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Case Study: Meet Our Lifeline Response Team - Cara

• Written by Roshan


Meet our Lifeline Response Team in this special Case Study. Today we are speaking to Cara, who is one of the many call handlers who answer your alarm calls and get you the assistance you need. We asked Cara a few questions about working in our Lifeline Response Team to give you a look at who is on the other end of the alarm.


Name: Cara
Favourite Musician: Travis Scott
Last thing you watched: Game of Thrones
Favourite Place: Thailand – went there for 2 weeks and it is the best holiday I’ve ever been on. So much culture and beautiful weather.

Being a Lifeline Emergency Call Handler, you have to adapt to different situations on a daily basis. Why did you decide to do this job?

I decided to do this job because I wanted to feel like I was in a career that was making a difference and helping peoples lives. I wanted to make a difference and being a part of the Lifeline Response Team is a small way but my way of being able to do it.

How do you feel the Lifeline service helps people?

It helps them when they’re in situations of panic or unable to call for help, so they press the button and we ensure the help is there for them. Also, it gives them peace of mind that help is only a press away.

Have you any advice for someone considering a Lifeline alarm?

It can provide you and your family with peace of mind, without question. And I would also say to not worry about bothering us because no matter what the issue or help that is needed, we are happy to help.

You speak to a wide variety of people every day in the Lifeline Response Team, how do you adapt to each call?

We adapt to each call by having an amazing Lifeline Response Team that support one another and help one another out if we’ve had a particularly difficult or upsetting call. We work as a team to ensure we can give the best support to one another so that we are able to provide the best level of care to our alarm users.

What is the best part of what you do?

The best part of the job is when we realise what we do actually saves lives. We get a lot of no response activations which means they press the alarm and we get no answer. The way we process that is we always make sure someone goes to check on them as it’s a concern for welfare. Due to this protocol we follow we have saved many lives and it always makes me realise how much of a difference the protocols and what we do makes.

What do you think is important for people to know about your job?

In the Lifeline Response Team we are happy to help no matter what the problem is. We will try our best to get the help that is required. We’re empathetic and our job has a lot of responsibility for the safety of others lives which then involves pressure and stress to which we have to maintain and control to not affect our abilities to save lives. We can provide and access the appropriate care needed to each individual situation.

Help us, help the UK…

If you or anyone you know may be facing self-isolation alone during the COVID-19 outbreak, please refer to our service to ensure that you or they are not alone and can get help if needed. We are all in this together and please stay safe!

We have reduced the prices of our alarm plans to assist during this time. For more information about our various plans and pendant alarms, visit here or call our Customer Service Team on 0800 999 0400 today.

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