Service details for Conwy Careline

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1 Service details for Conwy Careline Lifeline social alarm service Our Charter Mark award winning team of friendly and experienced Emergency Response Officers staff the control centre answering calls from community alarms that they have installed in homes in Conwy County. They also answer calls from sheltered housing tenants in Denbighshire plus a number of Registered Social Landlords including Clwyd Alyn, North Wales Housing, Cymdeithas Tai Clwyd and others who may be in need of assistance. Many people with community alarms fitted in their homes are retired people who lead active lives but seek the reassurance that this fast response service provides. For customers of any age who are disabled, infirm, or just feeling vulnerable their community alarm can literally be a lifeline. Once the alarm is activated through to the Control centre an officer will talk to the individual to find out what assistance is required. Conwy Careline will contact friends and family in an emergency, call the doctor or emergency services and provide reassurance whilst help is on the way. We have combined our service with Age Concern Handyman scheme to install a Keysafe for you if you do not have any keyholders living locally. This will enable us to send assistance and allow access without damage and minimum delay. To date we have installed well over 850 Keysafes, this has been welcomed by emergency services and support agencies such as Home Care, Fire Brigade, Ambulance and Police. Our product range has recently been extended which means attachments can be added to the community alarm that monitors such things as fire, smoke, flood, movement or lack of it even when the front door is opened if you are concerned about someone who has a tendency to wander. Conwy Careline is also the out of hours contact for Conwy County Borough Council and Clwyd Alyn Housing Association. Our staff are trained to deal with a variety of situations and we are also the first point of call for any civil emergencies. Conwy Careline also works closely with the Emergency Duty Team of Social Workers who offer out of hours social work support across Conwy. Conwy Careline also provides the emergency out of hours for the majority of corporate services.

2 Conwy Careline provides the Out of Hours answering services for Homelessness and the Homeless Support Team. It provides safety monitoring for the Education and Youth Service Teams. Prevention A Conwy Careline Lifeline can help keep tenants, residents and those in ill health, safe at home and living independently, helping to reduce the need for hospital admissions and earlier discharge from hospital where appropriate. Falls Prevention Conwy Careline work very closely with the Older Peoples Strategy Officer to deliver a Fall Prevention Service using a fall detector sensor. Community safety Lone Worker Monitoring Conwy Careline can monitor staff in any lone working situation (for example social workers, home carers, environmental health officers, housing officers, building maintenance staff) whilst going about their normal daily duties away from the office. All calls to Conwy Careline are recorded to ensure the highest levels of quality and safety. We operate to the ASAP Code of Practice for Voice Recording. Day-to-Day Repairs for Council Tenants Conwy Careline provides the Call centre side of the operation for day-to-day repairs for council tenants within the county of Conwy. Access to the service is gained by dialing The service is 9am to 5pm weekdays and is staffed by highly trained Customer Service Advisors. They take receipt of the call, assist with diagnostics of the repair problem and enter the repair request into the council s repair reporting and ordering system. We are shortly to introduce a Repairs by Appointment service following a Best Value Audit recommendation. Links with the Sheltered Housing Warden Service Conwy Careline retains strong links with the Sheltered Housing Warden Service by providing 24/7 support. This is particularly important during the evening and weekends when the social alarm services are switched over to them. For further information about Conwy Careline and our services, or to book for a free demonstration of the community alarm, contact us on or Fax: Minicom fir the Deaf: Lifeline Linked Services Conwy Careline Help when you need it, and only when you need it.

