Explaining care and options to those you provide care for can be difficult. Practice confidently and clearly communicating, handling a client’s and concerns.
For experienced call handlers this is an opportunity to refresh their skills, take a step back from their work and consider opportunities for improvement. It’s also a chance for peer sharing about things that work in your organisation and embed a consistent approach across the team. Case study
For those new to call handling or to the organisation, having a consistent approach to taking calls is important. Going beyond that, this lays the foundations for understanding the practical and emotional needs of callers and how to manage them safely and effectively. Case study Careline
When your client has multiple needs or there are a lot of different technologies on the market, how do you make a choice about what to recommend? Exploration of customer needs and how to map these across to technologies, when to have too many and how to make sure you use what they have in place
Understand the roles and responsibilities of a responder, how to assess a situation and safely manage a scene.
Increasing confidence for assessors to be able to leverage the wider range of TEC solutions when they’re providing advice and referral options in their role.
Call handling is about more than picking up a phone and pressing buttons, it’s about handling caller queries, concerns and situations in an empathic, pragmatic and safe way. The range of calls that Call Handlers and Responders in a Technology Enabled Care Service manage and attend, can be
“ It was great to have the opportunity to discuss the equipment, other things we should consider and the chance to ask questions…” “ Great training, loved the way that personal stories were used…” Sarah McCarry Support Planner, Community Led Support - Adult Social Care, Thurrock Council
The CarelineSoS staff were scheduled to have Call Handling training before the lockdown, and TSA offered the training remotely due to the unprecedented times we are all going through. TSA provided an excellent refresher course to our team over two days. The response quotes from the CarelineSOS team
Just had a very thought provoking (telecare training session 1 with TSA, I have no experience with TEC, I’m a plumbing based building surveyor for NEAP but I have a keen interest in visual impairments and dementia (I have designed the framework for adaptations within dementia friendly for local