Following the Government guidance that all workers must work from home where possible, Mole Valley District Council has worked at pace to arrange for its Mole Valley Life call-handlers to work from home to ensure the continuity of their critical, community alarm service, in just 10 days.
Speaking of the challenges faced, Rachel O’Reilly, Corporate Head of Service for Community said “Operationally, to think that this would have been possible four weeks ago was inconceivable but we have done it. 21 expertly trained telecare operators are now set-up to work from home to provide our essential round the clock, community alarm monitoring service. In doing so, 15,000 vulnerable and elderly people remain connected to our friendly, experienced team at the touch of a button, 24 hours a day, 365 days a year. To allow us to set-up and support new customers remotely, our installation team are now providing a doorstep drop service of ready to go, pre-programmed pendant and alarm units. Now more than ever, it is critical that the vulnerable and elderly feel safe at home and our Mole Valley Life community alarm service continues to offer them vital reassurance.” The call centre takes on average 3,500 calls a week and responds to over 97% of calls within 60 seconds. The community alarm service is useful for anyone living alone, boosting their confidence and enabling independence.
Aware of what a life changing provision the Mole Valley Life community alarm service is, we would now like to give back to NHS key workers in our community. Mole Valley District Council’s Cabinet Member for Community, Hazel Watson said, “To help support NHS workers with vulnerable or elderly relatives in the Mole Valley district, I am delighted to announce that we would like offer them our community alarm monitoring service free for 12 weeks. NHS workers are doing so much for us all, we hope that this will give these key workers the peace of mind to carry out their jobs, knowing that our friendly and experienced team are available to help their family members at the touch of a button.”
The Mole Valley Life team have also been working in close partnership with Surrey County Council to help identify, and make proactive contact with, 1800 vulnerable and elderly individuals in Mole Valley, who have been advised by the NHS to self-isolate for a minimum of 12 weeks. These calls have provided a lifeline to those in need, arranging for food packages and medicines to be delivered, as well as much needed ‘befriending’ calls to keep spirits up during this unprecedented time. Looking after the Mole Valley Life community, the team have also been putting in regular calls to the 600 Mole Valley Life Community Transport and Fairfield Centre users to check that they are keeping well and to offer help and advice.
As well as these proactive welfare calls, Mole Valley District Council has also established a dedicated helpline for our residents to access information and signposting to local community groups and voluntary organisations if they are in need of assistance with provisions This helpline can be accessed by calling 0300 200 1008.
NHS workers, to claim your free 12 weeks’ worth of community alarm monitoring, please email firstname.lastname@example.org from your NHS email address.
In 2017 Mole Valley Life became one of the first Technology Enabled Care (TEC) providers and Alarm Receiving Centres to fully meet standards and achieve the new Quality Standards Framework from the industry body the TEC Service Association. They have continued to fully meet standards at annual audits, most recently in December 2019.
The Quality Standard Framework offers technology enabled care service providers and suppliers a way of demonstrating quality and it offers commissioners much needed assurance in an otherwise unregulated industry.