Invicta Telecare - what a result for lifeline operator

Published by Barbara H for Invicta Telecare in Housing and also in Communities, Education, Environment, Health, Local Government

Amanda Jeffery took another step on the qualification ladder and passed NVQ in Management Level 3 - her fifth NVQ since starting work as a lifeline operator at Invicta Telecare.

Since 2001 Amanda has completed NVQ Customer Service Level 2 and 3, Call Handling Level 2 and 3, and her latest acquisition Management Level 3.  But her achievements don’t stop there.  Amanda has been steadily promoted through the ranks and is now a Duty Manager, overseeing a team of operators at Invicta Telecare’s busy monitoring centre.

Amanda commented: “I found the first NVQ quite tricky as it was a long time since I had studied, and I had to get my brain into gear and start the cogs turning.  I thoroughly enjoyed it and became completely hooked, and it spurned me onto explore and examine the customer service we offered.

“I then sailed through NVQ Level 2 and 3 in Call Handling which tied in with the job I was doing.  Armed with this new information I looked at the procedures we followed to see how I could make life easier, and this led to the birth of the famous ‘Blue Folder’.   At the time this became a bible for every operator and proved invaluable.  Now, it is used less often as this information is stored electronically and automatically appears on our screens.”

Amanda more recently used her newfound knowledge to produce a new Good Working Practice.  Peers and managers agree this is an excellent document of ‘house rules’ and it was positively received by staff who now use it during their monthly one to one sessions. 

Wendy Turner, Head of Invicta Telecare, said: “Because our systems and procedures need to continually change and be updated to meet the needs of our customers, we actively encourage staff to undertake various training and qualifications to help them stay one step ahead.  Amanda’s achievements are outstanding.  She has consistently risen to each new challenge with dedication and enthusiasm and we are proud to have her on our team of Managers.”

Part of Circle Anglia – one of the UK’s leading providers of affordable housing - Invicta Telecare provides a comprehensive range of Telecare services to over 94,000 homes enabling vulnerable people, both young and old, to live safely, happily and independently in their own home.