Adult Social Care
Practice Guide
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…
Changed lock procedure Changed lock procedure Purpose This procedure describes the actions to be taken where forced entry has resulted in a change to a lock at a customer’s premises and the customer is not present to receive the key. Responsibility All staff Process Accepting replacement keys In…
Breakage and damage to a customer's property Breakage and damage to a customer's property Purpose This procedure describes the actions to manage an incident in which a customer’s property is broken or damaged. Responsibility All staff Process In the event of customer property being damaged or br…
Careline Operations Manual For more information on Careline please visit their website here.
Carbon monoxide (CO) incidents Carbon monoxide (CO) incidents Purpose This procedure describes the actions to be taken by staff called to premises following activation of a carbon monoxide sensor or where there are other grounds to believe that carbon monoxide might be involved. Responsibility Al…
Flood detector incidents Flood detector incidents Purpose This procedure describes the actions to be taken by staff called to a premises following the activation of a flood detector sensor. Responsibility All staff Process Staff should seek to obtain normal admission before using a key. If they…
Property exit sensors Property exit sensors Purpose This procedure describes the actions to be taken by staff called to a premises following the activation of a property exit sensor. Responsibility All staff Process Prior to departure, the Response Officer should have clarified details in respec…
Mains failure alerts Mains failure alerts Purpose This procedure describes the actions to be taken by a Careline Officer in response to a mains failure alert sent by an alarm unit. Responsibility All staff Process Alarm units are designed to signal the disconnection of the main connection locally…
Careline Operations Manual For more information on any changes in circumstances or ending a service with Careline please see below For more information on Careline please visit their website here.
Customer refusing support Customer refusing support Purpose This procedure is for the guidance of those staff undertaking visits to customer’s homes. It describes the actions to be taken by staff in the event that circumstances arise which result in the customer having an urgent need for support…
Overruling a customers wishes Overruling a customers wishes Purpose This procedure describes the actions to be taken in the event that it is necessary to overrule the expressed wishes of a customer. Responsibility All staff Process The procedure should only apply in those infrequent circumstances…
Managing customer emergencies Managing customer emergencies Purpose This procedure describes the actions to be taken by a Careline Officer encountering an emergency situation in a customer’s home. Responsibility All staff Process Externally visible emergency An externally visible emergency is one…
Key problems Key problems Purpose This procedure describes the actions to be taken by a Response Officer when encountering problems in accessing or using a customer’s key. Responsibility Response Officer Process No key in customer’s key safe If the Response Officer opens the customer’s key safe a…
Arranging a forced entry Arranging a forced entry Purpose This procedure describes the actions to be taken by a Careline Officer to arrange forced entry to a customer’s premises. Responsibility All staff Process Actions prior to making a request for forced entry Staff must first try to obtain un…
Attending a burglary or assault Attending a burglary or assault Purpose This procedure describes the actions to be taken by staff called to premises where an individual has been the victim of actual or attempted burglary or assault. Or staff may have been called to a customer’s home for another r…
Customer is asleep procedure Customer is asleep procedure Purpose This procedure describes the actions to be taken by staff called to premises that when they arrive they discover that the customer is asleep. Responsibility All staff Process If staff obtain entry and discover the customer is aslee…
Customer on the floor procedure Customer on the floor procedure Purpose This procedure describes the actions to be taken by staff called to attend a customer who is on the floor, probably as a result of a fall. Responsibility All staff Process At all times, staff should be mindful of the procedur…
Death of a customer Death of a customer Purpose This procedure describes the actions to be taken in the event of the death of a customer. Responsibility All staff Process If the customer is already dead: Where staff arrive at the premises and the customer is already dead and no one else is presen…
Customer seriously ill Customer seriously ill Purpose This procedure describes the actions to be taken by staff in the event of encountering a customer who is seriously ill. Responsibility All staff Process Where staff arrive at the premises and only the customer is present, they should: If the c…
Customer seriously injured Customer seriously injured Purpose This procedure describes the actions to be taken by a Careline Officer when encountering a customer who is seriously injured. Responsibility All staff Process Where staff arrive at the premises and only the customer is present, they sh…
Closure of customer account & unclaimed keys Closure of customer account & unclaimed keys Purpose This procedure describes the actions to be taken to close the account for an individual customer. Plus the process for retaining any unclaimed keys at the end of the contract. Responsibility All staf…
Assistive Technology Pathway Overview Summary 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 on a monthly basis. Careline will review high volume callers on a regular basis to check whet…
Careline Operations Manual For more information on the practitioner guidance please see here For more information on Careline please visit their website here.
Referring to Adult Social Care Referring to Adult Social Care Purpose This procedure describes the actions to be taken by staff to refer a customer to the Adult Social Care (ASC). Responsibility All staff Process While staff on site with the customer - urgent circumstances If the customer require…
Camden Assistive Technology Practitioner Referral Pathway Camden Assistive Technology Practitioner Referral Pathway Purpose The objective of the Assistive Technology Pathways is to support people in Camden to live safer, more independent and better supported lives, whilst also improving the overa…
Pre Referral Engagement and Approvals Guidance describing the risks and outcomes that practitioners should be looking for in relation to AT can be found in Appendix One: Identifying Opportunities for AT. When considering AT, the following points should be considered prior to making a referral: P…
Referrals Summary Practitioners identify an outcome for assistive technology and have a conversation about what is available and the costs with the person with care and support needs (and their family /carer as appropriate) to agree support for a referral to be made. Practitioner completes and su…
Assesment and Installation Summary At the appointment Careline will seek to understand the person with care and support needs, their home environment and their care and support arrangements. Careline will propose a suitable AT solution that can be discussed and demonstrated to the person and thei…
Change in Circumstances/Ending the service Summary 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 should notify Careline if they become aware that t…
Appendix One: Identifying AT Referral Opportunities When practitioners may refer for AT: Practitioners in social care and health teams in Camden may identify opportunities to refer for assistive technology through any of the following activities: Initial contact with social services through Acces…
Appendix Two: Minimum Service Requirements, Eligibility and Charging Minimum Service Requirements: The Requirement The Exception Plug socket for equipment None Spare keys for the responding service Or have 3+ local contacts able to respond within a reasonable time and /or a live-in carer Phone li…
Appendix Three: Careline Referrals and 3 Conversations This section of the guidance sets out expectations of who should refer and how, linked to Camden’s approach to 3 Conversations: Careline Referral Options aligned to 3 Conversations: Referral Route Conversation One Conversation Two Conversatio…
Appendix Four: Assistive Technology and Measuring Financial Benefits The pathway includes activity to estimate and then verify the financial benefits of using Assistive Technology so that evidence can be collected to demonstrate: Efficacy of Assistive Technology Return on investment in Careline C…