What
The Preferences tab is part of Escalation flow. In this section, managers set up how each type of escalation is handled:
- How escalations are closed.
- By whom.
- What sound they make.
- How often they alert care staff.
This is different from the escalation procedure, which decides who is alerted about an escalation and how. Escalation preferences apply to the whole community. You cannot set them differently per department.
Only managers have access to adjust Escalation preferences.
You configure preferences separately for each escalation type. You can set preferences for three escalation types:
The Assistance calls section only shows when assistance calls can be made in your community, for example with a Badge.
You can configure the following preferences:
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Close remotely: This preference decides which user roles can close an escalation without being with the resident in person:
- Users and managers
- Managers only
- No one
- Closing an escalation remotely means closing it on your device in the Nobi Mobile App or the web application, without having to be where the escalation happened. If you limit who can close remotely (Managers only or No one), the escalation must be closed in person instead. How you close an escalation in person depends on the escalation type. Read each section below to see how to close each escalation type in person.
- Users and managers is the default.
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Close automatically: This turns on the auto-close feature. It is available for fall escalations only. When it is on, the fall escalation closes automatically once the fall escalation is confirmed and no one has been on the floor for at least 5 minutes. The 5 minutes count from the last time Nobi detected someone on the floor, not from the moment the fall escalation was confirmed. How a fall escalation is confirmed depends on the escalation procedure:
- When Escalations via Nobi Mobile App is on, the fall escalation is confirmed once a user presses On my way.
- When the escalation procedure uses phone calls, the fall escalation is confirmed once a user answers the phone call from Nobi and presses “1”.
- Resident calls and assistance calls are never closed automatically.
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Escalation sound on mobile: This setting chooses the sound that plays for the escalation on mobile devices when Escalations via Nobi Mobile App is enabled in the escalation procedure. If Escalations via Nobi Mobile App is not enabled, the notification settings on your mobile device apply. You can also set the preferences for how often the notification repeats. Choose between 1 and 5 minutes, or no repetition. Repetition is only available on Android devices. On iOS devices (iPhone, iPad), the sound plays once, whatever this setting is.
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Escalation sound on desktop: Choose the sound that plays for the escalation on desktop. This is available whatever escalation procedure you choose.
For both sound settings, you can choose a spoken announcement, Sound A, Sound B or Sound C. The spoken announcement is the default. It allows Nobi to announce what happened and where, for example “Fall detected in room 101 - bedroom.”
Why
Each community has its own rules for handling escalations. Preferences let communities choose how each escalation type is closed. This gives flexibility in how escalations are handled. It also gives managers a clear view of how care staff handle each escalation type.
- Remote closing preferences control who can close an escalation remotely, and who must close it in person instead. You can limit remote closing when you need to be sure care staff were there in person during an escalation. You can allow it when that is not needed.
- For fall escalations, the auto-close feature means staff do not need to close the escalation themselves once it is confirmed and the resident is no longer on the floor. After a fall, caregivers often help the resident right away, and the fall escalation can stay open even though help was already given. Auto-close removes that extra step. Some communities need stricter control over how escalations are handled. You decide how much automation fits the way your team works.
- Sound preferences help staff recognise the type of escalation right away. Staff can respond faster because they know what is happening before they look at a screen.
- On mobile devices, repeated alerts help make sure no escalation goes unnoticed. They keep reminding staff until someone claims the escalation or Nobi moves on to the phone call fallback.
Detailed steps
Preferences are set separately for each escalation type. Follow these steps first. Then go to the section you need below. Nobi saves every change automatically and confirms it with a blue banner.
- Go to Escalation flow in the left menu.
- Navigate to the Preferences tab.
- Scroll to the section for the escalation type you want to update.
We will explain each preference that can be configured per escalation type below:
Falls
Close remotely
This setting lets you choose who can close a fall escalation remotely. To close it in person, care staff must press the presence button in the housing unit where the fall happened. This closes the fall escalation automatically.
If you select No one, no care staff can close the fall escalation remotely. If no presence button is paired in that housing unit, managers can still close the fall escalation remotely.
If you select Managers only, only managers can close the fall escalation remotely. Users must close it in person instead.
When Escalations via Nobi Mobile App is on, caregivers receive escalation alerts on their phone. They can close a fall escalation from their phone, depending on the permission you set here.
When Escalations via Nobi Mobile App is off, Nobi calls caregivers by phone, one at a time. A caregiver presses “1” to confirm they are handling the fall escalation. The mobile app can still be used to close the fall escalation remotely. Instead of pressing On my way, open the escalation and press Next steps to continue.
- Under Close remotely, choose who can close a fall escalation remotely: Users and managers, Managers only, or No one.
- If you limit who can close remotely, a yellow box appears. It shows some of the housing units that do not have a presence button paired for closing in person. In these housing units, managers can still close the escalation remotely.
Close automatically
The Close automatically toggle turns on the auto-close feature for a confirmed fall escalation. A fall escalation is confirmed when a caregiver claims it.
When Escalations via Nobi Mobile App is on, a caregiver confirms a fall escalation by pressing On my way in the app. When it is off, a caregiver confirms a fall escalation by answering the phone call from Nobi and pressing “1”. Once a fall escalation is confirmed, Nobi closes it automatically when the resident has not been on the floor for at least 5 minutes.
The 5 minutes count from the time the resident is no longer on the floor, not from the time the fall escalation was confirmed. For example, if the resident has not been detected on the floor for 10 minutes before the fall escalation is confirmed, the fall escalation auto-closes as soon as it is confirmed. If the resident has not been on the floor for 2 minutes before the fall escalation is confirmed, the fall escalation auto-closes 3 minutes after it is confirmed.
- Use the Close automatically toggle to turn it on or off. It is on by default for falls.
