Emergency Outreach
Summarize
Summary of Emergency Outreach
Emergency Outreach is a ServiceNow application designed to notify users about anticipated or ongoing emergency situations through multiple communication channels such as email, SMS, and mobile push messages. It supports user response collection and integrates with other ServiceNow Emergency Response Management and Safe Workplace suite applications to monitor and manage emergencies, including infectious disease outbreaks like COVID-19.
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This app enables organizations to manage the entire emergency lifecycle from outbreak notification to workplace reopening, facilitating communication with employees via surveys and health status verifications.
Key Features
- Multi-channel notifications: Send outreach messages via email, SMS, mobile push, and configurable channels.
- Integration with Safe Workplace suite apps: Supports Employee Readiness Surveys, Employee Health Screening, and Contact Tracing by sending targeted notifications and collecting user responses.
- Customizable surveys and notifications: Modify readiness surveys and health screening notifications to address specific organizational concerns and compliance requirements.
- Response tracking and management: Review acknowledgements of outreach notifications and resend to users who have not responded.
- Automated response actions: Use response scripts to take automatic actions based on survey answers, updating records across Emergency Response Management and Safe Workplace apps.
- Domain separation support: Fully supports domain separation for service provider use cases, enabling isolated data management within multi-tenant environments.
Practical Use and Configuration
- Installation: Emergency Outreach requires admin role for installation and configuration. It should be installed before Safe Workplace suite apps.
- Guided setup: Use the Safe Workplace guided setup to configure Emergency Outreach along with related apps efficiently.
- Notification customization: Admins can add or modify email notifications for each app that uses Emergency Outreach to suit organizational needs.
- User workflows: Employees can report health status directly from notifications and complete readiness surveys to assist workplace safety planning.
- Federal customer considerations: Federal customers using IL4 or FedRAMP environments have access to Emergency Response Management apps with responsibility for compliance configuration.
Important Notices for Customers
- Organizations are responsible for ensuring legal compliance, including data protection and employment laws, and should tailor notification and survey templates accordingly.
- Government agencies receive the application free of charge for a limited or extended period with no payment obligations, but must confirm usage permissibility with their Ethics Office.
- Use of Emergency Outreach and related apps is at the sole discretion of the implementing organization or agency.
Expected Outcomes
By implementing Emergency Outreach, ServiceNow customers can efficiently communicate critical emergency information, collect timely user responses, and support health and safety initiatives such as workplace readiness and contact tracing. This helps organizations maintain operational continuity, comply with health regulations, and respond proactively during emergency situations.
Notify users of important information about anticipated or occurring emergency situations. Send an outreach notification via email, mobile push message, or SMS message to request a user response. You can also configure other preferred communication channels.
Emergency Outreach was developed with other ServiceNow® Emergency Response Management apps to monitor and aid in stopping the community spread of infectious diseases, such as COVID-19 among users. With the release of additional ServiceNow® Safe Workplace suite apps, companies are able to manage an emergency situation from the outbreak through the reopening of the workplace.
- Employee Readiness Surveys provides an outreach notification with a link to a survey to assess user readiness to return to the workplace. Customize the notification and the survey to address your company’s concerns.
- Employee Health Screening uses outreach notifications to request that users submit their health status verification each day before they can return to the workplace.
- Contact Tracing uses the following outreach notifications:
- An outreach notification to request that users in the workplace provide a list of users that they were in contact with throughout the day. The daily log notification can be scheduled and sent at a certain time every workday or as needed. Keeping daily logs enables contact tracers to follow up with impacted users when a user is affected.
An outreach notification to request that users review the organization's privacy policy and provide their consent to use their data for contact tracing.
- An outreach notification to potentially exposed contacts in an exposure case to notify them that they might have been potentially exposed to an affected user at the workplace.
- Use guided setup to implement Safe Workplace suite apps
- The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to . For more information about using the guided setup interface, see Using guided setup.
Use with other Emergency Response Management applications
The Emergency Response Management applications, built on the ServiceNow AI Platform®, assist organizations in their emergency response efforts. With the Emergency Exposure Management application, you can identify users who might have been exposed to affected users. Through the Emergency Self Report application, users can self-report their health status. Managers can track the health status of their direct reports so that work can be reassigned and response teams can monitor the overall data and trends. Both applications are available in the ServiceNow Store.
Emergency Response Management for federal customers
Federal customers using IL4 or FedRAMP environments will see the Emergency Response Management applications ready and available to install on their instances without having to make any special requests. Customers are responsible for configuring the apps to meet U.S. federal regulations and guidelines.
| Type | Instructions |
|---|---|
Commercial on-premise |
Visit the ServiceNow® Store to download and install the application. |
Federal hosted |
See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information. |
Federal on-premise |
If you are a federal on-premise customer and you would like to install this application, reach out to your sales representative or open a Now Support or HIWAVE ticket. In the ticket, request to be routed to the SHOT team. See the Federal downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030260] article in the Store Help Center for more information. |
On-premise |
See the Commercial downloads for the Emergency Response Management and Safe Workplace suite apps [KB0030258] article in the Store Help Center for more information. |
Notice regarding use by organizations
All decisions in connection with the implementation of this application are at the sole decision of the Organization utilizing this application. Organizations agree that use of the application is not a representation by ServiceNow regarding the application’s compliance with any law or regulation and any suggested language provided out of the box with the application does not constitute legal advice by ServiceNow.
Organizations remain solely responsible for complying with their legal obligations under applicable law, including (but not limited to) data protection and employment laws, and should modify any language within the templates provided to meet the Organizations’ specific requirements.
Notice regarding use by government agencies
ServiceNow is offering this application to government agencies and their authorized users, not to employees of government agencies in their individual capacities. Use of this application is being offered free of charge for a limited or extended time period and with no expectation of payment from the government agency to ServiceNow for use during that time period, nor does usage create an actual or implied future obligation on behalf of the government. ServiceNow hereby expressly waives any future claims for payment from the agency in connection with usage of the application. Government customers are solely responsible to confirm with the agency’s Ethics Office or its authorized representative that acceptance and usage of the application is permissible.
All decisions in connection with the implementation of this application are at the sole decision of the government agency utilizing this application. Agencies remain solely responsible for complying with their legal obligations under applicable laws and regulations, including (but not limited to) data protection and employment laws and regulations, and should modify any language within the templates provided to meet the agency’s specific requirements.