Escalation alerts for team leaders and managers

CompanionAxis alerts team leaders and managers when an incident is logged and keeps reminding them about triage, Commission deadlines and overdue actions. This article explains who hears what and how to change it.

Before you begin

• Changing notification rules needs access to Messages → Notification rules.
• Changing incident settings needs the Configure incidents permission (Quality and compliance and Administrator by default).

Alerts when an incident is logged

1. A new incident sends Incident reported to team leaders (in-app, push, email) and to the quality and compliance team.
2. A reportable incident also sends Reportable incident to quality and compliance and operations managers, with the Commission due time. It can’t be switched off.
3. High and critical incidents go out at any hour and the on-call coordinator also gets an SMS. Low and medium incidents reported out of hours wait until business hours start.
4. Workers involved in the incident or the subject of an allegation are never sent these alerts.
5. On the Notify people step of Log an incident you can see who will be told and add people under Also tell.

Follow-up alerts

1. Incident triage overdue goes to team leaders and operations managers when triage takes longer than allowed: 1 hour for critical, 4 hours for high, 24 hours for medium and 72 hours for low.
2. Commission notification due soon goes to the incident owner, quality and compliance and on-call, 6 hours and 2 hours before the due time.
3. Commission notification overdue goes to quality and compliance, operations managers and administrators.
4. Incident assigned to you goes to a new investigation owner, and Corrective action overdue goes to the person the action is assigned to.

See and act on alerts

1. Open Home → Alerts and notifications, or tap the push notification.
2. Each alert links straight to the incident.
3. On the incident, the Notified card on the right shows who was told and how.

Change who is alerted

1. Go to Messages → Notification rules.
2. Find the incident rules (for example Incident reported) and tick or untick the channels, or switch a rule off with its toggle.
3. Use the preview button on a rule to see what each channel says, with sample data.
4. To add another audience, select New rule.
5. To change triage times or out-of-hours timing, go to Settings → Quality and communications, open Incidents and complaints, and change Time allowed for triage by severity or Who hears about new incidents, by severity.

Tips

• Safety-critical alerts (reportable incidents, unauthorised restrictive practices and Commission deadlines) cannot be muted by individuals.
• Make sure team leaders have the app installed with notifications on, so push alerts reach them on shift.

If something goes wrong

A team leader didn’t get an alert for a low-severity incident logged at night.

Low and medium incidents wait until business hours by default. Raise the severity if it is urgent, or change the setting.

Nobody is notified automatically for this incident.

No rule matched. Add people under Also tell and check Messages → Notification rules.

Alerts are not arriving on a phone.

Check notification permissions on the phone and the recent deliveries list on Messages → Notification rules.