Escalation sound on mobile
Mobile sound is only available when Escalations via Nobi Mobile App is on. When it is off, the users’ mobile devices play their default notification sound instead.
- In the Escalation sound on mobile dropdown, select which sound should play on mobile devices when a fall escalation starts.
- Press the play button next to the dropdown to preview the sound.
- Set how often the sound repeats. Choose between 1 and 5 minutes, or no repetition. The default is 1 minute for falls.
Escalation sound on desktop
Desktop sound is always available, whatever escalation procedure you choose.
- In the Escalation sound on desktop dropdown, select which sound should play on the desktop when a fall escalation starts.
- Press the play button next to the dropdown to preview the sound.
Resident calls
Close remotely
This setting lets you choose who can close a resident call remotely. How you close a resident call in person depends on what started it:
- A resident call from a peripheral paired to the Nobi light, such as a pull cord or a call button, is closed by pressing the presence button in that same housing unit. This closes the resident call automatically.
- A wearable call, from a resident’s wearable call button, is closed differently. This is because the wearable call button is paired to the resident’s profile, not to the housing unit. Care staff must bring their mobile phone near the wearable call button that started the wearable call. Once the phone detects it, the Close escalation button becomes active in the Nobi Mobile App. Care staff can also scan the wearable call button with the Nobi Mobile App. Learn more in How to Close an Escalation.
If you select No one, no care staff can close the resident call remotely. If the resident call came from a peripheral paired to the Nobi light and no presence button is paired in that housing unit, managers can still close the resident call remotely.
If you select Managers only, only managers can close the resident call remotely. Users must close it in person instead.
When Escalations via Nobi Mobile App is on, caregivers receive escalation alerts on their phone. They can close a resident call from their phone, depending on the permission you set here.
When Escalations via Nobi Mobile App is off, Nobi calls caregivers by phone, one at a time. A caregiver presses “1” to confirm they are handling the resident call. The mobile app can still be used to close the resident call remotely. Instead of pressing On my way, open the escalation and press Next steps to continue.
- Under Close remotely, choose who can close a resident call remotely: Users and managers, Managers only, or No one.
- If you limit who can close remotely, a yellow box appears. It shows some of the housing units that do not have a presence button paired for closing in person. In these housing units, managers can still close a resident call from a peripheral remotely. This does not apply to wearable calls.
Escalation sound on mobile
Mobile sound is only available when Escalations via Nobi Mobile App is on. When it is off, the users’ mobile devices play their default notification sound instead.
- In the Escalation sound on mobile dropdown, select which sound should play on mobile devices when a resident call starts.
- Press the play button next to the dropdown to preview the sound.
- Set how often the sound repeats. Choose between 1 and 5 minutes, or no repetition. The default is 3 minutes for resident calls.
Escalation sound on desktop
Desktop sound is always available, whatever escalation procedure you choose.
- In the Escalation sound on desktop dropdown, select which sound should play on the desktop when a resident call starts.
- Press the play button next to the dropdown to preview the sound.
Assistance calls
Close remotely
This setting lets you choose who can close an assistance call remotely. How you close an assistance call in person depends on how it was requested:
- A Badge-triggered assistance call is linked to the Badge of the care staff member who requested assistance, not to a housing unit. This means you cannot close it with a presence button. To close it in person, care staff must bring their mobile phone near the Badge that started the assistance call. Once the phone detects it, the Close escalation button becomes active in the Nobi Mobile App. Care staff can also scan the Badge with the Nobi Mobile App. Learn more in How to Close an Escalation.
- An app-triggered assistance call, requested in the Nobi Mobile App, can always be closed remotely, whatever is set here. These assistance calls are not linked to a Badge. There is no Badge to scan to close them in person.
If you select No one, no care staff can close a Badge-triggered assistance call remotely. The Close escalation button becomes active once the care staff member is near the Badge that started the assistance call, or scans it.
If you select Managers only, only managers can close a Badge-triggered assistance call remotely. Others must close it in person instead.
When Escalations via Nobi Mobile App is on, caregivers receive escalation alerts on their phone. They can close an assistance call from their phone, depending on the permission you set here.
When Escalations via Nobi Mobile App is off, Nobi calls caregivers by phone, one at a time. A caregiver presses “1” to confirm they are handling the assistance call. The mobile app can still be used to close the assistance call remotely. Instead of pressing On my way, open the escalation and press Next steps to continue.
- Under Close remotely, choose who can close an assistance call remotely: Users and managers, Managers only, or No one.
Escalation sound on mobile
Mobile sound is only available when Escalations via Nobi Mobile App is on. When it is off, the users’ mobile devices play their default notification sound instead.
- In the Escalation sound on mobile dropdown, select which sound should play on mobile devices when an assistance call starts.
- Press the play button next to the dropdown to preview the sound.
- Set how often the sound repeats. Choose between 1 and 5 minutes, or no repetition. The default is 3 minutes for assistance calls.
One of the sounds announces the assistance call out loud. For an app-triggered assistance call, the announcement includes the cause: “Assistance call: [cause], requested by [care staff member] in room [room].” For a Badge-triggered assistance call, the announcement is: “Assistance call requested by [care staff member] near room [room].” When you press the play button to preview this sound, it says “Cause” where the real cause will be spoken.
Escalation sound on desktop
Desktop sound is always available, whatever escalation procedure you choose.
- In the Escalation sound on desktop dropdown, choose which sound should play on desktop when an assistance call starts.
- Press the play button next to the dropdown to preview the sound.
The announcement sound is also available on desktop and works the same way as on mobile.
Now you have successfully configured your escalation preferences.
The Preferences tab is one part of Escalation flow. To learn what starts each type of escalation, read Types of Escalations.