{"id":3886,"date":"2017-12-24T16:49:21","date_gmt":"2017-12-24T15:49:21","guid":{"rendered":"https:\/\/www.carelink.ch\/?p=3886"},"modified":"2026-06-19T11:00:52","modified_gmt":"2026-06-19T09:00:52","slug":"quand-un-incident-dechaine-les-demandes-dinformation","status":"publish","type":"post","link":"https:\/\/carelink.ch\/fr\/quand-un-incident-dechaine-les-demandes-dinformation\/","title":{"rendered":"Quand un incident d\u00e9cha\u00eene les demandes d\u2019information"},"content":{"rendered":"<h2 style=\"text-align: center;\">Carelink a mis en place un centre d\u2019appel \u00e0 Glattbrugg.<\/h2>\n<blockquote><p>Carelink peut, \u00e0 chaque instant, mettre en op\u00e9ration un num\u00e9ro d\u2019urgence pour soutenir les personnes affect\u00e9es. La hotline, qui compte jusqu\u2019\u00e0 30 lignes, devient d\u00e9sormais aussi une infoligne. La centrale t\u00e9l\u00e9phonique est d\u00e9sormais rapatri\u00e9e physiquement \u00e0 Glattbrugg et install\u00e9e \u00e0 c\u00f4t\u00e9 des bureaux de Carelink.<\/p><\/blockquote>\n<p><!--more--><\/p>\n<p>\u00catre pr\u00eat pour toute \u00e9ventualit\u00e9 : ce que Carelink recommande \u00e0 toute cellule de crise vaut d\u2019autant plus pour l\u2019organisation d\u2019assistance elle-m\u00eame. Un grand incendie ravageant les bureaux peut, par exemple, constituer une telle \u00e9ventualit\u00e9. Les collaborateurs de l\u2019entreprise sinistr\u00e9e auront certes pu se mettre \u00e0 l\u2019abri \u00e0 temps ; mais o\u00f9, le cas \u00e9ch\u00e9ant, pourront-ils travailler dans les jours qui suivent ? Les clients de Carelink pourront r\u00e9pondre sans tarder et de mani\u00e8re comp\u00e9tente \u00e0 de telles questions en recourant \u00e0 son infoligne.<\/p>\n<p>\u00ab L\u2019infoligne, un service suppl\u00e9mentaire, r\u00e9pond d\u00e9sormais \u00e0 une demande r\u00e9it\u00e9r\u00e9e ces derniers temps par diff\u00e9rents clients. \u00bb, explique Danilo Segreto, responsable du domaine Gestion des op\u00e9rations. \u00ab Et nous, nous serons encore mieux par\u00e9s pour l\u2019urgence. \u00bb<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Uniquement un personnel form\u00e9<\/strong><\/p>\n<p>Pour la ligne d\u2019urgence, qui servira aussi d\u2019infoligne, Carelink a am\u00e9nag\u00e9 un centre d\u2019appel d\u2019environ 100 m2 juste \u00e0 c\u00f4t\u00e9 de ses bureaux, \u00e0 Glattbrugg. En l\u2019espace d\u2019une heure \u00e0 peine, des caregivers peuvent desservir dix lignes. Tous ont suivi une formation suppl\u00e9mentaire pour l\u2019assistance t\u00e9l\u00e9phonique de personnes affect\u00e9es. Il faut quatre heures au maximum pour que toutes les 30 lignes soient op\u00e9r\u00e9es par des personnes qualifi\u00e9es, jour et nuit si n\u00e9cessaire.<\/p>\n<p><strong>Technique fiable et processus solides<\/strong><\/p>\n<p>Le mat\u00e9riel du centre d\u2019appel est \u00e0 la pointe de la technique, mais ce n\u2019est pas tout. Danilo Segreto a \u00e9galement d\u00e9termin\u00e9 les proc\u00e9dures qui permettent aux r\u00e9pondants de toujours disposer des derni\u00e8res informations. \u00ab A cet effet, nous utilisons le Crisis Information Management System (CIMS). Avec d\u2019autres partenaires, nous avons d\u00e9velopp\u00e9 cette plate-forme Sharepoint pour g\u00e9rer sp\u00e9cifiquement des situations de crise et l\u2019utilisons depuis environ un an. \u00bb De plus, il utilise le syst\u00e8me d\u2019information et d\u2019intervention (IIS) du Service sanitaire coordonn\u00e9.<\/p>\n<p>Les clients qui ont int\u00e9gr\u00e9 la ligne d\u2019assistance dans leur convention de prestation peuvent \u00e9galement recourir \u00e0 l\u2019infoligne. \u00c0 tout moment, il est possible d\u2019ajouter ces services aux accords conclus avec Carelink.<\/p>\n<p>En transf\u00e9rant l\u2019infoligne et le centre d\u2019appel \u00e0 Glattbrugg, Carelink \u00e9tend sensiblement sa palette. \u00ab Nous investissons afin de proposer des prestations encore plus compl\u00e8tes. \u00bb, commente Danilo Segreto. \u00ab Nous invitons avec grand plaisir les int\u00e9ress\u00e9s \u00e0 visiter notre nouveau centre d\u2019appel ou, tout simplement, \u00e0 passer nous voir. \u00bb<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Carelink a mis en place un centre d\u2019appel \u00e0 Glattbrugg.<\/p>\n<p>Carelink peut, \u00e0 chaque instant, mettre en op\u00e9ration un num\u00e9ro d\u2019urgence pour soutenir les personnes affect\u00e9es. La hotline, qui compte jusqu\u2019\u00e0 30 lignes, devient d\u00e9sormais aussi une infoligne.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[108,70],"tags":[],"class_list":["post-3886","post","type-post","status-publish","format-standard","hentry","category-portrait","category-newsletter-fr"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Quand un incident d\u00e9cha\u00eene les demandes d\u2019information - Carelink<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/carelink.ch\/fr\/quand-un-incident-dechaine-les-demandes-dinformation\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quand un incident d\u00e9cha\u00eene les demandes d\u2019information - Carelink\" \/>\n<meta property=\"og:description\" content=\"Carelink a mis en place un centre d\u2019appel \u00e0 Glattbrugg.  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