Actions and Alerts
Actions and Alerts are warnings that something has happened or needs to be done, which can be configured to appear (or slide in) from the right hand side of the screen as soon as the incident occurs. This can be a really useful safeguarding tool, particularly when alerting on things like Missed Visits or where Workers have yet to arrive and are considered more than reasonably late.
The way this is configured is in two parts. Firstly, you set up something called Action Groups, which detail which alerts appear, then you assign your system users to those Action Groups, which denotes who those alerts appear to.
From there it is a case of maintaining or taking some form of action upon those alerts when they appear.
- Action Groups define which alerts and which groups will be dealt with by users. It is possible to create a hierarchy of Action Groups, with an urgent alert escalating up the tiers after a defined period of time. This will apply until someone can deal with the issue and is useful should users be away from their desk.
- Navigate to Settings > Action Management. The left hand pane details Action Groups that have already been configured.
- Click the Green Plus Button above the pane to add a new Action Group and type an appropriate title
- To create a hierarchy, ensure that you highlight the level you want to create a level underneath and repeat the process. Lower levels of the hierarchy appear indented
- Repeat the process to create as many levels or separate hierarchies as you need
- Highlight the level of the hierarchy you wish to set alerts for
- The top right hand pane details Action Types, use the check box to subscribe alerts for that particular Action Type to the Action Group you have highlighted
- Double click on the alert to set an Escalation Time if necessary. This trigger the alert to travel up the hierarchy tree if the alert is not actioned within the time frame.
- The time is set in minutes, for example you will need to set 120 minutes if you want the alert to escalate after 2 hours. A ‘-1’ entry means there is no escalation period for that event
- You may wish to see certain alerts ahead of time. In other words, you may wish to see the expiry date for a piece of training that is expiring well before it actually does to give you time to actually book someone on a refresher. Simply double click on an alert and change the Notification Days field. Putting e.g. 14 in this box will alert you 14 days before the actual expiry date.
- The bottom right hand pane show a list of Groups to trigger the alert for. Simply check the box to assign the Group. This is useful if you have different co-ordinators or managers of different Groups. These Groups are the mandatory field held against all workers and clients and are not to be confused with Action Groups
- Attaching a system user to the Action Group will allow alerts to appear on their screen in real time, and allows their information to be recorded against the issue for recording purposes
- Navigate to Settings > Action Management
- Click the Action User Subscription Tab
- A list of system users is displayed
- Highlight the name of the user you wish to add to an Action Group; ensure you click on the right hand column titled Action Group. This will allow a dropdown arrow to appear on the far right of row
- Click the dropdown arrow to see a list of all available Action Groups. Select an Action Group for the individual to join. The individual will now receive alerts and messages as detailed in the Action Management Settings of their Action Group
- Alerts appear in the system as slide-ins from the right of the screen. All users in the Action Group will see the same alerts; these will not be removed until they have been actioned. If the set time limit for actioning the alert is exceeded, the alert will be escalated to a higher level in Action Group hierarchy. By actioning an alert the user takes responsibility for the issue and will be required to enter details of what process they followed to resolve
- An alert appears as a slide in from the right hand side of the screen. The date is shown along with a brief description of the reason the alert has been raised
- Click View to be taken to the part of the system where you can see more information about the particular incident, for example the Visit Schedule screen
- If you want the system to acknowledge that you have taken responsibility for the issue, click I’ll Do It
- This will stop the alert from being escalated but still allow you time to investigate and complete any tasks surrounding the alert
- Clicking I’ll Do It will remove the alert from the screens of other members of the same Action Group, however, clicking the X button to close the alert will not
- As soon as you click the I’ll Do It button to take responsibility for the alert. The button will change to show Done
- Click Done when you have finished dealing with the alert
- Enter details about what occurred during the alert and what you did to resolve or action it into the Action Comments box
- This will be held in the History Section of the system for reporting purposes
- Click OK to save the comments and close the alert, it will now be removed from your screen
Note: Train members of the Action Group on their role and responsibilities regarding the alerts that will appear on their screen. Ensure they understand the impact of ignoring specific alerts. Equally, you will want them to understand that actioning an alert implies that they have taken responsibility for it; if required they may need to take action outside of the system. Detailing these real life actions makes for a robust and accurate History section