Missed Engagement Alert Notifications in mMR notify Care Team Members (CTMs) when a Member attempts to make contact to ensure a timely response to the Member.
Missed Engagement Location
The Missed Engagement Icon is at the top
of the screen to the left of the bell.
Missed Engagements are also available on
the dashboard.
The count on this icon highlights the highest
priority alert assigned to the CE
Missed Engagements Priority & Response Times
High - Due time: 60 minutes (Daytime Team) / 30 minutes (After Hours Team) - Escalation
Chat and Text message with an upset tone or key words that indicate potential risk.
Assessments that Members complete through the app that trigger a self-harm alert
Notification Type
Email notification
mMR notification
Text notification (After Hours Team Only)
Medium - Due time: End of work day - No escalation
Chat/Text message that contain a question
Chat/Text messages that contain mixed positive/negaitve tones
Notification Type
mMR notification
Low - Due time: One business day - No escalation
Chat/Text message that are neutral
Chat/Text message that have a positive tone
Notification Type
mMR notification
Escalation for High Missed Engagement Alerts
During Working Hours - CTMs will receive the initial Missed Engagement alert. The first CTM on the list is assigned to respond; if not addressed, it escalates to the next CTM in the order below every 60 minutes:
CTM who received the missed engagement
CTM in same program (IVRP, MPMP, SPP) or Primary Peer (SELP, SEPP)
CTM’s assigned Program Manager
Program Director
After Hours - CTMs will receive the initial Missed Engagement alert in addition to the assigned CTM, PM and PD. If the alert is not addressed, it escalates to the next CTM in the order below every 30 minutes:
After hours CTM one
After hours CTM two
Manager On-Call
mMR Pop Up Alert for High Missed Engagement
When a High missed engagement alert is assigned to the CTM, a notification will pop up on the screen with the options of, “Accept,” or “View Missed Engagement" to bring attention to the alert.
The alert is accepted to stop escalation. Once addressed, the CTM will connect alert to the case note.
Example of Pop-up mMR Alert for High Missed Engagement Alerts
Example of High Missed Engagement Email
CTMs Work Schedules and After Hours Response
The CTM’s work schedule in mMR determines if missed engagement alerts go to Members’ care team or the After Hours Mindoula 24/7 support team
If no CTM is working when the high missed engagement alerts come through, the after hours escalation path will receive the alerts and provide response. The Member’s primary CTM will receive a notification email for awareness
After Hours Documentation Requirements:
When an after hours CTM responds to a high missed engagement alert, they will complete a case note in the Member chart
The after hours CTM will send an email to the care team member the alert was intended for as well as the care team member’s program manager indicating that alert was received, responded to, and details can be viewed in the Member’s chart in the case note.
Example of High Missed Engagement Text Alert (After Hours Only)