Verification vs Response
Does being the quickest make you the best?
Response time refers to the reaction to an alarm call provided by a lone worker solution provider; these times are obviously very important when it comes to lone worker protection and BS 8484:2016 requires that, on a rolling 12-month basis, 80% of calls must be accepted and the verification process started, within 10 seconds, and 98.5% within 40 seconds.
The quicker an alarm is responded to then more information can be gathered and a fast and appropriate action can be taken. But what’s happening to your alerts once they’ve been answered? If your alerts are not being handled by a dedicated lone worker, Alarm Receiving Centre (ARC), then how can you be sure your calls are not being parked?
ARC Operations vary greatly and whilst many solution providers look to that initial response as the most important key performance indicator, in lone worker application verification needs to be considered as well.
Verification is the process of determining whether an activated “Red Alert” is a false alert or a genuine alarm. Once an Operator has established a verified alarm, and that an alarm call is required, they will escalate the incident to the appropriate response services in accordance with the escalation instructions. Basically, it’s the time it takes an Operator to investigate the alert audio and then take a view to decide on the appropriate action, based on parameters set between the provider and the client.
Validating the seriousness of an alert is imperative and can ultimately save lives. BS 8484:2016 requires that 80% of verifications are complete within 120 seconds, 90% within 180 seconds and 98.5% within 600 seconds.
In some respects, the verification of an alert is the most important thing. Rapidly gaining an understanding of an emergency situation and ensuring complete lone worker support as quickly as possible is vital.
It’s also worth considering what your device’s first action is, once a ‘Red Alert’ is activated. There are many devices out there that have many varying functions; some instantly place a call, others look to get a GPS fix first. Whilst getting a location fix is important, SoloProtect believe that placing a call and supporting the user as quickly as possible should be the priority here. It can take up to 60 seconds to get a GPS fix, time which can be crucial in a genuine emergency situation, and a lost opportunity to record and react to what happens in the first minute of an incident.
The SoloProtect ID device’s first action is to place a call to our lone worker dedicated ARC, following instantly on from that, the verification process begins. We operate within the compliance requirements of the British standards (BS 8484 2016) but continually set ourselves much more demanding internal targets. In fact, we constantly out-perform what’s required within BS 8484:2016, and place huge importance on both the response and the verification time.
SoloProtect ID is the first, and currently the only device that utilises GNSS technology. This technology is both faster and more accurate than GPS, meaning the time it takes to locate the device can be as quick as a couple of seconds.
Dedicated to Lone Workers
The SoloProtect ARC is dedicated to lone workers; this means that its sole purpose is to deal with alarms from SoloProtect lone workers. Our Operators are trained exclusively for the purpose of supporting lone workers, therefore you can be confident that they’ll be there for you if the worst happens. Our priority is lone worker safety, not building stats, therefore, you’ll always be supported by a dedicated lone worker ARC and a fully trained lone worker Operator.