Before adding an escalation plan, first check your team on the team’s page for any existing plans. If the plan cannot be updated, create a new plan and then assign it to your team.
As an Alarm Response Admin, you have permission to make changes to your team’s escalation plan. Escalation plans are essential to the Peoplesafe service, as they indicate who can support our Alarm Receiving Centre when managing your team members’ alarms and incidents.
It is important to understand how escalation plans work before making any changes:
1. Open the Escalation Plans Page
- Go to Alarm Response Information in the menu.
- Select Escalation Plans.
2. Create the Plan
- Click [+] Add.
- Enter a name and description so you can easily recognise the plan later.
3. Add Escalation Contacts
- Open the Escalation Contacts dropdown.
- Select at least three contacts (minimum required).
4. Add Instructions
- Click [+] Instruction to add your first instruction.
- For each instruction:
- Describe the action (e.g., call order, working hours, or any important details for the Alarm Controller).
-
Choose the Action Type: Call, SMS, or Email
Tip: We recommend mostly using calls for faster responses.
- Select the Contact (escalation contact, team manager, or location).
- Choose the phone number to use for that instruction.
Important:
Your plan must provide 24/7 support. Alarm Controllers will use any available contact at any time to protect the user’s safety.
5. Add Notes (Optional)
- Enter any additional information in the Notes section.
6. Save Your Plan
- Click Save to complete the setup.
Example:
Make the Plan Available to Alarm Controllers
Once the plan is created, remember to:
- Add it to your company settings, or
- Assign it to a specific team
This ensures the Alarm Controllers can follow your instructions during an incident.
Escalation Contacts & Plans eBook