In this special series, we take a closer look at our 24/7 Emergency Response Team. Today, we are speaking to Jordan, our team leader. Jordan works closely with Adele to help oversee our emergency call handlers, who provide support and assistance when your red button Lifeline Alarm is activated.
We asked Jordan a few questions about working in our Response Team. We hope this helps you get to know the people behind the phone.
Name: Jordan Farrell
Star Sign: Aquarius
Favourite Colour: Pink
Last book you read: The Keeper of Lost Things
Hobbies: Cake decorating and spending time with family and friends
Favourite Quote: ‘If you can dream it, you can do it.’
You've got a very important job, Jordan. Why did you choose to work in an Emergency Call Centre?
‘I’ve worked in a few inbound and outbound call centre environments, which often don’t provide much job satisfaction. However, when I first became an emergency response call handler, I fell in love with the role immediately. I loved the feeling that I was really helping people to live independent lives and could provide support at their times of need.
What do you find the most rewarding part of the job?
‘As the team leader for the care team, I enjoy using my experience as a call handler to help people within the team develop and progress within their roles, and ultimately provide a higher standard of service for our customers.’
Some calls must be quite hard. What do you find the most difficult aspect?
‘It can be very difficult to call the emergency contacts, particularly close family members to let them know what has happened. It is crucial to stay calm and deliver information. However there are a lot of emotions involved, so it is sometimes very challenging.’
Have you had a particular call that really stood out to you?
‘A young child pressed their mother's alarm, as she wouldn’t wake up. I very quickly checked the customer's notes and realised that the child's mother had epilepsy. We then arranged the help the mother needed, whilst providing reassurance to the very brave child. This is when I realised how important having an alarm really is.’
How do you feel the Lifeline alarm helps people?
‘It provides reassurance for the customer wearing the alarm and for the customers family. The best part is that our customers can stay in their own homes, knowing that help will be arranged for them if they ever need it.’
Do you have any advice for someone who is thinking about purchasing an alarm?
‘Make sure you wear it and don’t keep it tucked away in a drawer somewhere. Regular testing is important so that you are comfortable pressing the button and know what to expect when you call us.’
How long have you worked in an emergency response team?
‘I’ve been in the industry for 2 years and 4 months! I don’t see myself leaving the industry any time soon, as I have a real passion for what I do. New technology is also being developed and released, which really aids the alarm service. This is a massive positive as assists us in the work we do.’
What would you say to others who are considering taking up the career?
‘If you are looking for something which provides job satisfaction knowing you are making a difference then this job is perfect.’
The Lifeline Alarm Case Study
We hope you enjoyed this edition of the 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.