customer webportal guide

CUSTOMER WEBPORTAL GUIDE

July 2015GUARDIANMPS | V2

www.guardianmps.com

02 GuardianMPS, 1234 Wrights Lane, West Chester, PA 19380 T: (610) 205-2972 E: [email protected]


Getting the most from the GMPS customer web portal

This guide contains useful reference information that will assist you to effectively manage the GMPS customer web portal. There are four sections.

Section 1 Is an introduction to logging into, and naviating through the portal.

Section 2 Contains guidance if you are responding to an incident.

Section 3 Will provide you with support if you are required to keep the mobile worker and responder information up to date. If you are a person responsible for information updating, it is vital to remember to check the data held regularly as it can be critical when managing an incident.

Section 4 will show you how to access, generate and distribute a number of useful activity and quality reports for teams, supervisors and senior managers.

Table of Contents

Getting the most from the GMPS customer web portal ....................................................................2

1: Logging Into the GMPS customer portal..........................................................................................3

2: Responding to Incidents ......................................................................................................................4

2.1 Searching for Incident Details ...........................................................................................................4

2.2 Events Tab - Incident Information ...................................................................................................4

2.3 Live Incident Management ................................................................................................................5

2.3.1 Interpreting Incident Information ..................................................................................................5

2.3.2 GPS Information ................................................................................................................................6

2.3.4 User Information ............................................................................................................................... 7

3: Website Administration .........................................................................................................................8

3.1 Editing Groups .......................................................................................................................................8

3.2 Creating a Mobile Worker Profile ......................................................................................................9

3.3 Adding Responder Information to Protocol .................................................................................10

3.4 Updating Administrators ................................................................................................................... 11

4: Reports ..................................................................................................................................................13

4.1 Accessing Reports .............................................................................................................................13

4.2 Activity Summary...............................................................................................................................13

4.3 License Summary ..............................................................................................................................13

4.4 Quality Report: All Activities ...........................................................................................................13

4.5: Report: Final Points to Note ........................................................................................................14

www.guardianmps.com 03

1: Logging Into the GMPS customer portal

The Guardian MPS web address is

login.guardianmps.com

Your Username is your e mail address

Passwords must contain upper and lower case letters, and another character.

Typing an Incident Number in will take you straight to the alert details.

TimeZone can be changed to your local time

The Tree is built in the same structure as your organization.

A Department or Team is identified as the icon

A Mobile Worker record has the icon

The departments will also show in the middle of the screen.

On the welcome page you can:

Change your Password (Top right)

Access Help documents

Use the Tree to see your team, department or organization structure

Use the Search function to find a group, a person or an incident.

Review your latest search History

2: Responding to Incidents

2.1 Searching for Incident Details

2.2: Events Tab - Incident Information

The Events Tab contains information relating to Mobile Worker activities and incidents.

GPS Information: Click on a pin and click “map”. This will display location information.

ORANGE PIN with a G = GPS information is available.

GRAY PIN with a G = GPS fix attempt was tried however the phone did not provide enough information to get an accurate fix.

Further information is available in 2.3.2 GPS Information

To look at activity log details click view. A pop up box will appear detailing the start and end time of the activity along with the recorded activity log. Timeline

See next page

Type the incident number into the search bar OR

Use the Overview tab to find the active incident, and click on it.

In both cases you will be directed to the Mobile Worker Events Tab

NOTE: Search can also be used with name, phone number or group name.



2.3: Live Incident Management

2.3.1 Interpreting Incident Information

Closed If the activity listing is Green, the activity was logged off in the allocated time. If it is Amber the activity was closed on one of the GMPS overrun safety verification calls. Red denotes an incident. If the activity listing is Amber and linked, the activity resulted in an incident, whereupon there will be a corresponding Incident in Red.

Active An Open Incident, that has not been responded to. This may indicate a problem depending on when the alarm was raised.

An Open Activity. The Mobile Worker is on a logged visit and no action is needed. If it is Green the activity is within its allocated time. If it is Amber the activity is currently overrunning and the GMPS overrun call backs are in progress.


Alert / Activity Type

Details Events Tab display

Panic Alert during a logged Activity

The Mobile Worker has pressed their panic button. In this instance the activity details are “linked” The link symbol shows the Activity below contains linked spoken activity and location details. Click the “link” on the Incident to listen to the activity recording. Click LISTEN to hear audio recording of the incident.

