Lone Worker Configuration Guide

Lone Worker

Mobile Workers can use our Lone Worker functionality to check-in at a predetermined time to ensure their safety when worker as a solo operator. Failing to check-in when expected will result in a call to the operative, and this will escalate if the call goes unanswered. Operatives can use a pin code to prove their identity, and can set reminders within the functionality so they do not forget to check-in.

Before you begin

You will first need to create the accounts that you wish to use for the lone worker and manager. These should have access to the lone worker functionality. 

Under the lone workers profile, you will need to navigate to the employment tab and then add the assign the required profile as the manager. This will be used as the contact that is called when a lone worker fails to check-in.

You will also be required to assign the relevant contact numbers to each profile, these are listed below.

Lone worker:

• Primary number – this should be the contact number for the worker
• SOS number – this is the number that will be called when the lone worker fails to check in and fails to answer the subsequent call.

Please ensure the SOS number is not manned by an answerphone, or else the call will be treated as answered if not picked up by a person when going to voicemail.

Lone manager:

Lone workers must also set a pin, and duress pin against their accounts. To do this, within the app navigate to User Details and under the Contact Details tab specify the pin. These must be a numeric value e.g., 1234. These pins will be used when receiving a duress call, or when checking in or extending the alarm time.

Setting the check-in time

The check-in time can be set by opening Lone Worker on the mobile app. You will then be taken to a page to set your alarm which is the time you must check-in by.

Setting ‘remind me’ to ‘yes’ will allow you to set a time before the alarm to be prompted to set in, this can be either 5, 10, 15, or 30 minutes, or 1 or 2 hours. Setting the ‘notify by’ option to call will mean a call is made to the number associated with the lone worker at the selected time before the alarm, and the ‘note’ set will be read out. 

Extending and checking in

Once the alarm has been set you are returned to the home page of the app. Opening Lone Worker again will display the time remaining on the alarm, as well as other options.

From this page a lone worker can extend the alarm time, or check-in once ready. To extend, click on extend and enter the pin associated with the account. Similarly, to check in, click on check in and enter the pin.

Requesting help

Opening Lone Worker once an alarm has been set also gives the option to request help. Here, you can click to call a supervisor, or the SOS number. Clicking either of these will result in a call being connected from either the supervisor (manager) set against the profile, or from the SOS number. When a call is received from an SOS number, the duress pin must be used.

Failing to check in

Failing to check in by the set time will result in system call received. The flow below shows what happens if this call fails to connect:

Call Manager-> If not answered -> Try manager again -> If not answered -> Call SOS

Call SOS -> If not answered -> Try SOS again -> If not answered -> Call Manager

This flow will continue to loop until a call is answered or the operative checks in.

Answering the initial call will give the lone worker options to either check in, extend their check in time, or raise an alarm.

Monitoring lone workers

Lone workers can be monitored through the admin portal. To do this, open the Workforce tab and click on monitor. 

From here you will see the following screen where various actions can be taken like those available to the lone worker. The icon will display as red if a lone worker has failed to check in ahead of the set check in time. You can also track the journeys of your lone workers under the Journey tab.

The available actions from the monitor tab are detailed below:

• Extend – this is used to extend the check in time for lone workers currently using the functionality.
• Check-in – admin users can manually check-in any lone worker who currently has a timer set. This may be used in scenarios where a lone worker has forgotten to check-in before finishing their shift.
• Call – the call option allows admin users to connect a call to the lone worker using the contact number set against their account. This will connect using lone the mangers contact number.
• History – admin users can view the history against a lone worker. This will include activities such as when a lone worker has checked in or extended their check-in time.

Lone worker process flows