Acis Group's Response to Engagement During Covid-19

Friday 24th of April 2020

During the Covid-19 outbreak many organisations have had to make changes in the ways they are keeping their residents engaged.

Already we have seen great work across the sector from our members going above and beyond to make sure all of their residents stay connected and have the ability to contact someone if they are in need.

We asked one of our members, Acis, to share with us the steps they have put in place during the Coronavirus outbreak for their residents.

Early on, they identified 1800 vulnerable customers to get in touch that were highlighted through their support service, all over 70s and those living in sheltered accommodation schemes. 

Each person was sent a letter saying that Acis was there to support them through the outbreak and lockdown. 

Teams were mobilised internally from people who were now not able to carry out their regular day to day role, to call each of these 1800 customers in turn, to check in with them, see how they were coping and if there was anything Acis could do for them. 

For any customers identified as Red (on a RAG system), they are now being called once a week to see how they can help or signpost them to any services locally. Customers identified as Amber are now being called once every two weeks

All customers are to receive a call in April to check in and see if everything is okay and all customers are to receive a leaflet detailing service during this outbreak


Finally a new online hub has launched on their website to help give customers all the latest information they need such as:

  • Up to date service announcements
  • Frequently Asked Questions
  • Signposting to local services
  • Signposting to government information
  • Self-help guides around the home

All of these measures have been put in place to create a sense of togetherness and community when some of their residents may otherwise feel isolated.