Emergencies, missed check-ins, reporting and aftercare

A lone-working arrangement is only safe if the emergency plan works in practice. If someone becomes unwell, is injured, faces aggression, is locked in, misses a check-in, cannot be contacted or reports a faulty alarm, the response should follow a clear, pre-agreed procedure.

Emergency arrangements should cover

• How to raise help: phone, panic alarm, lone-worker device, radio or the agreed contact route.
• Who responds: manager, keyholder, neighbouring branch, security provider, emergency services or another named person.
• Missed check-ins: the action to take if the worker does not call, return or answer.
• First aid: where the kit is, who is trained and what to do if the worker is alone.
• Evidence: how to preserve records, CCTV, messages or incident details where safe and appropriate.
• Aftercare: debrief, welfare support, workplace adjustments, and review after frightening or repeated incidents.

Broken systems are safety risks. A panic alarm that does not work, an emergency number that is out of date, a missed check-in with no response, a rear door that will not lock or a pattern of late lone cover should be reported. Repeated near misses must not be accepted as normal.

After an incident, staff may need both practical support and a report. Verbal threats, intimidation, harassment, being trapped, sudden illness or a failed alarm can affect confidence and wellbeing even when there is no physical injury.

First aid, RIDDOR and review detail

The purpose of reporting is not blame. It is to make the next lone-working situation safer than the last one.