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Following Up Alerts

When an alert is triggered, supervisors must ensure the user's safety. In GetHomeSafe, this is referred to as a 'follow-up'. Follow-ups involve interactive actions that generate timeline events.

The primary goal of a follow-up is to inform fellow supervisors that someone is attempting to reach the user to ensure their safety. This process also includes updating other supervisors on the follow-up's progress and confirming if the alert was genuine or false.

Starting and completing a follow-up is not mandatory for cancelling or stopping alerted activities. It primarily serves informational purposes.

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Starting a Follow-Up

When an alert is triggered, a ‘Start Follow-Up’ button becomes available to any of the user’s supervisors when viewing the alerted activity. Any supervisor can start the follow-up. Once started, further alert notifications are stopped.

  1. Log into the web portal.
  2. Open the alerted activity from the Dashboard or Activities Log.
  3. A pop-up box will display when you click into the alerted activity, you can start the follow up here OR underneath the activity status card, select ‘Start Follow-Up’.

 

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Actioning a Follow-up

Once a supervisor starts a follow-up, they may begin the process of actioning it. A Follow-up Steps checklist appears on the activity page. The steps checklist acts as a guide for the supervisor, typically outlining the standard procedures for contacting the alerted user.

This is known as a Follow-up Process.

Follow-up steps are primarily used to track progress, you can mark individual steps as "Complete" as you perform them. This helps track how far you have progressed through the protocol. These steps are strictly optional and serve only as a guide. You can complete the overall follow-up process without checking off every item in the list.



Completing a Follow-up

After a Follow-up has been initiated, the option to ‘Complete follow-up’ will be available to all supervisors. The follow-up process is flexible and allows supervisors to close out an incident regardless of the alert's current status (Active or Cancelled).

When completing a follow-up, the supervisor will be prompted for alert classification. It may be classified as either Genuine, False, or Testing. If configured at the Account Level, completing a follow-up may also require selection of a sub-classification. Supervisors are also required to add supporting notes to provide context on the resolution of the alert.

After Completing a Follow-Up, the system marks the user as "contacted." This allows other supervisors to see that the situation is being handled.