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Most retirement developments are linked to a call response service
designed to provide help and support in an emergency. Read our
photostory to see how
it works.
Careline - Your 24 hour lifeline
Cirrus Careline is a round the clock emergency call monitoring
service that gives you the peace of mind that whenever the unexpected
may happen, a caring professional service is on hand to organise
assistance.
The Cirrus Careline control centre is one of the largest call
centres in the country, currently monitoring 60,000 connections
and receiving approximately 1,000 calls a day.
The telephone lines are manned by a team of operators in shifts
of 5 or 6 people, depending on the call volumes, throughout the
day. This ensures that there are always enough operators to deal
with the routine calls as well as the emergencies.
How does it work?
 Help
at the press of a button or pull of a cord
Located at strategic points in every dwelling and in the communal
areas of each development, you will find either a pull cord or
red button. (Some residents also have a pendant or watchstrap
for additional protection.) Should anything happen to you, such
as a fall, or if you are feeling unwell, then all you need to
do is pull the nearest cord or press the nearest button.
When your House Manager is on duty, the call will go through to
him/her. Your House Manager will be able to speak to you to assess
the problem and then take appropriate action.
What if I don't have a House
Manager or if they are off duty?
If there is no House Manager or if they are otherwise
engaged, or the call is out of working hours, then it will be
routed through to the Cirrus Careline Control Centre.
What happens then?
When your call reaches the Control Centre, it will come up on
the Operators' computer screen. Each call is identified by a digital
code which automatically brings up all the details supplied by
you, when you first moved in to your development. These include,
for example, your name and address; the number of your dwelling;
any medical problems you may have and the contact details for
your GP, family or friends.
The Operator will speak to you and ask if they can help. They
will then decide what assistance is required.
What if I can't answer?
If the operator is not able to make voice contact with
you after four attempts, they will automatically call out the
Emergency Services.
 Think
of it like a CB radio
Please note:
The system is based on one-way speech only, a bit like a walkie
talkie, so when the Operator presses their button to speak to
you, they will not be able to hear you at the same time. Pause
before you respond to allow the operator time to release their
speech button.
How do the emergency services
gain access?
On most developments the Operator has the ability to control the
main entrance door. When the Emergency Services arrive, they press
the door entry panel which will then connect to the control centre,
the operator will then give access to the development. They will
then guide them to the safe (the operator will open the safe remotely),
there they will find the master key to the development.
Who will let my friends or family
know what is happening?
Once the Operator has called the Emergency Services, the control
centre staff will contact your next of kin and inform them what
has happened.
How long does it take to get
through?
If the call goes straight through to the House Manager?
A. The length of time it takes for your House Manager to get to
their nearest speech unit - usually a minute or so.
If the House Manager is busy and the call gets diverted to Careline?
A.In this case, the system gives the House Manager time to respond,
so will wait for a short time before they reply.
If the House Manager is away, or off-duty, and the call goes
directly through to Cirrus Careline? A. No more than 90 seconds.
You've talked about personal
emergencies, but what if there's a fire?
On most developments, the fire panel is linked to Cirrus
Careline, so when the fire alarm sounds they will be alerted to
be able to contact the Emergency Services
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