> ## Documentation Index
> Fetch the complete documentation index at: https://docs.goguardian.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Beacon 24/7 FAQ

> Answers to common questions about the Beacon 24/7 service, Escalation Lists, and the Safety Support team.

Beacon 24/7 provides around-the-clock review of escalated alerts by the GoGuardian Safety Support team. The questions below address the most common topics for administrators and counselors setting up and using the service.

## Escalation Lists

<AccordionGroup>
  <Accordion title="Who should be on the Escalation List?">
    The Escalation List should include highly trusted school staff and administrators who have been trained in your school's Suicide Prevention Plan.

    * Include at least two scheduled staff members at all times, plus a Last Responder.
    * All contacts must already be registered in Org Management and listed as a Beacon user. Names and email addresses must match exactly.
    * Each person must understand that they are responsible for being available to accept calls from the Safety Support team at any time they are scheduled.
    * Staff on this list should have either Super Counselor or Counselor user privileges in Beacon.
    * Teachers and IT administrators are typically not included unless they have specific mental health training.
    * If a staff member is also a parent or guardian of a student enrolled in your district, review your school's policies before adding them to the list.
  </Accordion>

  <Accordion title="Who should be the Last Responder?">
    The Last Responder should be someone who is always available to answer the phone and take action, at any hour. The Safety Support team contacts the Last Responder only if no other Escalation List member can be reached. This person must keep their phone close at all times.
  </Accordion>

  <Accordion title="Why do I need both a CSV Escalation List and a list in Beacon Settings?">
    The two lists serve different purposes.

    * The **CSV Escalation List** is used to contact staff by phone when the Safety Support team escalates a verified **Active Planning** alert. Staff are called based on their schedule at the time the alert is generated.
    * The **Escalation List under Settings > Staff Notifications** is used to notify staff by email for all other phases your school has chosen to receive notifications for, including:
      * **Suicide Ideation**
      * **Self Harm** {/* TECH-ACCURACY: verify whether 24/7-specific UI uses "Self-Harm" (hyphenated) or "Self Harm" — code constant is unhyphenated */}
      * **Help & Support**
      * **Suicide Research**
  </Accordion>

  <Accordion title="What should I do if I miss a Beacon 24/7 escalation call?">
    Check the **Alerts** page in Beacon first. The page shows where the Safety Support team is in the escalation process and whether any action has been taken. You can also reference the initial notification email, which includes the full Escalation List with each member's email address and phone number.
  </Accordion>
</AccordionGroup>

## Safety Support Team

<AccordionGroup>
  <Accordion title="Who reviews and acts on alerts in Beacon 24/7?">
    The GoGuardian Safety Support team reviews escalated alerts. Specialists come from a variety of professional and educational backgrounds. All receive training from GoGuardian partners, including the American Foundation for Suicide Prevention (AFSP) and organizations specializing in crisis call center management and school-based student counseling.

    Beacon 24/7 is intended to function as one component of your school's overall prevention efforts. It should not be the sole measure relied upon for student safety.
  </Accordion>

  <Accordion title="Does the Safety Support team call parents or guardians?">
    No. The Safety Support team calls only the contacts listed on your school's Escalation List.
  </Accordion>
</AccordionGroup>

## Access and Technical Issues

<AccordionGroup>
  <Accordion title="What should I do if I cannot access Beacon after receiving an Active Planning alert notification?">
    Reply to the notification email with details of the issue. GoGuardian will escalate the issue to the appropriate team.

    In the meantime, contact your IT administrator or another Beacon user who can access the Alerts page and take required actions on your behalf.
  </Accordion>
</AccordionGroup>

## Privacy

<AccordionGroup>
  <Accordion title="Does GoGuardian have a privacy policy?">
    Yes. Visit the [GoGuardian Trust & Privacy Center](https://www.goguardian.com/privacy-information/) for details on how GoGuardian protects student safety and privacy.
  </Accordion>
</AccordionGroup>

## Resources

<CardGroup cols={2}>
  <Card title="Review a Beacon 24/7 Alert" href="/products/beacon/review-a-247-alert">
    Step-by-step instructions for accessing and resolving escalated alerts.
  </Card>

  <Card title="Best Practices: Beacon 24/7" href="/products/beacon/best-practices-247">
    Recommendations for Escalation List setup and staff preparedness.
  </Card>

  <Card title="Escalation Lists" href="/products/beacon/escalation-lists">
    Configure phone escalation contacts for Active Planning alerts.
  </Card>

  <Card title="Alert Phases" href="/products/beacon/alert-phases">
    Descriptions of each alert phase detected by Beacon.
  </Card>
</CardGroup>