User / General FAQ

Your organization is committed to making minutes matter with EMMA, but you have some questions. Here you will find the answers to the most commonly asked user questions.

Troubleshooting FAQ

Resolve the most common questions and troubleshoot issues that users and administrators might encounter while utilizing EMMA. These are usually simple fixes.

Administrator FAQ

This section is addresses the most frequently asked questions for administrators who will configure and manage EMMA for their organization.

Pre-Sales FAQ

If you are considering Emergency Management Mobile Application (EMMA) to communicate and coordinate across the entire safety ecosystem, you will find answers to common questions here.

USER /GENERAL FAQ

Most Frequently Asked Questions and Answers
  • WHEN SHOULD I USE EMMA?

    The use of EMMA is for any situation that requires notification to others of a threat or urgent situation.  In addition, EMMA facilitates communication between you, EMMA site administrators, and/or 911 personnel. EMMA is a tool for both prevention and safety (SOS, 911 embedded call button, etc.) of users before during or after urgent situations.  Please use EMMA as instructed by your EMMA site administrators. In general, ‘off shelf’ EMMA accounts and subscriptions can be used if there is a fire, lockdown or lockout, suspicious activity, medical emergency, inclement weather, anonymous reporting or bullying reports, and urgent ‘see something- say something’ threats or events.

  • HOW DO I DOWNLOAD EMMA?

    iPhone

    On an iPhone you can download EMMA by typing “E.M.M.A.” in the app store search bar.
    iOS: App Store > E.M.M.A. > Get

    Or, scan the QR code below on your iPhone.

    Android

    On an Android you can download EMMA by typing “EMMA” in the app store search bar.
    Android: Google Play > EMMA > Install

    Or, scan the QR code below on your Android device.

  • ARE NOTIFICATIONS IN TEXT/SMS MESSAGES OR PUSH NOTIFICATIONS? WHAT’S THE DIFFERENCE?

    EMMA is built to facilitate communication and notifications and will always push notify.  EMMA accounts can have text messaging and email messaging also turned on and redundantly or alternatively sent.  Push notifications appear on your smartphone or PC/connected device just seconds after they are sent. This surpasses text messaging as the fastest form of communication which during any mass emergency event can stack on cell towers delaying messages and responses.

  • WHY SHOULD I USE EMMA?

    EMMA provides for effective modern-day notification, 2-way communication, and emergency management for counties, towns/municipalities, colleges, school districts, large employers and workplaces, hospitality facilities and destinations, hospitals, security companies, and any organization that has many people or attendees on one or multiple premises that needs to manage alerts or notifications and communication to those persons at any time. It allows for effective communication without cell tower connection or data delays caused by the wireless emergency alert notification system during mass disaster/mass use events.  EMMA works on any connected device via cell data, network connection, or WIFI, hotspot or emergency mobile ad hoc network (WANET or MANET) or mesh network connection. In addition, it allows management via a dashboard EMMA Admin to improve the communication and data flow during the first many minutes of a threat or incident.  Thus, EMMA is unique in that it allows new technology to overcome delays in communication and improve self-sufficiency to prevent or more quickly shut down threats and emergencies and improve outcomes.

  • CAN I BE TRACKED USING EMMA?

    No.  EMMA only reports any user’s location at a point in time and this location data is encrypted but can be read by Admins on your EMMA account or 911 users integrated with EMMA accounts, if desired.  Location data is very helpful for emergency management and improving response times.

  • IS MY DATA SAFE? WHAT PRECAUTIONS ARE TAKEN BY THINK SAFE TO PROTECT MY INFORMATION?

    Yes, data protection, encryption, and backup systems are in place.  Amazon Web Services (AWS) servers for EMMA are mirrored servers are in many locations.  Personal information (PI) in EMMA is limited but encrypted/unreadable due to standard industry best practices followed by Think Safe.

  • DOES EMMA HAVE AUDIBLE ALERTS DURING ACTIVE SHOOTER/VIOLENCE EVENTS?

    The icon active shooter allows for no audible alert during active violence events where it is important to stay quiet and run, hide or fight.  Phone vibration mode will take over and notifications will appear on PC/other devices without an audible warning.

  • WHAT TECHNOLOGY DO I NEED TO USE EMMA?

