CareLineLive

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: CareLineLive homecare management suite Cloud software is web-based, so it can be accessed from any suitable, Chromium-based browser enabled device, e.g. Chrome, Edge, Chrome preferred, with an internet connection. The Carer Companion mobile app operates on current supported versions of Android and iOS mobile devices (smartphones), recommended minimum mobile data allowance 1GB per mobile device/line p.m.
System requirements: CareLineLive Management Platform/Care Circle: via secure internet Chromium-based browser login.

CareLineLive Management Platform/Care Circle: Chrome, Edge, Chrome preferred.

CareLineLive Management Platform/Care Circle: Desktop/laptops required for UI access.

Carer Companion app: requires current Android & iOS versions.

Android app requires Android 5 (Lollipop)/above, GPS, rear-facing camera.

IOS app requires iOS 12.2/above.

CareLineLive Carer Companion app: distributed via Play Store and AppStore.

Evidenced visit times/locations with CareLineLive Carer app use QR codes.

CareLineLive Carer Companion app: location co-ordinates captured via GPS.

User support

Email or online ticketing support: Email or online ticketing
Support response times: Issues raised by email: CareLineLive use best endeavours to determine (during Working Hours, i.e. Mon-Fri 9am - 5:30pm excluding public holidays in England, unless stated otherwise below) whether an issue affects protected functionality and into which priority category an issue raised falls. Priority categories:
Critical (reported 24 x 7)
High
Medium/Normal
Low
Target acknowledgement (email): 30 minutes.
Issue target response and fix times:
Critical: 2 hours response, 4 hours fix (24 x 7 x 365 clock)
High: 4 hours response, 2 working days fix
Normal: 8 hours response, 7 working days fix
Low: 3 working days response, future release fix
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: The CareLineLive support desk is available via online chat facility, e-mail and phone.
Web chat accessibility testing: None to date.
Onsite support: Yes, at extra cost
Support levels: CareLineLive Support Service operates 24 x 7 x 365 days p.a. for Critical (Cloud software service down, not due to customer specific localised issues affecting a customer such as failure of customer devices, mobile coverage, or local internet access etc.) issues, and during office hours (9:00 a.m. – 5:30 p.m., Monday to Friday excluding English public holidays) for all issues.

The Support Service is the first point of contact for all Customer enquiries and service-related issues, receives support requests via email to our support portal 24 x 7 x 365, or by phone or web chat during office hours. Support calls/emails/messages are logged, processed and followed up by our Support Service Staff for the prices quoted.

CareLineLive Support Service also provides general advice and guidance on Service use, incident knowledge, workarounds and next release information.

Client management:

During implementation, CareLineLive’s Project Manager is responsible with escalation to the designated CareLineLive Account Manager for the customer, and then CareLineLive's Operations Director or Managing Director if/when applicable.

Post implementation, CareLineLive's designated Account Manager and Contract Manager for the customer are responsible for BAU liaison and Contract and Performance reviews respectively, with escalation to CareLineLive's Operations Director or Managing Director if/when applicable.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: We provide business process consultancy to aid customers define the most appropriate changes to their business process to obtain maximum benefit from our Cloud Software. Upon implementation CareLineLive homecare management suite and Mobile Cloud software will then reflect their new business process requirements and workflow. We then provide contextual onsite training, online training, and user documentation (collectively onboarding), plus support via a designated project management, and our Support Service.

Training and documentation
Comprehensive training is part of our onboarding process. There are three sessions covering:

Session One
• How to access and use our eLearning platform
• Setting up your first user account on CareLineLive, and share details of how to get in touch with support
Session Two
• Carer and client schedules
• Rostering
• Tasks and eMAR
• The carer companion app
Session Three
• Invoicing and payroll
• HR tools - requirements, training, reviews
• Reporting
Service documentation: Yes
Documentation formats: PDF
End-of-contract data extraction: CareLineLive will assist with the migration of data at the end of the contract, in a CSV Export format for CareLineLive, with the following quite straightforward process which is our standard approach in this regard:
1. The customer provides written contract termination notice to: accounts@mas-group.co.uk
2. The customer will receive a written notification reply letting you know we have received the request. Our reply will include the end date.
3. The customer will be provided instruction on how to receive your data. The data comes in the form of CSV exports for CareLineLive.
4. We delete the customer data in our hosting after the customer has confirmed satisfactory receipt, onboarding to the new system and sufficient UAT.
We typically include an allowance for Project Management and Technical Services in our pricing response to oversee the exit process at the end of the contract.
End-of-contract process: We normally include sufficient chargeable time in each contract for our designated project manager (exit) to prepare and agree the exit plan with the customer, then manage the exit (supplier side) and for our technical services team to offboard the customer's data, preparing the CSV file exports, prior to deleting the customer's data in accordance with the following quite straightforward process which is our standard approach in this regard:

