Your Guide To Being A Good Escalation Contact

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Your Guide To Being A Good Escalation Contact

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An escalation contact is someone who is responsible for checking on a lone worker if they go into a red alert and the Alarm Receiving Operator cannot get hold of them.

It is an important role, and one that should not be taken lightly.

But being a good escalation contact requires a little bit of thought. We have put together this handy guide to show you how to be the best escalation contact you can for the sake of your colleague’s safety.

Have a look at our top 5 tips.

guide to being a good escalation contact top 5 tips infographic


1) Good Escalation Contacts Answer the Phone

The very first step to being a good escalation contact is to answer the phone if it rings. This might sound simple, but you would be surprised how many Escalation Contacts don’t. Obviously, there are exceptions, like if you are driving.

Unfortunately, alerts do go off during the night, and not answering your phone can put people’s lives at risk.

There are a certain number of Alarm Receiving Operators on at any one time. When they have to keep ringing round a lone worker’s escalation contact list, if prevents them from taking other alerts that are coming in.

Not only that, but failing to answer the phone could result in help being delayed in getting to your colleague.


2) Good Escalation Contacts are Clued Up

It is all very well answering your phone with great intentions, but if you don’t know anything about the lone worker in question, it isn’t going to help much.

Being a good escalation Contact means knowing where your colleagues should be, and what they should be doing.

Now, we aren’t expecting you to be Rain Man, but having access to their diary, for example, could be a big help when you are quickly trying to establish where they should be and who they have been with.


3) Good Escalations Take Responsibility

We understand that it can be annoying when you get a call in the middle of dinner, or worse, the night. But it is important to remember that the best case scanrio is it is a false alarm and you will be resuming your activity in a few moments.

And you may well have several false alarms over the course of you being an escalation.

But one time it could be real. And not taking the call seriously, or not picking up, could be endangering your colleague’s life.

Here at First2HelpYou we always take every single alert as if it is genuine. Not doing so could have very serious consequences.


4) Good Escalations Keep Their Details Up To Date

In an emergency situation, having the right contact details for an Escalation is vital. It cuts down on the time it takes for help to arrive on the scene, especially if you are a first aider.

Whether you are updating your phone number or just going on holidays for a few days, or even if you have changed jobs, you can let us know by logging into Connect and switching unassigning yourself or changing your details.

If you are an Escalation Contact for lots of lone workers, this will auto update it for all.


5) A Good Escalation Contact Knows the Protocol


Your company will likely have a lone worker policy that covers what you should do as an Escalation Contact. It is important that you follow protocol, as this policy will have been written to complement the other company policies and risk assessments, and will be unique and bespoke.

A good escalation contact will familiarise themselves with the protocol and will be comfortable enough to act upon it if the occasion arises.

As a general rule of thumb, it should include who to call and at what point in the process. For example, you should call your line manager in the first instance and then escalate it internally.



Being a good escalation contact is about more than being able and willing to answer the phone, it is about having a genuine understanding of the responsibility on their shoulders.

It is also about equipping yourself with enough knowledge to enable you to do the job.

If you would like more information on lone worker safety solutions, or how to be a good escalation contact, get in touch by emailing or filling in the contact form here.

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