    The only technology you need is the capability to access the internet or be connected to a network or hotspot/WIFI/cell phone data in order to allow the EMMA notifications to work.

  • HOW DO I CHANGE MY MAP VIEW FROM STANDARD TO SATELLITE OR HYBRID IN MY EMMA APP?

    EMMA uses Google and Apple maps.  To change the setting for type of map, select “Settings” from the “3-Line Menu Icon” in the top left > Select “Standard” or “Satellite” or “Hybrid”.

  • WHERE IS MY ACTIVATION EMAIL TO LOGIN TO EMMA ONCE I HAVE IT DOWNLOADED?

    Activation emails should be found in your inbox of your email. If they are not located in your inbox, please be sure to check your junk/spam folder. Your EMMA administrator will send out activation emails from the EMMA admin portal.

  • CAN SOMEONE ACCIDENTLY PRESS AN EMERGENCY NOTIFICATION WITHIN EMMA?

    No need to worry. EMMA has built-in user interface tools to prevent and decrease accidental EMMA use.  EMMA has a password feature and a PIN feature (2-step) to prevent accidental emergency notification triggers. Simply do not share your password and PIN.  In the event of accidental use, it is easy for your EMMA Admin to shut down the EMMA notification in the rare event this would somehow occur.

  • HOW DO I LOG IN TO EMMA?

    SMARTPHONE OR MOBILE DEVICE

    Once you have downloaded EMMA, type in your username and password > Select “Log In”.  You may also select “Remember me” to allow future use of EMMA to be instant without any data entry of your username and password.

    PC, LAPTOP OR CHROMEBOOK DEVICE

    You may log in to www.emmaadmin.com even if you are a non-Admin to get normal EMMA user access and notifications.  Type in your username and password > Select “Log In”.  You may also select “Remember me” to allow future use of EMMA to be instant without any data entry of your username and password.  Some EMMA accounts have an automated login process, contact us at emma@think-safe.com for more details on this feature.

  • WHY CAN'T I RECEIVE NOTIFICATIONS FROM EMMA?

    Please make sure you have the most recent updated version of the EMMA App downloaded, notifications allowed, and your location services for EMMA turned on. For android devices go to google play and for iOS devices go to the app store to check for new version releases. Please make sure locations are turned on and allowed on your device. If these permissions are allowed, please get in contact with your site administrator for EMMA to be sure you are in the correct group.

  • HOW DO I CHANGE MY PASSWORD?

    EMMA APP

    In your EMMA mobile app: Press the “3-Line Menu Icon” on top left corner and Select “Profile” > Select “Edit” at bottom of screen > Type in your current password > “Submit” > Type in new password and select “Submit”.

    EMMA ON PC, LAPTOP OR CHROMEBOOK

    On www.emmaadmin.com home screen > Select your User Name on the top right corner and Select “Profile” > Type in your current password > “Submit” > Select the “3-Line Menu Icon” in right corner of Profile window > Select “Edit User” > Type new password in new password and confirm password fields > Select “Save” in top right of Profile window.

  • HOW DO I UPDATE THE EMMA APP? WHEN DO I NEED TO UPDATE?

    You will need to update the mobile application if your mobile device is not setup to automatically update apps when new releases are available in the app store.  For Android devices go to Google Play and for iOS devices go to the App Store to manually get the update to the app when there are new version releases if you do not allow automated updates to apps.

  • WHO CAN RECEIVE AN ALERT?

    Active EMMA users inside groups selected by the alerting Admin will receive an alert when they have the app downloaded on their device or when they are setup to receive text messages.

  • HOW DO I GET BACK TO THE MAIN EMMA SCREEN?

    If you have pressed the “3-Bar Menu” in the app, you can get back to the main home screen (map) by pressing “Map”. 

  • WHO CAN SEND AN ALERT?

    EMMA Users with permission to do so and EMMA Administrators. Please contact your EMMA administrator if you have questions about your EMMA user permissions.

  • HOW DO I LOG OUT OF EMMA?

    SMARTPHONE OR MOBILE DEVICE

    Go to the top left corner where the “3-Line Menu Icon” is shown and select Logout.

    PC, LAPTOP OR CHROMEBOOK DEVICE

    Go to the top right corner where your Username is shown and click on your name.  Select Logout.

