Help Pages

We created Yokeru to help coordinators confirm their tenants' wellbeing at the time tenants want, even if the monitoring centre is busy or when there are emergencies on the site. Yokeru keeps tenants safe. 

Yokeru calls the tenant on their landline or mobile phone and asks them if they are okay today (just like a morning call). The tenant responds with a push of a button. If tenants need assistance (press 0) or don't pick up their phone, either the monitoring centre follows up with support, or the scheme-based staff will be notified.

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FAQs

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What type of calls are used most by the tenants?

• Reminder calls for lunch
• Reminder calls for hospital appointments
• Reminder calls for dentist appointments
• Reminder calls for the tenant to collect their weekly prescription
• Wellbeing check-in calls (daily)

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What happens if the tenant missed their call?

Yokeru will ring the tenant two more times with 5-minute in between each attempt. If we still haven't reached the tenant, an operator at the monitoring centre will call them at home or on their mobile.

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What happens if the tenant needs help?

If the tenant presses '0' or doesn't pick up their phone, then the monitoring centre will be informed. First, the monitoring centre will try to call the tenant. Then the monitoring centre will contact the scheme coordinator when on-site, and the tenant's family if not. You can see how your tenants respond to the calls on the results page of the Yokeru website.

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What is the difference between a reminder call, and wellbeing call?

A wellbeing call escalates to the monitoring centre if the tenant needs support.

A reminder call is just a reminder to your tenants with an audio recording, and it does not ask for a response. A reminder call does not escalate.

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Can the tenants get a call whenever they like? Do they need to use it continuously?

The tenant can decide to get a call at any time, on any day, for any length of time. It takes moments to set-up a call.

Two examples are:

• The tenant would like daily reminders to check in on their wellbeing
• The tenant would like a monthly reminder call for their Friday morning doctor's appointment

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What happens if tenants press 1 and say they're okay when they are not okay?

This service works with and is not a replacement for other safety devices in the home. If the tenants need assistance, they can still press their pendants or pull their pull chords.

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Should coordinators still submit call lists when they go away?

No, all call lists are now managed on Yokeru, as either 'Yokeru calls' and Operator calls'.

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When should a tenant be excluded from the service?

Exclusions are assessed on a case-by-case basis. Please submit an excursion request if the tenant:

• They do not have a landline or mobile phone
• Are unable to take phone calls because of vulnerability (late-stage dementia)

Exclusion requests must be made by email to your system administrator. If you don't know who your administrator is, please email hector@yokeru.io. Please include the scheme number and flat number in your request. When you've made an exclusion request, you can set up an operator call from the monitoring centre.

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How to: Getting Started

How do I add a tenant?

On the top right of the page, select "add tenant" and click "individual add". Yokeru will add the tenant immediately. Please ensure the phone number format starts with 44 (e.g. 447782671625 - note no "0").

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How do I set up a call?

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How do I update the settings of a call?

When a call is set up, click on the call pill to edit the call. This will show a pop-up with a start date, end date, call days and call times.

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How do I set up a call from the monitoring centre?

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How to: Results Page

An introduction to your results page

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Which results does the page show?

The results page only shows calls where there are no redials remaining. This means that if a tenant has missed their first Yokeru call, but there are two more attempts remaining, you won't see the result yet on the results page. If a tenant's call escalates on the first ring, then the result will be shown.

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What do the call status's mean?

Error: please contact support

This is most likely because:

• bad reception
• phone number does not exist

Answered

The tenant answered their call.

No response

The tenant missed their call.

Call busy

The tenant was on the other line.

Did not connect

This is most likely because:

• bad reception
• phone number does not exist

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How to: Yokeru Operator

For monitoring centres, Yokeru Operator makes it easy to manage (a) escalated Yokeru calls and (b) scheduled operator calls. Here's a quick run through. You can open and close calls, and they will disappear from the list. You can also now add case notes and see whether coordinators have already responsed to the escalation.

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How to: Do everything else!

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What happens if the phone line goes down?

The monitoring centre and Yokeru has backup phone lines to ensure this does not impact service. If the tenant's phone line goes down (their mobile phone breaks, for example), this is the tenant's responsibility.

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Will our current call systems be compatible with it?

Yes, Yokeru is compatible will all call systems. This is because the automated calls are made via the phone line (directly to the tenant's home phone or mobile), which does not interact with your current call systems.

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Would each scheme coordinator get a login to the portal?

Yes, each scheme coordinator gets their login to the portal.

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Can you set Yokeru up when you're on annual leave?

Yes, the coordinator can easily change the start and end dates if tenants are away. If you can't access Yokeru, your monitoring centre can also help you manage your calls.

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Can Yokeru be used for medication reminders?

It is possible, however, not recommended as there may be an overlap in prompting to take medication if the tenant has a carer which may result in a double dose.

If you have any more questions, please email hector@yokeru.io or use the chat button on the Yokeru website.