How do I Interpret Alarm Incident Reports?

How do I Interpret Alarm Incident Reports?

Alarm Incidents are generated every time an SOS alarm is triggered. This creates an Incident Report for each incident, sent via email per your community’s Response Protocol document.

This report lists the actual events that took place when our monitoring team responded to the call for help. Use this guide to navigate the headings and abbreviations in a typical alarm incident report.
Info
NOTE: reports are only generated for genuine help requests, not installation or test activations.

Alarm Incident Report Headings & Sections

Alt ID

This is the service’s unique monitoring Service ID.

Alarm Incident #

Each incident generates a unique Alarm Incident Number, typically nine digits long. This number is crucial for tracking and must be referenced if you need to follow up or lodge an enquiry about a specific incident.

Incident Date

The exact date and time the alarm was triggered with the response centre.

Elapsed Minutes

This shows the total duration from when the alarm was first triggered (excluding the Call Setup Time for the user’s device) to when the response operator fully cleared the medical event (FCMED). It’s important to note that this is not the time it took us to respond to the alarm; it also includes the time needed to document the incident and update our system after the alarm call has been closed.

Incident Events (Total Count)

This is the total number of individual actions taken during the incident. Each event is logged with a timestamp and action. The breakdown underneath itemises these.

Incident Events (Breakdown)

Every action and step taken by the response operators during the incident is listed in this section. You will find details such as:

  • Zone: Not applicable for personal/medical alarms.
  • Op: The initials of the operator who handled the event.
  • Event: A brief description of the occurrence or action taken.
    Refer to the next section below for further details.
  • Location/Comment/Disposition: This may include a comment, the contact's name, or additional notes.
  • Phone: The phone number dialled by the operator, if applicable.
  • User: The name of the user who triggered the alarm.
Note: The timestamp for answering the alarm call is not directly shown. When the alarm is triggered, an event is automatically created in the response centre’s system. The initial "Event Accessed By Operator" (AA) timestamp serves as an approximate indication of when the call was answered.

Common Event Type Codes & Abbreviations

Our operators often use abbreviations in their comments or notes to save time, especially during busy periods. Many of these abbreviations are those commonly used in everyday SMS text messages.

In addition to comments and notes, our response centre’s systems contain many predefined events. The following are the most common with their code and explanation:

  • AA: Event accessed by the operator.
  • C: Outbound call where contact was established.
    (Note: These timestamps are indicative and may show when the call started, was ongoing, or ended.)
  • CR: Call Received. For example, this could be a friend or family member returning our missed call.
  • DPAGE: The dispatch page is displayed. This outlines the account-specific response procedure.
  • EE: Event exited by the operator. This often occurs when two operators are working on the incident, and one operator exists the system event to hand over access to the other.
  • FCMED: Full clear of medical events, indicating the call for help has been addressed and (where applicable) the situation is now managed by external parties such as emergency services or nominated emergency contact. A summary note from the operator is included.
  • HC: Quick comment added by the operator during the alarm call.
  • LM: Outbound call was not answered, and a message was left for the contact.
  • MED: Medical alarm activation received and queued for the next available operator.
  • PC: Partial Clear. This means the event is ‘parked’ for review or pick up by another operator; refer to EE.

These codes help streamline our response and ensure that operators can document events quickly and efficiently without compromising the quality of service.

Need More Help?

If you have questions about a specific incident report or need further clarification, please contact our support team using the Alt ID and Incident Number.

Remember, you can view and audit your resident details online via the Member Portal at https://myaccount.myhomefone.com.au. For further details, refer to the Safe Home Hub Handbook for Residential Community Managers.

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This article's audience is Senior Living Operators only. For myhomefone retail consumer support, click here for the main menu.

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