  • HOW OFTEN WILL I RECEIVE ALERTS FROM EMMA?

    You will receive alerts when you have downloaded the app and/or are logged into your EMMA Admin (www.emmaadmin.com) user account and your group is selected, and a message or event is sent to this group.

  • IF I’M AT A MEETING IN ANOTHER TIME ZONE, HOW WILL EMMA NOTIFICATIONS COME THROUGH?

    If your device is set to update when a new time zone is entered, your notifications will be changed to show on the alerts the time zone you are in automatically.

  • IF I DON’T HAVE A SMART PHONE, CAN I STILL BENEFIT FROM EMMA?

    Yes, if you provide your cell phone / mobile number to your administrator you can still receive EMMA alerts via SMS text message, if your EMMA account specs include texting.

  • WHAT IF I DON’T WANT TO USE THE EMMA MOBILE APP? HOW CAN I BE REACHED?

    Even if you do not want to download the EMMA app, providing your cell/mobile phone number will allow you to receive text notifications for any urgent alert sent by your EMMA site administrator(s), without you having the EMMA app on your smart phone.

  • WHAT IF MY PHONE IS SILENCED? WILL I STILL RECEIVE ALERTS?

    If your phone’s notifications are silenced, you will not receive an audible message without further settings updates. If your phone allows a notification preference setting for individual contacts, you can set EMMA to bypass a silenced phone. If your phone allows this setting override, please input emma_sms@emmaadmin.com to allow notifications even when the phone is on silent mode.

  • WHAT IS AN EMERGENCY PLAN?

    Emergency procedures, maps, and emergency contact phone numbers that are specific to those in your organization. EMMA is a one-stop tool that stores all of this information and makes it easier for EMMA Users and Admins to notify the appropriate parties per the emergency plan.  In addition, EMMA allows EMMA Admins to execute on emergency plans and related proper communication very easily through the use of EMMA’s technology.

  • ADMINISTRATOR FAQ

    Most Frequently Asked Questions and Answers
  • HOW DO I LOG IN TO EMMA?

    SMARTPHONE OR MOBILE DEVICE

    Once you have downloaded EMMA, type in your username and password > Select “Log In”.  You may also select “Remember me” to allow future use of EMMA to be instant without any data entry of your username and password.

    PC, LAPTOP OR CHROMEBOOK DEVICE

    You may log in to www.emmaadmin.com even if you are a non-Admin to get normal EMMA user access and notifications.  Type in your username and password > Select “Log In”.  You may also select “Remember me” to allow future use of EMMA to be instant without any data entry of your username and password.  Some EMMA accounts have an automated login process, contact us at emma@think-safe.com for more details on this feature.

  • HOW DO I CONTACT EMMA TECHNICAL SUPPORT?

    Fill out the form below or call 319 -377-5125 between 8-5pm Central Time US.

    Or In your EMMA mobile app: Press the “3-Line Menu Icon” on top left corner and Select “Contact Us” > Fill Out Form > Press Send.

  • HOW DO I LOG OUT OF EMMA?

    SMARTPHONE OR MOBILE DEVICE

    Go to the top left corner where the “3-Line Menu Icon” is shown and select Logout.

    PC, LAPTOP OR CHROMEBOOK DEVICE

    Go to the top right corner where your Username is shown and click on your name.  Select Logout.

  • HOW OFTEN DO EMMA PASSWORDS NEED TO BE RESET?

    Most EMMA accounts are setup with the settings of password reset being required once per year. EMMA does allow passwords to be reset at any required period of time, based upon the industry and desired needs of the EMMA Admin/Users. 

  • IS THERE EMMA TRAINING OR HELP? WHERE CAN I FIND IT?

    EMMA Admin (www.emmaadmin.com) has a HELP menu that allows you to access user guides (by type of user), quick video tutorials, manuals, quick reference guides, FAQs, and other tools. Any new EMMA account receives appropriate training manuals to disburse to their User Groups.

    For additional assistance, contact your account rep by calling 319-377-5125 between 8-5pm Central Time US.  Or, fill out the form below and click “Let’s Make Minutes Matter!” to submit the form. Additionally, in your EMMA mobile app: Press the “3-Line Menu Icon” or on top left corner and Select “Contact Us” > Fill Out Form > Press Send.

