What happens when an alarm is raised?
This article explains what happens after an alarm is raised from a Safe Pro device or the Protector Mobile app.
Applies to user roles: User (Lone worker)
Available on platforms: Safe Pro device, Protector Mobile app
How alarms are handled
If you use Vatix 24/7 Monitoring, alarms are handled by the Alarm Receiving Centre (ARC).
If you use Self-Monitoring, alarms are sent to the contacts in your Alarm Response Profile.
What happens when you raise an alarm on a Safe Pro device
When you raise an alarm on a Safe Pro device, the red LED will flash rapidly and the device will vibrate to confirm that the alarm has been raised.
If you use Vatix 24/7 Monitoring, the device will place a call to the ARC. The device will beep to indicate that the ARC operator is listening for audio cues and assessing the situation.
If you use Self-Monitoring, the device will call the contacts in your Alarm Response Profile instead of the ARC.
What happens when you raise an alarm in the Protector Mobile app
When you raise an alarm in the Protector Mobile app, your phone will prompt you to place a call.
The call will go to the ARC or to the contacts in your Alarm Response Profile, depending on whether you use Vatix 24/7 Monitoring or Self-Monitoring.
Note: Even if the alarm was raised accidentally or during testing, you should still complete the call so that the ARC operator can check that you are safe and close the alarm.
If you use Vatix 24/7 Monitoring, the ARC operator may listen silently at first while they assess the situation.
What happens next
After assessing the situation, the alarm responder will take the appropriate action. This will usually lead to one of the following outcomes:
- You confirm you are safe: If the alarm responder cannot detect an immediate threat, they will speak to you to check that you are safe. You may be asked to confirm your identity, usually with your name and date of birth. If the alarm is false, it will be closed.
- Escalation: If the alarm responder cannot detect an immediate threat, but you are unable to respond and confirm that you are safe, they will contact the people listed in your Alarm Response Profile. This may include your manager or colleagues.
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Emergency response. If the responder detects signs of distress, violence, or another clear emergency:
- With Vatix 24/7 Monitoring, the ARC can dispatch police directly to your location, bypassing the standard 999 route. Your Alarm Response Profile contacts are informed in parallel.
- With Self-Monitoring, your nominated contact will follow your organisation's internal escalation process. They can call 999 if emergency services are needed, but they don't have direct police dispatch.
Important phone numbers
If you use the Protector Mobile app, the Alarm Receiving Centre contact number is +44 808 169 2431. When you raise an alert in the app, you may be prompted to call this number. If a Timed Alert expires and triggers an alert, an ARC operator may also call you from this number. Answer or complete the call if you're able to, even if the alert was raised by accident, so the responder can confirm you're safe and close the alert.
If you use Self-Monitoring, your nominated contacts are called from +44 808 169 2431 when an alert is raised.
If you use Vatix 24/7 Monitoring and the ARC needs to escalate to your nominated contacts (because they couldn't verify your safety verbally), those contacts are called from +44 0330 184 0444.
We recommend that emergency contacts save both numbers so they don't ignore the call in an emergency.