Social Care & Health

Social Work

What is the Community Alarm Service?

The Community Alarm Service is part of the Older People and Health Unit within East Ayrshire Council's Social Work Department and is monitored and managed from the Council's locally based Control Centre.

The Community Alarm Service is an easy to use emergency call support service for vulnerable and older people or those needing support. We offer a 24 hour service all year round.

By working closely with other agencies we can offer advice on most services and help you access them. The service aims to support you alongside your network of care and support so as to enable you to remain as independent as possible within your own home.

How do I apply for a Community Alarm ?

People over 75 who feel they would benefit from the service can self assess for this service by contacting their nearest  social work locality office. People under 75 can contact  their  nearest  social work locality office for an application form. For a list of Social Work Offices, click here.

How long will it take for me to be connected to the Community Alarm Service?

In most cases we will be able to install the equipment in your home within one working day of receiving the authorised paperwork. However, if work is required, for example the installation of a telephone line/socket or electric socket, it will take longer.

.How much information do you need to help support me?

When you join the Community Alarm Service, it is important that we have the key information about you and your support including your medical information, your GP, details of your care package and the names of your relatives or friends who would be happy to hold a key for your property and help in an emergency.
If you do not have anyone to help in this way we can advise you on alternative ways to safely allow the emergency services to gain access when required.

Only information that is absolutely necessary is kept on the Control Centre computerised system, it is kept in the strictest of confidence and shared with other agencies only when absolutely required. If this information changes you should inform the Control Centre as soon as possible. Twice a year we will check with you that this information is correct.

How will I know how to use the Community Alarm Equipment?

As soon as you join the service a member of our staff will explain how the system works and show you how to operate the system.

Please feel free to make test calls on the equipment until you are confident using it. Users of the system are asked to place a test call on the equipment every four weeks to ensure that everything is in full working order. Don't be afraid to ask questions if you are still unsure about how things work - we are here to help.

What happens if I can't use the standard equipment?

If you can't use the ordinary Community Alarm equipment we will be happy to look at your individual needs and may be able to make individual arrangements as to how you can communicate with the Control Centre or have the equipment adapted to suit your needs. It is imperative that you can use the system with ease and be able to communicate effectively with the Control Centre.

What if I set the equipment off accidentally?

Don't worry about accidental calls, everyone makes them and they help to test the equipment. However, it is essential that you wait until the call has been answered and the Control Centre is informed that everything is alright, otherwise it will be treated as an emergency.

What happens if there is an emergency?

You should contact the Control Centre straight away, day or night. Using your pendant you will be able to contact the Control Centre from anywhere in your home or just outside it.

Your Community Alarm equipment will place a call to the Control Centre who will answer it. We aim to answer 80% of calls within 30 seconds of them reaching the Control Centre. We will then contact the most appropriate person to respond to your call.

We will not request the emergency response to enter your home without your permission unless we are concerned about your safety and/or cannot make contact in any other way. The costs associated with forced entries will be the service users responsibility.

What if the Community Alarm Equipment does not work?

It is very unlikely that the system will fail but in the event of any difficulties advice and assistance can be sought from the Control Centre.

If the equipment is faulty we will replace it where possible the day we are notified of the fault. If your telephone line is faulty, the company which provides your line rental will be responsible and telephone line faults will need to be reported directly to them by the service user, again advice can be sought by contacting the Control Centre.

The Community Alarm Service is a member of the CCA & ASAP

Calls are recorded for Monitoring and Training Purposes

How can I tell you what I think of the Service?

You can pass on your comments, suggestions, compliments and complaints by firstly talking to a member of staff from the service who will try to assist by actioning anything that is required as quickly as possible.

Contact the service

Any formal complaints will be responded to in line with the Council's policy and procedures.