident or responding to an ongoing escalation. Whether a caregiver is assisting after a fall, supporting a resident during a transfer, or handling a non-resident-related task, Nobi instantly notifies nearby available colleagues through the Nobi Mobile App or via phone call. If the Escalations via Nobi Mobile App feature is not enabled, a phone call will be made to the first number in the escalation procedure.
On both the Nobi Mobile App and the web application, Assistance calls appear in a separate row called Personal & communal calls, keeping them visually distinct from fall escalations.
Why
Care situations often evolve while they are happening. A caregiver may already be supporting a resident during a fall response, transfer, or other intervention when they realise additional help is needed.
Without a quick way to request backup, the caregiver may need to step away, search for a colleague, or make a phone call. This interrupts care and can increase risk for the resident.
Assistance calls make it possible to request help immediately while staying with the resident. This shortens response time, improves coordination between staff, and supports safer care when more than one caregiver is needed.
Detailed steps
Follows the steps below to understand how Assistance Calls notify team members. Please note: if the Escalations via Nobi Mobile App feature is not enabled, a phone call will be made to the first number in the escalation procedure.
On the Nobi Mobile App
Claiming an Assistance Call
- When a member of staff presses the button the their badge, all users with devices in that working area will receive a white notification.
- If a caregiver is available to assist the user, they can press "On my way." This means the user has now claimed the assistance call. Other caregivers will receive an audible alert saying who answered the call. "Hank answered the call."
- Caregivers who have claimed the escalation will appear in the top right corner when pressing the nurse icon.
Closing an Assistance Call
- When assistance has been provided, the user who claimed the assistance call can close the escalation by pressing the Close escalation button.
- The user will then have the option to assigned a resident to the escalation or not, as well as a cause. Note, escalation causes differ whether a resident is assigned or not. Learn more about escalation causes here.
Requesting assistance during an escalation using the Escalations via Nobi Mobile app feature
- If a caregiver has claimed a fall or resident call escalation via the Nobi Mobile App they can request additional assistance by pressing the button on their badge. When the button is pressed, all users with devices in that working area will receive a red notification.
- If a caregiver is available to assist the user, they can press "On my way." This means the user has now claimed the assistance call. Other caregivers will receive an audible alert saying who answered the call. "Hank answered the call."
- The resident call or fall escalation and the Assistance call will appear as two separate escalations. The red escalation, in this case, is the Assistance call linked to the call escalation.
- Pressing the nurse icon will show you which caregiver has claimed the escalation.
- Closing the escalation works the same, whether or not it is linked to a fall or resident call escalation.
On the Nobi web application
Closing an Assistance call on the dashboard
- When a member of staff presses the button the their badge, a white notification will appear on the dashboard in the Personal and communal call row at the top.
- Caregivers who have claimed the escalation will appear in the top right corner when pressing the nurse icon.
- When assistance has been provided, the escalation can be closed by clicking the resident card.
- Then click Next steps.
- Click Close escalation.
- The user will then have the option to assigned a resident to the escalation or not, as well as a cause. Note, escalation causes differ whether a resident is assigned or not. Learn more about escalation causes here.
- Click Close escalation one more time to close the escalation.
Closing an Assistance call on the dashboard during an escalation
- If a caregiver has claimed a fall or resident call escalation via the Nobi Mobile App they can request additional assistance by pressing the button on their badge. When that user button is pressed, a red resident card will appear on the dashboard alongside the red (fall) or white (resident call) resident card.
- Once a user has claimed the Assistance Call, those caregivers who have claimed the escalation can be seen by clicking the nurse icon in the corner of the assistance call card.
- To close the Assistance Call linked to the escalation, click the red assistance call card.
- Then click Next steps.
- Click Close escalation.
- The user will then have the option to assigned a resident to the escalation or not, as well as a cause. Note, escalation casuses differ whether a resident is assigned or not. Learn more about escalation causes here.
- Click Close escalation one more time to close the escalation.
Learn more about the other different types of Nobi escalations below:
Still need help? Contact Nobi Support.