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Nov 2026: Lone Worker - Adding a secondary contact alerts

Add an extra layer of protection by escalating missed check-in alerts to a second contact when needed.

What it is and why it matters Lone Worker

Lone Worker settings now support both a primary and a secondary contact for missed check-in alerts.

Previously, relying on a single contact could create a single point of failure if that person was unavailable or did not see an alert. A secondary contact provides an additional escalation route, helping make sure missed check-ins receive appropriate attention.

Each contact can also be given a title, such as Line Manager, Security Office or Duty Manager, making their role in the escalation process clearer.

When to use this

Use a secondary contact when:

  • Lone workers operate outside normal working hours.
  • Staff carry out higher-risk activities alone.
  • The primary contact may not always be immediately available.
  • A staffed security or duty team can act as an escalation point.
  • Your organisation wants an additional safeguard for unanswered check-in alerts.

 

How it works

  • Open the Lone Worker settings.
  • Configure a primary contact and, where required, a secondary contact.
  • Add a title for each contact so their role is clear.
  • Set the number of missed check-in alerts that should go to the primary contact before the secondary contact is included.
  • Missed check-in alerts are sent by text message according to the configured escalation threshold.
  • Existing manager email alerts continue as before.

For example, if the escalation threshold is set to 2, the primary contact receives the first two missed check-in alerts. If the worker still has not checked in, later alerts are also sent to the secondary contact.

    Best practice tips

    • Choose a secondary contact who is likely to be available when the primary contact is not.
    • Consider using a staffed security office or duty team where appropriate.
    • For higher-risk lone-working activities, consider a low escalation threshold such as one or two missed alerts.
    • Check that both contact mobile numbers are accurate before relying on the escalation process.
    • Review your Lone Worker contact details regularly when responsibilities or staffing arrangements change.