Responding to an emergency

When a resident triggers an SOS — by button, voice, shake, or auto-crash detection — the on-duty guard for that neighborhood gets a high-priority push that bypasses Do Not Disturb and shows on the lock screen. The full alert opens when you tap.

9:41 HAEVEN X ● ● ●

Guard Alert Card

Guard emergency alert card showing resident name, address, type, and three action buttons

The alert card

You see, in this order:

• The resident's name and (if family is enabled) the family master's name as secondary contact.
• The address corresponding to the GPS, plus the GPS itself (in case the address is approximate).
• A Type tag if known: SOS, Crash, Family escalated, Voice triggered.
• A timestamp and the time elapsed since the alert fired.
• Three big buttons: Acknowledge, Decline (transfer), Call resident.

The four statuses

Once you tap Acknowledge, the alert moves through four explicit states. Update the state from the alert detail screen as you progress:

1. Acknowledged: you're on it. The resident sees "Patrol acknowledged your alert" so they know help is actually coming.
2. En route: you've left for the address. The map shows your live position to the resident and to dispatch.
3. On scene: you've arrived. Stops the clock on the response-time SLA.
4. Resolved: incident handled. Add a one-line summary; this becomes part of the incident record.

Response-time SLA

HaevenX targets under 5 minutes from Acknowledged to On scene for any SOS within your assigned zone. Times are logged automatically and rolled up in your monthly stats — the admin sees them, the resident does not.

If you can't take it

Tap Decline (transfer). The alert immediately re-broadcasts to the next on-duty guard in your zone (if any) or to the regional dispatch fallback. Don't ignore an alert hoping it goes away — the system escalates after 60 seconds of no acknowledgment regardless, and unacknowledged alerts count against your duty record.

Crash-detected alerts are special

When the alert is auto-triggered by crash detection, the resident may be unable to confirm it themselves. Treat it as a real emergency until proven otherwise:

• Call the resident first. If no answer in two rings, also call the family master listed on the alert.
• Drive to the GPS coordinates. The location is accurate to within ~10 meters.
• If you find no one there or no incident, mark the alert Resolved — no contact with notes. Dispatch reviews these to tune the crash-detection thresholds.