FAQ2017-02-27T13:41:26+00:00

FAQs

Registering

How do I register for the service?

• Select New user
• Then, you will need to choose your username – This needs to be a valid email address – and choose a password. * Good password housekeeping – Social Careline saves all passwords in an encrypted format however, along with that we always suggest that you use a unique password.
• The system will then automatically send you an email verification to your inbox. Please check your junk box for this just in case. Click on the link in the email to verify.
• Now login, using the username and password you have just chosen.
• You will now be able to set up your user profile and subscription.

Setting up your Profile

It won’t let me save my profile details. I am getting the following warning ‘Please fill in all necessary fields.’ You need to; • Make sure you have entered your first name, surname, title and telephone number along with a confirmation of that number.
• Make sure you have entered your telephone number correctly with the country code at the beginning. This is the correct format – 442031111111
• Make sure you have selected a title
• Make sure you have selected the correct time zone

How do I change my password?

• Once logged in, select ‘Your Profile’ in the left-hand menu > Change my password > enter your new password > confirm your new password > Click save changes

I need to change my email address. How do I do that?

• Contact us at help@careline.group and we will get that done for you.

Payment

How do I make a payment?

• 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.

How often do I have to pay?

• If you choose to pay monthly, the payment will be taken automatically every month, until
cancelled.
• If you choose to pay a one- off yearly payment you will need to re-new it every year once it runs
out. Don’t worry though we will remind you in plenty of time so that you can re-new.

Do I have to sign up for a whole year?

• No, you can use our monthly subscription and cancel online whenever you need to. You will just
need to notify us by email at least two weeks before your next payment is due.
If I cancel, does the service stop immediately?
• No. You’ve paid in advance, so the service runs until your expiry date – which is visible on the Subscriber Profile Page.

Login process

How long does my password need to be?

• It needs to be at least 8 characters, include upper and lower case and a number or symbol.
What do I do if I have forgotten my password?
• On the front login page, you can choose to re-set your password. It will send an email to your
registered email account with a link for you to re-set it.

Adding a Care Receiver

It won’t let me create my Care Receiver profile. I am getting the following warning ‘Please fill in all
necessary fields.’
You need to;

• Make sure you have entered your first name, surname, title and telephone number along with a
confirmation of that number.
• Make sure you have entered the telephone number correctly with the country code at the
beginning. This is the correct format – 442031111111
• Make sure you have selected the correct time zone for your Care Receiver
• Make sure you have entered a 4-digit pin
• Select the correct ‘Quiet Zone’ time frames
• Select the time for the confirmation call to be made to your Care Receiver
• Provide the details for the 1st Responder you would like to add to this Care Receiver

Managing Care Receivers

How do I stop messages being sent to a Care Receiver?

• Within the tab ‘Manage Care Receivers’ you will see a list of all of your Care Receivers you have
set up.
• If you click on the arrow to the right of their name it will open their profile.
• In here you can edit any of their contact details or set-up details
• If you click on ‘Disable Care Receiver’ it will stop any calls that are already set up from taking
place, it will also stop you from being able to schedule future calls to this person.
• If you would like to switch it back on again you just need to click ‘Re-enable Care Receiver’ and
you will be able to schedule calls to this person again. Any future calls that you had saved for
that Care Receiver will still be saved and will re-instate.

How do I change my Care Receivers telephone number?

• Within the tab ‘Manage Care Receivers’ you will see a list of all of your Care Receivers you have
set up.
• If you click on the arrow to the right of their name it will open their profile.
• In here you can edit any of their contact details or set-up details
• Enter the new telephone number including the country code
• Click ‘save changes’
• The Care Receiver confirmation call will happen almost immediately

Creating a Responder profile

It won’t let me create the Responder profile. I am getting the following warning ‘Please fill in all
necessary fields.’
You need to;

• Make sure you have entered the first name, surname, title and telephone number along with a
confirmation of that number.
• Make sure you have entered the telephone number correctly with the country code at the
beginning. This is the correct format – 442031111111
• Make sure you have selected the correct time zone for the Responder
• Make sure you have selected in what priority order you would like the Responder called

I created the Responder when I set up the Care Receiver, do I need to set them up again?

• No their details will be saved. You can find the Responders profile by going to the Responders
page and selecting ‘View/Delete.’

Linking a Responder

How do I link a Responder to a Care Receiver?

• It is automatically done when you set up the Responder.
What if I want to you use the same Responder for a different Care Receiver
• Responders > Link > Select the Care Receiver > Enter the Responders telephone number
including the country code > Select the priority order you would like them called in.
How do I unlink a Responder from my Care Receiver?
• Responders > List > Select the Care Receiver you would like to unlink them from > A list of all
their Responders will appear > To unlink click on the cross on the furthest right hand column.

Managing your list of Responders

How do I see who all my Responders are?

