Attending a silent call procedure

Purpose

This procedure describes the actions to be taken by a Response Officer when attending a silent (no response) call. The health, safety, dignity and well-being of Careline customers are paramount. If there is any doubt about the nature of an incoming call, a visit must be made – ‘If in doubt go out’.

If a decision is made by both Response Officers that a visit is not required they must record on Jontek the reason(s) why a visit was not required. The contact centre must be updated with the reason why a visit was not made. If one team member feels that the customer should be visited then their colleague must support that decision.

Responsibility

Response Officers

Process

In the event of a silent call there is always a risk that the call has arisen as a result of equipment malfunction or accidental customer operation while leaving the home.

1. Staff should first try to seek obtain entry by:

• Ringing the door bell (or similar)
• Shouting through the letter box.
• Calling the customer on their telephone number.

1. If the customer responds to these attempts the Response Officer should introduce themselves and explain the purpose of their visit.  
2. Please see - Entering the customer’s premises
3. If the customer does not respond to the attempts to obtain access, the Response Officer should:

• Seek to identify whether the customer is in their garden where applicable
• Seek to identify whether the customer is visible through the windows, where external windows are safely accessible.

If the customer is visible and cannot be summoned or appears to be in need of assistance, the Careline Officer should:

• Access the key safe and enter the property to render assistance. (If available use the keys supplied to Careline for the property.)
• Where there are no keys (in key safe) or where the locks have been changed i.e. the keys held by Careline no longer work. Check whether any of the accessible windows or doors are open or unlocked.
• Update the Control Centre on what has been discovered and discuss the need for an urgent forced entry.

Please see - Arranging a forced entry

1. If the customer is not visible and the mobile Response Officer has access to a key to the premises, if the officer is working alone they should identify whether a suitable witness is available to accompany them into the home e.g. a neighbour.
2. The mobile Response Officer should report the situation to the Contact Centre prior to approaching a witness. The decision made should take into account the:
   • Residential environment
   • Time of day
   • Likelihood of finding a suitable witness
   • Risks to the staff member concerned.
3. When responding with another team member or in the event of there not being a suitable witness available then entry should be made using the key.  
4. Please see - Notifying of your arrival at a customer’s residence
5. If on entering the customer’s premises and checking all of the rooms, garden, garage and/or sheds, it is discovered that no one is at home. You must notify the Contact Centre and re-secure the property.
6. If the customer is not visible and the Careline Officer does not have access to a key to the premises, staff should:
7. Update the Contact Centre and request that the call operative checks that:

• The customer name and address are both correct.
• The PNC notes do not contain any relevant information.
• No local key holder is contactable.

Whilst the Response Officers check:

• That none of the doors are unlocked
• That none of the accessible windows are open.
• If neighbour/s have any useful information.

Once these checks have been done then the Response Officer should call back the Contact Centre and request a forced entry.