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Case Study: Meet Our Lifeline Response Team - Carol

• Written by Roshan


Meet our Lifeline Response Team in this special Case Study. Today we are speaking to Carol, who is one of the many call handlers who answer your alarm calls and get you the assistance you need. We asked Carol 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: Carol
Favourite Musician: Too many to choose! I love music and all genres, from country to classical, from rock to jazz but too many amazing musicians to choose from.
Last thing you watched: Ben Fogle New Lives in the Wild - love documentaries and particularly documentaries about wildlife and the countryside.
Favourite Place: Canada - love the openness and beautiful scenery! Also, more locally, I love the Norfolk coastline!

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 love knowing that I am able to help people. You never know what type of call you are going to receive next, whether it is a serious medical emergency, some other assistance needed or simply a mistake call. I love the idea that people are able to live independently in their own homes with the reassurance that people are at the end of the line to help if they need it.

How do you feel the Lifeline service helps people?

It allows people to live independent lives in their own surroundings, knowing that help is at hand if needed.

Have you any advice for someone considering a Lifeline alarm?

I would highly recommend! It is such an amazing service that gives so much reassurance. We are always here 24 hours a day to help in any way we can.

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

I treat each call as a fresh call as I never know what help is going to be needed at the end of the line. Every person has different needs and I adapt to those needs to help the individual in the best way that I can.

What is the best part of what you do?

Knowing that I am providing a service that helps people live independent happy lives!

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

It encompasses many aspects and is very fast paced and rewarding. Each call is different and you never know what calls will come through next. It is a pleasure to be part of a team that provides this exceptional service to individuals.

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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