Securly On-Call Onboarding Guide

Updated:  Jan 23, 2025

Welcome to the Securly On-Call Onboarding Guide. On-Call provides your school or district with a team of highly trained student safety analysts who analyze your Aware alerts and notify you within five minutes or less during extreme risk situations. They are available 24/7, during school hours, or any time in between to assist when you need them.

This guide walks you through the onboarding process to set up and customize On-Call for your district.

Step 1: Add Global or District-Level Contacts

Purpose:

Global or district-level contacts serve as the primary recipients of notifications. These contacts can be configured to:

• Receive all notifications.

• Serve as backups when school contacts are unavailable.

• Act as after-hours contacts for the district.

Requirements:

• Minimum of Two Contacts: To enable On-Call, at least two contacts must be added.

• Reachable 24/7: Ensure at least one contact is always reachable, even during nights or weekends.

Customization:

Use the Notes Section for special instructions, such as:

• Contacts who only receive extreme or violence alerts.

• Contacts available only during specific hours or days.

Setup Instructions:

1. Navigate to the Case tab in your Securly dashboard.

2. Add contact information, including mobile numbers, email addresses, and roles.

3. Use the "Add Contact" button to add more than two contacts if needed.

Note: If your users have a phone number that needs an extension included, this can be done by clicking the button to add a note under the phone number of the contact

Clicking "Add Notes" will give you an open text box to insert the extension for this user

Step 2: Select Organizational Units (OUs) for On-Call Coverage

Purpose:

Determine which OUs will be covered by On-Call services. You can assign On-Call for Filter and/or Aware to specific OUs.

Instructions:

1. In the Cases tab, select the OUs you want to cover by checking the boxes on the left.

2. For districts with both Filter and Aware, customize coverage for each OU:

   • Click the product name (Filter or Aware) to enable or disable services.

3. Note: On-Call coverage is not automatically added to new OUs. After making structural changes on Google or another platform, return to the Cases tab to adjust OU coverage.

Step 3: Add School-Level Emergency Contacts

Purpose:

School-level emergency contacts provide additional coverage tailored to individual schools or OUs.

Setup Options:

• CSV Upload: Use the CSV upload feature to add contacts in bulk.

• Manual Addition: Add contacts manually, but only after the school structure has been set up via CSV.

CSV Upload Instructions:

1. Download the sample template from the dashboard.

2. Populate the template with:

   • School Name: Enter only once for each school.

   • Contact Information: Include details like names, emails, phone numbers, and any special notes (e.g., availability or alert preferences).

   • OU Groupings: Match OUs with their corresponding schools. List each OU in a separate row under the same school name.

3. Upload the completed CSV file to the dashboard.

4. Check for errors. Fix issues like typos or mismatched OU structures.

Step 4: Add the Student Directory

Purpose:

The student directory allows student names and additional details to appear in On-Call notifications, particularly for districts using student IDs as email addresses.

Setup Instructions:

1. Go to Manage CSV → Parent Contacts in the dashboard.

2. Download the student directory template (optional).

3. Populate the template with:

   • Student Name: Include the name to display in notifications.

   • Parent Contact Information: Useful for wellness checks by law enforcement if district contacts are unavailable.

   • Wild Card Fields: Use for additional details like counselor names or school identifiers. Do not modify the headers.

4. Upload the CSV file and check for errors.

Key Considerations

• Emergency Contacts: Ensure all contacts listed can be reached in emergencies. Avoid listing only office phone numbers.

• Wellness Checks: If district contacts are unavailable, On-Call may request wellness checks via law enforcement. Ensure all required information is complete for this purpose.

• Privacy: Student and parent contact details are only accessible to On-Call analysts when flagged activity is detected. Analysts never contact parents directly; communication is routed through law enforcement.

Thank you for using On-Call to ensure student safety. If you have additional questions, reach out to the Securly support team.