Emergency Outreach
Summarize
Summary of Emergency Outreach
Emergency Outreach enables ServiceNow customers to notify users promptly about anticipated or ongoing emergency situations through multiple communication channels such as email, mobile push messages, and SMS. Designed to work alongside other ServiceNow Emergency Response Management (ERM) applications, it helps organizations manage responses to public health emergencies, including infectious disease outbreaks like COVID-19. This solution is integral to the Safe Workplace suite, which supports managing workplace reopening and health safety.
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Key Features
- Multi-channel Notifications: Send outreach messages requesting user responses via email, SMS, mobile push, or configurable channels to communicate critical emergency information.
- Integration with Safe Workplace Apps: Supports Employee Readiness Surveys to assess user readiness to return to work, Employee Health Screening for daily health status reporting, and Contact Tracing for exposure notifications and privacy consent management.
- Guided Setup: Provides a structured configuration workflow through Safe Workplace guided setup to deploy Safe Workplace and ERM applications efficiently.
- Response Management: Use response scripts to automate actions based on user responses, such as creating or updating records across ERM and Safe Workplace apps.
- Domain Separation Support: Fully supports domain separation for service providers, enabling multi-tenant use cases.
- Installation Options: Available for commercial and federal customers with tailored installation instructions depending on environment type (on-premise, hosted, or federal IL4/FedRAMP).
- Health Status Reporting: Enables users to report health status directly from notifications, streamlining data collection.
- Notification Acknowledgement Tracking: Administrators can review and resend notifications to users who have not responded, ensuring comprehensive outreach coverage.
Practical Application for ServiceNow Customers
By implementing Emergency Outreach, organizations can efficiently communicate emergency-related information and collect timely user responses, which is critical for managing workplace safety during crises. It supports compliance efforts by allowing customization of surveys and notifications aligned with legal and privacy requirements. The integration with other Safe Workplace apps provides a comprehensive approach to emergency response, employee health monitoring, and contact tracing, helping organizations maintain operational continuity and protect employee well-being.
Next Steps
- Install Emergency Outreach as a prerequisite before adding Safe Workplace suite apps.
- Use the Safe Workplace guided setup for streamlined configuration.
- Customize and deploy notifications and surveys to match organizational needs and legal obligations.
- Monitor notification acknowledgements and use response scripts to automate follow-up actions.
- Ensure compliance with applicable laws and adapt notification templates accordingly.
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.