Why these five monitoring service procedures matter for local authorities

Procedures are the backbone of your monitoring service. These ensure every emergency call is handled consistently, efficiently and in line with industry standards. This blog post explains what procedures cover and which ones your provider should have in place.

When you commission a monitoring service as a local authority, you need to trust this will keep the people in your community safe and help you meet your duty of care.

To achieve this, your monitoring provider must have:

• a strong digital infrastructure, ready for the January 2027 switchover
• carefully trained operators
• robust procedures

But how can you be sure your monitoring provider's procedures stand up to scrutiny? We take you through five essential procedures, so you know what to look for and the right questions to ask.

What are monitoring service procedures?

Monitoring service procedures determine how a telecare call is dealt with once it's received by the monitoring centre. These set out the rules for everything from how calls are prioritised and sent to operators, to the information presented on screen, to how key service level agreements are tracked.

For local authorities, well-structured procedures should:

• Align seamlessly with your council’s processes
• Provide a consistent standard of care
• Be fully documented
• Be adaptable to your own procedures

This means you can be confident your monitoring service will meet your care and support responsibilities as a local authority. 

Five essential monitoring procedures every council should look for

A telecare call starts the moment someone presses an emergency button, pendant or door entry unit. This then travels to the monitoring centre (also known as the Alarm Receiving Centre or ARC).

What happens next depends entirely on the procedures your monitoring provider has built.

These determine how:

1. Calls are identified and prioritised

Calls should be categorised and prioritised as soon as they’re connected. Not every call requires the same action.

Why this matters: Intelligent filtering avoids unnecessary 999 calls and provides effective management of routine calls. Filtering accidental and test calls means help is directed where it’s needed most.

2. Calls are sent to an operator with the right training

With skills-based routing, calls are matched to an operator with the appropriate knowledge and experience. For example, some operators are specifically trained to handle emergency or safeguarding calls, while others are focused on door entry or property queries.

Why this matters: Operators only get calls they're fully prepared for, which ensures an efficient response – and the best outcomes.

3. Operators receive up-to-date information

Operators need accurate information on screen during a call, including emergency contacts, medication, access codes, care needs and preferred name.

Why this matters: Up-to-date information is vital for timely, effective support. It’s up to both you and your monitoring provider to make sure your customers’ data is accurate so they get the right help.

4. Reporting provides the information you need

You should be able to track key performance indicators in real time. A live dashboard can display response times, first time call failures, call volumes and usage trends. It’s also important to have flexible reporting capabilities for valuable insights into your services.

Why this matters: Detailed management information helps you keep an eye on people’s wellbeing over time, make service improvements and ensure your provider meets your Service Level Agreement, among other things.

5. The service keeps running if something goes wrong

Your provider must have a disaster recovery procedure to maintain service continuity if a site goes down. This could include a back-up system, ability to relocate operations or remote working.

Why this matters: Ensures lifesaving monitoring services remains reliable in the event of any disruptions.

What about the operators at your monitoring centre?

While robust procedures are essential, these are only as good as the operators applying them.

Your monitoring provider should have a comprehensive training programme to give the team the skills, judgement and confidence to handle high-pressure calls. Operators should also understand the importance of following procedures, including any bespoke procedures that have been adapted to your own requirements.

Monitoring service checklist for local authorities

Use the following checklist to confirm your monitoring service is based on carefully designed procedures that make the most of digital technology.

• Can you demonstrate your monitoring service is fully digital and prepared for the January 2027 switchover deadline?
• What procedures do you have in place for call prioritisation and skills-based routing?
• How do you ensure our own procedures are incorporated into your call handling?
• What information do operators see about the caller and do you provide step-by-step guidance on screen for each call?
• What training do your operators receive?

Now's the time to check your monitoring service is ready

The January 2027 switchover deadline is fast approaching. Find out how our monitoring service procedures and digital platform will keep your customers safe today and through the transition ahead. Talk to our experienced team today