The Paragon Interactive Voice Response (IVR) system is an automated system designed to track the health and safety of employees who work alone. The IVR system is designed to be used only when employed by Paragon.

As an employee of Paragon, you may be assigned to a shift with IVR requirements. If you are, your scheduler will notify you.

We are working to include additional information in our Employee Portal.

The purpose of the call is to make sure our employees are safe in their work environment. To do so, we ask them to make these calls when on duty at specific times throughout their shift.

If an employee does not make a scheduled call into the IVR system, an automatic call is made to the designated workplace telephone number. If the automated call is not actioned; a text message is automatically made to the employee’s personal number.

If two consecutive attempts go unanswered, our Dispatch Department is notified, whereby a live agent will commence the emergency protocols in place to contact the employee up to and including dispatching a mobile supervisor to their workplace.

If you are required to make a IVR call from a workplace and the workplace does not have a phone line, you can continue by using your personal mobile device.

When an IVR call is made:

1. If the call is generated from the workplace phone number, the system will match the caller ID with an active shift and accept the call right away. Upon receiving a success message, the employee can hang up. No further action is required.
2. If the caller ID is not matched to an active shift, the system will ask the caller to punch in their security license number, ending by pressing the “#” key. If the license number is correct and is matched to an active shift, the call will be successful, and the employee can hang up. NO further action is required.
3. If no match is found, a warning message will be played, and the employee needs to try again.

If an employee misses a required IVR call, the Paragon IVR system will make an automatic call to the workplace phone number. Upon answering the automated call, the employee should follow the prompts provided during the call.

If there is no answer or the employee does not follow the prompts correctly, then a text message is generated and sent to the employee’s mobile number. Upon receipt of the automated text message, action on the part of the employee is required to prevent additional escalation. The employee will be asked to respond by inserting a Security Guard License number OR a single digit confirming that the employee is safe. Employees are asked to pay attention to the content of the text message and respond accordingly.

If an employee misses a required IVR call, the Paragon IVR system will make an automatic call to the workplace phone number. Upon answering the automated call, the employee should follow the prompts provided during the call.

If there is no answer or the employee does not follow the prompts correctly, then a text message is generated and sent to the employee’s mobile number. Upon receipt of the automated text message, action on the part of the employee is required to prevent additional escalation. The employee will be asked to respond by inserting a Security Guard License number OR a single digit confirming that the employee is safe. Employees are asked to pay attention to the content of the text message and respond accordingly.

There are three distinct types of IVR calls. Each shift may have a combination of each or none. They are:

• Book On: If your shift is marked with Book On, it means that you are required to make your IVR call when you start the shift. A call may be placed up to 15 minutes before a shift start and up to 30 minutes after the shift start.
• Hourly Call: If your shift is marked with Hourly Call, it means that you are required to make hourly check-in calls until the shift ends. When you make the first hourly call, the IVR system will respond with the expected time windows you are required to make the remaining calls.
• Book Off: If your shift is marked with Book Off, it means that you are required to make a call when the shift ends. You can make a book off call up to 30 minutes after the shift ends.