3 Giving you and your family: Confidence; Reassurance; Peace of mind; and Independence to stay in your own home. Most people value their independence and like to stay in control. Part of taking control is making sure you can get help when you need it. You may not always want to ask friends, family or neighbours to be willing to help in an emergency, and sometimes it can be hard to think of anyone to ask. Also, no one can guarantee to be available 24 hours a day, seven days a week just in case you need them. That s where we come in. We offer a range of service including: A confidential personal call system so you can speak to someone or call for help even if you can t get to the phone; A home security system with a choice of detectors, all linked to our response centre; Keysafe, the safe alternative to leaving a key with neighbours or under the doormat; Guaranteed help and support at any time you need it. (There s no sense of obligation to others and no loss of independence, just guaranteed peace of mind); Personal Call system this has three parts: o A dedicated monitoring centre in Colwyn Bay o A Lifeline unit in your home o A pendant you wear on a neck cord or wrist strap. The monitoring centre is open 24 hours a day, every day of the year. It is staffed by highly trained, caring professional. The Lifeline unit works alongside your own phone and is plugged into the phone socket and an electrical socket. The pendant is separate and is linked to the Lifeline unit. If you need help and can t get to the phone, you just press the red button on your pendant. The Lifeline unit will automatically dial our monitoring centre in Colwyn Bay. There will always be a member of staff to take the call and find out what help you need. Thanks to modern technology, they instantly know who is calling and can find any personal details you have given them. They will arrange help as quickly as possible, or simply provide a friendly, reassuring voice if you are feeling anxious about something. There is no need to worry about pressing the pendant button by mistake. If you can get to the Lifeline unit, you can cancel the call. However, we won t mind at all if you don t cancel just tell us that it is a false alarm. Service availability This service is available to anyone who feels vulnerable due to age, frailty, disability or loneliness, or who is living in fear of crime. There is no age restriction we are to offer you the reassurance and help you need. Home Security system You can also use the Lifeline unit to keep you home safe. We can provide a range of monitors and detectors that trigger the Lifeline unit, including: Infrared detectors (which act like a burglar alarm) Smoke detectors Flood detectors, and Carbon monoxide detectors

4 Carbon monoxide detectors The detectors are linked to our monitoring centre through the Lifeline unit. Someone will check what is happening and arrange for emergency services to come if they are needed. You can switch some of the detectors on and off just like ordinary alarms, but unlike ordinary alarms you are guaranteed a response. The home security system comes with a personal call pendant. If you are worried that a visitor is not what who they say they are (a bogus caller) or if you hear an intruder, you simply press the red button on your pendant, tell the operator what is happening and help will be on its way. You can even have a bogus caller button fixed near to your door to make it even easier to raise the alarm. Keysafe We all like to know that we can get hold of a spare key without fuss if we lock ourselves out of the house. It is also reassuring to know that someone we can trust can let themselves into our home if we are not able to get to the door. But, we also want to be sure that our home is secure and no one can get in unless we choose to let them in. Keysafe is a cost effective solution to this problem. For a Small fee, we can provide and fit a Keysafe to any wall or flat surface. Keysafe is weather-proof box designed to take up to five Yale keys or up to two Chubb keys, or a mixture of both. The only people who can open the Keysafe are people who know the unique code. We keep a record of the code. If a home carer, a nurse or the emergency services need to get into your home, they can call us, give a password and then the operator can give them the code to your Keysafe. They can then unlock your door and come in without any fuss. The KeySafe gives that extra assurance to anyone who uses the personal call system. Not only can you call for help by pressing the pendant, but you can also be sure that anyone coming to help you can get into your home quickly and safely. Safety and independence at home with Smart Sensors Conwy Careline offers a range of Lifeline technology and is now able to offer various sensors that can be linked to a Lifeline unit in your home. These sensors can help to manage risks within the home enabling vulnerable people to live safely and independent for longer. This range of non intrusive smart sensors offer a comprehensive way of managing the risks to a persons health and home environment 24 hours a day, 365 days a year. Designed to work with both individual lifeline units and in sheltered settings with communical vision and telecare overlay, the range of sensors can be flexibly applied according to the needs of the service user. Sensors include: Movement Detector (PIR)

5 Smoke Detector Fall Detector Flood Detector Carbon Monoxide Detector Temperature Extremes detector Natural gas detector Bogus Caller Button Video Door entry system Wandering Client Sounder beacon Amie+/Gem+ triggers Environmental control solution Pressure mat Bed/Chair occupancy sensor Enuresis sensor Pull cord Movement detector (PIR) Detects movement and raises an alert, providing the 24 hour response centre with the ability to audibly verify and record the presence of an intruder or alternatively detect for long periods of inactivity. Smoke Detector The radio smoke detector raises an instant alarm call at Conwy Careline 24 hour response centre if it detects smoke. Fall Detector Automatically detects a serious fall and raises an alert at the 24 hour response centre. It uses a two-stage detection process to identify a genuine fall. The detector wakes up from a sleep state when the impact from a fall is detected. It then looks at the users orientation through a second sensor. Only if the wearer is in the lying position does the process continue. If this state is unchanged for 15 seconds, the device registers an emergency and sends a radio alarm signal to the home unit, which then calls the Careline Response Centre.

