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Respond to Alerts 🛡️

Complete guide for security guards on how to acknowledge, manage, and close out emergency alerts.

Receiving an Alert​

You're Notified Immediately​

  1. Push notification arrives on your security device

    • Alert from resident with motives and description
    • Alert ID and unit number included
    • Notification shows resident's name

  2. Tap the notification to open the alert detail screen

    • Or navigate to Alerts → find the alert in the list

  3. Alert status is "Active" with red header

    • Red indicates urgent/unresolved
    • Motives and description are displayed
    • No events logged yet

Step 1: Acknowledge the Alert​

Why Acknowledge?​

Acknowledging tells the resident that:

  • ✅ You've received their alert
  • ✅ You are responding to the incident
  • ✅ They are not alone — help is coming

How to Acknowledge​

  1. Scroll down on the alert detail screen

  2. Look for the Acknowledge button (usually a slide-up panel for security only)

    • Button says "Acknowledge" or "Confirm Receipt"
    • This button only appears for security guards on Active alerts

  3. Tap "Acknowledge"

    • A confirmation dialog appears: "Acknowledge this alert and begin response?"
    • Tap Confirm

  4. Status changes to "Acknowledged"

    • Alert header color may change (still red, but marked as handled)
    • Events section becomes available
    • Timeline appears below
info

Timing: Acknowledge as quickly as possible. Fast response times reduce resident panic and show the system is working.

Step 2: Log Incident Events​

Why Log Events?​

Events create a permanent timeline record of everything that happens during the incident:

  • Proves you were there and responded
  • Helps with police reports if needed
  • Shows exactly when each action occurred
  • Provides legal documentation

Available Events to Log​

When the alert is Acknowledged, you can add events. Tap the plus (+) button in the Events section:

EventMeaning
Resident ContactedYou called/messaged the resident
Security Arrived at UnitYou physically arrived at the scene
Police ContactedYou called police or emergency services
Situation Under ControlThe incident has been stabilized/resolved

How to Add an Event​

  1. Tap the + button next to "Events" (only visible when Acknowledged)

  2. AddEventModal pops up with quick-action buttons

  3. Select the event you want to log:

    • Tap "Resident Contacted"
    • Tap "Security Arrived at Unit"
    • Tap "Police Contacted"
    • Tap "Situation Under Control"

  4. Event is logged immediately

    • Timestamp is recorded automatically
    • Event appears in the timeline
    • Can add multiple events

Example Timeline:

14:30 - Alert Created (resident)
14:31 - Security Acknowledged Alert
14:32 - Resident Contacted (you called resident)
14:35 - Security Arrived at Unit (you're there)
14:38 - Police Contacted (called 911)
14:50 - Situation Under Control (incident stabilized)

View Full Timeline​

  1. Tap "View All" or "See Timeline" in the events section
  2. Full chronological view opens showing all events with exact timestamps
  3. Review to ensure accuracy before submitting report

Emergency Actions During Incident​

Call the Resident​

While responding, you can call the resident directly:

  1. Look for the phone icon next to the resident's name
  2. Tap it → calls the resident's phone number
  3. Coordinate arrival, get more details, provide reassurance

Call 911​

At any point during an Active or Acknowledged alert:

  1. Tap the "Call 911" button in the alert header
  2. Launches phone dialer with 911 pre-filled
  3. Confirm to dial
warning

Important: You can call 911 anytime. Don't wait if the situation is life-threatening.

Step 3: Submit Security Report​

When to Submit​

Submit a report when:

  • ✅ You've assessed the situation fully
  • ✅ The incident is stabilized or resolved
  • ✅ You've logged all relevant events
  • ✅ You're ready to close the incident (from security's side)

How to Submit​

  1. Look for "Submit Report" button (visible when status is Acknowledged)

    • Large red/highlighted button
    • Only appears for security guards

  2. Tap "Submit Report"

    • 3-step wizard modal opens (AlertSubmitReportModal)

Report Submission Wizard​

Step 1: Select Resolution Status​

Choose one:

  • Resolved (green indicator) — Incident was real and has been handled
  • False Alarm (orange indicator) — Alert was a false alarm or misunderstanding

This status is critical:

  • Shows the resident the outcome
  • Becomes part of the permanent record
  • Affects how incidents are categorized
  • Resolved: You found the suspicious person and they've left
  • False Alarm: Resident misunderstood a maintenance worker as an intruder

Tap "Continue" → move to Step 2

Step 2: Review Events​

  1. Event timeline is displayed (read-only view)

  2. Verify the events are accurate:

    • Are all actions you took listed?
    • Are timestamps correct?
    • Is anything missing?

  3. If events are wrong:

    • Tap "Back" to add/fix events before resubmitting

  4. If events are correct:

    • Tap "Continue" → move to Step 3

Step 3: Final Review & Submit​

  1. Summary screen displays:

    • Resolution status card (green for Resolved, orange for False Alarm)
    • Alert summary: date, time, unit, resident name, motives
    • Complete event timeline
    • Description (if resident provided one)

  2. Review everything one final time:

    • Is the resolution status correct?
    • Do the events reflect what happened?
    • Is this ready to send to the resident?

  3. Tap "Submit Report"

    • Confirmation dialog: "Submit this security report?"
    • Tap Confirm

  4. Report is submitted

    • Status changes to "Report Submitted" (yellow header)
    • Resident is notified via push notification
    • Resident must now verify/review your report
warning

Important: Once submitted, the report cannot be edited. Double-check everything before submitting.

After Submitting Report​

Alert Status Changes​

  • Status: Report Submitted (yellow header)
  • Resident action required: They must verify the report
  • Your role: Wait for resident verification
  • Timeline shows: "Security Report Submitted" event added automatically

Resident Will Verify​

  1. Resident receives push notification
  2. Opens the alert
  3. Reviews your entire report
  4. Verifies (confirms they accept your report)
  5. Alert becomes Resolved (green header)

Best Practices​

✅ Do:

  • Acknowledge quickly — shows you're responding
  • Log events in real-time as they happen
  • Be thorough in your response
  • Document everything accurately
  • Communicate with the resident when possible
  • Be honest about false alarms (they happen)
  • Call 911 if there's any danger to life

❌ Don't:

  • Delay acknowledging alerts
  • Skip logging events
  • Forget to document your actions
  • Make up events that didn't happen
  • Be dismissive of resident concerns
  • Ignore safety — prioritize life safety over documentation

Troubleshooting​

"I can't see the Acknowledge button"​

  • The alert might already be acknowledged by someone else
  • Refresh the screen (pull to refresh)
  • Check the alert status at the top

"I tried to add an event but it didn't appear"​

  • Check your internet connection
  • Refresh the timeline
  • Try adding the event again
  • Contact support if it persists

"I submitted the report but the resident hasn't verified"​

  • Residents have time to review before verifying
  • They might not see the notification
  • Check your report is actually submitted (status shows "Report Submitted")

"I made a mistake in my report"​

  • Once submitted, you cannot edit it
  • If it's critical, contact your supervisor or support
  • Be more careful next time

Next Steps​