  • CAN THE “CALL 911” BUTTON BE CHANGED TO A DIFFERENT NUMBER THAT IS IN-HOUSE (i.e. "HELP")?

    Yes, please contact your account manager as this is a setup feature for your EMMA account.

  • HOW DO I GET IN TOUCH WITH TECHNICAL SUPPORT IF I’M HAVING DIFFICULTY WITH THE APP OR PC?

    You can contact the lead EMMA administrator of your EMMA account and they can help troubleshoot for you.

    If your administrator cannot help, please fill out the form below and click “Help Me Make Minutes Matter!” to submit the form. Please note that this last recommended tech support option will not be immediate technical support but response provided within a set time period.

  • TROUBLESHOOTING FAQ

    Most Frequently Asked Questions and Answers
  • WHY CAN'T I RECEIVE NOTIFICATIONS FROM EMMA?

    Please make sure you have the most recent updated version of the EMMA App downloaded, notifications allowed, and your location services for EMMA turned on. For android devices go to google play and for iOS devices go to the app store to check for new version releases. Please make sure locations are turned on and allowed on your device. If these permissions are allowed, please get in contact with your site administrator for EMMA to be sure you are in the correct group.

  • HOW DO I UPDATE THE EMMA APP? WHEN DO I NEED TO UPDATE?

    You will need to update the mobile application if your mobile device is not setup to automatically update apps when new releases are available in the app store.  For Android devices go to Google Play and for iOS devices go to the App Store to manually get the update to the app when there are new version releases if you do not allow automated updates to apps.

  • WHY CAN’T I DOWNLOAD THE EMMA APP ON MY DEVICE?

    Is your device connected to your cell data and/or internet (WIFI)? 

    If you are on WIFI disconnect and see if you can download using your cell data.

    Check your device operating system (see device requirements below).

    If EMMA is the only app you cannot download after #1 and #2, please fill out the form below or call 319-377 5125 between 8-5pm Central Time US.

  • WHAT DEVICES SUPPORT THE EMMA MOBILE APP?

    Android Devices: version 6.0+ and iOS (iPhone and iPad): version 10.2+

  • WHY CAN'T I LOG INTO MY ACCOUNT?

    When you are trying to log in, please make sure the username and password are being typed in correctly. As a reminder, make sure you Caps Lock is not accidently on.  If you have forgotten your password, select “Forgot Password” or “Lost Your Password” on the main Log In screen on the EMMA App or EMMA Admin URL https://emmaadmin.com. Please remember that logins expire annually (or as specified for your EMMA account per industry best practices) so you may need to select “Forgot Password” or “Lost My Password” before contacting your EMMA Admin to ensure it is not an expired password problem that you can quickly resolve without EMMA Admin assistance.

  • IF I CAN’T LOG IN TO MY EMMA ACCOUNT, WHO DO I NEED TO GET IN CONTACT WITH?

    Please get in contact with your site administrator for EMMA. Please remember that logins expire annually (or as specified for your EMMA account per industry best practices) so you may need to select “Forgot Password” or “Lost My Password” before contacting your EMMA Admin to ensure it is not an expired password problem that you can quickly resolve without EMMA Admin assistance.

  • WHAT IF I FORGOT MY PASSWORD?

    If you have forgotten your password, select “Forgot Password” or “Lost Your Password” on the main Log In screen on the EMMA App or EMMA Admin URL https://emmaadmin.com.

  • HOW DO I SUBMIT FEEDBACK?

    Fill out the form below and click “Let’s Make Minutes Matter!” to submit the form — or in your EMMA mobile app: Press the “3-Line Menu Icon” on top left corner and Select “Contact Us” > Fill Out Form > Press Send.

  • HOW DO I CONTACT EMMA TECHNICAL SUPPORT?

    Fill out the form below or call 319 -377-5125 between 8-5pm Central Time US.

    Or In your EMMA mobile app: Press the “3-Line Menu Icon” on top left corner and Select “Contact Us” > Fill Out Form > Press Send.

  • PRE-SALES FAQ

    Most Frequently Asked Questions and Answers
  • WHAT IS EMMA?

