Work prioritisation

Purpose           

This procedure describes the priority order to be given to work by Careline Officers.

Responsibility

All staff

Process

Staff should apply the following order of priority to work:

1. All emergency call outs

• Silent call i.e. no response especially those with multiple activations.
• Fall where customer remains on the floor.
• Any call to which the emergency services have already been summoned.
• Fire panel or smoke alarm activation, especially where multiple activations have taken place.
• Lift alarm activation, especially where multiple activations.
• Reports of burglary, violence or abuse of any kind.
• All other alarm system calls.

1. Completion of records and reports in respect of call outs, including referrals to other agencies and notes to guide staff to the location.
2. Processing of customer information from the contact centre, including checking of that information.
3. Other administration work.