Adult Social Care
Practice Guide
Step 1: Referral Step 1: Referral In order to make a referral practitioners will first need to: identify an outcome for assistive technology have a conversation about what is available and the costs with the person with care and support needs (and/or their family/carer as appropriate) to agree su…
Step 2: Assessment and Installation Step 2: Assessment and Installation In most cases, when Careline attends a person's home to carry out an assessment for assistive technology, they will do the installation on the same day. At the assessment, Careline will: seek to understand the person, their h…
Step 3: Monitoring and Response and Cost Step 3: Monitoring and Response and Cost Once assistive technology is installed, Careline will monitor the alarms 24/7 (unless other arrangements have been put in place). If an alarm is triggered, Careline’s response will depend on what service the perso…
Step 4: Maintenance and Review Step 4: Maintenance and Review Careline will ensure that the assistive technology people have is maintained: Reactive maintenance will ensure that people get replacement equipment if there is a low battery or other issue. People will be asked to test their equipment…
Step 5: Change in Circumstances/Ending the Service Step 5: Change in Circumstances/Ending the Service To make changes or stop the Careline service, the person should telephone Careline. If this is not possible then a practitioner, carer or family member may contact Careline instead. Practitioners…
Completing the benefits section: reduce, avoid, prevent, none Completing the benefits section: reduce, avoid, prevent, none Assistive technology can have lots of benefits, including personalised solutions, greater choice and control, increased safety and independence, support for carers and bette…
Just Checking activity assessment tool Just Checking activity assessment tool Just Checking is a system that uses technology to monitor a person's activities at home to ensure they are safe. The system supports people to remain independent and live at home. It can be used for many purposes, such…
Zoom guides Zoom guides Camden Disability Action have developed guides for residents using Zoom. Downloading and signing up to Zoom Joining a Zoom meeting by ID and password Joining a Zoom meeting by email You can also find useful information for working with Deaf users on Zoom on the Deaf/Hard…
Oysta Devices – hospital discharge Oysta Devices – hospital discharge Oysta devices, provided by Careline, are for use within the hospital discharge pathway. The Oysta devices can be activated remotely by Careline, so no home installation is required. Therefore, they can be ready to use whilst a…
Guidance for Specialist and Community Equipment in Care Homes Guidance for Specialist and Community Equipment in Care Homes In addition to community equipment that is loaned from the Integrated Community Equipment Scheme (ICES), care homes have their own range of general equipment. Guidance has b…
AT, OT, and Equipment Quick guidance regarding Occupational Therapy for social care practitioners. Occupational therapy provides support to people whose health prevents them doing the activities that matter to them . An occupational therapist can identify strengths and difficulties you may have in…
Occupational Therapy is about supporting people with a wide range of conditions to manage daily activities and live independently; most commonly those who have difficulties due to a long-term physical health condition, mental health illness, or learning disability. Occupational therapists look at…
Occupational Therapy complete person-centred assessments which look at a person’s function, their ability to participate in every-day activities and how their environment impacts on this. Areas needing support are identified, and a plan is made to improve independence, drawing on a person’s own s…
There are different types of equipment, adaptations, and assistive technology that Occupational Therapy can provide to support people to live more independently at home and enable them to continue to access the local community. How Occupational Therapy may support people include: Provision of equ…
To request support from Occupational Therapy please contact Adult Social Care and speak with the Front Door Duty Team, below is the Front Door Duty team contact details and they can also provide more information on a referral: Telephone 020 7974 4444 (Front Door Duty Team), out of hours phone: 02…
The Care Act 2014 places a duty on local authorities to offer an assessment to any adult or carer with an appearance or need of support, involving any individual that the person being assessed identifies. An adult or carer may require support to be fully involved in the assessment and an advocate…
Careline Operations Manual
Careline Operations Manual Here you will find the different types of referrals and services Careline provide. For more information on Careline please visit their website here.
