Informational

Disability Home Security Response Playbooks

Accessible security must have a response playbook. The person may be unable to move, speak loudly, reach the door or troubleshoot the app. Everyone involved should know who acts, how quickly, and what the backup path is.

Response plans

Responder roles

Role What they do What they should not assume
Primary responder Receives alerts, contacts the person, checks agreed context and coordinates next action. That someone else has already seen the alert.
Local responder Can attend the home if safe, appropriate and agreed. That entering alone is safe during an intrusion concern.
Support worker or provider May follow rostered support or incident escalation rules. That they can access footage or unlock doors without permission.
Emergency pathway Used for urgent medical, safety, fire, intrusion or welfare concerns. That cameras are enough to assess medical condition.

Playbook: panic button pressed

  1. Primary responder calls the person immediately using their preferred communication method.
  2. If there is no answer, check only agreed cameras or image verification if available.
  3. Contact the local responder, support worker or provider contact according to the plan.
  4. If medical distress, fire, intruder risk or uncertainty is serious, use the emergency pathway.
  5. After the event, record what happened and retest the button from the same position.

Playbook: unknown visitor or support-worker concern

  1. Use the intercom before opening or unlocking.
  2. Verify the visitor against the roster, appointment or agreed provider contact.
  3. Do not remotely unlock for an unexpected person simply because they say they are there to help.
  4. If the person feels pressured, use the panic path or call the nominated responder.

Playbook: person does not answer

  1. Use the person's preferred contact method: phone, text, intercom, AAC/contact method or support channel.
  2. Check whether a support worker is currently rostered on.
  3. Check agreed camera views only where there is a reason and consent.
  4. Escalate to the local responder or emergency pathway if unusual, urgent or combined with a missed routine.

Playbook: internet or power outage

  1. Do not assume the person is safe just because the app is quiet.
  2. Call the person or support contact.
  3. Check direct debit, provider notices, NBN/router status and local outage information.
  4. Use the manual response plan until the system is online again.
  5. After restoration, test panic alerts, intercom calls, camera remote view and playback.

Frequently asked questions

Who should receive alerts?

The person should lead where possible, with at least two nominated responders who understand the person's communication, access and support needs.

Should support workers receive alarm alerts?

Only if that matches the person's support arrangement and access rules. Do not add provider access casually.

What is the biggest response risk?

An alert with no owner. Every alert type should have a named first responder, backup responder and escalation path.

Further Reading
Guide Page Accessible Security Room-by-Room Layouts Guide Page SDA, SIL and Shared Disability Home Security Guide Guide Page Accessible Security Prerequisites and Handover Guide Page Disability Home Security Privacy and Support Worker Rules Australia

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