TigerTel for Human Resources

TigerTel and Your Human Resources Department

HR Manager’s Handbook to Emergency Response
and Work-Alone Solutions

As an HR manager, you carry varied responsibilities at work each day. In addition to handling recruitment and employee satisfaction issues, you’re responsible for health and safety in the workplace, training and development of staff, optimization of processes and policies, departmental planning, and more.

One of the biggest concerns you face may be ensuring your company’s compliance with the Occupational Health and Safety regulations in your province for your industry. Whether it’s readying your company for an upcoming workplace safety checkup or responding to a recent issue by upgrading procedures, you need to think about emergency response, alarm monitoring, remote employee check-ins, or work-alone solutions.

Partnering with a quality call centre can be exactly what you need to effectively cover your bases on all of these fronts, solving your pain points and working with you to ensure the safety of workers and your company’s compliance, helping you avoid costly fines.

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Emergency Response

When you stop to think about the potential for emergency situations in any workplace, it’s surprising we aren’t faced with them more often. A stuck elevator, flooding, theft… things will go wrong, and it’s your job to ensure there’s a plan in place when they do.

If your industry is one with hazardous workplaces—say the oil and gas industry, for instance—having a fail-proof emergency management plan is critical. There must be a speedy and effective response; lives may very often depend upon it. There may also be legislative requirements about emergency preparedness that must be met.

Partnering with a call centre for emergency response services is a reliable and effective means of handling a crisis situation. Call centre specialists are often the first link in an emergency response chain, and you can rely on them to follow the procedure you’ve laid out—documenting time of call, tracking dispatch, escalating according to your instructions, and more. A response line that is monitored 24/7/365 is a critical part of that plan for many companies, and gives you the peace of mind you need to go about the rest of your responsibilities.

As you seek out the call centre partner that suits your requirements,
consider the following points and be sure they are able to provide those
specific features you need:

Connection with
a Live Person

Available Holidays,
Afterhours, Weekends

Back Up and
Call Overflow in
the Event of
a Localized
Emergency or
Natural Disaster

Detailed Reporting
& Documentation

Recordings of Incoming
Emergency Calls

Boost Response with
Alarm Monitoring

As part of your workplace health and safety plan, you may want to consider alarm monitoring—something your call centre partner can easily help you with. Many kinds of work environments employ various alarms to ensure safety. Whether they are for noxious fumes, unlawful entry, or some other potential threat, even the best alarms are only as good as the response they generate. A reputable call centre has operators monitoring alarm systems around the clock.

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Work-Alone Solutions

If you have employees who work alone, even if only occasionally, this adds a layer of complexity to your emergency response plan. If your company has workers who are often on their own on the job, the law requires you to provide a strategy by which they can alert someone to an emergency situation and receive assistance in response.

An employee is considered to be in a work-alone situation if he or she cannot be seen or heard by another person or cannot expect a visit from another person with regularity. This may be anyone: store clerks working a night shift, a real estate agent running an open house, a leasehand working on a rig, or a salesperson on the road to visit customers.

Workers in isolation face an increased risk, and it’s your responsibility to ensure their safety and provide for assistance when their safety is compromised. As you work through your plan for isolated workers, ask yourself these questions:

  • If the isolated worker experiences a medical emergency (because of a workplace accident or by natural causes), will anyone be alerted?
  • How long is it likely to take to dispatch assistance to the isolated worker’s location?
  • Does the worker know what actions to take if he or she is in a potentially hazardous situation? If the telephones are inoperable? If electrical or other infrastructure systems fail?

Your call centre partner can work with you to develop and implement solutions to
address the needs of the work-alone worker, regardless of what industry you are in or what crises your
workers are most likely to face. You’ll want to analyze the appropriateness of such things as:

24/7 Alarm
Monitoring

Regular Check-in via SMS
or Phone Call

Recording of Live Calls
for Safety Auditing

Dedicated Check-in Number
with No Hold Times

Updated Secret Trigger Words for
Private Alert of Distress

Immediate Escalation Versus
Attempts to Call Back

Check-Ins

As part of a work-alone strategy or simply as a means of handling payroll and access issues, having a fully-monitored
check-in line is a smart idea for any company that has workers who need to be tracked.
Many call centres offer a range of check-in methods. These may include:
  • Live-Answer Calls
  • Automated Answer Calls
  • Satellite Devices Email
  • Voicemail
  • SMS / Text
  • Outbound Scheduled Calls
  • Outbound Random Checking

The bottom line is that a call centre can help you in a variety of ways, especially when it comes to meeting the requirements of Occupational Health and Safety legislation for emergency preparedness and work-alone environments. Whether you are responding to a recent issue by upgrading procedures that didn’t work or preparing for inspections and safety checkups by implementing new policies, it is smart to investigate the help to be had from a call centre.

Ready to learn more about how our call centre solutions can help you manage your HR responsibilities more seamlessly? Contact us today!

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