Mansfield District Council – Improving efficiency of monitoring centres using hosted solutions
“We want our Emergency Call and Lifeline Service to remain local for our community, however the costs and management associated with operating 24/7 can be prohibitive. Finding a way to make the service more sustainable was essential and having out of hours calls hosted by Tunstall Response has made it possible to continue to support the people who need us, as well as making it easier to manage staff.”
Michelle Turton, Housing Needs Manager, Mansfield District Council
Community alarm services provide vital support to some of the most vulnerable people in society. However, maintaining staffing levels 24 hours a day, 365 days a year can be costly, and recruiting and retaining staff with the specialist skills required is an ongoing management task.
How can outsourcing out of hours calls help centres to accommodate changing call levels and operate more efficiently?
Mansfield District Council’s Lifeline Service supports 3,500 people in the Mansfield area who may be vulnerable due to age, ill health or isolation. The service was established over 30 years ago, and supports people in a variety of accommodation, including private housing and sheltered housing schemes.
Calls are handled at the Council’s Central Control Centre from 6.00am to 10.00pm when call volumes are highest. Outside of these hours calls are automatically sent to Tunstall Response, where specially trained operators answer calls on behalf of the Lifeline service, according to their protocols. Calls are also answered by Response at weekends and on bank holidays.
Outsourcing out of hours calls has brought many benefits to the Mansfield’s Emergency Call and Lifeline Service:
• Service users receive a seamless service
• Fewer anti-social hours means it’s become easier to recruit and retain staff
• Costs relating to night shifts are reduced – previously two operators were required at all times, despite lower call levels
• Issue related to staffing such as overtime and holiday cover are addressed
• Staff training and meetings can be accommodated
• Management and TSA reports are generated by the system
• Mansfield District Council is able to retain a valuable local resource
Our Connected Care solutions have been designed to support a wide range of people, including older people, people at risk of falls, people with limited mobility, people with learning disabilities, people with dementia and people with conditions such as epilepsy
Tunstall Healthcare (UK) Ltd
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