Panic Alert with NO Activity logged

The Mobile Worker has pressed their panic button. As there is no” link” there is no Activity recording. Click LISTEN to hear audio recording of the incident. Check if GPS location information is available.

OverrunActivityIncident

The Mobile Worker has missed 2 automated safety verification calls. The Activity is closed and an I ncident created. There is no live audio available. Click the “link” button to listen to the Activity recording.

Overrun Activity - User Confirms Safety

If the activity listing is Amber the activity was closed on one of the overrun safety verification calls. There is no action required.

Activity Logged in & out in allocated time

The Activity listing is Green. It was logged off in the allocated time by the Mobile Worker. There is no action required.



2.3.2 GPS Information

2.3.3 LBS Information

= GPS information is available.

In this example the GPS fixes are between 7 and 8 O’clock

Click on the pin and click

This will display location information e.g. below.

Scroll in or use map controls to pan and zoom for more specific location information e.g. street name.

GPS is typically accurate inside 10 – 25 yards.

To return to Incident information click Timeline

LBS Stands for Location Based Services.

If enabled, you can press in the events tab.

ORANGE PIN with an L = LBS information is available. Click on the pin and click This will display location information.

The difference with LBS to GPS is that the location information could be a couple of miles away from the device. This is because LBS information in coming from the nearest phone mast as opposed to the mobile device.

It can be useful to identify the approximate area a person is in and can be used in conjunction with activity recordings, or home and office address details to aid decision making in emergency response situations.

send location request


2.3.4 User Information

The User tab contains useful Mobile Worker personal information:

• Phonenumber• HomeAddress• Alternativeorhomephone

number• Managerdetails• VehicleDetails

The User tab also contains the steps to be taken for:

• GenuineEmergencies• OverrunActivities/Suspected

False Alerts

There may also be further helpful information:

• Otherrespondercontacts• Aphotoorpersondescription

The Devices Tab shows you the type of phone or Mobile Worker device your colleague has.



3: Website Administration

3.1 Editing Groups

When you select Group the following sub options become available:

Allows you to changethe group name (illustration 2).

Removes the group. Ifthere are people in the group a warning message will appear.

Allows you to add a new subgroup. This mightbeadepartment/division under the main organization account.

Enter the MobileWorker’s name and telephone number.

Click send welcome text message option. This will send Mobile Workers their PIN in a text message (usually within a few seconds).

Sends a messageto all the members of a group. To be used on a “fair usage basis”.

Remember to save your changes by clicking the ok icon

edit

delete

add subgroup

add user

send sms


3.2 Creating a Mobile Worker Profile

To add a Mobile Worker Profile click “add user”. Input the details into the pop up box.

NB: Phone numbers must be in international format. For US and Canada, precede the area code with “1”.

TheSpecialNotes/AdditionalEscalation Information section is for the Central Station to manage any panic alerts, requests for emergency assistance or over-runs. This is CRITICAL information that mustbewritten/copiedin.For an example see 2.3.4 User Information

Click “NEXT” when complete



3.3 Adding Responder Information to Protocol

Once you click on the Mobile Worker Profile you will be presented with a screen to input your organization’s internal responders. These are the persons nominated, or assigned responsibility to verify the safety of a mobile worker in the event of a panic alert being raised or following an activity over-run.

NB: Only input into this box if you want the Mobile Worker to have different responders than those set for their group (Click ) if this is a new user go into the group PROTOCOL and follow thesesteps.

Thesystemrequiresyoutodecidewhetherornottohavedifferent“InHours”and“OutofHoursresponders. To have both simply tick the box to “Enable both protocol types” (see graphic below). An additional box will pop up allowing you to define times and days you want each protocol to apply on. Leave the box unchecked if you want the same people to respond at all times.

The ”Action” drop down important points:

• ChoosefromNoAction,CallOther,EmailandSMSoptions• TheremustbeatleastoneCallOther• EmailsandSMSaresentatthesametime• Thesystemwillcyclearoundthe“CallOther”respondersinsequenceupto10timeseach

This will be recorded and timestamped in the activity records.

The “Destination” Is the responder’s phone number or email address.The Description field should be populated with the responder’s full name. This clearly identifies the escalation calls made, and for reporting.

