Astraline has this month welcomed Nahema Ahmed (Business Support Officer) and Kaden Lyons (Business Support Administrator) from the TSA – The voice of technology enabled care – to the Astraline Alarm Receiving Centre.
Having both joined the telecare industry in the last 12 months, they are spending time with our call handlers and TEC team to gain valuable insight into what is involved with our 24/7 service.
Great to meet you both and we really hope you are enjoying your day!
The Astraline team are an incredible bunch of highly experienced, empathetic professionals who love what they do and do it really well. What better way to learn more about telecare!
Nahema said “Overall, my experience was really beneficial and if any of our team at TSA would like an insight on what our service providers do, I would highly recommend a visit to Astraline. I believe there is a lot that we do not feel or understand until we witness it ourselves and it was great to see the staff doing such a rewarding job.”
- What inspired you to visit Astraline?
- I’ve been with TSA for 11 months now and being new to the TEC sector I was always interested in wanting to witness the services our members provided. Since my time with TSA, Astraline were the first TSA members that I had been able to visit and I can confirm that they were definitely a great first choice. The team we’re so professional and friendly and I could see how much everyone cared about their role.
- What are the main takeaways from your visit?
- I can now see how important every role at Astraline is and of course they were a representation of what many other service providers do. It was particularly interesting to see how every individual in the response team handled their calls with so much attention and care and having witnessed them and knowing the KPIs that the team must meet, it was interesting to watch how they made their decisions.
It was great to witness how well the Chiptech devices worked for customers, particularly knowing that Astraline are one of our members who have managed to go all digital.
- How did you find the time you spent with the TEC Responder Team?
- The experience I had with Nicky when we went out was really incredible, I loved that I was able to witness what the team did with their customers and how the devices functioned. It was really good to see and compare the analogue and digital products and it also gave me a better understanding on why we need the digital change. Nicky also kindly showed me how they would deal with a situation if someone had a fall, I was really surprised at how good the lifting equipment were and it was nice to see that the team are able to help in any way they can to reduce the pressures off the ambulance service.
- Did you learn anything unexpected?
- I was able to see how the team would test the devices and dealt with different issues and it was particularly interesting to witness how the elderly lived in care homes and why they would need the products.
I truly believe that this experience has helped me gain a better understanding of the challenges service providers face, and it will certainly help me engage with members a lot better.
We asked Kaden about his visit –
- What inspired you to visit Astraline?
- As I don’t come from a TEC background I had never had the chance to see in person how services are run. I had heard so much but never been able to see it myself.
- What are the main takeaways from your visit?
- In the past year at TSA I have gained so much knowledge but without being able to see the platforms and equipment in use I felt my confidence speaking to our TSA members was limited in those areas.
- Did you learn anything unexpected?
- It was clear how worried many older people are around changing to digital as they believe this will affect the level of service they receive when really it will only enhance it. It was great to see the difference in analogue units and digital units especially how fast and clear the connectivity is with the digital units.
- How would you summarise your experience with the Astraline team?
- The team all have a great passion for their job roles and each of them made that so evident with how they interact with customers and go above and beyond to provide the highest level of service.
Our visit to Astraline has provided me with an insight on how the services are run day to day and how each service is so vital in helping the lives of our service users.