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CCTV plays a major role in a “Smart” Solution |
 Nottingham Community Housing Association (NCHA) has changed the way it provides support for vulnerable people in and around the Nottingham district. A crucial part of the service is the Support Management and Response Team (SMaRT).
Using an integrated system combining Tunstall Telecare support, an alarm call system and CCTV, SMaRT staff no longer work at night in many NCHA supported schemes, an initiative welcomed by service users who see their presence as an intrusion into their privacy. When the day staff goes home SMaRT takes over. Customers can call trained experienced support workers if they have a problem. A mobile response team responds swiftly to serious emergency calls in SMaRT cars.
The service has 20 staff and operates across the East Midlands in rural and urban areas. It supports customers with mental health problems, learning disabilities, young single homeless people, women fleeing domestic violence and people recovering from drug and alcohol abuse. SMaRT offers customers a bespoke service as part of their care package. It can, for example, be tailored to monitor falls and night-time movement, provide fire and carbon monoxide alerts and screen bogus callers.
CCTV cameras monitor door entries and communal areas and can be reviewed remotely at the SMaRT Centre deterring unauthorised visitors. Householders have overwhelmingly welcomed the extra security in what are often volatile households where bullying and violence are not unknown. Vulnerable people often have low morale and little self respect yet they have become more confident in turning away doorstop callers including drug dealers because they know there is the back up of a security and alarm system that helps to make them feel safe. Those unwelcome visitors who are prone to prey on more vulnerable people have stopped calling because they are aware that through the installed CCTV system, action will be taken to stop illicit behaviour.
Typical use of the system? When a recent call came through to SMaRT from a young person living in a scheme with 7 other homeless young people. He contacted SMaRT in the privacy of his own flat to tell us he was concerned that someone was breaking into the office downstairs. SMaRT were able to monitor live CCTV footage to see the traffic of visitors and sent a mobile response team who were able to meet the police on site. Back at the SMaRT centre they were able to monitor events on CCTV to ensure that staff were not sent into a high-risk situation. Any concern for their safety would mean that staff would be advised to wait in their cars for more help to arrive.
The joined up service and multi-agency response of SMaRT and the police enabled those not involved in the crime to be re-assured by the SMaRT team. The prompt response ensured the scene of crime was protected to enable a full examination for evidence. The police accessed the CCTV footage which could be used to contribute to a successful prosecution.
It is an outstanding factor that the combination of this service model has helped NCHA to change their relationship with their customers, the vulnerable people with whom they work. The systems enable people to take more responsibility for reacting to situations in an appropriate way. Previously, staff were viewed as a figure of authority so conflict and control issues were not uncommon. The relationship now is built more on trust and respect and a relationship is established with each person. NCHA are confident that this approach will support individuals to develop as responsible citizens of the future.
SMaRT enables NCHA to offer consistently high quality services, ISO 9001 accredited, providing continuity of service 24 hours a day, 365 days a year. It is a value for money service giving extra security and support to vulnerable customers. The SMaRT service were winner’s of the 2007 Ceretas IT Innovator Award.
The main installer of the equipment is Derby based Salt Network Consulting Ltd (SNC). SNC, NCHA and SMaRT have developed a partnership beyond that of the usual supplier/purchaser, a real understanding and a commitment to deliver quality products and services. SNC’s implementation team have understood the unique combination of using their technical experience with CCTV digital technology alongside the “people skills “and a commitment to the service being delivered. SNC have understood the importance of reliability and robustness demanded of all alarm services which must only be enhanced by CCTV. SMaRT’s partnership with Tunstall who are the world’s leading supplier of Telecare enhances their position further.
SNC used branded, quality CCTV equipment for this sensitive installation, including a combination of Dedicated Micros digital video recorders, DV-IP, DS2’s and ECO4’s. Cameras included Genie vandal resistant domes and the popular Ikegami ICD-833 colour/mono cameras fitted with Fujinon lenses. The installation also benefited from TOA audio equipment including microphones, amplifiers and speakers.
All the equipment was supplied by Pro-Vision – the independent CCTV distributor. Tim Salt MD of SNC said “The installation was very challenging but rewarding. I always prefer to install branded CCTV equipment as my reputation is at stake with each and every installation we perform. Obviously I can’t risk that reputation on equipment provided by suppliers with no pedigree”. Tim added, “I’ve worked with Pro-Vision on a regular basis, they are competitive, deliver without fuss or bother, offer consistent pricing and provide any support that’s needed.”
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