Click to save

next

ok

ok


3.4 Updating Administrators

The OperatorsTabisusedtoaddotherMobileWorkerAdministrators.ItisVITALthatthesearekeptup to date for company security and data protection. Anyone with access can close alerts and amend information. All changes are time stamped and recorded on the system for reporting and governance purposes.

Existing Operators with access: These are shown in the top section. These are the nominated administrators who have access to manage the group you have highlighted. They will also have access to related sub groups.

Existing Operators without access: These are the nominated administrators who have access to manage other groups but not the one selected. You can highlight their name and click the “Grant Access” button.

Their record will then move from this section to the top “Existing Operators with access”.

To create a new Administrator, use the “Create a new administrator for this group” section. Add the administrator’s name & email address. Choose between full access or read only. Click .A message will appear advising that a password has been emailed to the administrator.

Important Note: the email often is filtered as spam and goes to the junk mail folder.

Removing access: Email [email protected]

Create

GuardianMPS, 1234 Wrights Lane, West Chester, PA 19380 T: (610) 205-2972 E: [email protected]


When you select a User the view will change to the Mobile Worker’s stored information. It is essential this information is kept up to date and accurateasitisusedinemergency/missingperson situations.

Pressing the button will allow access to type data into the user fields.

When amendments have been made, click at the bottom of the page to save.

section is for the Central Station to manage the incident. This is critical information that must be written/copiedin.

Click to add a photo of the mobile worker from your computer. The picture appears under the Special Notes section.

Removes the Mobile Worker record. A warning message will appear. Confirm this to delete the record permanently.

Allows you to send an SMS to the Mobile Worker.

Allows you to print the record.

1. Click the Mobile Worker record you want tomove.

2. Right click the group you want to move themto.

3. Select “Import User” from the pop up box.4. Confirm the Mobile Worker to move.

NB: In some browsers you can drag and drop the person. Simply click, hold and drag to the new group.

3.4 Updating Administrators

edit

ok

update image

delete

print

send sms

There are a number of different reports available for Supervisors, Managers and Co-Ordinators.

Toaccessreports:Highlightthegroup,department or organization you would like a report about.

Click the Reports tab. Follow the onscreen prompts.


The License summary totals the number of licenses in use by Organization, Departments and sub groups.

In this example there are 2 licenses in the Organization. They are both in Team A in Department A.

The Activity Summary report shows all activity logging and panic alert information.

Normal: The Activity was logged on and off in the time allocated by the worker.

Cautions: The Activity overran, and the worker responded to one of the automated safety verification calls.

Escalated: The activity overran, the automated safety verification calls were missed, and a responder was notified.

Alarm: Panic Alerts raised. Shows all genuineandfalse/accidentalalarms.

To find out total activity logged, add up the normal, cautions and escalated alerts.

Use the button to transfer thedata to other formats such as excel or PDF.

4: Reports

4.1 Accessing Reports

4.2: Activity Summary

4.3: License Summary

export



The All Activities report is useful to monitor the quality of activity recordings quickly.

Simply click on the headphones icon next to the activity. A new window will open and the recording will play. Your computer will need speakers and the volume turned up to a suitable level to hear the audio.

This is a very important report to use to check the recordings contain clear, useful location and activity information.ThisplaysaVITALroleintracingamobileworkerwhohasraisedapanicalertorhasnotresponded to safety verification calls.

The reporting system will allow for reports to be generated between a date range by clicking the desired dates on the pop up calendars.

If a large date range or number of users is selected the report may take a few seconds to run.

The information contained within these reports will help to demonstrate that your organization is acutely aware of it’s mobile and vulnerable workers’ movements and whereabouts at all times. Such reports and details will undoubtedly prove useful in the event of an external audit or inquiry.

The audio playback is dependent on your computer’s audio playback facilities. If no output is heard or there is no corresponding response when clicking a listen or headphones icon you may need to check with your IS team to ensure playback of audio is enabled.

Reports will be exported to a download file which is saved to your computer drive. You need to ensure you have a suitable reader or application to open and view the files. Email the support team on [email protected] for a list of links to free viewers and compatible applications.

4.4 Quality Report: All Activities

4.5 Report: Final Points to Note

GuardianMPS, 1234 Wrights Lane, West Chester, PA 19380 T: (610) 205-2972 E: [email protected]

www.guardianmps.com

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