Guide 2017-02-27T14:02:39+00:00

User Friendly Guide

Registering

We have made registering as easy as possible for you, all you need to do is follow these steps;
• Select ‘New User’ on the front page of the website
• Enter your username which will need to be your email address, a notification will be sent here so please use a registered email
• Choose and confirm your password

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❖ Good password housekeeping – For your safety Social Careline encrypt your passwords. It is still good practise to make sure you use a unique password for the system.
❖ This will let you into the service to have a look around and familiarise yourself with how it looks and feels but to start the service, record messages or set up calls you will then need to set up your user profile and subscribe to the service.

Setting up your Profile

Setting up your user profile is easy. You have already registered your username and password now all you need to do is select ‘Your Profile’ from the left hand menu and then ‘Update my subscriber profile’.

Enter the following details;

• Title
• First name
• Last name
• Phone number and confirm
• Your time zone

Click save and you’re done! Now you just need to set up your payment.

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❖ Your telephone number needs to be in the following format – 442011111111 with the country code and no leading zero.

Payment

• To pay you will need to select ‘Subscription’ in the left-hand menu and then ‘Choose a subscription’ You can set it up to pay monthly, which will automatically renew every month and can be cancelled at any time or you can choose to pay an upfront payment at a reduced rate for a 12-month term.
• Click on the appropriate option and you will be directed to PayPal. To pay monthly you will need to set-up or use your existing PayPal account. If you are paying for a year you can check out as a guest.
• If you have an employee discount code, you can enter it and select ‘Apply Coupon Code’ for a special rate.

Now you are ready to start using the service and we will guide you through it in these next four simple steps.

Adding a Care Receiver

You are allowed up to four Care Receivers at a time.
Steps to setting them up;

Select Care Receivers and then Add Care Receiver in the left-hand menu

1. Personal details
• Complete the personal details for your Care Receiver and again make sure the telephone number is in the right format with the country code and no leading zero
2. IVR (Interactive Voice Response) options
• Choose whether you would like to use a male or female voice for our text-to-speech parts of the service
• You will need to choose a 4-digit pin number that doesn’t start with a zero
3. Quiet Zone
• You can set this up so that no calls are made during these times e.g. 8pm – 7am when your Care Receiver may be sleeping
4. Schedule Confirmation Call for Care Receiver
• When you create a Care Receiver, the system will phone them to ask for their acceptance of the service. This setting allows you to choose when this confirmation call will be made giving you the opportunity to explain the service and the initial call before it happens.
5. Set-up Responder
• You can set up one Responder for your Care Receiver straight away, you can add more at a later date (see adding Responders)
• Just complete their details including the telephone number you would like them to be called on if your Care Receiver is unable to pick up Careline calls or help is needed. Don’t forget it needs to be in the correct format with county code and no leading zero
Ok all done, now click Create Receiver Profile.

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❖ After creating the Care Receiver profile, Social Careline will call your Care Receiver’s telephone at the scheduled time and will give a prompt to accept or decline the service. The account is only activated if the Care Receiver accepts the service.
❖ Because of this we encourage users to be with their loved ones when setting this up for the first time, if that is not possible then make sure you have called them to explain what you are doing and how it works, please also make sure they are aware that the phone call is coming.
❖ Set up all your Care Receivers before moving onto the next step of setting up you Responders.

Responders

Creating a Responder Profile When choosing your Responders – you can have up to five registered against each Care Receiver.
You have already added one Responder for your Care Receiver, to create more Responder profiles follow these steps;

Select Responders and then Create in the left-hand menu

1. Select Care Receiver
• Choose from the dropdown list which Care Receiver the Responder is being created for.
2. Select Responder Priority
• From the dropdown list choose whether you would like them to be called 1st, 2nd, 3rd, 4th or 5th if your Care Receiver is unable to pick up Careline calls or help is needed
3. Personal Details
• Complete the personal details for your Responder. Make sure the telephone number is in the right format with the country code and no leading zero.
Select Add Responder and you can move onto the next step.

Linking your Responders

If you need to link a Responder that is already on the system to a Care Receiver you will need to;

Select Responders and then Link in the left-hand menus

1. Select Care Receiver
• Choose from the dropdown list which Care Receiver the Responder is being linked to.
2. Select Responder
• Enter the telephone number they would like to be called on if assistance is required and don’t forget it needs to be in the correct format with county code and no leading zero.
• Re-confirm the Responder priority

Recording Messages

Record and Build Your Messages

You can record and use three different types of message;

Record a personal message to send is as quick and simple as leaving a voicemail; enter the details and our system will call you and record your voice, storing it as a message for sharing at a time you choose.

Text-to-speech message, type-in the content of the message you would like to send into the text box and our system will convert that into a voice message.

Upload Pre-Recorded – You can upload messages from your computer you have pre-recorded and they will be played as a message to your Care Receiver when scheduled.