1. The customer provides written contract termination notice to: accounts@mas-group.co.uk
2. The customer will receive a written notification reply letting you know we have received the request. Our reply will include the end date.
3. The customer will be provided instruction on how to receive your data. The data comes in the form of CSV exports for CareLineLive.
4. We delete the customer data in our hosting after the customer has confirmed satisfactory receipt, onboarding to the new system and sufficient UAT.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Chrome
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: CareLineLive Management Platform and Carer app services are fully integrated, real time, complementary.
Scheduling: performed in CareLineLive homecare management suite Cloud software, individual care plans, assessments and reviews for each service user created, rosters, tasks, medication plans configured, assigned to visits, and published.
Rotas: sent automatically via the Carer app: carers view their own rota, visit, task details (including medication) etc., log visit times, record feedback/visit notes, observations, concerns, and service user comments (as applicable).
Visit times, task completions, and data including medication dispensed: once logged/recorded, automatically updates the planned roster with actual times/data for processing/reviews.
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: CareLineLive Management Platform/Care Circle Family Portal:
Browser based: instant access to the main functional areas of the CareLineLive service via a vertical tool bar, multiple browser tabs can be kept open. Data entry/review is via configurable, auto verifying fields for data type at the point of saving if not before. Extensive use made of colours, graphic charts, fly by/hover over tips.
Carer Companion app:
Native app-based: Care workers view their rota, visit, task details (including medication tasks) etc., log their visit times (via QR code), record feedback/visit notes/observations/carer concerns, including service user comments (all as applicable).
Supports online/offline working.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: The CareLineLive homecare management suite system is cloud based, accessed via standard Chromium-based browsers, such as Chrome, Edge, Chrome preferred, and is designed to support standard browser-compatible accessibility tools.

The CareLineLive Carer Companion app is supported on current supported versions of Android and iOS, and hence support the standard accessibility tools on each of these platforms respectively.

Further notes on Accessibility with regard to the CareLineLive Management Platform and Carer Companion app as applicable:

CareLineLive is compliant against WCAG 2.0, and we design our CareLineLive solution against the WCAG 2.1 AA standard, but the latter has not as yet been externally audited. With respect to WCAG 2.1 AA, for example:

• Our design system enforces colours that use appropriate contrast levels to remain legible to vision-impaired users.
• We employ automated linting for HTML pages that ensures appropriate aria- attributes are in place to enable use of screen readers.
• Forms controls are built to enable keyboard navigation.
API: Yes
What users can and can't do using the API: We have several APIs in place or currently in development for fetching information, so we request that Buyers please contact us for the latest information in this respect. That said, generally, our CareLineLive API is in line with Gov standards: REST, OpenAPI documentation, HTTPS, UTF-8, JSON, authorisation will be via OAuth2; JSON response format.
Only push processing supported.

We would expect to work with the customer's analysts to develop a complete configuration blueprint that describes how the solution needs to be configured to deliver the full functionality.

Our consultants would work with the customer's and/or 3rd party system analysts using configuration tools supplied as part of the Solution to build the desired configuration into the base Solution, and to test completeness and accuracy. Typically, this work is scoped and priced within the contract value.
API documentation: Yes
API documentation formats: PDF

Other
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: CareLineLive has been built to service the Domiciliary Care sector, for use by care providers delivering social care services in the community. The use of CareLineLive is not restricted to only domiciliary care, and is highly configurable, off-the-shelf as it were. E.g. the teams and teams names, service user types, staff types and grades, booking types, tasks, and qualifications required, reviews and assessments can all be configured by the customer. Service users and staff can be assigned to their respective teams (staff can be assigned to multiple teams, service users usually to one team relevant to their service type and geographical location). And CareLineLive includes the ‘Permissions Matrix’, which enables customer System Administrators to assign each of their user types to the appropriate roles and thus invoke the relevant permissions.

