Customer Stories

Jennifer had been in care for 10 years. She has no living relatives, so when she was allocated her first house she found herself having to cope alone for the first time.

Her social worker suggested the services of the Community On-Line Support Service as part of her flexible support package.

"I was really excited about moving into my own place, however, I was also worried I would sleep in and be late for work. My wake up call takes care of that and much more. The operators are really friendly and helpful. Sheila is always giving me recipes - I think she worries that I eat too much junk food. Last week I had 'flu and was feeling very low. Maureen called me back to make sure I was all right. I really felt that somebody cared about me".

First tenancies can be a difficult time for those with no family support. COLSS can provide social contact, advice and a listening ear as well as ensuring that Jennifer and others in her situation are awakened in the mornings in time to get ready for work or college.

Peter is 26 years old and is learning disabled. He lives in a one-person flat is a supported accommodation unit. He manages very well and has developed basic home-maker skills. He takes good care of his personal hygiene, does most of his own cooking and manages his budget.

Peter's support package included a wake-up service to ensure that he was up in time to get ready for his day at the resource centre.

As an alternative support option to encourage Peter to become less reliant on staff wakening him in the mornings, he was given the COLSS service. Staff at the resource centre have observed that Peter is developing further as an individual as well as developing his relationships with others.

Many people with learning disabilities suffer from loneliness and social isolation. The COLSS service encourages the development of natural support networks which in the long term help people to exercise choice in their lives and to live in and be part of the their community.

The insistent ringing of the phone usually echoed around the empty rooms of Martha's Glasgow home. Martha's ears were deaf to the shrill ringing because the 83 year old was lying unconscious on the floor. Unless help was summoned quickly she could die. That she is alive today is due to the unique services of COLSS. This year alone COLSS has saved Martha's life a staggering four times. Her niece explains:

"My aunt has been in hospital four times. The service alerted me that she was not answering her daily call and on each occasion we've found her unconscious. The doctors describe these attacks as cerebral incidents - they don't impair her physically or permanently but the fact that she can be speedily found is crucial to her recovery."

There are many cases such as Martha's. Since its inception the service has frequently arranged emergency medical aid for a variety of conditions ranging from heart and asthma attacks, to strokes and epileptic seizures. Clients who have fallen from beds or wheelchairs have been speedily found. But it is not only in sickness that clients benefit from their daily call. COLSS has responded to a wide range of crisis situations such as a request for a joiner when a client was locked in her own home, arranging the hire of a wheel chair for the day, organising emergency home help assistance for clients discharged from hospital without support and arranging Police visits to give advice on home security.

It has become increasingly obvious that for all clients, crisis or no crisis, the daily contact engenders a feeling of social inclusion, reduces their vulnerability and enables them to access a range of services that enhance their well being.

"My wife has Alzheimer's Disease and is blind and disabled. She cannot do anything for herself. She needs my assistance with normal everyday things like toileting, washing, dressing and feeding. I have had a couple of heart attacks in the past so you will understand that things are nor too easy at times.

I used to have a continual dread when I locked up at night and went to bed that if anything happened to me during the night my wife would be unaware and would not be capable of phoning or getting out of the house. I mentioned this problem over a long period to many people but no-one seemed interested so I was left to worry and pray the situation would never arise.

When I heard about the telephone support service it was as if my prayers had been answered. Words cannot express the relief that this service has given me. I have peace of mind and contentment in the fact that the 'lifeline ladies' will take care of my wife and myself if the need arises. A simple telephone call that means life or death to people like us"

We all react differently to the stress of caring. For Tom, and others like him, the service acts as a sounding-off board. On other occasions the reassurance that help is never far away makes coping easier. The service is not pedantic - the operators thoroughly enjoy the contact with all their clients and the rapport that exists between them is vital to its success.

Jane has Multiple Sclerosis and has been confined to a wheelchair for 3 years. She has no family in the area and has few friends. A few months ago Jane fell from her wheelchair and lay in agony for 2 days with a broken arm.

On her discharge from hospital Jane's GP arranged for her to receive the COLSS service. Jane says she cannot praise the COLSS service highly enough. As well as the friendly voice brightening up her day, she has peace of mind knowing that if she takes ill or has another accident, help will be speedily arranged.

COLSS provides a simple but effective means of ensuring that for people like Jane living alone does not mean being alone. It has enabled many people to live in their own homes who might well have had to go into care. In this way it has afforded them the freedom of independent status which has allowed a sense of dignity, pride and feeling of self sufficiency to be retained.

Malcolm has no sight. This together with his physical disabilities, results in frequent falls which can render him helpless and unable to summon aid.

"As you are aware I am registered blind and am quite severely disabled in other parts of my body, for example, I have considerable difficulty in walking and should I fall it takes me a considerable time and effort to get on my feet again. Your group of ladies has never failed to telephone every morning to enquire after my health and I am greatly comforted by the knowledge that I will not be left lying on the floor. Additionally, your group of ladies are invariably very courteous and the mere sound of their voices is a real tonic and I do not feel that I am a forgotten citizen"

With no immediate family and lacking in confidence as a result of his physical restrictions, Malcolm was becoming increasingly isolated. He mentioned to our operator that he would love to get out and about more, particularly to church. COLSS contacted a local volunteer group on his behalf and now he receives a weekly visit. Once a month, an afternoon outing is arranged. In response to the enquiry by COLSS his local minister was happy to organise transport to church.

We all react differently to the constraints imposed on our lives but, as in Malcolm's case, COLSS has demonstrated how maintaining social contact and the benefits of active participation in information sharing can ensure that as high a level of independence as possible can be attained.