• Responders > View/Delete. This will list all of the Responders you have created profiles for. If
you click on the upward pointing arrow you will be able to view their details, you can also delete
their profile from here too.
Responders > View/Delete does not list all my Responders, although Responders > List > Select Care
Receiver does?
• Correct: View/Delete shows all Responders that you have added to the system. However, if you
gave the phone number (linked) of a Responder who was already on the system, such
Responders do not appear in View/Delete.

How do I unlink a Responder from my Care Receiver?

• Responders > List > Select the Care Receiver you would like to unlink them from > A list of all
their Responders will appear > To unlink click on the cross on the furthest right hand column.

How do I delete a Responder?

• To delete a Responder you will first need to ‘unlink’ them from any Care Receivers – Please see
‘How do I unlink a Responder from my Care Receiver?’ Then go to Responders > View/Delete.
This will list all of the Responders you have created profiles for. If you click on the upward
pointing arrow you will be able to view their details, you can also delete their profile from here
too.

Recording a voice message

What should I include in the display name for the message?

• We suggest that you include the type of call, who the message is for and the subject e.g.
Voice recording. 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.
Why doesn’t it ask me who the message is for?
• When you are recording your messages they are being saved into a bank so that you can go back
and use them multiple times. It is only once you are scheduling the message to be sent that it
will ask you who it is intended for. This means that if you were to record a generic message you
could use it for more than one Care Receiver e.g. “I am going to be stuck in a meeting this
afternoon just wanted to let you know that I won’t be able to call until I am on the way home.”
However, we would suggest that you try to personalise them as often as you can.

How can I listen to the message I have recorded?

• Messages > Edit/Delete > Click on the download icon. The message will play in a new window,
make sure your sound is on. You can also edit the message name and delete the message from
here.

How do I record a message?

• Messages > Record Message. Enter your display name and your telephone number and press
Record new message. The Social Careline system will then call you so that you can record a
message using your own voice. Once you have finished you will be able to see and hear the
message in your Edit/Delete tab.

Creating a text to speech message

What should I include in the display name for the message?

• We suggest that you include the type of call, who the message is for and the subject e.g.
Text to Voice 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.

Why doesn’t it ask me who the message is for?

• When you are recording your messages, they are being saved into a bank so that you can go
back and use them multiple times. It is only once you are scheduling the message to be sent
that it will ask you who it is intended for. This means that if you were to record a generic
message you could use it for more than one Care Receiver e.g. “I am going to be stuck in a
meeting this afternoon just wanted to let you know that I won’t be able to call until I am on the
way home.” However, we would suggest that you try to personalise them as often as you can.

How can I listen to the message I have recorded?

• Messages > Edit/Delete > Click on the download icon. The message will play in a new window,
make sure your sound is on. You can also edit the message name and delete the message from
here.

Uploading a pre-recorded message

How do I upload a pre-recorded message?

• Firstly, you will need to have saved the 8kHz .wav Sound file on your computer.
• Messages > Upload Pre-recorded > Enter your display name > click choose file > Find the
recording on your computer > Click open > The file name will appear in the box > Click upload
audio file.

Listen to the messages I have saved

How can I listen the messages I have created and saved?

• Messages > Edit/Delete > Click on the download icon. The message will play in a new window,
make sure your sound is on. You can also edit the message name and delete the message from
here.

Why can’t I edit the messages I have already created?

• You won’t be able to edit the message content but you can edit the display name for the
message. Don’t worry though, it’s very easy to record a new message.

Edit the name of my messages

I have created my message but my display name doesn’t make sense, can I change it?

• Yes, you can. Messages > Edit/Delete > Change the display name > Save changes

Delete messages you have created

How do I delete a message I have created?

• Messages > Edit/Delete > Delete Sound File

If I delete a message can I get it back?

• No. Don’t worry too much though as it’s easy to record a new one.

Schedule a call

What is a recurring call?

• 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 for reminders. You could
also use it yearly as birthday reminders. At the end of this call your Care Receiver will be given four options;
1 – To say they are ok
2 – To say they aren’t ok (in this event a Responder will be called)
3 – Play the message again

What is a one-off call?

• One-off – 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, “Don’t forget I
am in a late meeting today so will be with you an hour later”
At the end of this call your Care Receiver will be given four options;
1 – To say they are ok
2 – To say they aren’t ok (in this event a Responder will be called)
3 – Play the message again

What is an appointment call?

• 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]”
At the end of this call your Care Receiver will be asked if they are going to attend and will then
be given four options;
1 – To say they are ok
2 – To say they aren’t ok (in this event a Responder will be called)
3 – Play the message again

What should you include in the display name for the Call?

• This is the name that is recorded and displayed in the call log for future reference. We
recommend that you give it the same name as when you recorded and saved the message. It is
also the name of the call used in Edit Calls for when you would like to change a time or date for
a call or even cancel or suspend a call.

How can I see a log of what calls have been made?

• Schedule my calls > Call log > Choose your Care Receiver from the drop down list > a list of calls
will appear including their outcome.