What Happens if They Don't Answer? Understanding the Escalation Process

A check-in service is only as good as its response when a check-in is missed. We believe in 100% transparency. Here is a clear, step-by-step breakdown of our escalation process.

You've decided to set up a daily check-in call for your parent. You understand how it works for them: the phone rings, they press 1, and everyone's day goes on. But the most important question for your peace of mind is: what happens during that rare but critical time when they *don't* answer?

A missed check-in can happen for many reasons. They might be in the shower, have stepped out to get the mail, or are on another call. Or, it could be something more serious. Our escalation process is designed to be reliable and methodical, giving you the information you need to respond appropriately without causing unnecessary panic.

The Foundation: Your "Care Circle" Alert List

During setup, you create an ordered list of contacts to be alerted. This is your Care Circle. It typically starts with you (the primary contact), followed by a sibling, another relative, or a trusted neighbor who lives close by. The order of this list determines the order of our alerts.

The Escalation Pathway: A Step-by-Step Guide

Let's say a daily call is scheduled for 9:00 AM and it goes unanswered. Here is what happens next:

1. Initial Call Attempt: At 9:00 AM, our system calls your parent's number. If there is no answer after a set number of rings, or if they answer but do not press "1", the call is flagged as "unconfirmed."
2. A Brief Waiting Period & Retry: We know people can be temporarily busy. After a short, predefined interval (e.g., 15 minutes), our system will automatically try calling your parent one more time. This second attempt resolves the vast majority of "false alarms."
3. Initiating the Alert Cascade: If the second call is also unconfirmed, the escalation process begins immediately.
   • Alert #1 (Primary Contact): You, as the primary contact, will receive an automated phone call and/or a text message stating that your parent's check-in was missed. The message is clear and direct, for example: "This is an alert from Lighthouse Call. Your parent, Jane Doe, did not complete her 9:00 AM check-in."
   • Waiting for Action: The system now waits for a response from you. Your job is to try and make direct contact with your parent.
4. Escalating to the Next Contact: If a set amount of time passes and the alert to you has not been resolved (you haven't acknowledged the alert or "cleared" it in your account), the system automatically moves to the next person in your Care Circle.
   • Alert #2 (Secondary Contact): Your sibling or the second person on the list will now receive the same automated alert via phone and/or text message.
   • This process continues down the list until someone takes ownership of the alert.
5. Local Check-in: The final person on a well-structured list should ideally be a neighbor or someone who can perform a safe, in-person wellness check if nobody has been able to make contact by phone.

By clearly defining and automating this process, we eliminate the guesswork and anxiety. You don't have to wonder if you should call your sibling or bother the neighbor. The system ensures everyone is notified in the right order, at the right time, allowing your family to work as a team to ensure your parent is safe.