# Participant Record Acknowledgement Escalation Notification

Source: https://docs.astalty.com.au/guide/notifications/participant-record-acknowledgement-escalation-notification

> Alert coordinators and office staff when a Support Worker still hasn't read a Participant's records before an upcoming shift.

Scheduling add-on - This feature requires the Scheduling add-on, which is available on Astalty Premium. See How to enable Scheduling.

## Overview

The **Participant Record Acknowledgement Escalation Notification** alerts the people responsible for a Participant when a Support Worker still has outstanding records to read before an upcoming shift. It is separate from the [Record Acknowledgement Notification](https://docs.astalty.com.au/guide/notifications/record-acknowledgement-notification), which reminds the Support Worker directly - the escalation instead notifies coordinators and office staff so they can follow up.

Each recipient only hears about Participants relevant to them: coordinators about the Participants assigned to them, site managers about shifts at their site, and chosen users and groups about the Participants they can see. Only active office and admin users receive it. Support Workers never do, even if they belong to a selected group.

Each recipient gets one digest per alert, titled **Outstanding participant records**. When the
in-app digest covers one Support Worker, it names them. If the recipient can open that worker's
Acknowledgements tab, **View acknowledgements** goes straight there; otherwise it shows **View
schedule**. A digest covering several workers gives the worker count and links to the schedule. The
email subject is **Outstanding participant records before upcoming shifts**.

> **Availability**
>
> This notification is available to providers using **Participant Record Acknowledgement**. Nothing is sent until an Admin creates a notification on the **Notifications** page. Only Admins can manage these notifications. This can't be changed per user.

## Setting Up the Notification

- Go to [Notifications](https://app.astalty.com.au/notifications) from the left-hand menu and find the **Scheduling** group.
- Select [Participant Record Acknowledgement Escalation](https://app.astalty.com.au/notifications/participant-record-escalation).

![The Participant Record Acknowledgement Escalation Notifications page listing two notifications delivered within Astalty and by email, one every Monday at 8am for shifts in the next 2 weeks and one 12 hours before a shift, each to the Primary Coordinator, Service Coordinator, the Manager group and one user.](https://docs.astalty.com.au/assets/participant-record-acknowledgement-escalation-list.png)

- Click **Create Notification** and configure the options below.

![The Create Acknowledgement Escalation Notification drawer with the Trigger list open, showing On a fixed schedule and A set time before each shift, above Day of week set to Monday, Time set to 8:00 AM, Period set to 2 and Unit set to Weeks.](https://docs.astalty.com.au/assets/participant-record-acknowledgement-escalation-create.png)

### Choose when the alert is sent

Under **When should office staff be alerted?**, choose one of two options for **Trigger**:

- **On a fixed schedule** - the alert is sent once a week on the **Day of week** and on-the-hour **Time** you choose, in your organisation's timezone. Under **How far ahead should it look for shifts?**, set a **Period** and **Unit** (**Hours**, **Days** or **Weeks**): recipients are alerted about outstanding records for shifts starting within that window. The default is Monday at 8am, looking 2 weeks ahead.
- **A set time before each shift** - the alert is sent a set **Lead time** before each shift starts, as a number and **Unit** (**Hours**, **Days** or **Weeks**), for any records still outstanding at that point. The default is 12 hours. Astalty checks every hour, so the alert goes out in the hour the lead time is reached.

### Choose who is alerted

Under **Who should be alerted?**, select any combination of:

- **Primary Coordinator** and/or **Service Coordinator** - the coordinators assigned to each Participant. Both are ticked by default.
- **Site Manager** - the manager of the site each outstanding shift is at. Not ticked by default.
- **User Groups** - the office and admin users in the selected groups, each alerted about the Participants they can see. The **All Users** and **Support Worker** groups aren't offered.
- **Users** - specific individual staff members. Support Workers aren't offered.

You must select at least one recipient.

![The Who should be alerted? section with Primary Coordinator and Service Coordinator ticked, and Site Manager unticked with a note that it is only sent for shifts at a site that has a site manager.](https://docs.astalty.com.au/assets/participant-record-acknowledgement-escalation-site-manager-guide.png)

> **Site managers are scoped to their own site's shifts**
>
> The site comes from the shift with the unread record, not the Participant's assigned site - a Participant with shifts at several sites can alert each of those sites' managers, each seeing only the shifts at their own site. A shift with no site, or a site with no manager assigned, adds no recipient; deactivated or non-office managers are skipped too. A site manager still only sees records for Participants they can otherwise see, and a user who is both a coordinator and a site manager for the same alert gets one merged notification.

> **Selecting the Team Member group**
>
> The **Team Member** user group covers users with the Team Member role only - Admins and Managers are **not** included. Select the **Admin** and **Manager** groups as well to reach them.

### Choose the delivery method

Under **Notification methods**, choose to deliver the alert **Within Astalty**, via **Email**, or both. Both are ticked by default. This notification is never sent as a push notification.

Click **Add Notification** to save.

## Managing Notifications

Configured notifications are listed with a plain-English summary of the schedule under **When**, plus **Delivery** and **Recipients**. For example: *"Alerts sent every Monday at 8am for participant records still to be read before shifts in the next 2 weeks"* or *"Alerts sent 12 hours before a shift for participant records still to be read"*.

To edit or remove a notification, use the three-dot menu on its row and select **Edit** or **Delete**.