The Dudley Telecare/intercom system allows you to contact our staff and it is important that tenants are not worried about using the alarm it is a vital lifeline in all sorts of situations. The intercom also allows staff to call through to each tenant to check that they are all right and not in need of assistance (there is, however, a privacy button which tenants can use to override this facility should they so wish).
Staff cannot hear anything until the intercom is activated by pulling the cord or until we call you. New tenants are shown how the system works as soon as they move in to their new home and our staff are always happy to explain the system again if anyone has any doubts about how it works.
When the scheme staff are not on duty, the system is linked to Dudley Telecare. The Council’s own community alarm control, to ensure that someone is always on hand to help. If the alarm is used an operator, one of a team of people who provide 24-hour cover, will answer as quickly as possible.
Our operators have details of individual records including; medical background, doctors and next of kin or other representatives, etc. This information is the same as is kept by scheme staff and is strictly confidential. We ask that tenants notify our staff of any changes as soon as possible so that an up to date service can be provided.
In the event of an emergency our operators will immediately notify next of kin or emergency services, depending upon the nature of the emergency and who has been nominated as the tenant’s contact name.
It is important to remember that our operators can only hear you when you pull the cord, so that at all other times privacy is maintained.
People who are prone to falls, or those who cannot get to the pull cords because of frailty may be able to have other more suitable equipment such as a pendant alarm which can be worn around the neck, wrist or even kept in a pocket. Individual needs are assessed by our experts.
Sheltered schemes have extra security provided by a door entry system, linked to the alarm system.
In order to maintain this security, when visitors come to the scheme’s front door, they will be asked to identify themselves, and individual tenants may be called via the intercom for permission, before we let the visitor in.
We ask any tenants to leave a message in the office, or with someone else, when they are going out and have not notified one of the scheme’s staff - this is to prevent undue alarm in the event of an emergency. We should also be notified when tenants go on longer breaks, such as holidays or hospital visits etc as in an emergency (such as a fire) this information could prove vital to the emergency services.
All tenants have the right to enjoy privacy of their home without interference. However, the fitting of extra locks, bolts or chains is not usually permitted, as this could stop or hinder people (e.g. emergency services) getting in to help during an emergency.
Staff holding keys will never enter your home without express permission or in the case of an emergency. At such times staff will ask someone to come with them if they can.
When entering or leaving the scheme, tenants and their visitors should be careful not to let anyone in unless they are known.
