How to Configure Escalation Preferences – Nobi

In this article, we explain how to configure preferences, such as who can close, alert sounds, and more for each escalation type.

10 min task

What

The Preferences tab is part of Escalation flow. It is where managers set up how each type of escalation is handled: how escalations are closed, by who, what sound they make, and how often they alert care staff. This is different from the Escalation procedure, which decides who gets notified about an escalation and how. The preferences apply to the entire site / community and cannot be customized by department.

You configure preferences separately for each escalation type. There are four escalation types that you can set preferences for:

The following preferences can be configured:

Close remotely: This preference decides which user roles can close an escalation without being physically present with the resident:
- Users and managers
- Managers only
- No one
- Closing an escalation remotely means closing it on your device via the Nobi Mobile App or the web application, without necessarily being present where the escalation has occurred. If you limit who can close remotely (Managers only or No one), the escalation must be closed locally instead. How an escalation is closed locally depends on the escalation type. Read each section below to see how to close each escalation type locally.
Close automatically: This is available for falls only. When enabled, the fall escalation automatically closes once the fall has been confirmed and no one is on the floor for at least 5 minutes. The 5 minutes count from the last time Nobi detected someone on the floor, not from the moment the fall was confirmed. How a fall is confirmed depends on the escalation procedure:
- When Escalations via Nobi Mobile App is enabled, the fall is confirmed once a user has pressed On my way.
- When the escalation procedure is set to phone calling, the fall is confirmed once a user has answered the phone call from Nobi and pressed "1".
- Resident calls, assistance calls, and monitoring event escalations are never closed automatically.
Escalation sound on mobile: This setting sets the sound that plays for the escalation on mobile devices when Escalations via Nobi Mobile App is turned on. If Escalations via Nobi Mobile App is not enabled in the escalation procedure, the notification settings on your device will apply. You can also choose how often the sound repeats. Choose between 1 and 5 minutes, or no repetition. Repetition is only available on Android devices. On iOS devices (iPhone, iPad), the sound plays once regardless of this setting.
Escalation sound on desktop: Choose the sound that plays for the escalation on desktop. This is available regardless of the escalation procedure chosen.

Why

Each care home has their own rules when it comes to handling escalations. Preferences allows care homes to customize how each escalation type is closed. This provides flexibility in how escalations are handled and allows managers to have a clear view of how care staff handles each escalation type.

Remote closure preferences control who can close an escalation remotely, and who must close it locally instead. You can restrict remote closure when you need to be sure care staff were physically present during an escalation, and allow it when that is not needed.
For falls, the auto-close feature means staff do not need to manually close the escalation once the fall is confirmed and the resident is no longer on the floor. After a fall, caregivers often assist the resident immediately, and the escalation can stay open even though help was already given. Auto-close removes that extra step. Some sites / communities require stricter control over escalation handling, so you decide how much automation fits your workflow.
Sound preferences help staff recognize the type of escalation right away. Staff can respond faster because they know what is happening before they look at a screen.
On mobile, repeated alerts help make sure no escalation goes unnoticed by reminding staff until it is claimed or defaults to the phone call fallback.

Detailed steps

Preferences are set separately for each escalation type. Follow these steps first. Then go to the section you need below. Nobi saves every change automatically and confirms it with a blue banner.

Go to Escalation flow in the left menu.
Navigate to the Preferences tab.
Scroll to the section for the escalation type you want to update.

Falls

Close remotely

This setting allows you to choose who can close a fall escalation remotely. To close locally, care staff must press the presence button in the housing unit where the fall happened. This will automatically close the fall.

If you select No one, then no care staff will be able to close the fall remotely. If no presence button is paired in that housing unit, managers can still close the fall remotely.

If you select Managers only, users cannot close the fall remotely, only managers. Users must close it in person instead.

When Escalations via Nobi Mobile App is turned on, caregivers receive escalation alerts on their phone. They can close a fall from their phone, depending on the permission you set here.

When Escalations via Nobi Mobile App is turned off, caregivers are called by phone, one at a time. Each caregiver presses "1" to confirm they are handling the fall. The mobile app can still be used to close the fall remotely. Instead of pressing On my way, open the escalation and press Next steps to proceed.

Under Close remotely, choose who can close a fall remotely: Users and managers, Managers only, or No one.
If limiting who can close remotely, a yellow box appears indicating some of the housing units which do not have a presence button paired for local closure. In these instances, managers can still close the escalation remotely.

Close automatically

The Close automatically toggle turns on the auto-close feature for a confirmed fall. A fall is confirmed when a caregiver claims it.

When Escalations via Nobi Mobile App is turned on, a caregiver claims a fall by pressing On my way in the app. When this is turned off, a caregiver claims a fall by answering the phone call from Nobi and pressing "1". Once a fall is confirmed, Nobi closes it automatically. This happens once the resident is no longer on the floor for at least 5 minutes.

The 5 minutes counts from the time the resident is no longer on the floor, not from the time the fall was confirmed. For example, if the resident is no longer detected on the floor for 10 minutes before the fall is confirmed, then the fall will auto-close once confirmed. If the resident is no longer on the floor for 2 minutes before the fall is confirmed, then the fall will auto-close after 3 additional minutes from the confirmation.

Turn on Close automatically.

Escalation sound on mobile

Mobile sound is only available when Escalations via Nobi Mobile App is turned on. When it is turned off, the users' mobile devices play their default notification sound instead.

Select which sound should play on mobile devices when a fall escalation is triggered from the Escalation sound on mobile dropdown.
Press the play button next to the dropdown to preview the sound.
Set how often the sound repeats. Choose between 1 and 5 minutes, or no repetition. The default is 1 minute for falls.

Escalation sound on desktop

Desktop sound is always available, regardless of the escalation procedure chosen.

Select which sound should play on the desktop when a fall escalation is triggered from the Escalation sound on desktop dropdown.
Press the play button next to the dropdown to preview the sound.