Call out procedure

Purpose

This procedure describes the actions to be taken by a Response Officer when receiving a request from Careline to attend a customer on an emergency visit.

Responsibility

Response Officer

Process

1. The Response Officer should take details of the customer’s ID or scheme reference number, name, address, post code and phone number. (Customer recorded to be printed prior to visit.)
2. If there is a second call out to a client the Response Officer should be informed and the Control Centre will prepare the customer details and keys for the Response Officer to collect when they are free. The Control Centre should provide information about the incident:

• The customer’s alarm (i.e. whether call from pendant/unit or sensor).
• ID or scheme reference number, name & address
• Circumstances of the call, (faller, no response etc.) and relevant medical information
• Whether key holders or others will be in attendance
• Any recorded risk information associated with the customer and
• Whether the responder will be required to obtain a key from the customer’s key safe.
• If on a scheme the key code number should also be given where applicable.

1. Where a Response Officer will be required to use a door entry system or operate a key safe, they should obtain all necessary information from the Control Centre, e.g. code and location.
2. The Response Officer should record all of the above information, with the exception of the code, on to a call log sheet.
3. Where the alarm call is as a result of an automated sensor, a fault indication or in response to certain circumstances such as no voice contact (no response) and burglary or assault, the Response Officer should clarify certain details including of the sensor type and location, the number of activations, whether voice contact was made with the customer and if any assistance already mobilised to the customer (e.g. emergency services in the case of burglary or assault)
4. Once the Response Officer has all of the information that they require they should proceed to the incident.