    EMMA stands for Emergency Management Mobile Application. EMMA was designed as a notification, communication, and emergency management platform. The features of EMMA allow use ala carte of any feature within these capabilities yet wholistically allow for overall administration hierarchy and transparent views of events to include 911 dispatched personnel/dispatch centers and appropriate rights/privileges for groups of users on any EMMA account.

  • WHO IS THINK SAFE / FIRST VOICE?

    Think Safe is the manufacturer and developer of First Voice Products and Software Solutions primarily for emergency pre-911 first on scene responder arrival needs.

  • WHAT IS UNIQUE ABOUT EMMA AND WHO SHOULD USE IT?

    EMMA should be used to provide for effective modern-day notification, 2-way communication, and emergency management for counties, towns/municipalities, colleges, school districts, large employers and workplaces, hospitality facilities and destinations, hospitals, security companies, and any organization that has many people or attendees on one or multiple premises that needs to manage alerts or notifications and communication to those persons at any time. It allows for effective communication without cell tower connection or data delays caused by the wireless emergency alert notification system during mass disaster/mass use events.  EMMA works on any connected device via cell data, network connection, or WIFI, hotspot or emergency mobile ad hoc network (WANET or MANET) or mesh network connection. In addition, it allows management via a dashboard EMMA Admin to improve the communication and data flow during the first many minutes of a threat or incident.  Thus, EMMA is unique in that it allows new technology to overcome delays in communication and improve self-sufficiency to prevent or more quickly shut down threats and emergencies and improve outcomes.

  • WHAT TECHNOLOGY NEEDS TO BE IMPLEMENT FOR EMMA?

    EMMA is software-as-a-solution and cloud-based technology. The only technology needed is the capability for users to access the internet or be connected to a network or hotspot/WIFI/cell phone data in order to allow the EMMA notifications to work.

  • HOW MUCH DOES EMMA COST?

    Cost is dependent upon the EMMA Account features and specifications desired as well as the number of locations managed. Please call 319-377-5125 and we can discuss various flexible pricing options for our EMMA license / subscription costs. Unlike other platforms, there are no user fees which makes EMMA an affordable application for large entities and organizations.

  • HOW IS A FACILITY EMPOWERED WHEN USING EMMA?

    EMMA empowers all facility occupants and students as well as staff and any administrator appropriate privileges to communicate effectively OUTSIDE OF AND ALONG WITH 911/cell tower systems.

  • WHAT IS REVERESE 911 AND HOW DOES THINK SAFE'S EMMA ASSIST OR ALLOW REVERSE 911 TO BE BETTER?

    Original definition:“Reverse 911” is a general term that describes a process frequently used to contact citizens and businesses by matching a telephone number with an address, and it is  a form ofpublic Safety technology used to communicate with people in a defined geographic area. The term is commonly used as a verb (ex. The town reverse 911 called citizens), an adjective (ex. The town bought a new reverse 911-type system for citizen call outs), or a noun (ex. The town purchased reverse 911 today).

    Today’s additional definition: Reverse 911 is a public alert system most frequently used by safety organizations to alert individuals and businesses to the risk of danger by sending a recorded voice message to landline telephones and registered cellphones within a defined geographical area.  Hundreds of public safety officials utilize Reverse 911 in all types of situations for communication including public or private entities to large groups (neighborhood watch group) to schools, universities, incident command centers or emergency management agencies.  Communication might range from emergency use and critical notifications on hurricanes, floods, disasters or mass casualty events to non-emergency use for community events or local outreach for volunteer assistance.

  • WHY DOES THE OLD VERSION AND OLDER REVERSE 911 NOT NECESSARILY PROVE HELPFUL IN THE WORLD OF 2020'S AND CELLULAR OR SMART PHONES?
  • HOW CAN REVERSE 911 BE IMPLEMENTED BY PUBLIC SAFETY OR OTHER ENTITIES AND WHY SHOULD THEY BE VESTED IN NEW TECHNOLOGY?

