On Monday 9th September, Senior Client Services Advisor, Sophie, went above and beyond the call duty for an inbound caller who had called Trinity Homecare by mistake.
Mr X called the Client Services phoneline believing he was contacting his mental health support team. Mr X was at crisis point and disclosed some details about his current situation that alerted Sophie. Using her communication skills, she could identify that Mr X needed immediate attention. Through gentle questioning, Sophie was able to identify the name of his mental health support team he was registered with and proactively gave them a call.
Unfortunately, the support team were not able to help without Mr X’s consent of a paid visit. His next scheduled visit was Friday but provided Sophie with the name of his social worker to see if they could help.
Sophie contacted the social worker but didn’t have all the information needed to raise a welfare check. She was at a dead end which didn’t sit right with Sophie’s conscience.
She gave Mr X a call back and asked for the details needed to raise the alarm with his social worker. Mr X provided the details and Sophie called them back. Even with the details the social worker was not able to visit Mr X and stated that she could only arrange for future care and counselling.
After spending two and a half hours speaking to Mr X’s support team, she decided the only option was to call the police. The police arranged a welfare call and visit, and phoned Sophie back with an update that Mr X was ok and unharmed.
On Wednesday, Sophie gave Mr X a call to check in on him. He was so thankful for the kind and thoughtful gesture. Mr X advised that he has many different personalities, calm, emotional and rock bottom. Sophie had spoken to rock bottom Mr X on Monday, and calm Mr X on Wednesday.
Sophie took immediate action that day, that potentially saved someone’s life. She did not have to go to the lengths she did to get him help that day and this act of kindness illustrates the values our staff embody and carry throughout all aspects of life.
Well done Sophie, we are so proud of you.
Sophie comments, “It’s an honour to be able to help and advise people from all different walks of life, whether it be a care package with Trinity Homecare Group or not.”
Sophie Taylor – Senior Client Service Advisor
*Names have been changed to protect the client identity.