Gold Service Gold Service: Purpose This procedure describes the Gold Service where Careline monitor and respond to customers. Each customer must have agreed to: Provide Careline with a full set of keys and/ or fobs in order to access their property from street level. Careline assisting with getti…
Silver Service Silver Service: Purpose This procedure describes the Silver Service where Careline monitor and contacts respond. There must be at least three nominated contacts who have signed an agreement to assist in the event of an emergency. Each contact must have agreed to: Be contactable on…
Receiving customer information Receiving customer information Purpose This procedure describes the actions to be taken upon receipt of customer information from London Borough of Camden (LBC) Sheltered Housing Managers, Registered Social Landlords (RSLs) and other customer pathways. Responsibilit…
Establishing customer account Establishing customer account Purpose This procedure describes the actions to be taken to establish customer records and accounts. Responsibility All staff Process All dispersed customers of the service must be on MOSAIC so that the Council’s Finance department can r…
New customer referral New customer referral Purpose This procedure describes the actions to be taken upon receipt of new customer referrals from internal professionals (within the council), external professionals and the general public, including phone calls requesting a demonstration/installatio…
Updating the call out database Updating the call out database Purpose This procedure describes the actions to be taken to update the call out database. Responsibility All staff Process The call out database contains details of all visits that have been requested and those attended by the Response…
Record keeping (emergency visits) Record keeping (emergency visits) Purpose This procedure describes the actions to be taken by a Careline Officer to record details of emergency visits to customers. Responsibility All staff Process Details of all assigned mobilisations and emergency visits must…
Work prioritisation 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: All emergency call outs Silent call i.e. no response especially those…
Shift handover & Change of key responsibilities Shift handover & Change of key responsibilities Purpose This procedure describes the actions to be taken at shift handover. Responsibility All staff Process The outgoing shift should ensure that all information in respect of: Outstanding call outs.…
Customer Care administration procedure Customer Care administration procedure Purpose In order to improve the quality of life for those in Camden who are already using our service, Customer Care is vital. It is important to recognise that in dealing with the public we have a duty to behave in a m…
Email general use procedure Email general use procedure Purpose This procedure describes the actions to be taken when dealing with the variety of emails received into the Careline Admin Folder on outlook and on MOSAIC. Responsibility All staff Process Referral Forms Forms are checked to: Ensure t…
Telephone procedure Telephone Procedure Purpose This procedure outlines the level of service that staff should offer our customers (internal and external) when answering the phone. Responsibility All staff Process All phone calls to the Careline Control Centre office must be answered ideally with…
Preparing for a call out & key procedure 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 f…
Domestic Violence/Racial Harassment referrals Domestic Violence/Racial Harassment referrals Purpose This procedure describes the actions to be taken in the event of any known Domestic violence and /racial harassment referrals Responsible All Staff Process The Sheltered Estate Management Team and…
Careline Operations Manual Here you will find the different types of assessments and installations Careline provide. For more information on Careline please visit their website here.
Assessing customer or premises as a risk Assessing customer or premises as a risk Purpose This procedure provides guidance to staff on assessment of risk posed to individuals by the customer, those living with the customer and the physical environment of their premises. Responsibility All staff P…
Management and Protection of customer information in the field Management and Protection of customer information in the field Purpose This procedure describes the actions to be taken to protect customer information held by Staff working away from the operating base. Responsibility All staff Proce…
Liaison with sheltered housing staff & other agencies Liaison with sheltered housing staff & other agencies Purpose This procedure describes the actions to be taken to by a Careline Officer to liaise with sheltered housing staff on schemes that Careline visit. There may also be occasions where th…
Careline Operations Manual For more information on Careline please visit their website here.
Call out procedure 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 The Response Officer should take details of the customer’…
Parking during a call out Parking during a call out Purpose This procedure describes the actions to be taken by a Careline Officer to park in an appropriate manner during an assignment. Responsibility All staff Process Staff should seek to park as close to the customer’s premises as is possible.…
Notifying of your arrival to a customer's residence (emergency visits) 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…
Establishing staff identity and purpose of visit Establishing staff identity and purpose of visit Purpose This procedure describes the actions to be taken by staff on arrival at a customer’s premises. Responsibility All staff Process Scheduled Visits For all scheduled visits, staff should seek to…
Confirming staff credentials procedure Confirming staff credentials procedure Purpose This procedure describes the steps that Staff seeking access to an individual’s premises should take to enable their identity to be confirmed. Responsibility All staff Process Any customer wishing to confirm the…
Entering the customer's premises (emergency visits) Entering the customer's premises (emergency visits) Purpose This procedure describes the actions to be taken by Response Officers to obtain access to a customer’s premises when on an emergency visit. Responsibility Response Officers Process When…
Attending a silent call procedure 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 abo…
Checking the health and well-being of a customer Checking the health and well-being of a customer Purpose This procedure describes the actions to be taken to check the health and well-being of a customer on an emergency visit. Responsibility Response Officers Process Response Officers should use…
Calling the emergency services procedure Calling the emergency services procedure Purpose This procedure describes the actions to be taken to call the emergency services to a customer’s home. Responsibility All Staff Process Staff onsite should phone for the emergency services themselves to avoid…
Leaving a customer's premises (emergency visits) Leaving a customer's premises (emergency visits) Purpose This procedure describes the actions to be taken to notify the Contact Centre of the Response Officers departure from the customer’s premises where they are the last to leave the property fol…
Collection and returns of keys Collection and returns of keys Purpose This procedure describes the actions to be taken to access and return keys stored in a customer’s key safe. Plus those held securely at the Careline Control Centre required for use on emergency and scheduled visits. Responsibil…
Accessing scheme keys Accessing scheme keys Purpose This procedure describes how keys for LBC and RSL sheltered properties can be accessed without staff having to return to the contact centre. Responsibility All staff Process The contact centre will advise staff of the resident’s name, ID number,…
Completion of a call out procedure Completion of a call out procedure Purpose This procedure describes the actions to be taken by staff to complete a call out. Responsibility All staff Process Staff should try to complete their notes of the visit on the job sheet as soon as possible. Record the…