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Case Study: Meet The Emergency Response Team – Rachel

• Written by Rebecca

Meet our Emergency Response Team in this special Case Study.  Today we are speaking to Rachel, who is one of the many emergency call handlers who provide support and assistance when your red button Lifeline Alarm is activated. We asked Rachel a few questions about working in our Response Team, to let you get to know the people behind the phone.

Profile:

Name: Rachel
Star Sign: Cancer
Favourite Colour: Grey
Last book you read: Emma and Jane Austen
Hobbies: Flower arranging, woodwork, spending time with my family
Favourite Quote: ‘When you can’t find the sunshine, be the sunshine’


You’ve got a very important job, Rachel. Why did you chose to work in an Emergency Call Centre?

“I wanted to make a positive difference to people’s lives.”

What do you find the most rewarding part of the job?

“Giving our customers the confidence and reassurance to be able to live independently.”

Some calls must be quite hard. What do you find the most difficult aspect?

“Hearing about the different illnesses our customers suffer from, and the awful impacts those illnesses have on their day to day lives.”

Have you had a particular call that really stood out to you?

“I had an elderly gentleman call, very distressed and in a lot of pain. I instantly called him an ambulance as knew this was very serious, I then called his family, who quickly made their way to him. We later found out that the gentleman had suffered from a heart attack. His family called back and thanked me for working so quickly to ensure everyone that could help him or be with him were.”

How do you feel the Lifeline alarm helps people?

“It gives people confidence that someone is always available to help them day or night. For many of our customers night-time can be very daunting and they often feel alone. Our alarms take that feeling away, as there is always someone on the other end of the line, if needed. Our alarm also reassures families and provides them with peace of mind.”

Do you have any advice for someone who is thinking about purchasing an alarm?

“Research the company, it is important that you understand everything the service can provide you with. We provide 24/7 support, and have a range of products which can be worn all the time, as well as in the shower and garden. Most of our clients are very glad of their alarms even if they weren’t overly keen on getting one initially.”

How long have you worked in an emergency response team?

“Just over three and a half years. I have always worked in customer facing roles and enjoy talking to the older members of our community. I’m a very patient personal and naturally calm, I find these qualities really help when reassuring our clients. I enjoy problem solving and have a good understanding of older and disabled clients needs and also an indepth understanding of our alarm equipment. I am always keen to improve my knowledge of the industry and how we can continue to use the developing technology to further benefit our customers.”

What would you say to others who are considering taking up the career?

“I would recommend this job to anyone who is friendly and patient and is able to remain calm and positive in sometimes challenging situations. The job satisfaction is amazing and very rewarding. It is a great feeling being able to support our clients to live independently for longer.”

The Lifeline Alarm Case Study

We hope you enjoyed the third edition of Meet the Emergency Response Team.  If you would like more information about our personal alarms you can get in touch with our sales team seven days a week. You can get in touch with them over the phone on on 0800 999 0400 or via email to info@lifeline24.co.uk. Alternatively, if you would like to place an order you can do so via our website.

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