    When it comes to life-threatening situations, it is an expectation of the population to be notified immediately via several contact paths.  In the 2000’s as smart phones emerged and built market share, showing dominance would continue, Computer Aided Dispatch (CAD) 911 systems developed or integrated software solutions to improve 911 that allowed mass alerting to a geographic area or mapped area (map-based notifications). Such notifications are known as Amber Alerts or similar have a regional name such as “Alert Iowa” and can be state-wide and even city, county or municipality focused.  Wide geographic areas and mass populations could quickly be notified of urgent and important information that impacted personal safety or assisted law enforcement.  Or, citizens can now text 911 for help if they are not able to speak on the phone for some reason.  Municipalities to include cities, towns, and counties have created citizen opt-in portals (via website or internet enabled signup) to help ensure that people sign up and receive these emergency notifications.  Some of the large state-wide or national wireless emergency network alerts are opt-in through phone settings.  However, it is not a surprise that many citizens (for local and regionalized alerts from 911 dispatch or emergency management) are ill informed about the need to proactively keep the cell phone carrier updated in the database, as text and SMS/MMS technology relies upon carriers receiving the information and then delivering the alerts to the citizen (enabled by cell towers and data plans).  New technology through push notifications and cloud-based software as a s solution (SaaS) and mobile applications allows for just a one-time signup that stays with a designated cell phone despite their carrier.  In addition, alerts are delivered via mass distribution at a higher guaranteed rate and speed of delivery due to cell phone tower limitations that exist when massive data stacks on towers.  Reverse 911 systems should allow for both SMS/MMS/text delivery and push notifications and cross platform deliveries that could include robocalls and emails as well.  Plus, there are additional advantages of mobile application based alerts that include citizens only getting alerts if they are in an impacted area or ‘geofenced’ area where a threat or impacted area is known to exist.  Mass notifications historically have improved public safety notifications but the 2020’s have seen the evolution of new GPS enabled technology to ensure that citizens only receive on-the-go alerts regarding public safety when they are in an impacted area.  Surprisingly, CAD 911 systems are still playing catchup and many 911 dispatch centers and communities or large groups/gatherings/hosts to large events do not know about this technology.  The newest technology allows the incident commanders, management, or law enforcement with feet on the ground to actually get more assistance in protecting those impacted by clear and meaningful notifications to assist in evacuation, shelter-in-place or get assistance with things like assistance in finding a missing child at large public events.  Notifications and alerts can even allow for those receiving the alert to be able to respond within a designated time period and see all updates in a feed within the app that do not disappear to help improve communication flow and improve outcomes for those impacted.

  • WHAT IS A PUBLIC SAFETY REVERSE 911 EMMA PLAN AND WHO SHOULD BE INTERESTED IN THIS SOFTWARE SOLUTION AND ADD-ON MASS NOTIFICATION TECHNOLOGY OFFERING?

    EMMA can be utilized by public safety entities to provide very relevant alerts to populations.  This is not unique, there are other software providers that are in this space, however, EMMA provides very unique ways of integration for Reverse 911 into a Public Safety outreach and alerting plan.  The local law enforcement or emergency management office or 911 CAD dispatch may be the decision makers and assisting with the budget for this software to a citizen’s geographic area.  A perfect example of use might be a local police incident command task force that is always monitoring and policing large public events in confined geographic areas or ‘geofences’ that have known high risks due to the large population that is in a small geographic area.  A Public Safety Reverse 911 EMMA Plan allows for citizens from a community or attendees of these events to sign up via a quick app download and an approved code that is provided.  QR Codes published on websites or on postings/brochures/fliers and public safety information notices allow for mobile phone users to quickly scan the QR code, download the app, insert the code and enter user data to uniquely identify the citizen (first name, confirm mobile #).  Codes can be set to expire, if desired or the user will continue getting alerts, without expiry whenever or wherever there is an alert sent within that EMMA Plan’s extended boundaries of use, as long as they keep the app on their device.  Citizens can even be on many simultaneous plans, receiving appropriate alerts from any relevant administrator (their employer, child’s schools, their university, local city, state, county, convention center, hotel, and so on) in places they live, work eat, sleep or play.  While we recognize the relevance and need for mass notifications such as the Amber Alert, the underlying relevance of alerts that impact us in our everyday lives is the key to the 2020’s and matches the desire of the population of the US today.

  • ASK YOUR OWN QUESTIONS!

    REQUEST A DEMO WITH AN EMMA REPRESENTATIVE