In this special series we take a closer look at our 24/7 Emergency Response Team. Today, we speak to Adele, the Operations Manager for the team. She oversees our emergency call handlers who provide support and assistance when your red button Lifeline Alarm is activated.
We asked Adele a few questions about working in our Response Team. We hope this helps you get to know the people behind the phone.
Star Sign: Taurus.
Favourite Colour: Blue.
Last book you read: The Walking Dead - Rise of the Governor.
Hobbies: Reading, Puzzle Solving and Squash.
Favourite Quote: ‘You only live once, if you do it right, once is enough.’
You've got a very important job, Adele. Why did you choose to work in an Emergency Call Centre?
"For me, it was a once in a lifetime opportunity to use my specialist skills to help set up a brand-new centre, which is bench marked at exceeding sector standards."
What do you find the most rewarding part of the job?
"It has to be the fact that we are enabling people to stay in their own environment for as long as it is safe to do so."
Some calls must be quite hard. What do you find the most difficult aspect?
"It is always challenging speaking to a customer who is clearly suffering or in pain. We just have to remain calm and do our job, which ultimately, is getting them the help, they need as quickly as possible."
Have you had a particular call that really stood out to you?
"You always have calls or incidences that stand out. A lady pressed her button as she had fallen outside and couldn’t get back up. I called both her emergency contacts and the ambulance. It was a cold day, and I remember being very worried that she would get very cold whilst help was on the way. Luckily, her emergency contacts arrived before the paramedics and were able to get blankets to warm her up."
How do you feel the Lifeline alarm helps people?
"It makes people feel safe. This is important for everybody, especially the elderly."
Do you have any advice for someone who is thinking about purchasing an alarm?
"You just need to do it. It’s like an insurance policy. You pay weekly for the service. Everyone uses their button at some point for something."
How long have you worked in an emergency response team?
"10 years. I started as a call handler as it is the role I fell in to after my first child. Before I worked in retail management, running a team. I am a naturally quick learner, technically minded and a logistic thinker, which allows me to quickly weigh up risks and make quick decisions."
What would you say to others who are considering taking up the career?
"Every day you make a difference to someone's life. Specialists in this business are sought after talent."
The Lifeline Alarm Case Study
We hope you enjoyed the first edition of this Emergency Response Team series. You can learn more about this team by reading our dedicated page. For information about our personal alarm system, please call 0800 999 0400 and speak to a member of our customer service team. They'll be more than happy to answer any questions.