Preparing for a call out & key procedure

Purpose

This procedure describes the actions to be taken by a Careline Officer responding to a request for an emergency visit to a customer’s home. Additionally it describes the procedure for using customer’s keys from the key room in the control centre.

Responsibility

All staff

Process

Print out the customer details, including directions on how to get to their property. If possible check the database for any warnings or special instructions on the customer’s record.

Each sheltered scheme has its own key code system for security purposes. Therefore it will be necessary to check the customer key code if this has not already been passed over by the contact centre.

Staff should ensure that they have the following:

• Keys to the property
• Emergency mobile and back up mobile
• Staff ID
• Gloves
• Call log sheets & pen
• Lifting aids (Mangar / Raizer / First Aid kits / Defibrillator)

Key Procedure

Before the visit customer or scheme keys must be ‘signed out’ by signing the key book. A second member of staff must witness this procedure.  This is to ensure the security of the keys held by Careline.

Keys for the customers in sheltered schemes are held within the schemes. The exact location of the key safes will vary. The customer key codes will vary from scheme to scheme however there are a few schemes that have master keys that will open every door.

On returning from the visit the keys must be returned immediately to the key room and the key book updated with the time of return.

If keys have unwittingly been retained by a staff member who is no longer on duty, it is the responsibility of that staff member on being alerted to or finding that they have the keys in their possession they must be returned immediately to the control centre.

Staff should endeavour to trace any keys identified as missing. Where all lines of enquiry have been investigated without success staff should inform a member of the management team.

Lost or Stolen Keys

Once a member of the management team has been notified of a loss of keys, a visit to the customer or their contact will be arranged to explain the situation. Keys will be replaced at no cost to the customer.