For busy Care brokers and home-care advisers

Call handling for Care brokers and home-care advisers, without losing focus on the job.

Families often call a care adviser when they are trying to understand choices at an emotional or unfamiliar point. Ziverly can give that first conversation room to breathe, gathering who is involved, the broad support being explored and the present stage while you are helping another family.

See what could help Try your own numbers

A familiar moment

The family comparing support after a hospital discharge

You are reviewing providers for another household when a son calls about support his father may need after discharge. Ziverly can record who is enquiring and their stated authority, the broad help being considered, current hospital, council, NHS, social-work or provider involvement, likely location, timescale, funding stage, communication needs and preferred contact. It does not assess care needs, capacity or risk, recommend or rank a provider, determine funding or eligibility, arrange care, accept money or an instruction, promise availability or give clinical, legal or financial advice. An unsafe discharge, immediate safeguarding issue, medical emergency or person left without essential support needs the appropriate urgent service.

The useful handover

Enough context to respond properly.

The aim is to welcome the caller, gather the details you decide matter and keep the same enquiry easy to follow until the work is resolved.

  • Who is calling and how to reach them.
  • What they need help with and where.
  • What should happen next, without inventing a response time.

Where the pressure tends to gather

Make space for the work without leaving the caller in the dark.

Think about the calls that interrupt you most often. Ziverly can follow the questions and boundaries you choose, then leave the details ready for your judgement.

The caller may be under pressure

Clear, considerate intake helps a family explain the situation without being pushed towards a decision.

Advice and arrangement are not the same

Introductions, regulated care, funding and professional assessment each carry different responsibilities.

Several people may be involved

Authority, family contacts and existing services need to be recorded carefully before the next conversation.

What a better handover can change

Less interruption now, a clearer thread afterwards.

The family story is easier to review

See the broad need, current services, decision-makers, funding stage and preferred contact in one organised summary.

No care choice is made on the call

Your approved boundaries can keep assessment, recommendations, funding and provider decisions with the right people.

A missing document can be requested later

Add an approved assessment, discharge-plan or authority question for that known family if they return.

Uriyah, The Guardian of Tone
Available in Ziverly

Uriyah, The Guardian of Tone

When someone calls about care brokerage and home-care advice enquiries, your receptionist should sound like a respectful extension of your business, with honest expectations and no invented promises.

Before, during and after the call

From first ring to finished follow-up.

Ziverly can do more than take a message. You stay in control of when it answers, how you hear about each call and what context is available if the customer rings again.

  1. You decide which calls reach Ziverly.

    Use the call-diversion options supported by your mobile or landline service, such as no reply, unreachable, busy or rejected. Turn them off again whenever you want to answer normally, or use cover for evenings, weekends, holidays and unexpected time away.

  2. Your call details meet you where you are.

    Choose email or SMS alerts where enabled, then open Ziverly to review the summary, transcript, recording where available, status and priority.

    Review the caller's stated role, broad support need, existing services, funding stage, timing, communication preferences and requested contact.

  3. The next conversation starts further forwards.

    Add an AI-facing note when you want Ziverly to have more context if the same known caller rings again. Separate private notes stay private.

    Add an approved assessment, discharge-plan or authority question so Ziverly can use it if the family calls again.

  4. Open calls do not have to rely on memory.

    Choose a daily or weekly email summary of calls still waiting for attention, at the time that best fits your working day.

  5. You can check in by phone, too.

    With Owner Voice Access enabled, call your own Ziverly number, verify your PIN and manage the calls you are allowed to see.

    When the current family's confidential information is secure, verify your PIN to hear which care-advice enquiries await evidence or a response.

Use your own numbers

What might unanswered calls represent for your business?

Enter figures from your own recent calls to put the possible value of unanswered enquiries into context.

The result is an illustration based only on what you enter. It is not a forecast, a promise that Ziverly will recover the work or a reason to accept an unsuitable job.

Enquiries represented by your figures 0 Monthly work value represented £0

This simple multiplication does not account for timing, capacity, costs, cancellations, repeat work or whether another response would have changed the outcome.

Useful boundaries for call handling

Let Ziverly gather details without overstepping your expertise.

Introductions alone may be unregulated, but controlling care delivery or providing personal care can trigger registration; referral fees and independence must be disclosed.

You remain responsible for the advice you give, the work you accept and the safety, eligibility and professional checks your business requires.

A few practical questions

What would you want to know before starting?

Use these answers to decide where Ziverly could help and where the conversation should always return to you.

Can Ziverly recommend a care provider?

No. It can gather the family's broad requirements, but comparison, suitability and recommendations remain with you and relevant professionals.

Will it decide whether funding is available?

No. It gives no eligibility, benefits, legal or financial advice and promises no funding outcome.

Can it arrange care or accept an instruction?

No. Provider contact, agreements, availability, fees and regulated-care arrangements remain with verified people and you.

Try the smallest useful version

Begin with the calls that interrupt your working day most often.

Choose what Ziverly should know, what it should never promise and which details make a follow-up genuinely useful. Creating an account is free, so you can look around before deciding when you want Ziverly to handle a call.

No monthly or annual plan is required and there is no fixed-term commitment. Add pay-as-you-go credit only when you are ready to use it.

Create your free account Talk it through Back to Care, wellbeing & home visits