Furthermore, CareLineLive includes User Defined Fields so any additional fields required by the Council can be added too.

Scaling

Independence of resources: CareLineLive is built using a SQL database architecture, utilising PostgreSQL, and therefore is inherently fully scalable. In addition, CareLineLive is hosted for UK customers by Amazon Web Services (AWS) in London (UK), a Tier 4 professional datacentre, using AWS High Availability, Multi-AZ and spot instances allowing the platform to grow automatically as required, on demand to suit any load. Hence, with this in-built spare capacity for large surges in activity, and by hosting on high availability servers, our AWS hosting scales and shrinks using spot instances.

Analytics

Service usage metrics: Yes
Metrics types: Generally we would include the provision of the following service metrics and a review online with the customer on a quarterly basis:
1. Service availability levels.
2. Number of Customer-reported incidents at each priority level and fix times.
3. Number of supplier self-notified incidents at each priority level and fix times.
4. Any issues/support/breaches of the SLA.
5. Downtime periods.
6. Service availability figures and other relevant information to be provided to the Customer 5 days in advance of each meeting.
Reporting types: Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: None

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom
User control over data storage and processing locations: No
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402

Physical access control, complying with another standard

Encryption of all physical media

Other
Other data at rest protection approach: CareLineLive:
• Architecture adheres to NHS public cloud guidelines.
• Public cloud supplier, AWS, currently hosted on AWS in a Tier 4 professional datacentre. All data is hosted and processed in the UK (London datacentre).
• Single-tenancy environment.
• Utilises PHP 8.2, PostgreSQL 14, Kubernetes 1.26
• BC/DR Plan available
• Auto-scaling architecture
• Backup: PITR, 31 day snapshot retention, off-site replication, replication + failover enabled.
• No fixed IP addresses.
• Strict firewall rules.
• Zero-trust methodology.
• Anti-malware protections.
• Web Application Firewall protects against DDOS attacks, potentially harmful connections.
• Automated testing of new software/dependency versions pre-deployment.
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: CareLineLive:
• Includes 30 Management Information System reports from visit financial information to carer utilisation, aiding pinpointing areas for improvement, helping evidence performance against standards (e.g. CQC). The reports can be exported to a mix of formats be it Excel, CSV or PDF depending on their type.
• Complies with the Data Migration DSC standard. Data is made available using the CareLineLive Data Extract feature via CSV and/or JSON files (manually initiated), depending on user preference. We also provide guidance information so customers would be able to extract data and build their own reports.
• Offers a Custom Report facility.
Data export formats: CSV

Other
Other data export formats: Excel

PDF
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

TLS (version 1.2 or above)

Other
Other protection between networks: CareLineLive complies with current National Cyber Security Centre (NCSC) guidance. CareLineLive:
• Supports multi-factor authentication (MFA)
• All data is encrypted in-transit and at-rest, supported by TLS 1.2 minimum for SSL connections, and;
• The platform has minimum password requirements in place.
• Is accessible via public internet; SSL enforced; authentication via OAuth2.
• Disables SSL 2.0, SSL 3.0, TLS 1.0 and TLS 1.1 protocols.
• Web services conform to local authority encryption standards.
• Utilises Service accounts with complex 32 character passwords.
N.B. Microsoft Entra ID is not currently on our roadmap, but would be considered if required.
Data protection within supplier network: TLS (version 1.2 or above)

Other
Other protection within supplier network: CareLineLive:
• Architecture adheres to NHS public cloud guidelines.
• Public cloud supplier, AWS, currently hosted on AWS in a Tier 4 professional datacentre. All data is hosted and processed in the UK (London datacentre).
• Single-tenancy environment.
• Utilises PHP 8.2, PostgreSQL 14, Kubernetes 1.26
• BC/DR Plan available
• Auto-scaling architecture
• Backup: PITR, 31 day snapshot retention, off-site replication, replication + failover enabled.
• No fixed IP addresses.
• Strict firewall rules.
• Zero-trust methodology.
• Anti-malware protections.
• Web Application Firewall protects against DDOS attacks, potentially harmful connections.
• Automated testing of new software/dependency versions pre-deployment.

