Escalation procedures can be set at Site / Community, Department, or Housing Unit level. A lower level always overrides a higher one.
If a Department or Housing Unit has its own procedure, the call will come from that number instead of the Site / Community number — which may seem unexpected.
Check the escalation procedure in the Nobi application at each level (Site / Community, Department, Housing Unit) to confirm which number is used.
To learn more about Escalation Procedures, visit our discover page here.
For detailed steps on how to set up an escalation procedure, consult our guide here.
For further assistance, please contact Nobi Support.
On Android devices, this usually happens because the Nobi app’s background activity is restricted. To prevent this, change the battery setting for the Nobi app to Unrestricted.
Please note, these detailed instructions may not apply to all Android devices, and may appear differently on your device.
In your device's Settings scroll down and press Apps.
Select the Nobi App.
Scroll down and tap Battery under the Usage header.
Choose Unrestricted.
This ensures the Nobi app can run in the background without disconnecting you.
If a resident has fallen or pressed the call button, and the fall has already been acknowledged, care staff can reconnect with the resident by using the Call Back feature via the Nobi app.
This can be located by selecting Next Steps, and using the Call Back option to reassure them that help is on the way by connecting directly to the resident via the Nobi light.
To view the residents who are currently out of their beds, you can set your dashboard view to Out of Bed, which will only display those residents. This way, care staff can easily see which residents may be at greater risk of falling.
If you wish for a member, or former member, of your care staff to no longer have access to the Nobi application, you can remove them from the system by archiving them via User Management.
Archiving a user will remove the user’s ability to log in and access the Nobi application. It will also prevent them from receiving notifications when a resident falls.
Resident data cannot be permanently deleted. This ensures that all records of escalations, technical issues, and monitoring events remain complete and can be reviewed later.
Instead of deleting, you can archive a resident in the Nobi application. This keeps their history intact while preventing new data from being generated.
When a member of care staff presses the presence button, it automatically snoozes fall detection for 15 minutes.
When pressed proactively, this prevents Nobi from detecting false falls while care staff assists the resident. The presence button should be pressed upon entering the resident’s room. However, we understand that not all staff-resident interactions last the full 15 minutes.
While this snooze duration cannot be removed, if a resident does fall during this time when care staff are no longer in the room, Nobi will detect the fall immediately once the snooze period ends.
You can learn more about the snooze button and other peripherals here.
There are a couple of possible reasons why you may be unable to see only out of bed residents on the dashboard.
In a care facility with many residents, you can use two features on the dashboard to monitor them more effectively—the Out of Bed feature and Priority View.
You can learn more about the Out of Bed feature and Priority View here.
With the voice confirmation setting, Nobi alerts care staff after confirming with the resident whether or not they have fallen.
For safety reasons, Nobi will alert care staff if the light detects any response other than a clearly spoken “No.” It is possible that Nobi did not understand the resident clearly and therefore alerted care staff.
If a clear "No," response was given, the fall detection will be snoozed for ten minutes.
Learn more about voice confirmation and sound settings here.
After a fall, you can review the event via Escalations on the Nobi application.
If privacy settings allow, a video of the incident will be available. It may appear as a stick figure, blurred image, or actual image and shows what happened before and after the fall. If the privacy setting is set to "no images" then no images or video will be available.
Please note that the Nobita does not allow video. Images and videos are only available for 14 days after the escalation. Residents who do not have smart monitoring enabled will not have fall detection and prevention features available.
If you’ve already helped the resident but calls are still coming through, it’s likely the fall has not yet been closed.
You can close a fall using the desktop dashboard, the Nobi mobile app, or by pressing the presence button. Closing a fall confirms the resident has received assistance and stops further alerts.
Under certain conditions, escalations can also auto-close. This reduces unnecessary follow-up when a resident has already been helped. You can learn more Escalation Auto-Close by reading our Discover page.
There’s also a possibility that another fall occurred around the same time or at the same time. Check the dashboard or listen closely to the voice message to confirm which resident triggered the alert.