4G Companion Guidance

Alarm Response Process
Our Operators utilise the first 60 seconds of the audio to carry out their dynamic risk assessments and this allows them to verify the Alarm as either False, Inconclusive or Genuine.

If our Operators believe the Alarm to be False due to key indicators like laughing and joking, or the user states it is a False Alarm, they will attempt to contact the user via the 2-way audio.
If the verification is either Inconclusive or Genuine the operators will remain silent and continue to monitor the situation. At this point, the Operator may reach out to an Escalation for some contextual information on the situation or location. If the Emergency services are required our operators will contact them directly.

	Yellow Alert A 20 second voice message to share more information on an upcoming situation. The device’s built-in GPS activates during an alert to locate the user. However, factors like location, surroundings, and weather can affect GPS accuracy. This is why the Yellow Alert feature is essential: it allows users to provide exact location details, context, or other relevant information that helps operators verify alarms and contact Emergency Services without delay. While GPS is accurate, it won’t provide specific details like unit numbers or building levels, making the Yellow Alert a critical tool for precise emergency response.
When to use it	Activate prior every visit or location that you will be working alone, even if you have visited there many times with no previous issue. -- You do not need to leave a Yellow Alert once you have finished at a specific location: these Yellow Alerts are not actively monitored and will only be used should we receive an activation.
How to activate it	1 - Press and hold the Up button 2 - Press the Power button to scroll down once until 'Voice Record' 3 - Press the main front button to select the 'Voice Record' option.
Once activated	Recording prompts will be played through the device to advise when the Yellow Alert should be left. Provide: Name Location Duration of visit (if known) Type of visit (if known) Any known risk Any other relevant information
To reset	Press the large button on the front of the device once. Normal screen icons will display and alert is now cancelled.

	Red Alert 1 or 2-way alert activated by the End User for their safety.
When to use it	Verbal or physical abuse has taken place or is being threatened in or around your location. Feeling unsafe whilst walking to or from a specific location. An argument has or is currently taking place with the risk of this escalating. A medical emergency for the device user or someone in their immediate location.
How to activate it	Press and hold the main button at the front of the device until it vibrates, you hear a beep and the screen displays "SOS".
Once activated	1 vibration every 10 seconds. The device is connected to the ARC and an operator is monitoring your situation and getting your GPS position if available. You can also make 2-way call through the device.
To reset	Press the large button on the front of the device once. Normal screen icons will display and alert is now cancelled.

	Man Down Detects a trip or fall.
When to use it	Medical incidents and emergencies.
How to activate it	Activates by itself when it monitors a trip or fall.
Once activated	Our operators immediately try to reach you via phone or the 2-way audio, depending on what your company has selected. -- The reason we will attempt to contact the device user immediately is because this alert indicates a likely medical emergency and there is less chance that the situation could become worse if we were to speak through the device using the 2-way audio.
To reset	Press the large button on the front of the device once. Normal screen icons will display and alert is now cancelled.

Useful Contact Numbers:
• SafeTCard Support: 07 4037 4800 - support@safetcard.com.au
Support form: https://app.smartsheet.com/b/form?EQBCT=47f18050e72f4c22881d3a2945d992b9
Please contact our support team if you have any queries regarding the functionality of your device or if you have any issues.

• Alarm Receiving Centre (ARC): 07 4037 4888
Valour Security will call from this number, please save it to your phone. The Alarm Receiving Centre should be contacted prior to any device testing or training to ensure our operators can prioritise any genuine alarms and place your devices into training mode.

SafeTCard 4G Companion Guidance