Telephonists Role

 

Contacting Isolated people

 

  • Telephonists are being asked to phone people who are isolated to see if they are OK and if they need anything. These people are identified through either being past users of the car scheme or by contacting the local medical practice to identify themselves as self isolating.

 

  • The telephonist on duty would be provided with contact details of a number of people who they would phone.

 

  • They would say……

 

  1. Hello, this is xxxx from South West Ross Community Car Scheme. I am just phoning as you have used the car scheme before and during these difficult times we just wanted to check that you are OK and don't need anything.

  2. We can deliver prescription medicines or food if you need them, you just need to arrange it with the local surgery or the local shop.

  3. Would it be OK for someone to phone again in a couple of days or not?

  4. Keep safe.

 

  • They would then record:-

    1. when they spoke to them

    2. if they needed anything

    3. if the person wanted to be contacted again or not.

 

  • This information would be passed onto the Coordinator to keep a record of the call and to action any delivery or other action needed.

 

 

Deliveries or other runs

 

There is NO CHARGE for delivery runs

  • Telephonists would also be asked to organise drivers for delivery runs as needed using the same process as passenger runs that they are used to.

  • For food deliveries they would need to make clear that any payments due would need to be done direct with the shop.

  • For medicine deliveries they would need to ask the patient to phone the local medical practice to inform them that SWRCCS would be picking up the medicine for delivery.

  • Any passenger runs requested should be referred to Peter on 01445 791335. SWRCCS is currently only doing runs for medical reasons such as local surgery appointments, hospital appointments, optician or dental appointments.

Research into other services

 

It is envisaged that some people may require support to access some services during this time such as boiler repairs, emergency electrical or plumbing work, access to veterinary services etc

 

  • Duty telephonists may receive requests to identify services for users who are experiencing difficulties finding appropriate ones. In these instances the duty telephonist would take the details of the caller and the service they require and then contact another telephonist to do the research (this is so that they are not tied up with the research and stopping other callers getting through).

  • The research telephonist would then research what is available for the caller.

    • using their local  contacts (eg other volunteers who live in the caller’s area for example), internet, facebook, telephone and whatever methods are available to them.

    • They would then phone the caller to give them the information that they have found.

 

However they must stress that this is not a recommendation from SWRCCS but only what they have found out about services currently available.

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© SWRCCS 2020