1
Trigger: how an emergency is raised
An emergency starts when someone raises an alert through one of four paths. Every path creates an alert with severity Critical.
- Member Safety screen — tap Emergency Alert, then Send Emergency. This sends a normal emergency alert and attempts to include the member’s foreground GPS coordinates; a location failure or permission denial does not prevent the alert from sending.
- Member Security / Alerts screen — press and hold Hold to Alert for exactly 1,400 ms. Releasing early cancels the hold and sends nothing. This raises a silent alert so the member’s phone does not draw attention.
- Gate Ops duress PIN — entering the duress PIN unlocks the app while covertly creating a duress emergency. The incident description is recorded as “Guard duress PIN entered — covert response required”, and the reporting guard is excluded from the notification recipients so their own phone is not alerted.
- Estate admin manual alert — from the emergency page, Raise manual alert then Raise manual emergency. You provide the subject or resident name, the unit or location, and a description up to 500 characters, then Dispatch alert. The confirmation reads “Emergency alert created and dispatched to staff.”
2
Alert and notification: who gets told
Rekkeh immediately requests in-app and push delivery with critical priority to the active roles Estate Manager, Platform Admin, Guard, and Security. The notification text depends on how the alert was raised:
- Normal or silent alert — the reporter’s name and unit, followed by “needs immediate assistance”.
- Manual alert — the reporter’s name and unit, noting it was raised by the named actor (or “admin”).
- Duress alert — the guard’s name and gate or unit, warning they “may be under duress — respond covertly”.
3
Acknowledgement: confirming eyes on the alert
Acknowledge is the first responder action. It confirms someone on the team has eyes on the alert and stops the SLA clock, so the countdown no longer applies.
4
Response: dispatch and arrival
Once acknowledged, the team works the alert to the scene. Dispatch / En route notifies the assigned responder immediately, and Mark arrived records that the responder reached the reported location. Each step moves the alert to its next status and is written to the timeline.
5
Resolution: closing the live response
Resolve closes the live emergency response. It requires confirmation: the dialog warns that resolving closes the live emergency response and should only be confirmed when the situation is under control, and offers the choices Resolve or Keep alert. Once resolved or cancelled, no further action buttons appear.
6
Audit trail: the records left behind
An emergency leaves three distinct records. They are separate surfaces, not one merged log:
- Emergency response timeline — the per-alert record of every action, who took it, and when, ordered oldest first. Events include Raised, Acknowledged, En route, Arrived, Resolved, Cancelled, Note added, SLA breached, and Escalated to supervisors.
- Incident audit tab — the facility audit rows tied to that incident, shown newest first.
- Facility Audit Log — the organization-scoped record of admin activity across the facility.
What’s next
- To work an alert through the response chain, see Respond to an emergency.
- For the two covert trigger paths, see Panic and duress.
- To compare the three security records, see Audit trail.
- For SLA and escalation settings, see Safety and emergency settings.