Availability and resilience

Guaranteed availability: We propose a Service Level Agreement, which includes the Target Service Availability of 99.85% for our hosted services in any given 12-calendar month period, 24 hours per day, 7 days a week, 365 days per annum, planned maintenance periods excepted.
Approach to resilience: CareLineLive is an integrated solution, updating in real time, with all components developed by CareLineLive, hosted in the UK on AWS a Tier 4 professional datacentre, and we have 'automated' 24x7 monitoring.

As a consequence we have very high up-time records (to date showing 100% availability throughout 2024!). To evidence this, please refer to the following website:

CareLineLive Status: https://carelinelive.statuspage.io/

Indeed, we are classified as a Silver service by the NHS guidelines, reference this link: https://digital.nhs.uk/services/cloud-centre-of-excellence/cloud-security-good-practice-guide/9.-appendix-b-service-classifications

CareLineLive Group also operate our own Business Continuity Plan, to maintain support to customers in the event of a threat to normal operations.

Consequently, we are pleased to confirm that we will provide our CareLineLive solution with target availability of 99.85% (i.e. in the absence of P1 Critical system down, target availability is 99.85%).
Outage reporting: Via the CareLineLive Status: https://carelinelive.statuspage.io/.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)

Username or password

Other
Other user authentication: In accordance with current National Cyber Security Centre (NCSC) guidance CareLineLive:

a) Supports multi-factor authentication (MFA)
b) All data is encrypted in-transit and at-rest, protecting against interception as well as unauthorised access to the underlying servers and supported by TLS 1.2 minimum for SSL connections, and;
c)the CareLineLive platform has minimum password requirements in place. These are:

- Minimum of 8 Characters
- Must not be a compromised password (known to be exposed in a data leak according to pwned.com)

Federated authentication via Microsoft Entra ID is not currently on our roadmap, but would be considered if required.
Access restrictions in management interfaces and support channels: CareLineLive has access to all data, because we will be hosting the database and file storage. However, appropriate and strict access controls in place ensure that only the MD/Director of Development can authorise access to the data. Data is encrypted in-transit and at-rest at all stages.

For customer support, if trouble-shooting requires access to data within a particular customer's environment, explicit permission is requested for the access from the customer and then access is approved for a CareLineLive staff member by either the MD, Director of Development or Director of Operations. All access requests are logged for future audit purposes.
Access restriction testing frequency: At least once a year
Management access authentication: Username or password

Other
Description of management access authentication: For customer support, if trouble-shooting requires access to data within a particular customer's environment, explicit permission is requested for the access from the customer and then access is approved for a CareLineLive staff member by either the MD, Director of Development or Director of Operations.

Also equipment is whitelisted on the company network.

All access requests are logged for future audit purposes.

If necessary and appropriate, CareLineLive will agree to a data sharing agreement.

Audit information for users

Access to user activity audit information: Users have access to real-time audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: Users have access to real-time audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: QMS International
ISO/IEC 27001 accreditation date: 27th May 2022
What the ISO/IEC 27001 doesn’t cover: All recommendations identified during our most recent ISO 27001 2013 audit have been implemented. We also perform quality monitoring via our ISO 9001 certification.
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: ISO 9001:2015 upto 26th May 2025 registration #369912021

ISO 27001:2013 upto 26th May 2025 registration #369912021

Cyber Essentials, upto 20th Oct 2024 registration #0db1bae1-77a6-4cb5-9422-7672b04c7de7

Cyber Essentials Plus, upto 28th Nov 2024 registration #63aab50f-4842-4928-822c-caecbbb4f4b1

