What
When Nobi creates an escalation, it means a resident needs help. You close the escalation once the resident has been helped. When you open the escalation in the Nobi application, you also have other options that help you understand what happened. The options are: closing the escalation, calling the resident through the light, displaying images (depending on the privacy settings), snoozing the escalation, or checking the call history.
If you need extra help, you can also request an assistance call. Tap Assistance on the escalation you have claimed in the Nobi Mobile App, or press your Badge. The assistance call is a separate escalation.
Why
It is very important to close every escalation. Sometimes, though, another action is better to do first. This article helps you decide when one of these other actions is the better choice.
What to do during an escalation
Below are the different options when you open an escalation in the application.
1. Closing the escalation
Use this option to close the escalation. You can answer Nobi’s standard questions about the fall. If escalation causes are set up, you can also choose a cause. To learn how to set them up, go to Configure Escalation Causes.
Please note: the Close remotely setting in Preferences may limit who can close an escalation in the app. If so, close it in person. Use the presence button for fall escalations and resident calls from a peripheral paired to the Nobi light. Use proximity or scanning for wearable calls and Badge-triggered assistance calls.
For a complete guide, go to How to Close an Escalation.
2. Calling the resident back
If you are not close to the resident for some reason, you can call the resident through the light. This lets you comfort them until help arrives. This is not available for wearable calls and assistance calls.
For more information, go to Call back resident.
3. Consult images and video
You can also look at the images of the escalation (depending on the privacy settings). You can also request new images to see the current situation. Seeing the situation can be very important when you decide what kind of medical help is needed. Images and video are not available for wearable calls and assistance calls.
For guidance, go to Use escalation images.
4. Snooze the escalation
If the resident is on the floor but does not need help, snoozing the escalation may be a better option. Snoozing is only available for fall escalations. It stops a new escalation from starting for a set time. This avoids unnecessary alerts when the resident is safe, for example sitting on the floor without needing help right away. If Close automatically is turned on in Preferences, Nobi can close a confirmed fall escalation by itself. This happens once no one is detected on the floor for at least five minutes. Learn more about auto-close. This reduces unnecessary follow-up when a resident has already been helped.
To learn more, go to Different Ways of Snoozing.
5. Call history
You can also check the call history. It lists the phone numbers Nobi has already called about this escalation, and the status of each phone call. This can help you understand how well the escalation procedure works.
Click here for more information about the call history.