This article describes how the escalation procedure works if you’ve configured phone numbers.
3 min task
What
If you have set up phone numbers in your escalation procedures, Nobi will call each phone number in the order they have been listed. When you answer, an automated message will inform you about the escalation, specifying the type (fall, resident call, assistance call), the resident or staff member's name, the housing unit, and additionally the room where the escalation occurred.
By answering and acknowledging the escalation, you will be able to talk to the resident via two way communication directly through the light.
Why
For best practices, adding phone numbers to your escalation procedure is strongly encouraged. Phone calls are perceived with a sense of urgency so you're less likely to miss an escalation.
During an escalation, Nobi will keep calling the numbers from the defined escalation procedure until the escalation is confirmed, making sure no escalation goes unnoticed.
During a fall or some resident calls, you will be able to comfort the resident with two way communication, useful for when help will take a little longer to arrive.
Receiving calls - open escalation
Picking up the phone and pressing "1" will confirm the escalation.
For some escalations, (falls, housing unit call button calls, pull cord calls) two-way communication though the light is possible. If this is the case, pressing "1" will connect you to the resident. When communication is complete, simply end the phone call.
If two-way communication is not possible, pressing "1" will automatically end the call.
If after this the escalation is not closed after 10 minutes however, Nobi resumes calling. Note that Nobi will keep calling until you close the escalation.
It is also worth noting that if Nobi detects two or more people in the room, it will pause further escalation calls. This prevents disturbing care staff who are already present and providing assistance.
Learn more about auto-pausing phone calls during an Escalation here.
When using the Escalations via Nobi Mobile App feature
If the Escalations via Nobi Mobile App feature is enabled for a site / community or department, phone numbers will always be fall back.
This means that, if an escalation isn't claimed within a defined period of time, the phone numbers in the escalation procedure will be called. You can define the length of this period of time when enabling the Escalations via Nobi Mobile App feature. The calling of the phones follows the same method and procedure as described above.
Having phone numbers in your escalation procedure, even when using the Escalations via Nobi Mobile App feature, ensures that no escalations go unnoticed.
Unsure of how to set up this escalation procedure? Take a look at set escalation procedure for guidance.
Still have questions? Contact Nobi Support.