Turning your front line staff into your first line of defense
Mitigating the impact of foreseeable threats is a critical element of bolstering an organizations resiliency and hardening its defense against crisis-related liabilities. When a threat to an individual, the business or property is received, call-takers are prepared because they can instantly open TeleCrisis™ on their desktop to better manage the situation. TeleCrisis™ supports and guides any staff member handling a high-risk contact by helping them control and manage the situation, capture the right information and communicate by automatically notifying the right people to report the incident. The use of the TeleCrisis ™ model allows for a standardize approach to crisis call management as well as intra- and inter-call-taker consistence in handling high-risk contacts. TeleCrisis™ provides scripts and protocols developed by recognized crisis management experts to help the call-taker remain calm and focused. Those scripts direct call-takers through the process of capturing vital information that supports real-time evaluation of the event, possible security or law enforcement response and later incident reporting. As soon as the call-taker initiates the software, TeleCrisis™ instantly alerts supervisors and others to enhance situational awareness. This alert helps management understand if the event is isolated or not and enables them to provide real-time assistance and coaching to the call-taker through the software’s chat and alert features.
The intuitive TeleCrisis ™ “Command Center” dashboard allows supervisors to monitor, administer and manage threat-related activity and supports post-incident reporting. TeleCrisis™ is pre-configured with twelve threat scenario response protocols, expert coaching and scripting and allows for customization of protocols and development of additional protocols to address an organization’s unique incidents.
TeleCrisis™ provides consistent delivery of protocols and specific action-steps for call-takers to follow during an incident or event. Having these scripts and reducing the number of things people need to remember, keeps them calm, focused, and engaged during even the most stressful incident.
The user interface provides an incoming Alert Area for system-wide user notifications to keep the person handling the event informed. A Chat Area provides for two-way private communication to get real-time information and support to the person handling the event.
TeleCrisis™ provides structured data collection script as part of the protocol. These scripts direct the responder to begin capturing the right information to enhance event evaluation, drive appropriate response and facilitate post incident review to support recovery and/or meet reporting requirements.
The product includes a training mode that enables individuals to review and practice scenarios to ensure they understand how the product works, how it helps them and how they get support during the event.
The following list of protocols is delivered with the product:
- Irate caller
- Abusive Caller
- Suicide Threat
- Violence Threat To Enlarge Click Here
- Written Threat
- Stress Management
- Bomb Threat
- Chem/Bio Threat
- Red/Nuclear Threat
- eMailed Threat
- Medical Emergency
- Public Health Emergency
These scripts are selected or developed by our team of experienced behavioral scientists and based on years of experience developing and responding to similar situations. The TeleCrisis™ incorporates an evidence-informed perspective of the dynamics of both the caller and the call-taker during crisis contacts. As soon as the call-taker initiates the software, TeleCrisis™ instantly alerts others of the event. This alert helps management understand the event is in progress and see if the event is isolated or part of a pattern. The expert driven rules enable the management team see when event thresholds have been met so that events can be escalated when appropriate. Triggers and alerts are built into the protocols that come with the product so that when a threat arrives from a person that, as an example, has acknowledged that they have been treated for a mental disorder and are currently non-compliant with medications and treatment, and who may be abusing alcohol or other substances, a higher alert is triggered because statistically they are 5-times more likely to commit a violent act.
TeleCrisis™ allows you to create customized protocols, action-steps, data collection scripts and event triggers. This allows you to develop new protocols or adjust existing protocols to meet your organization’s specific needs and/or regulatory requirements. During development or enhancement of a protocol, the protocol and all of its elements are managed in an off-line mode. The protocol is not enabled until an authorized user approves it for deployment to the staff. The product’s training mode offers an excellent way to validate and educate staff about the new protocol – or changes to an existing protocol – before enabling it. Our experts are available to provide consulting and assistance in the development or customization of protocols.
The product features an intuitive dashboard for monitoring, administration and management as well as support for post-incident reporting (including government standard forms). The TeleCrisis™ Dashboard provides the power of real-time rules-driven capabilities that can be integrated with existing applications to track and automatically react to the event as it happens. In real-time, it graphically summarizes active incidents on a chart as events are happening and provides the ability to drill-down into the incident data to coach the responder and assess the threat. Integration with other applications allows you to view data from multiple sources in a single integrated chart. The dashboard also allows you to define events that trigger automatic alerts, emails, and create a work-item when, for example, events happen together or within a specified period of time or a specific geography. Identifying correlated events and conditions provide the ultimate in awareness – calling attention to and automatically taking action on high-probability threats.
Following an incident, the data captured during the call is automatically available in one of three incident tracking forms. The three types of incident tracking forms are: customer, employee or facility. Each of the twelve protocols is mapped to one of the tracking forms. Users may complete the tracking form and route for review. Each user has an inbox that enables them to access and open incident forms sent to them. Standard reports are available to support general management review and evaluation of incidents.
Following the response to a threat, the degree and duration of the recovery will depend on an organizations informed and consistent handling of the threat. If an organization has done this well, business disruption, revenue loss and damage to an organization’s image/brand can be limited or prevented. Contact us for more information about how TeleCrisis™ can help your organization or arrange for a demonstration, click here to go to our Contact Page, email us at info@XBRM.com or call us at 212.366.8200
Click here to view a PDF of our: TeleCrisis™ brochure