Understanding Securly On-Call: How It Works

This article covers how Securly On-Call works, based on the On-Call Product Education overview. You can read the full details below or download the original PDF.

Download: On-Call Product Education (PDF)

Overview

Product Education (External)

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Student Wellness Levels Wellness levels are associated with the student. At-Risk AI conducts a nuanced analysis of flagged events, including a student’s activity history, to determine a student’s Wellness Level. ● All Clear: All students start at “All Clear”, indicating that Aware has not determined they are at risk of bullying, self-harm, or violence. ● Concerning: Some flagged activities have occurred over the past 60 days. ● High-Risk: Multiple or very severe flagged activities have been detected over the past 60 days. ● Critical: The student requires urgent attention. Aware has detected that the student is displaying an immediate threat to themself or others. Case Risk Levels Risk levels are associated with a specific case and are assessed and assigned by the On-Call Team ● Moderate Risk: Student shows significant distress (e.g., severe depression) with unclear threat context. Threats are vague or unrealistic. Analysts notify emergency contacts via email or an automated SMS if the district has opted in. ● Increased Risk: Repeated or detailed threats suggest future action but not imminently. May include specific details or signs of mental health struggles. Analysts notify emergency contacts via email or an automated SMS if the district has opted in. ● Extreme Risk: Imminent, specific threats with steps already taken. Immediate danger to self or others. Analysts notify emergency contacts via SMS/phone; if unreachable, law enforcement is alerted. (Please note - a single case can have more than one activity associated with it so there isn’t always a 1:1 relationship between cases and activities)

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On-Call Investigation Steps ● Language Analysis ● Content Context ● Engagement Patterns ● Conversation Tone ● Consistency and Frequency ● Age and Developmental Stage ● Social Support and Seeking Help ● Self-Disclosure 3

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On-Call Risk Assessment - Violence Moderate Risk Student exhibiting clear distress Analyst notifies, via email, the emergency contacts as indicated by the district. The subject line of the email will indicate a moderate threat that is serious, but not imminent. Threat present Threat is vague and indirect, but may be repeated or shared with multiple people Information about threat or threat itself is implausible or lacks detail Threat lacks realism, or is repeated with variations. E.g. "I'm gonna set off a nuclear bomb every Monday!" Content of threat suggests threatener is unlikely to carry it out Increased Risk Threat present Analyst notifies, via email, the emergency contacts indicated by the school. The subject line of the email will indicate an increased moderate threat that appears to be serious, but not imminent. Threat is vague, but direct, or specific but indirect (vague/specific in terms of plans, direct or indirect in terms of target) Repeated or shared in multiple ways (e.g. email, text, FB) Threat likely to be repeated with consistency (may try to convince listener they are serious) Information about threat or threat itself is consistent, plausible or includes specific detail of a plan (time, place, etc.) but NOT set within the next 24 hours, often with steps already taken. E.g. "I read about how to build bombs online. I've ordered some stuff that I need, but it won't be here for awhile. I should be ready when the school has that award assembly next month.” Content of threat suggests threatener may carry it out, but not within the next 24 hours Extreme Risk Threat present Analyst notifies, via SMS or phone, the emergency contacts indicated by the school. If the notification is not immediately acknowledged, continued attempts will be made. In situations where there exists a greater sense of urgency around an extreme risk situation (e.g. student may be a risk to themselves or others at that very moment), law enforcement may be notified if a student's contact information has been provided to the On-Call Team by the school. Threat is concrete (specific and direct) Repeated or shared with multiple ways (e.g. email, text, FB) Information about threat or threat itself is consistent, plausible or includes specific detail of a plan (time, place, etc.) set within the next 24 hours, often with steps already taken. E.g. “Don't go to the assembly tomorrow. I've hidden enough bombs in the auditorium to teach everyone a lesson about messing with me.” Threat may be repeated with consistency Content of threat suggests threatener will carry it out (reference to weapons, means, target) within the next 24 hours

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On-Call Tool

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Alert Received Situation is risk to students? Severe risk in next 24 hours? Notification sent to school based on severity of situation Monitor student for a period of time No alert sent Call/SMS is made* Email Alert is sent End YES YES NOT SURE EACH NEW ITEM THAT COMES IN NO NO On-Call Process SMS for Mod/Inc on? SMS is sent NO YES Response Received? YES NO *Securly On-Call analysts will reach out to contacts up to six times by SMS and five times by phone. Confirmation email sent 6

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On-Call Extreme Risk Protocols ● Email PLUS must make connection with district. ● Law enforcement ONLY if they’re a contact. ● Text content - Urgent Securly Alert! We have sent an email about concerning activity (Case # 123) that needs immediate attention. Please respond 'y' to indicate you have received this message. ● When we call contacts - “Hello, this is Kathleen Boehle from Securly, we’ve sent an email about a concerning situation and wanted to make sure someone sees it. Do you want me to wait while you confirm you’ve received it?”. ● After a contact is reached, a follow up email is sent indicating which contact responded. ● Securly On-Call analysts will reach out to contacts up to six times by SMS and five times by phone. If we do not receive any response after this level of outreach, we will have to suspend our notifications to give analysts time to complete their other investigations.

