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Staff Stories - Hanna, Emergency Resolution Operator

Meet Hanna, one of our emergency resolution operators, who helps and provides assistance to our customers in times of need.

March 29, 2023

Emergency Response Operator

Hanna has been working with us for almost two years in the Emergency Resolution Team.

She loves to be a part of TakingCare Personal Alarms and looks forward to helping customers, seeing her colleagues, and learning from them every day. 

We asked Hanna to share what it is like to work at Taking Care.

If I had to describe our workplace in one word, it would be 'helping'.
Hanna, Emergency Resolution Operator

What's a typical day for you at Taking Care?

There's never a typical day in the Emergency Resolution Team, and you can get calls regarding anything. These calls cover various things, some of which can be quite new for you. So there's always a learning curve and exposure to different kinds of things which are always quite interesting.

Can you tell us more about your job at Taking Care?

My job mainly includes helping people, talking to people from all walks of life, and learning about their lives. Also, when time permits, it's lovely to be there for people who are quite lonely and need to chat with someone. But, primarily, I help and assist residents who are vulnerable and in need of help. 

Can you tell us about a memorable alarm call?

I remember receiving one of these calls from someone who had been suicidal, and it was their second attempt to go ahead with it. I managed to calm the person down, get them to a place where they are not thinking about anything negative and try to take their mind off it. I stayed on the line until the ambulance arrived. Luckily, he was absolutely fine in the end. On the other hand, I also helped out one of my colleague's grandmothers, and after everything was settled, she sent a lovely compliment to my colleague to me.

You do feel a sense of accomplishment when you help someone. Such things make you feel appreciated and realise we are doing something good.

How is a personal alarm different from a mobile phone?

A personal alarm is quick and instant. It's always available. For example, if someone is having a stroke, they may not be able to speak to us through a mobile phone. However, if they press the personal fall alarm button or if the alarm detects a fall, we will know just by a brief description about what's going on with them and get the help they need.

What special training do you receive as part of your role?

I have been trained to be a call handler, but I was in the medical industry in my previous jobs, so much of my earlier knowledge helps with the calls I take here. For example, dealing with the ambulance services and giving them the necessary information might help them decide how to handle the emergency.

How would you describe the Emergency Resolution Centre?

It is so much more than a call centre. We are 24-hour Emergency Resolution Team, and our primary job is to resolve issues. We handle problems as simple as a door not working or someone not having any hot water and as tricky as handling a medical emergency. We deal with it all. 

Do you remember your first day at Taking Care? 

On my first day, I wasn't meant to be a call handler. I was being interviewed for an administrative job, but after my interview, the interviewers felt, I would make a brilliant call handler. So I thought, yes, I can do it, as it's different and challenging. And honestly, I don't regret it at all. 

What do you love to do aside from work? Can you tell us an interesting fact about yourself?

One exciting thing that amazes many people on the other end of the line is that I am Canadian. Aside from work, I love travelling and spending time with my partner and cat. 

Working at Taking Care

If you would like to find out more about what it's like to work at Taking Care, you can watch our video below or see the latest job vacancies on our Career pages.

Taking Care careers


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Independent living products brochure

Learn how personal alarms and home monitoring solutions can keep you or your loved ones safe and independent at home.

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