Telecare operators are the first line of support for hundreds of thousands of people across the country. When somebody presses their telecare alarm, you need to have absolute confidence the person answering their call will deliver the right support quickly and compassionately.  

As a housing or care provider, how can you be sure your monitoring provider has the best team in place for this trusted role?  

In this blog post, we look at what makes an effective telecare operator and why robust recruitment and training processes are vital for the safety of the people relying on your services.  

Making a difference as a telecare operator     

The role of a telecare operator is central to your monitoring service. These dedicated teams take a huge volume of calls every day, responding to everything from emergency situations to everyday issues.  

They must be able to deal with calls efficiently, mindful that there will be numerous people needing their assistance throughout their shift. But they also need to be a calm voice at the end of the line, reassuring the caller they are in safe hands and quickly securing the help they need.  

This challenging role is not for everyone. But for the right individuals, it can be immensely rewarding as they make a real difference to people's lives.  

What makes a skilled telecare operator?  

A telecare operator needs much more than a good telephone manner. They need to be ready, capable and committed to doing everything they can for the people relying on them.  

While technical aspects can be learnt, candidates must possess a number of crucial qualities from the outset. They will be dealing with people who may be distressed or disorientated, so empathy and compassion are essential, as well as an ability to build rapport with the person they are speaking to. When every word and decision carries weight, they must also be able to communicate clearly and work calmly under pressure.  

This requires careful recruitment, followed by comprehensive training, so operators are fully prepared for whatever situations they face.  

Finding the right people for the role  

As a housing provider, you should always ask about your monitoring provider's recruitment and training processes. These will give you an important insight into the quality and reliability of the service, which directly impacts the safety and wellbeing of your residents.  

At the recruitment stage, your monitoring provider should be measuring key skills and give candidates a chance to experience the realities of being a telecare operator.  

For example, initial screening should test computer literacy, communication skills under pressure and an ability to follow procedures – all of which are needed to deliver quick, accurate and safe responses. 

During their interview, candidates should have the opportunity to experience the real demands of the role through mock calls and roleplay scenarios. This allows both parties to assess if the job is a good fit.  

Preparing for every scenario  

A robust recruitment process is only half the story, however. Your monitoring provider should then have in-depth, structured training in place to prepare operators for the wide range of scenarios they may face, covering:  

• The monitoring centre's systems and procedures (and how to follow customised processes for each housing provider) 

• The different types of calls operators can expect to receive  

• How to listen, interpret and respond to calls appropriately  

Crucially, operators need to understand how to communicate effectively with someone in a stressful situation, using appropriate techniques to gather essential information. Dementia training is also necessary, given how many telecare users may be living with dementia. Alongside this, there should be training on areas including safeguarding and mental health awareness. 

These aspects should all be incorporated within a rigorous training programme that includes on-the-job practice through live interactions and shadowing, classroom based learning and coaching.   

Ongoing development and quality assurance  

Of course, training shouldn't end once an operator is ready to take their first calls. This should be followed with ongoing evaluation and support. 

By investing in continuous professional development and regular refresher training, your monitoring provider can ensure standards remain consistently high. This includes regular call monitoring, feedback sessions and updates on best practices as the industry evolves. 

Telecare calls can be intense and emotionally impactful. Your monitoring provider should protect operators’ mental health through in-house wellbeing resources – such as an internal support line so operators are never left alone in difficult situations – as well as access to confidential external support when needed.  

Why telecare recruitment and training matters  

Your monitoring provider’s approach to recruitment and training is a significant aspect of your telecare service. After all, telecare is about people first and foremost: from the individuals relying on this service to the dedicated operators answering their calls.  

When your residents reach for their telecare alarm, you need to know they will get through to a skilled and compassionate professional. Make sure you look for a provider who invests in finding and developing the right people for this crucial role.  

Digital monitoring services for housing providers 

Appello Careline is the UK's largest monitoring centre, supporting over 400,000 older and vulnerable people with the help they need, when they need it.  We blend technical expertise and robust procedures with empathy to create people-focused services. These deliver the highest standards of safety and wellbeing to meet your current demands and adapt to your future needs.  

Talk to us to find out more and arrange your pain-free transition to digital telecare.