NHS DSP Toolkit, organisation #8KH75, most recently 30th Oct 2023

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001

Other
Other security governance standards: CareLineLive, part of MAS Technicae Group (international) Ltd, is an NHSx certified Digital Social Care Record (DSC) assured supplier, NHS Data Security Protection (DSP) Toolkit compliant, Cyber Essentials Plus, ISO 9001 and 27001 certified.
Information security policies and processes: CareLineLive Group (/MAS Technicae Group (International) Ltd ) operates an IMS that has gained ISO 9001:2015 and ISO 27001:2013 certifications, including aspects specific to its Scope of Certification. CareLineLive Group aims to provide defect-free products and services to its customers on time and within budget, and is committed to operating its business responsibly in fulfilment of its compliance obligations. It is the Organisation’s declared policy to operate with and to maintain good relations with relevant regulatory bodies. CareLineLive Group has prepared and published an Information Security Policy and a suite of information security aspect-specific IS policies, held as part of the IMS, that should be used in conjunction with this overall IMS Policy. Top management is committed to:
• Develop and improve the IMS
• Continually improve the effectiveness and performance of the Integrated Management System
• The enhancement of customer satisfaction.
All personnel understand the requirements of this IMS Policy and comply with the contents of the IMS. The Organisation constantly monitors its performance and implements improvements when appropriate.
The CareLineLive Group follow, maintain and uphold ISO 27001, and ISO 9001 information security policies and processes and are registered with the UK ICO.

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: Managing changes covers requirement gathering, specification, coding, testing and release management with respect to the live CareLineLive environment.
We adhere to a strict change control process, documented in the CareLineLive Group ISO Secure Systems & Development Aspects Policy. Any change requests will be carefully considered, documented in a requirements specification documentation that has to be agreed and signed off by all stakeholders prior to resources being assigned.
Major changes: applied during planned maintenance window in consultation and with agreement of the customer typically during low traffic periods. Minor changes: applied during normal hours of business at CareLineLive discretion.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Appropriate patching controls ensure technical vulnerabilities are managed effectively: adherence to the Malware and Vulnerability Aspects Policy and Directive.
Controls (Anti-Virus software, hardware/software firewalls, Internet web traffic): scanned for malware, potential phishing threats are used to detect threats. Threats risk assessed, appropriate action determined by the ISMS committee, recorded in the risk register, risks mitigated depending on severity/impact.
Issues deemed critical: target resolution within two business days or as soon as possible.
Anti-Virus software, hardware/software firewalls, Internet web traffic scanned for malware, and potential phishing threats: Logs are checked regularly, any significant reports escalated to the ISMS Committee and investigated.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: CareLineLive Group perform protective monitoring in accordance with our ISO policies and procedures, (clause A.12.4 refers) overview:
A12.4.1 Event logging: Event logs that record user activities, exceptions and information security events to be generated and retained for an agreed period to assist in monitoring access control and as evidence in potential information security investigations.
A.12.4.2 Protection of log information: Event logs and the systems and services used to generate them to be protected against unauthorised access or modification.
A.12.4.3 Administrator and operator logs: System administrator and operator activities to be recorded, with the logs protected and subject to review.
Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach: Incident reporting uses our ISO9001 logging process which identifies the problem, possible source, etc. A threat assessment is done to determine what impact is likely and then escalated as required. All incidents are then reported on the ISO27001 logs which will be shared with the Customer. We report routinely once a month but if there is a serious incident such as a GDPR breach then this is reported and acted upon without delay in order to minimise or mitigate any damage. Where needed we will also report to the ICO and other bodies as required.

Secure development

Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: Yes
Connected networks: Health and Social Care Network (HSCN)

Other
Other public sector networks: CareLineLive is integrated with: NHS HSCN

Social Value

Tackling economic inequality
Equal opportunity
Wellbeing

Tackling economic inequality

CareLineLive Group Social Value Policy:

At CareLineLive Group we create infrastructure, support local communities and enable growth to deliver community benefits and additional social value. We assist our customers to maximise social, economic and environmental wellbeing of local communities in accordance with The Public Services (Social Value) Act 2021, The Procurement Reform (Scotland) Act 2014 and the Wellbeing of Future Generations (Wales) Act 2015.

This policy is supported by our sustainability strategy, 'Our Sustainability Policy', and delivered through our community investment targets on an annual basis.