6 Flood Detector Provides an early warning by alerting the 24-hour response centre of potential flood situations in the home. Carbon Monoxide Detector Warns of dangerous CO levels within a property at the 24-hour response centre allowing for appropriate action to be taken. Temperature extremes detector Detects low, high and rapid rate of rise of temperature within a property and raises appropriate alerts to the 24-hour response centre. Natural gas detector When the natural gas detector detects a natural gas leak an alarm will be raised at the 24-hour response centre. It can also be linked to a complete gas shut off valve solution.

7 Bogus caller button Fitted near a door, this discreet button can be used to call for assistance at the 24-hour response centre when a strange requests entry into a home. It can also be used as a panic alarm. Wandering client Provides an early warning by alerting the 24-hour response centre that the user has left their home and not returned within a predetermined time parameter. This is ideal for early onset dementia sufferers and their carers. Sounder beacon Offers both visual and loud audible signals when a sensor or telephone is activated, ideal for the hard of hearing. Amie+ / Gem+ triggers Personal radio triggers that allow an alarm call to be raised within a radius of up to 50 metres from the Lifeline unit.

8 Pressure mat 24 hour monitoring of inactivity or intruders, dependent on individual needs. Bed/Chair occupancy sensor Provides an early warning by alerting the 24-hour response centre that the user has left their bed or chair and not returned within a predetermined period. Pull cord Strategically placed around the home, the pull cord can be used to raise a call at the 24- hour response centre.

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10 Home Alert carer pager solution For those living with vulnerable people, the preference is often to be alerted directly when an alarm is raised rather than generating a call directly though to a response centre. The Home Alert pager solution provides an effective means of addressing this requirement, thereby freeing the carer to carry out tasks around the home away from the vulnerable person, such as gardening, safe in the knowledge that immediate notification will be provided the moment the issue arises. The solution consists of a vibrating pager with message display, which is carried by the carer together with a mains powered pager transmitter module, which linked to a Lifeline dispersed alarm unit. The solution works in conjunction with a Lifeline and a wide range of telecare sensors, providing the carer with the freedom to undertake tasks around the home and garden without the need for direct supervision of the vulnerable person. Lifeline Alarm units Lifeline 400 Lifeline 400 is an easy to use, robust and highly reliable home unit. It has been specifically designed to be extremely simple to install and operate, while also providing the flexibility to adapt to the ever expanding role of a monitoring centre, as and when required. It is available with or without an Away button and both versions offer a choice of Amie+ or Gem+ personal radio triggers. Cost Rent for 3.00 per week including cost of unit and weekly monitoring charge. Customers may purchase the unit outright should they wish to do so (prices on application) plus payment of a weekly monitoring charge of 1.00 per week. Lifeline The Lifeline range combines the highest levels of functionality and flexibility together with simple plug and play sensor registration in order to ensure ease of installation. It has been designed to provide clients with an extra level of care and monitoring centres with the ability to easily develop and deliver new telecare services to support independent living. It is available in display and non-display versions and both offer a choice of Amie+ or Gem+ personal radio triggers.

11 Big Button Telephone The Big Button Telephone with its large black buttons with white numbering, visual call indicator and earpiece volume control is the ideal phone for those with poor eyesight, hearing difficulties or limited dexterity. It is compatible with Lifeline 400 and and can be answered remotely with the aid of the radio trigger. X-10 Controllers X-10 controllers are devices that are plugged into the mains in conjunction with bed / chair and wandering client sensors in order to switch on lights when a sensor is activated so that the risk of falls is minimised at night. The X10 Master Controller is used to send a signal to a number of slave controllers in order to turn the lights on. Lone Worker Monitoring We provide a Lone Worker monitoring system offering reassurance and security of staff working alone or at risk. It is easy and straightforward to access via a mobile phone. We monitor the risk and provide a rapid response in the vent of an accident or other potential dangers.