community alarm service
What is the community alarm service?
The community alarm service assists people living in North Lanarkshire who need some extra support to stay in their own homes with the security of knowing that they can call for assistance in an emergency, such as a fall or an illness, at any time of the day or night.
How does it work?
We install an alarm unit by
connecting it to the telephone line in the person’s home. The alarm is activated by either pressing the button on the alarm unit or the pendant worn by the person. Where possible we will place the alarm unit in a central point within the home in order to make the best use of the two way speech system. The alarm requires a modern telephone socket and a 13 amp electrical socket.
The sockets require to be next to one another on the same wall. When the person activates the alarm, a signal is sent via the telephone line to a central call centre which is staffed 24 hours a day. Our call centre operator can speak to the person and find out what kind of assistance is required. There is a number of ways we can provide help depending on the information that has been given: • Contact a friend or family
member to visit.
• Arrange for a home support worker to attend.
• Contact a GP or emergency services.
• Provide reassurance. Who is the community alarm service for?
There are many reasons why someone may need a community alarm.
People who feel they are at risk at home and may have difficulty using other methods to call for assistance. They may be at risk because of ill health, frailty, anxiety, isolation or domestic abuse.
to receiving a community alarm. Everyone over the age of 75 and living alone can have an alarm installed on request. For those under the age of 75, the service can be accessed if this is indicated through as assessment of need. How do I get a
community alarm?
You should request this service from your social work locality office. A member of staff will visit you to explain the system and discuss whether the service is appropriate for your needs. We will also request the following information:
• Details of any health problems or conditions you may have. • Your GP’s name and address. • Contact details of anyone
holding a key to your home. • Contact details for your next
of kin.
If we agree that you should have an alarm unit installed, we will pass on these details to the community alarm service, who will be able to arrange installation of the alarm unit.
does not stop you receiving other services. If you require any advice on other services available, please contact your social work locality office or your community nurse. Is there a charge for the
community alarm service? At present, there is no charge for this service. There can, however, be costs associated with the installation of the alarm unit. Also, any calls made to the call centre are billed like normal telephone calls by your telephone company. • If you are an owner-occupier
or live in private accommodation,
you will need to meet the cost of the installation of any additional sockets that are required. Tenants of North Lanarkshire Council do not have to pay for any installation costs. • An alarm unit can operate
without a telephone handset being installed, but requires a telephone line to make calls. • Tenants of housing associations
should contact their association to find out what action has to be taken to have an alarm unit installed.
community alarm service
How long will it take to have the alarm unit installed? If there is no preparatory work needed then installation should be completed within 72 hours of the completed referral being received by the community alarm service. Where preparatory work is required, such as telephone line installation or an additional electrical socket, the timescale for installation will depend on how long it takes to complete this work. What if I am going on holiday or staying with family or friends? Please contact the call centre by pressing the button on your alarm unit or pendant to inform the call centre operator of the dates when you will be away from home. On return, please contact the call centre operator to let them know you are back at home.
What happens if I leave my telephone handset off the hook? If the alarm unit is programmed to the main telephone socket and the alarm is activated you can still use your alarm to call for assistance. If the alarm unit is not programmed to the main telephone socket you will be unable to use your alarm to call for assistance.
How do I report a fault?
If you wish to report a fault with either your alarm unit or your pendant, dial this number to contact the call centre: 01236 622400
These numbers will also be on a sticker on your alarm unit. Is there anything that could interfere with the community alarm system?
The connection of other equipment to the telephone system, such as the use of a broadband internet connection and added value telephone services may interfere with the functioning of your alarm system.
When your alarm is installed, the home support worker will carry out a thorough check to make sure that your alarm system is operating properly. If you have broadband or an added value telephone service added at a later date, then please contact the call centre to arrange for a home support worker to visit in order to check that there is no interference. If you have a dial up connection your alarm unit will not work while you are online.
There is a battery in your alarm unit which allows your alarm to continue to function. The alarm automatically sends a message through to the call centre to say that there is a power failure.
When power is restored, please use your pendant or alarm unit button to contact the call centre. This will confirm that your system is operating.
Will my alarm work if my telephone is not working? If there is a fault with your telephone line, your alarm will not work. If there is a problem, please contact the call centre or ask somebody else to contact the call centre on your behalf to let us know. Depending on the circumstances, we may be able to provide you with an alarm which operates without the use of a telephone line, until your own line is repaired.
If you no longer require the alarm unit, inform a call centre operator by pressing the button on the alarm unit or your pendant or dial this telephone number:
01236 622400
What do I do if my details or circumstances change?
So that we can continue to provide you with an efficient service, contact the call centre and advise them of the change of details or circumstances and they will update your record. How do I make comments or complaints?
The council is committed to providing services that are accessible and relevant to the needs of service users. If you have a specific complaint about the service you have received please contact the care service manager on 01236 622400.
If you remain dissatisfied you can ask a member of staff for the leaflet called “complaints, comments and compliments” which explains how to access the council’s complaints procedure. These leaflets are available in all social work localities.
community alarm service
Alternatively you can contact the Social Care and Social Work Improvement Scotland (SCSWIS) enquiries:
Princes Gate, Castle Street, Hamilton, ML3 6BU Tel: 01698 208150 SCSWIS enquiries: 0845 600 9527 Website: www.scswis.com Email: [email protected] Data protection
The information that we hold about you is solely held to enable us to provide you with an efficient service. We will not share this information with any other agency without your permission with the following exception:
Where is it considered that there may be a risk to your or somebody else in the household if we did not take action. We would contact the appropriate emergency service i.e. police, ambulance or fire brigade, your GP or NHS 24.
Please note:
• We record all calls to the call centre for monitoring and training purposes. This means that any conversations taking place in your home while you are talking to the call centre operator may be recorded. • Recording only takes place when
you have activated your alarm and are through to the call centre operator.
Airdrie Social Work Locality Coats House,
Gartlea Road Airdrie ML6 9AJ Tel: 01236 757000
Bellshill Social Work Locality 303 Main Street
Bellshill ML4 1AW Tel: 01698 346666
Coatbridge Social Work Locality 122 Bank Street
Coatbridge ML5 1ET Tel: 01236 622100 Cumbernauld Social Work Locality
Bron Chambers, Bron Way Cumbernauld G67 1DZ Tel: 01236 638700
Motherwell Social Work Locality 73-77 Merry Street
Motherwell ML1 1JE Tel: 01698 332100
Shotts Social Work Locality 169 Station Road
Shotts ML7 4BQ Tel: 01501 824700
Wishaw Social Work Locality Kings House
Kings Street Wishaw ML2 8BS Tel: 01698 348200
North Lanarkshire Council Housing and Social Work Services Community Alarm Service Merrystone Care Base 10 Blairhill Street Coatbridge ML5 1PG t. 01698 622429 SW S_ 0 03 52 V er .1 / 0 4. 20 11
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