What happens when a lone worker raises an alarm?

At LONEALERT, our devices and our lone worker app are designed to keep workers safe by providing quick, reliable ways to raise an alarm—either manually or automatically.

But once that alarm is raised, what happens next? Here we talk you through the process step-by-step:

How are alarms raised on lone worker devices? 

Every LONEALERT lone worker device and app comes with an SOS button which can be pressed to raise an alarm instantly. However, we know not every situation allows someone to press a button. That’s why - depending on the device - alarms are automatically raised when:

• A fall is detected (by free fall or impact).

• No movement is detected after a set period.

• The device is tilted at a defined angle for too long.

• A lone worker does not respond to an end-of-timer alert.

• A lanyard is ripped from the device.

This flexibility ensures alarms are triggered in real-life scenarios where workers may be incapacitated or unable to call for help.

So what happens once an alarm is raised?

Once an alarm is activated, the response depends on how your organisation has set up its system:

• If your organisation has opted to use our ARC (Alarm Receiving Centre):
  A trained operator will immediately respond and attempt to speak with the lone worker via their device. If the worker confirms they are safe, the alarm is closed down. If there is no response, the operator begins following the organisation’s escalation path, contacting designated individuals and, if necessary, alerting the emergency services.

• If your organisation has opted to use your internal team:
  The system automatically contacts each person in the escalation path through phone calls, text messages, and emails. These alerts are sent via The OWL Portal. These contacts will then go to check on the lone worker or contact them to check they are safe. 

Here is a more detailed explanation of each response path: 

Internal Response (No ARC)

If an organisation chooses to handle alarms internally:

• The system automatically contacts managers or designated responders in the escalation path.

• Calls, texts, and emails are repeated until the chain is exhausted.

• Internal responders must log into the OWL Portal to view alarm details and locations.

• Once resolved, the incident must be closed in The OWL Portal.

This option gives full control to internal teams, though many organisations prefer ARC support for 24/7 peace of mind.

ARC Response

What is an ARC?

An Alarm Receiving Centre is a secure, 24/7 facility where trained operators manage alarms. At LONEALERT we have partnered with Fenix Monitoring, an award-winning NSI Gold-approved ARC. With average response times of just 5 seconds, they provide a fast, reliable response for lone workers.

What happens when an alarm reaches the ARC?

1. The operator is alerted and listens silently for signs of distress.

2. If they cannot hear anything they will then attempt two-way communication with the lone worker.

3. If it’s a false alarm, the worker confirms their PIN and the alarm is closed.

4. If there’s evidence of distress—or no response—they escalate by contacting emergency services and/or the escalation contacts in the lone workers escalation path.

Please note: The emergency services are only called if it can be verified (by either the ARC operator or someone at the lone workers' organisation) that there is a genuine emergency. 

This is because ARC operators must follow strict UK standards (BS 8484 & NPCC guidelines). Without verification, they can’t contact the emergency services. This ensures 999 lines remain protected, while still allowing urgent escalation if distress is confirmed

What is The OWL Portal and why is it needed when an alarm is raised? 

The OWL Portal is our central management hub for managing lone worker safety. It allows organisations to:

• Configure devices and alerts.

• Set up escalation paths tailored to their needs.

• View live locations of lone workers in real time.

• Monitor timers and alarms.

• Generate reports for audits, compliance, and safety reviews.

The OWL Portal plays a crucial role when an alarm is raised. It is where alarms are first directed to and then sent to the relevant response and escalation paths. When an alarm is raised managers are able to view all alarm details in The OWL Portal (including the location of the lone worker who has activated the alarm) and they can manage and close down these alarms when appropriate. 

Not only does The OWL Portal play a critical role at the time an alarm is raised, it is also useful afterwards too. This is because it stores all of the data related to alarms. This data can be used for health & safety reports, reviews and audits. 

What is an escalation path? 

An escalation path is simply a list of who to contact, and in what order, if an alarm is raised. With LONEALERT, these paths are flexible and completely customisable—you can assign different paths to teams, individuals, times of day, or even specific risks. And because workplace circumstances change, you can update your escalation path and/or contacts at any time (e.g. during holiday periods). 

A response you can rely on

When it comes to lone worker safety, every second matters. That’s why LONEALERT provides multiple ways to raise alarms and flexible options for managing responses. Whether you choose to rely on your internal team or the ARC, you can be confident that when an alarm is raised, the right steps will be taken to protect your people.

To find out more about how our lone worker solutions can support lone working in your organisation, book a call with one of our team.