Notifying of your arrival to a customer's residence (emergency visits)

Purpose

This procedure describes the actions to be taken to notify the Contact Centre of the Response Officer’s arrival at the customer’s premises when on an emergency visit.

Responsibility

Response Officers

Process

If the Response Officers encounter any difficulties in obtaining access to the customer’s premises, they should call the Contact Centre.

As soon as the Response Officer gains access to the customer’s premises, they should:

1. Announce their arrival to the customer.
2. Activate the alarm system by pulling a pull cord or pressing the unit button.

NB: If the alarm system is already activated, the Response Officer should announce their presence to the Call Operative via the alarm system.

• Once the alarm call has been answered, the Response Officer should notify the Call Operative that they are on site with the customer.
• The Response Officer should record their time of arrival to the site on the call log sheet.