What
The Escalation flow section is where you configure how Nobi handles escalations. It has three tabs: Procedure, Causes, and Preferences. Together, they give you a clear overview of the escalation procedure, escalation causes, and escalation preferences in one place.
In this section, you decide who gets alerted and how, which causes your team can choose as the reason for an escalation, who can close which escalation types remotely, which sounds are used, and how notifications work across the community.
Why
A clear escalation flow makes sure every escalation is handled quickly and correctly. When you set up procedures, the right people are contacted without delay.
Adding escalation causes helps you understand why incidents happen. This helps you find patterns and take action to prevent them, which improves resident safety.
Setting your preferences makes escalation handling match the way your team works. This reduces confusion during incidents and keeps communication the same across your community.
Procedure
Use this tab to decide who is contacted, and in what order, when an escalation starts.
The procedure is set for the whole community. You can overrule it per department under Department level modifications. Housing units do not have a procedure of their own. They follow their department’s procedure. If the department does not overrule it, they follow the community procedure.
- Escalation setup: choose whether escalations are sent through the Nobi Mobile App or by phone, and in what order users are called about the escalation. When Escalations via Nobi Mobile App is on, you choose how long Nobi waits before the phone calls start: 2, 3, 5, 10 or 15 minutes.
- Informational setup: extra email or mobile notifications that are sent when an escalation happens. They are only meant to inform people, not to respond to the escalation itself.
- Department level modifications: shows every department and its escalation procedure. Click Edit to open a department’s procedure. On that page, click Overrule to set a specific procedure for that department, or Reset to follow the community procedure again. Informational recipients you add to a department are added on top of the community’s recipients.
Nobi can send alerts in several ways: a phone call from Nobi, an in-app notification with the Escalations via Nobi Mobile App feature, mobile notifications, email, or a nurse call system.
Who is actually contacted depends on how they are alerted. When Escalations via Nobi Mobile App is on, caregivers only receive the notification if they:
- have permissions in that department, and
- are signed in to that working area in the app.
If the feature is off, or for phone calls from Nobi, Nobi only calls the phone numbers listed in the escalation procedure.
Informational emails and mobile notifications work differently. They do not reach everyone with a certain permission. They only go to the specific staff members the community has chosen to add.
Learn how to configure the escalation procedure here.
Causes
Use this tab to set the possible causes that can be selected for an escalation. You can set causes for resident calls, assistance calls (with or without a resident), and fall escalations.
Caregivers also choose from the assistance call causes when they request assistance in the Nobi Mobile App. The Request assistance button only appears in the app once at least one assistance call cause is active.
When you use causes consistently, you build reliable data that helps you understand trends and improve prevention. Causes also give clearer reporting and insights on the Resident Insights page.
Learn how to create escalation causes here.
Learn how to use escalation causes here.
Preferences
Use this tab to set how escalations work for falls, resident calls, and assistance calls.
- Decide who can close escalations remotely and which users must be there in person to close escalations. You can also set this per escalation type.
- Configure escalation sounds for desktop and mobile, and set how often mobile alerts repeat. This helps you recognise different escalation types and respond to them quickly.
- For fall escalations, you can turn on automatic closing after the fall escalation is confirmed. This saves manual follow-up when the resident has already been helped, while you still keep control when needed.
Learn how to configure escalation preferences here.