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  What is worrying here is that a 'care line' is being called a 'call centre' and the suggestion that only those in sheltered care will get attention from anyone other than a key holder. Direct local knowledge, as well as some knowledge of those calling for help, would mean that in situations requiring the sort of help those with the lines could need beyond a visit from a friend can be attended to. As one example, localised flooding could well effect not only the caller but also the key holders and would require more than just a visit from a key holder. In such a situation direct local knowledge would enable those manning the care line to pass the call to the emergancy services, saving time and lessening distress. You can never reduce human problems to a series of pre-determined routines without creating more problems.

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