Through collaboration with our customers and suppliers we are committed to:

Employment & Skills
Enabling local people to obtain skills needed to access employment – working with local technical colleges to offer apprenticeship.
Providing our employees with new skills for the future, access to ongoing training
Creating employment opportunities within the community
Removing barriers to employment within the IT industry
Offering employment to those who have served in the armed forces
Local Business & Economy
Procuring goods and services locally wherever possible
Supporting small and micro businesses, social enterprises and minority owned businesses to improve capability and grow sustainably

Community Engagement
Carrying out activities that deliver benefits to local communities
Supporting local community-based charities that support employment opportunities and environmental regeneration to meet local needs.
Working with education and training providers to offer educational support and work experience opportunities
Supporting our team to live healthier lives
Environment:
Using resources efficiently to reduce waste and maximise value – wherever possible being a paperless company
Reducing our impact on the environment but recycling and being mindful of resources used within our work environment
Promoting sustainable and ethical procurement

Governance, Measurement & Reporting
We maintain clear records on how we deliver this policy

We communicate this policy to all our employees, supply chain and review it annually.

Equal opportunity

CareLineLive Group Social Value Policy:

At CareLineLive Group we create infrastructure, support local communities and enable growth to deliver community benefits and additional social value. We assist our customers to maximise social, economic and environmental wellbeing of local communities in accordance with The Public Services (Social Value) Act 2021, The Procurement Reform (Scotland) Act 2014 and the Wellbeing of Future Generations (Wales) Act 2015.

This policy is supported by our sustainability strategy, 'Our Sustainability Policy', and delivered through our community investment targets on an annual basis.

Through collaboration with our customers and suppliers we are committed to:

Employment & Skills
Enabling local people to obtain skills needed to access employment – working with local technical colleges to offer apprenticeship.
Providing our employees with new skills for the future, access to ongoing training
Creating employment opportunities within the community
Removing barriers to employment within the IT industry
Offering employment to those who have served in the armed forces
Local Business & Economy
Procuring goods and services locally wherever possible
Supporting small and micro businesses, social enterprises and minority owned businesses to improve capability and grow sustainably

Community Engagement
Carrying out activities that deliver benefits to local communities
Supporting local community-based charities that support employment opportunities and environmental regeneration to meet local needs.
Working with education and training providers to offer educational support and work experience opportunities
Supporting our team to live healthier lives
Environment:
Using resources efficiently to reduce waste and maximise value – wherever possible being a paperless company
Reducing our impact on the environment but recycling and being mindful of resources used within our work environment
Promoting sustainable and ethical procurement

Governance, Measurement & Reporting
We maintain clear records on how we deliver this policy

We communicate this policy to all our employees, supply chain and review it annually.

Wellbeing

CareLineLive Group Social Value Policy:

At CareLineLive Group we create infrastructure, support local communities and enable growth to deliver community benefits and additional social value. We assist our customers to maximise social, economic and environmental wellbeing of local communities in accordance with The Public Services (Social Value) Act 2021, The Procurement Reform (Scotland) Act 2014 and the Wellbeing of Future Generations (Wales) Act 2015.

This policy is supported by our sustainability strategy, 'Our Sustainability Policy', and delivered through our community investment targets on an annual basis.

Through collaboration with our customers and suppliers we are committed to:

Employment & Skills
Enabling local people to obtain skills needed to access employment – working with local technical colleges to offer apprenticeship.
Providing our employees with new skills for the future, access to ongoing training
Creating employment opportunities within the community
Removing barriers to employment within the IT industry
Offering employment to those who have served in the armed forces
Local Business & Economy
Procuring goods and services locally wherever possible
Supporting small and micro businesses, social enterprises and minority owned businesses to improve capability and grow sustainably

Community Engagement
Carrying out activities that deliver benefits to local communities
Supporting local community-based charities that support employment opportunities and environmental regeneration to meet local needs.
Working with education and training providers to offer educational support and work experience opportunities
Supporting our team to live healthier lives
Environment:
Using resources efficiently to reduce waste and maximise value – wherever possible being a paperless company
Reducing our impact on the environment but recycling and being mindful of resources used within our work environment
Promoting sustainable and ethical procurement

Governance, Measurement & Reporting
We maintain clear records on how we deliver this policy

We communicate this policy to all our employees, supply chain and review it annually.

Pricing

Price: £11 to £16.50 a user a month
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: Including access to a full version of CareLineLive Cloud software, Care Circle family portal and Carer Companion app. Not included: professional services, customisations, integrations with third party systems, and bespoke development. Time limited: by prior agreement. Part chargeable pilot schemes also available (automatically ongoing if proven).
Link to free trial: On request

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

CareLineLive

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents