Before implementing Visitor Aware, there are some things to take into consideration to help make roll out quick and effective.


Let's start with a few items to help flush out exactly how you'd like the implementation process to go:

  1. Building security

  2. Available hardware

  3. Screening procedures

  4. Notifications

  5. Internal protocols

  6. Implementation variations

  7. Staff training

The above mentioned considerations may or may not be applicable to your specific needs. Disregard the items that are not pertinent or do not support your goals.


Please note: Facial recognition may be used as an expedited check-in option for your visitors pending state legislation for your area. This feature can be disabled for the entire client account pending preferences.


1. Building Security

The cornerstone of what the Visitor Aware implementation process will look like hinges on your ideal level of security. There are a few strategic decisions and information that must be taken into account around this concept.

If the end goal is to enforce a high security environment, different measures will need to be taken compared to a more relaxed security environment. Visitor Aware is able to accommodate either goal.


Kiosk Implementation:


Self-service Kiosk

A self-service kiosk allows visitors to complete the check-in process on their own, without the help of any staff member or admin. This can be implemented on either an iOS iPad and/or a personal computer equipped with a web browser and built-in webcam.

Staff-assisted Kiosk

A staff-assisted kiosk allows someone within the lobby/front desk area to assist the visitor with the check-in process using the web browser directly from their computer located at the desk. An external webcam is required for this implementation method to allow the receptionist to take the visitor’s photo and then complete the check-in process. This is always a good fallback plan to have in case someone requires additional assistance with their check-in experience.


    Security Environments:


High Security Environment

It is possible to enforce visitor screening procedures before granting access to your building. A locked door is one important element to physically enforcing screening procedures. Another consideration to take into account is the number of points of entry and staff availability to cover those points of entry. Security can be further strengthened by only allowing one point of entry.

    Implementation options

  1. Locked interior vestibule door: A self-service kiosk can be stationed in the vestibule area, once the visitor checks in and no flags are detected, the door can be unlocked granting visitor access.

  2. Locked lobby/front office door: In the event that visitor traffic can only enter the building by passing through a lobby/front office area, a self-service or staff assisted kiosk can be stationed in this area to complete the screening process before granting further building access to the visitor.

  3. Badge Printer: Additionally, the badge printer can be located next to someone within the front office/lobby area. If a badge prints, they will know that the visitor cleared all screening procedures and can buzz the visitor into the building to retrieve their badge or, in the case of a locked lobby/front office, hand the visitor their badge before allowing them to continue on. This will also give the front office/lobby person a chance to review the visitor's profile if needed before handing them their badge.

  4. On-demand Security Screening: If there are dedicated security personnel on site that have access to an iOS device, they can download the Visitor Aware check-in application on their iOS mobile device to screen visitors on-demand. Follow these instructions to implement this process: https://visitoraware.freshdesk.com/support/solutions/articles/43000538259-user-security-setting-for-guard-mode

  5. Automatically expiring visitor-specific QR codes: In the event that visitor-specific QR codes are being issued to visitors, system admins can enable a setting to enforce QR codes to expire en masse on a specific date annually. (This setting can be found on the Security Settings page as "Date to expire QR ID Passes (Month / Day)") This way staff can process the visitor once again before reissuing their QR code or would allow the visitor to complete the self check-in process again before receiving their QR code.


Relaxed Security Environment

If a relaxed security environment is more ideal, Visitor Aware can be implemented numerous ways. A locked door preventing visitor access isn't necessarily needed.

    Implementation options

  1. Kiosk(s): This can be any combination of self-service and staff assisted kiosks.

  2. Personal device check-in: This is a location-specific feature that can be enabled that allows  visitors to complete the check-in process directly from their personal device. For more information, reference this help article: https://visitoraware.freshdesk.com/support/solutions/articles/43000711762-visitor-self-check-in-from-personal-device

  3. Visitor self registration: Each individual building/location will have a dedicated link that can be shared out in advance allowing visitors to create their profiles before arriving on site. If any screening measures are being taken, the visitor's information will be pre-screened before their profile is created in the Visitor Aware system, and any associated flags will be noted in their profile. More information can be found here:  https://visitoraware.freshdesk.com/support/solutions/articles/43000586913-visitor-self-registration-with-school-specific-urls

  4. Visitor-specific QR codes: QR codes can be issued to visitors to be used for checking in and out. These are also sent out to visitors (via SMS/email) upon completing the visitor self-registration form as long as no flags are detected during the screening process (if enabled).

  5. Badge Printer: Badge printers can be positioned next to a staff member in the front office/lobby area, or next to the self-service kiosk itself. Badges will only print for visitors who pass the screening process (if enabled). There are iPad stands available that will accommodate mounting the printer directly to the stand.


2. Available hardware

Another implementation consideration is the hardware that will be used. Some questions to get us rolling in the right direction are:

  • What hardware is currently available on site?

  • What types of kiosks (iPad or web kiosk) are ideal for each location?

  • Is new hardware required to satisfy your implementation goals?

  • Is there any room in the budget for new hardware?


Depending on the answers to these questions, you might have different implementation solutions for each individual location. Work with your IT and Security teams to get the best hardware roll out plan in place for implementing Visitor Aware.


For web kiosk implementation (PC, Laptop,Chromebook), you may want to consider:

  • An external webcam (staff assisted)

  • Handheld ID scanner (staff assisted & self-service)

  • Badge printer (staff assisted & self-service)

Please note: The Visitor Aaware Print Helper software cannot be installed on a Chromebook device. This means that the badge printer cannot be directly connected to a Chromebook device if automatic badge printing is desired. The badge printer must be connected to a PC/Laptop device allowing the installed Print Helper software to automate the badge printing process. Find more information on printing options here.


For iOS kiosk implementation (iPad), you may want to consider multiple iPads to allow visitor traffic to flow through more quickly or to cater each iPad to a singular use (student, volunteer, staff, delivery, or visitor traffic to name a few options of what this may look like). Assigning an iPad for new visitor use and an iPad for existing visitor use also helps to speed the visitor management process along - especially for larger gatherings. It's never a bad idea to have one staff computer equipped to assist visitors with the check-in process as well.


IT can reference these additional resources to help further decide what implementation should look like for each location: https://visitoraware.freshdesk.com/support/solutions/folders/43000591160

If new hardware is ideal or required, please reference our suggested hardware page.


3. Screening procedures

There are many different types of screening options  that can be enabled and enforced via Visitor Aware:

  • National Sex Offender Database

  • FBI Watch List

  • Interpol

  • Court Orders

  • Explicit Bans

For more information on what visitor information is required and how to implement these screenings, please read our Visitor Screening Implementation Guidelines help article.

Please note: If National Sex Offender, FBI Watch List, and Interpol screenings are disabled for your client account, our software will only require the first and last name of your visitors.


4. Notifications

There are two platform options in which notifications can be distributed out to security personnel and/or designated users:

  • Visitor Aware (SMS/email)
  • InformaCast Fusion (More options)

Visitor Aware is limited to SMS and email for all notifications that can be enabled within the platform. If a customer has both InformaCast Fusion and Visitor Aware, the InformaCast provider can be integrated with Visitor Aware to handle  the distribution of notifications for a majority of the features.


Visitor Aware:

User notifications can be enabled/disabled all together on a per user basis as well as accommodating a more granular notification assignment. A quick way to glance over user notifications is via the Manage Notifications table. The notification categories available within Visitor Aware are:

  • Emergency (for clients currently using Watchdog for emergency management)

  • Visitor Check In and Out

  • Student Tardy

  • Security (flagged visitor alerts)

  • Tipline

  • Emails (automated emails that vary based on designated user roles)

  • Audible Chime (web browser noises to emphasize activities taking place i.e.: visitor check-in)

If an InformaCast provider is linked up to your Visitor Aware account, all scenario-related notifications will be pushed out to the designated distribution group and will not use Visitor Aware's SMS/email notifications. Any notifications that are not included in the InformaCast integration will still be sent from Visitor Aware.

Please Note: If Family Reunification is being used, please make sure mobile numbers and email addresses are accurate for each Visitor Aware user account. This information will be used to push out SMS/email notifications when triggering a Family Reunification event - these notifications are not pushed through InformaCast by design.


InformaCast Fusion Integration:

After linking up the integration on the InformaCast Settings page, towards the bottom, you canenable scenarios that will map to the selected distribution list within InformaCast. Below are the scenarios with corresponding events where notifications will be sent out via the designated distribution group.

Visitor Notifications

  • Checked in visitor SMS notifications: visitors who provide their mobile number upon check-in will be subscribed to the anonymous contact distribution list while they are checked in. This can be used to push out generalized messages, drill-related messages/notifications, or live incident notifications on where to seek safety.

Incident Scenario

  • Public volunteer application: When applicant fails security checks

  • Banned visitor entry attempt

  • Court order exists but access is granted and visitor enters

  • Court order exists; access is denied and the visitor attempts entry

  • Sex offender entry attempt

  • Watchlist (FBI or Interpol) match entry attempt

  • Unauthorized student sign out attempt

Drill Scenario

  • Drill started (This includes any automation that has been configured in the InformaCast drill scenario)

Emergency Scenario

  • Emergency activated (This includes any automation that has been configured in the InformaCast emergency scenario)


5. Internal protocols

It's entirely possible that each location will have different internal protocols to follow depending on the level of security being enforced and the physical building layout itself. Make sure to have a plan in place and to properly educate/train staff accordingly. Internal protocols should be determined by each location for the following flagged visitor scenarios:

  • National Sex Offender

  • Watchlist (FBI or Interpol)

  • Court Order

  • Explicit Ban

This would be a great time to make sure all Incident Response Plans (IRP) are up-to-date and all staff are properly educated and trained on the associated protocols as well. IRP documentation can be sent out via InformaCast Fusion for the associated incident, and Action Plans can be made available within the Family Reunification section of Visitor Aware.

When possible, InformaCast Fusion's emergency mass notification platform should be used to help automate processes that need to  happen, should an incident occur - this is a separate product that is also available through Singlewire.


6. Implementation variations

It is important to cater your Visitor Aware implementation to what is available at your location taking into consideration the building's physical layout, hardware capabilities, and desired level of security. Please refer to section 1 for more information regarding this.

Since Visitor Aware is a location based subscription, feel free to implement any number of the various types of kiosks to satisfy your Visitor Management goals.


7. Staff training

Singlewire offers several options for training your staff:

  1. Professional Services package
    1. Train the trainer
    2. Personalized group training
  2. Helpdesk material

A Professional Services package can be purchased to help with the implementation process and training of your staff. These packages range in price depending on the level of training you'd like to receive on the Visitor Aware product. The "Train the trainer" model provides a training session for key staff members who will be training the rest of the site/location staff. This meeting is recorded and shared with you to assist with your training procedures. A more personalized group training can be provided for an additional cost.

Helpdesk articles are always available and accessible to all users. Some of the article subjects include:

  • Implementation guides

  • Operator guides

  • Tutorials

  • Customization options

  • Building signage

  • FAQ

Front desk staff will have access to a "Getting Started" article that will help them quickly get up to speed and remember what to do when they arrive at work for the day. Be sure to share the correct version that corresponds to the associated implementation method/kiosk setup that they'll be using.