On the surface, it's pretty straightforward. Emergency phone is mounted in a parking lot, if someone needs it - they press a button and talk to the security staff inside. If they don't say anything, security checks out the area with cameras or sends a patrol to investigate.
But when you look more closely at emergency phones, you can soon get lost in a maze of confusing topics. They are expensive, difficult to install correctly (to ADA standards) and can be huge liabilities if they are not working.
Even though you'd probably be surprised how seldom emergency phones are used, they remain a constant fixture around schools, hospitals and large corporate campuses. I've taken a close look at statistics over the last few years, and it's amazing how many times people who need help walk or run past help phones and end up calling the police on their cell phone later.
Yet - just try suggesting that you remove the emergency phones - or deny a frightened staff member (or student's) request to add one to that dark corner of the parking lot and you're in for a fight. People like safety nets, but the amazing thing about emergency phones is that as safety nets will catch you when falling - you have no choice. You have a choice with the emergency phone, and most people choose not to use them. I think the reason people care so much about them is a combination of:
A: a lack of self awareness and general unfamiliarity with how they would respond to that kind of situation
B: the desire to make sure fellow staff members are safe and have a means to ask for help if they need it
Here are a few things to consider when it comes to emergency phones:
- Are you using them the same way, consistently across your property or just putting them where people say they need them?
- Are they ADA compliant? (not just the equipment, but the mounting - base - etc..)
- Who answers them? It should NOT be a staff operator or maintenance section. Instant communication with security or police is needed.
- It's also risky to have them answered at a remote central station unless a robust communication and response plan is developed.
- Who responds to them? How do they know which phone to respond to if the person can't or won't talk?
- How are they being tested and maintained?
- Are you training your people to use them if they need help?
