Check on Me – New Dispatch Model & Enhancements

Overview

We’ve introduced key updates to the Check on Me feature, streamlining escalation workflows and ensuring continuous monitoring for user safety. These updates improve response times, provide flexible notification settings, and offer organizations more control over emergency contact configurations.

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New Dispatch Model

All Check on Me expiration events will now be routed to a Dispatch Service, ensuring that every escalation is actively monitored. This eliminates gaps in response and enhances real-time safety management.

How It Works

1. A Check on Me session expires – If the user does not check in, the dispatch service is immediately notified.
2. Emergency contacts are alerted – Dispatch will attempt to reach up to two emergency contacts.
3. Escalation if needed – If dispatch cannot reach an emergency contact, the system can be configured to escalate to authorities.
4. Customer Success Follow-Up – Our team will review flagged incidents and follow up during business hours to ensure proper resolution.

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Emergency Contact Configuration

Organizations now have more flexibility in how emergency contacts are assigned when a Check on Me session expires. You can choose from the following options:

• Fixed Contacts – Two designated emergency contacts will always be called.
• Calendar-Based Contacts – Contacts can be assigned based on the hour of the day.
• Dynamic Assignment – Contacts can be dynamically assigned via an API or through file ingestion (Email, S3, FTP).

These configuration options allow organizations to tailor the escalation process to their internal protocols.

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What This Means for Organizations

• Always-On Monitoring – Dispatch handles all Check on Me expirations, ensuring no lapses in safety coverage.
• Customizable Escalation Paths – Organizations can define their emergency contact workflows to align with their needs.
• Improved Response Times – Real-time notifications and dispatch intervention reduce risks associated with delayed responses.

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Notification Updates

New notification settings provide greater clarity and visibility into Check on Me events:

System Event	Notification Sent
Check-In	No Notification
Check-Out	No Notification
Expiration	Dispatch Notified
Emergency Contacts Called	Status Notification
Final Disposition	Optional Notification
POM Safe Follow-Up	Customer Success will follow up the next business day

These notifications ensure real-time visibility while keeping unnecessary alerts to a minimum.

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New User Experience for Check on Me Expirations

If a user fails to check out, they will:

• Have one minute to check out before escalation begins.
• Receive a call from POM Dispatch at the same number used for SOS alerts (866-306-1331).
• If the user is safe, they can confirm their status by providing a passcode.

This process ensures a consistent and reliable escalation path, reducing false alarms while maintaining safety.

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Next Steps

1. Review Your Check on Me Settings – Determine the best emergency contact configuration for your organization.
2. Update Contact Assignments – Use fixed, calendar-based, or dynamic contact assignments as needed.
3. Train Your Team – Ensure your team understands the new escalation process and how dispatch handles alerts.

For any questions or assistance, reach out to our support team via live chat or email. - [e-mail]

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This update ensures a seamless, monitored, and effective Check on Me process, providing organizations with confidence that escalations are handled efficiently. 🚀