Our investment in people

With over 70 highly trained staff, CarelineUK enforce a robust recruitment & selection process, running regular Assessment Centres to recruit new staff.

An assessment centre is a selection process usually comprising multiple assessments. Typically, candidates will arrive at an assessment centre day and be tested in numerous ways, with a particular focus on ‘role-play’. These exercises are highly predictive of future role performance.

As an employer, we recognise that effective training and development is essential for employees to realise their full potential, both personally and to achieve corporate goals and targets. This is encouraged and supported through Performance Development Reviews, structured induction training, training matrices and needs analysis.

CarelineUK supports its employees to undertake numerous different types of training courses. These include internal run sessions to external led NVQs and diplomas.

A month in the life of: A New CarelineUK Operator

Training Operator - Kim Barton - Joined CarelineUK September 2008

Kim started her shift straight away, ‘buddying’ her trainer and listening to calls. Every new operator who joins CarelineUK is issued with a Training Profile. This details every procedure which all operators must follow. It includes information on all types of resident emergencies, technical details on fire panels and intruder alarms and much more on step by step processes.

Kim has completed all sections of her training profile, which is signed off section by section. It takes on average a week to get to grips with all the different calls on a training headset, but it took Kim just 2 days! All new employees start their training with door entry calls, eventually moving on to assisting residents in their homes. Kim is now fully operational with all types of calls she receives.

Kim has joined one of the four operational teams within CarelineUK, the team work exceptionally well together and there is someone to answer any of Kim’s questions should they arise. Kim handles all calls on her own now, but still sits with her trainer from time to time freshening up her CarelineUK Monitoring skills.

Since joining CarelineUK Kim has attended many workshops and internal training courses, including: How to Deal with Difficult People, Customer Care and Corporate Standards. She has also had technical and Data Protection training and has chosen to take the opportunity to further her customer service skills by studying for her NVQ 2 in Customer Services.

Leanne’s Comments on Kim: "Kim is a CarelineUK operator through and through! She is breezing through her training and has picked it up very quickly so far. She has been a pleasure to train. She does need to have further training on the coffee and tea making chapter though!"

Kim’s Comments on Leanne: "I have loved having Leanne as a trainer, as she has been very patient with me and helped to explain things very clearly. The team are brilliant and are really helpful and I look forward to doing my NVQ and further training throughout 2009/2010."