What
The Escalations via Nobi Mobile App feature turns your smartphone or tablet into a response point. You receive alerts, confirm escalations, and connect with residents, all in the app.
This is not the same as requesting assistance in the Nobi Mobile App. Escalations via Nobi Mobile App is how Nobi alerts you about an escalation. Requesting assistance is how you start an assistance call yourself.
Why
In communities with one shared phone, valuable time can be lost. This feature alerts all signed-in staff at once, which speeds up the response. Everyone knows who is helping, and it is easy to arrange extra support. You can even call the resident through the light. There is less delay, more control, and better care.
The Escalations via Nobi Mobile App feature keeps your whole team informed and saves time.
Detailed steps
Follow the steps below to use the Escalations via Nobi Mobile App feature to respond to an escalation.
Sign in to the mobile app
- Open the Nobi Mobile App and sign in with your details. You can sign in with an email or username, or sign in with a Badge. (Please note: if you sign in with an email address, you may be asked for extra 2-factor verification. Keep your personal phone close when you sign in.)
- Choose your working area. This decides which escalations you are alerted about. You only receive alerts for escalations in or near the housing units in that working area. Escalations outside it do not send you a notification. You can select more than one department, then tap Done. To change your working area later, tap your profile image and then Working area.
Respond to an alert
- When an escalation happens, all signed-in devices play a sound alert. If you can help, tap On my way to claim and confirm the escalation. If you can’t, tap Can’t right now.
The alert shows how many caregivers have not responded yet. If you are the last one, it says You’re the last available caregiver. If everyone who received the alert taps Can’t right now, Nobi alerts them again until the wait time runs out.
A manager chooses the alert sound and how often it repeats in Preferences.
Note: If no one responds in the app within the set wait time, Nobi continues with the standard escalation procedure and starts the phone calls. If no caregiver is signed in and free in the app, Nobi starts the phone calls right away. A manager sets this wait time in the Procedure tab of Escalation flow. Learn how here. The phone numbers in the escalation procedure are always used as a backup. The Escalations via Nobi Mobile App feature comes first but doesn’t replace the existing procedures.
Didn’t hear the alert? Make sure your device volume is turned up and that both sound and notification settings are turned on. Also make sure your phone or device is not on do not disturb, and that the Nobi Mobile App has all permissions. Lastly, make sure the Nobi app is set to Unrestricted battery usage in the device settings, on all devices running the Nobi mobile app. Please contact Nobi Support if the problem continues.
See who claimed the escalation
- An audible notification (for example “Hank answered the call”) plays on all devices with users signed in to the Nobi Mobile App in the working area where the escalation happens.
- Tap the nurse icon to see who has claimed an escalation.
- Other team members can also claim the escalation by tapping On my way if more help is needed. They are also shown when you tap the nurse icon. Others then hear, for example, “Hank also answered the call”.
A caregiver who is already assigned to an escalation cannot claim another one until the first one is closed.
Call the resident
- Press the Call button to call the resident through the light.
- Talk directly with the resident through your device. You can also mute, or put the device on speaker.
Light busy? Only one person can talk through the light at a time. If someone else is already calling the resident through the light, you see The light is busy with another call. You can call again once that call has ended.
Please note: this feature is only available for escalations tied to a housing unit, such as fall escalations and resident calls from a peripheral paired to the Nobi light. Learn more about calling back the resident here.
Analyze and close the escalation
- Tap the Analyze button to find out what caused the open escalation.
- Tap Close escalation at the bottom of the window once the resident has been helped. From here, you can also snooze fall detection and choose the cause of the escalation.
Please note: whether you can close an escalation in the app depends on the Close remotely setting in Preferences. If you can’t close it in the app, 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. Learn more about closing an escalation. A confirmed fall escalation can also close automatically if this is turned on.
Sign out
- After your shift, always remember to sign out. Tap your profile image in the top right corner of the home screen.
- Tap Sign out. You have now signed out of the Nobi Mobile App and removed yourself as an available caregiver. You will not receive escalation alerts while you are signed out of the Nobi Mobile App.