Record Message – The system will call you and you can record a message of your choice similar to that of a voicemail. Steps to Record a message;

1. Setup Recording
• Enter your message display name (please see below for tips on what this should include)
• Enter and confirm your telephone number
• Select Record Message – The system will now call you to record your message once you are happy with it confirm and it will save it in your bank of messages.
• If you click on Edit/Delete in the left-hand menu you will now see that message appear and be able to listen to it. This is where all your messages will be saved.

Text-to-Speech Message – You can enter the content of the message you would like to send into the text box and our system will convert that into a voice message. Steps to record a Text-to-Speech Message;

1. Setup Message
• Enter your message display name (please see below for tips on what this should include)
• Choose whether you would like to be Male or Female
• Type your text into the box
• Select Create Message – The system will now convert that and save it in your bank of messages.
• If you click on Edit/Delete in the left-hand menu you will now see that message appear and be able to listen to it. This is where all your messages will be saved.

Upload Pre-Recorded – You can upload messages from your computer you have pre-recorded and they will be played as a message to your Care Receiver when scheduled.

1. Setup Message
• Enter your message display name (please see below for tips on what this should include)
• Choose the file name for where the pre-recorded message is saved on your computer
• Select ‘Upload Audio File’ – The system will now save that in your bank of messages.
• If you click on Edit/Delete in the left-hand menu you will now see that message appear and be able to listen to it. This is where all your messages will be saved.

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❖ Make sure you have recorded all of your messages before you move onto scheduling calls.
❖ We would always encourage users to use your own voice over the text-to-speech option
❖ When creating your ‘Display Name for Message’ we suggest that you include the type of call, who the message is for and the subject for e.g. My Voice recorded. Message for mum. Tuesday afternoon carers visit reminder.
This will make it easy to identify in your call log, it also makes it easier for when you are scheduling your calls so you know exactly which, message to use.

Schedule a Call

Now you are ready to schedule calls to your Care Receivers, there are three types of calls that you can schedule;

Recurring – This is a call you can schedule to go off at the same time daily, weekly, monthly or yearly. People tend to use this type of call as a daily check in call or a reminder. You could also use it yearly as birthday reminders. To set up a Recurring call;

1. Select Your Call Type
• Select Recurring
2. Select Your Care Receiver
• Select the Care Receiver you would like to schedule the call for from the dropdown menu
• Choose a display name for the call
• Select which message, from your bank of recordings you would like to send
3. Schedule Your Call
• Click inside the box and a calendar will appear, select the date and time you would like the call be made. Be careful not to schedule the call in the past.
4. Set Call Parameters
• Would you like the call to recur daily, weekly, monthly or yearly
• Select from the dropdown how many times would you like us to attempt the call with no answer before a Responder is called?
• Select from the dropdown how much time would you like us to leave between attempts?
• Confirm if the Care Receiver misses a call that you would like the Responder to be called.

One-off Call – This is a call you can schedule to be made once. Our users tend to set up these calls at the last minute when they are rushing to get somewhere or get something done, for e.g. “Don’t forget I am in a late meeting today so will be with you an hour later

1. Select Your Call Type
• Select One-off
2. Select Your Care Receiver
• Select the Care Receiver you would like to schedule the call for from the dropdown menu
• Choose a display name for the call
• Select which message, from your bank of recordings you would like to send
3. Schedule Your Call
• Click inside the box and a calendar will appear, select the date and time you would like the call be made. Be careful not to schedule the call in the past.
4. Set Call Parameters
• Select from the dropdown how many times would you like us to attempt the call with no answer before a Responder is called?
• Select from the dropdown how much time would you like us to leave between attempts?
• Confirm if the Care Receiver misses a call that you would like the Responder to be called.

Appointment – This call is specifically used as an appointment or meeting reminder and uses our text to speech system. This call type does not have a recurring function. Once you have entered the specific details of the appointment into the Social Careline system, the following message will be sent to your Care Receiver: “You have an appointment with [Person Care Receiver is meeting] at [Location of event] at [Event Date and Time] to [Purpose of event]. [Notes for Care Receiver]”

1. Select Your Call Type
• Select Appointment
2. Select Your Care Receiver
• Select the Care Receiver you would like to schedule the call for from the dropdown menu
• Confirm if the Care Receiver misses a call that you would like the Responder to be called.
3. Enter Event Details
• Display Name for The Event
• Person Care Receiver Is Meeting
• Location for The Event
• Purpose for Event
4. Set Event Date and Time
• Click inside the box and a calendar will appear, select the date and time you would like the call be made. Be careful not to schedule the call in the past.
• Select from the dropdown how long before the event you would like to schedule the call
• Add any extra notes for the Care Receiver, this will be converted by our Text-to-Speech service.

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❖ Sit with your loved one to plan the diary or do it over the phone to schedule the calls for the next month depending on what you both have going on.