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On-Call Notification

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On-Call Customization Options What we can do What we can’t do ● Customize WHO we are notifying by time, category and risk level using contact scheduling ● Can ONLY use contact notes to list breaks/days off to customize who is called on extreme risk during this time ● Lower risk SMS notifications, on or off ONLY ● Customize flagging, risk (levels) assessments, or notification policies ● Customize time, category or risk level notifications by using contact notes ● Example: District can not define the logic used to determine risk level, i.e. “we want all searches for the word “gun” put at Extreme”

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Alert Received Situation is risk to students? Severe risk in next 24 hours? Notification sent to school based on severity of situation Monitor student for a period of time No alert sent Call/SMS is made* Email Alert is sent End YES YES NOT SURE EACH NEW ITEM THAT COMES IN NO NO We can customize who is contacted for a specific alert SMS for Mod/Inc on SMS is sent NO YES Response Received? YES NO *Securly On-Call analysts will reach out to contacts up to six times by SMS and five times by phone. Confirmation email sent 10

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On-Call Analyst Metrics Average Pick Up Time for Calls (last year) 4.3 Average Pick Up Time for All Cases (last year) 6.9 *Pickup time is defined as the time it takes a student to complete a flagged activity till the analys opens the case and begins investigating. Response time from there is a few minutes.

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On-Call High Fives Average pick up time (minutes) 5 Phone calls per year Per 10k students 5 5% Percent of Aware alerts needing notification* *On-Call reduces the work related to responding to Aware notifications by 95%

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On-Call Lives Saved 2383

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Safety Analysts

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On-Call Training for Analysts Securly analysts undergo 80 hours of specialized training across 22 modules to achieve system certification. This comprehensive program includes coursework from Stanford University's Trust and Safety program, as well as in-depth training on critical topics such as violence, self-harm, abuse, and more. *The image above represents a subset of the training our analysts undergo

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Analyst Overview Global Team with 24/7 Coverage We operate on a “follow-the-sun” model to ensure our analysts are alert and working during daytime hours—because a fully awake analyst at 10 AM is far more effective than one at 2 AM. Experienced and Committed Our analysts have an average tenure of 4+ years at Securly, bringing consistency and deep expertise to their roles. Specialized Backgrounds Team members come from fields like psychology, sociology, and school counseling—ensuring they’re equipped to recognize when students need support. Bilingual Support To better serve ESL students and diverse communities, our team includes native Spanish speakers.

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Team Composition and Expertise The Securly On-Call Analyst Team is made up of hand-selected specialists, each bringing deep expertise and a shared commitment to child safety online. With a multidisciplinary foundation, our team ensures thoughtful, well-rounded monitoring and intervention. Our team includes: ● Psychologists & School Psychologists Experts in child and adolescent behavior from both clinical and educational settings. ● Suicide Prevention Specialists Trained in crisis intervention and early detection of self-harm or suicidal ideation. ● Youth Advocates & Crisis Intervention Experts Focused on supporting youth rights, mental health, and navigating complex situations. ● Social Media & Gaming Community Experts In tune with the ever-evolving online landscape—particularly where students spend time. ● Former Trust & Safety Professionals With hands-on experience in creating and enforcing child safety policies, they bring a strategic layer to our team.

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Securly’s On-Call Analysts complete rigorous and ongoing training to stay at the forefront of digital safety and psychological support. Our protocols are designed to build deep expertise and real-world readiness. Key components include: ● Specialized Instruction Analysts receive targeted training in digital media literacy, psychological assessment, and crisis response, tailored to the challenges of today’s online environments. ● Continuous Education Ongoing workshops, seminars, and access to the latest research ensure analysts remain current on trends in child psychology, online behavior, threat assessment and emerging technologies. ● Scenario-Based Simulations Hands-on simulations prepare analysts for high-stakes, real-time decisions—building confidence and precision in responding to incidents involving self-harm, violence, or abuse. Training Protocols

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Thank you

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