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Incidents

AngelTrack's Incident system allows problems and unusual events to be permanently recorded, and then tracked until fully resolved. All employees should be trained to freely use the system to keep a record of accidents, arguments, criticisms from patients, equipment breakage, rules violations, attitude problems, anything that should be recorded and/or should be reviewed by a supervisor.

All employees always have access to the incident system, at all times, from any location.


Access Levels

Every employee always has the authority to:

Every Lieutenant, Captain, and every member of HR also has the power to:

Every Captain and every member of HR also has the power to:

Every Salesperson has the authority to:


Ongoing Monitoring

Captains and members of HR should be trained in their responsibility to monitor the incident system on a daily basis. At the top of all office-side (white) pages is a link that leads to the incident system. The flag turns red when there are unassigned incidents waiting in triage. It is the responsibility of Captains and HR to promptly triage new incidents to the relevant employees, and also to monitor the full list of open incidents to see if any are languishing.

Captains and members of HR can view the full list of incidents by unchecking the ☑ Hide incidents assigned to other people checkbox offered at the top of the Incidents page.

There is also a report named Incident Ages Report, available on the HR home page, that graphically shows how long all open incidents have been open, and how long each open incident has been idle (i.e. not modified).


Whoops


Using Incidents for Disciplinary Writeups

The incident system is ideally suited for performing disciplinary writeups. The ☑ Request a signature from the employee field is used for this purpose. If an employee is blamed for an incident, then Lieutenants, Captains, and members of HR can check this box in order to request an electronic signature from the blamed employee.

To learn more about the process of turning incidents into writeups, read the Writeups guide.


Attaching Evidence

You can attach an unlimited number of electronic documents to an incident record. These could include:

The attachments will remain with the incident forever, in case you ever need to refer back to them. You never know which incident will ultimately end up in court, so protect your future self by attaching all relevant documentation.

Keep in mind, all attached documents can be viewed and deleted by the employee to whom the incident is assigned. They can also be viewed, but not deleted, by the blamed employee if asked to electronically sign the incident as a disciplinary writeup.


☑ Lock out Captains and HR

Each incident has a checkbox labelled "Lock out Captains and HR". When checked, this prevents Supervisors and members of HR from viewing, modifying, or reassigning an Incident that is assigned to someone else. Only the assignee can see all of the Incident's information. Use this option when submitting sensitive information, or when submitting a complaint about a Supervisor or member of HR.


☑ Always readable by the submitter

If you wish to allow the submitter of an incident to be able to read it at any time, even when the incident is assigned to someone else, or closed, then check the ☑ Always readable by the submitter box. The submitter can then monitor the incident as it works its way towards resolution.

Only Lieutenants, Captains, and members of HR can check that box, as it could expose confidential information above the submitter's pay grade.


Facility Service Requests

The incident system is used to store and track any service requests coming in from facilities, such as:

To record such a request in the incident system, set the "Cause" field to "Facility request for service". Once that's done, all Salespeople at the company will be able to read and modify the incident as necessary. Salespeople will also receive a red warning indication -- on the Sales Home page -- that the facility has an outstanding request.

To learn more about service requests, read the Facility Service Requests guide.


Reminders

Whenever an employee has open incidents assigned, AngelTrack presents a noticeable red reminder in both the Crew Member Home page and the office-side (white) web pages. No one can say that they were unaware that open incidents awaited them.

Email notifications

If an employee has input their email address into AngelTrack, and then ticked the ☑ Assigned to or removed from an incident messaging options checkbox, then AngelTrack will send them a notification email when:

These reminder messages can be sent as text messages instead of emails. To learn more about AngelTrack's messaging system, read the Messaging guide.


Blame and Statistics

Incident blame share report Each incident has fields for assigning blame, if any. Blame can be placed on employees, supervisors, vehicles, facilities, patients, and affiliates. Third-parties at fault can also be recorded. Every employee's records in AngelTrack lists all those incidents for which the employee was so blamed... and each employee's personal statistics chart (in their Employee Settings page) mentions the number of incidents for which they have been blamed.

Some relevant reports are available on the HR home page:



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