01
Your safety contact
Set your centre's safety contact email on Your centre (/admin/centre). Safety alerts for your centre go there. If none is set, your admins are alerted instead.
Out of the box, a high concern is due within an hour and a critical one sooner. Settings for a backup contact and your own response target are being switched on for centres; until they are, those defaults apply.
02
Reporting
Every member of staff has Report incident in the header of every screen. Parents report a concern from the Safety page in their portal, and children can report from theirs.
A concern about a child's safety, or about a member of staff, is treated as high and alerts your safety contact straight away. Every report lands on your centre's moderation queue with the time it is due.
03
Working the queue
Admins and compliance staff work the Moderation queue (/admin/moderation), where each item opens to its incident page.
A watchdog runs every hour. An open high or critical item that has not been dealt with alerts your safety contacts, and it keeps trying until an alert is actually delivered.
04
What a family is told, and who decides
Your centre's safety lead decides, every time, what a family is told. Nothing is emailed to a family automatically.
To tell a family, an admin or compliance person shares the incident from its page with a message written for the family. The family sees only that message. A child's own reports are never shown to their parents.
If an AI conversation raises a high or critical flag, it is held back from the family until it is shared in the same way.
