Case Study: Meet Our Lifeline Response Team – Sally

• Written by Roshan

Meet our Lifeline Response Team in this special Case Study. Today we are speaking to Sally, who is one of the many call handlers who answer your alarm calls and get you the assistance you need. We asked Sally a few questions about working in our Lifeline Response Team to give you a look at who is on the other end of the alarm.


Name: Sally
Favourite Musician: Elvis Presley
Last thing you watched: Bondi Vet
Favourite Place: Tenerife

Being a Lifeline Emergency Call Handler, you have to adapt to different situations on a daily basis. Why did you decide to do this job?

I have always loved speaking to people on the telephone, I have worked as a receptionist for most of my working life and it was also a way of helping the more vulnerable and mainly elderly people in this country.

How do you feel the Lifeline service helps people?

It gives the clients and their families a sense of security knowing their love ones are safe and secure in their own homes keeping their independence.

Have you any advice for someone considering a Lifeline alarm?

I couldn’t recommend it enough – the amount of calls I’ve taken where I can’t imagine what might have happened if we hadn’t been there to get them the help they need.

You speak to a wide variety of people every day in the Lifeline Response Team, how do you adapt to each call?

This can be a very stressful job but by listening to our clients we soon adapt to what each individual needs some just want to talk they are lonely, some have fallen and need help, some want you to call their relatives and  some just want to talk about their problems and how they are feeling. We have a laugh with some of our clients and some just need a shoulder to cry on so emotions can be very mixed and we have to be aware of this in our tone of voice we use.

What is the best part of what you do?

Helping our clients is always the 1st part but also being part of a fabulous team of people who help and support us in our daily work. This job can make you laugh and cry is like an emotional roller coaster death and injury are a daily task we deal with and can make you feel low but with the help of your colleagues they always there to talk to and help you through it.

What do you think is important for people to know about your job?

The most important thing in my job is the care and understanding  we give to our clients is heartfelt . I love my job and enjoy the fact every day I am helping somebody either just by a few kind words or getting the help they need. It’s nice to feel at the end of the day true job satisfaction which isn’t easy to find nowadays.

Help us, help the UK…

If you or anyone you know may be facing self-isolation alone during the COVID-19 outbreak, please refer to our service to ensure that you or they are not alone and can get help if needed. We are all in this together and please stay safe!

We have reduced the prices of our alarm plans to assist during this time. For more information about our various plans and pendant alarms, visit here or call our Customer Service Team on 0800 999 0400 today.

LifeConnect24 Personal Alarm supports you at home 24/7
LifeConnect24 Automatic Fall Detector 24/7 monitoring
LifeConnect24 Personal Alarm supports you at home 24/7
LifeConnect24 Personal Alarm supports you at home 24/7
LifeConnect24 Personal Alarm supports you at home 24/7
LifeConnect24 Automatic Fall Detector 24/7 monitoring
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