With the outbreak of the war in Ukraine, representatives of the Civinity group of building maintenance and engineering solutions companies say they are receiving calls from clients not only about various failures, disruptions or inaccuracies in their building’s engineering systems, but also about who to share their concerns with. In response to the situation, the Group is launching a cooperation with the Silver Line, which will provide emotional support to the company’s elderly customers and introduce the possibility of regular peer-to-peer conversations.
According to Deividas Jacka, CEO and Chairman of the Board of Civinity, Civinity receives on average around 300 calls from its customers every day, most of them related to various home maintenance services. Recently, the specialists have noticed that customers are not only calling to report a fault, but also looking for someone to talk to and share their concerns.
“Understanding this emotionally challenging situation, we want to take care of our elderly customers, so we came up with the idea to offer our elderly customers the opportunity to talk to us on the Silver Line. It’s good to know that now all our clients are just a phone call away from a friendly conversation,” says D. Jacka.
In response to the war in Ukraine, the Group is providing real help to Ukrainian refugee families, as well as to all employees and stressed customers. It goes beyond this, says D. Jacka, who is constantly thinking about how to help people with their everyday problems.
“Kristina Čiuželienė, Head of the Sidabrinės linija Call Centre, says that such initiatives are very important. “For the past 7 years, we have been providing daily emotional support to people aged 60 and over, reassuring them, and offering them an opportunity for regular friendship conversations. During these years of the Silver Line, we have experienced how important it is for our interlocutors to have a contact who is ready to listen and help them “here and now”. That’s why we are keen to get involved in this initiative: we will take all calls from seniors referred to us by Civinity and help them with any concerns they may have,” says K. Čiuželienė.
Community is key
It is more important than ever to be united and attentive. Emergency experts advise that acting together and supporting each other can increase the chances of survival. When unexpected worries strike, it is important to stick to your daily routine and be physically and socially active. “Watch your elderly neighbours outside, in the shop and talk to them. It would be really useful to pop in and ask how they are feeling, if they need help. It’s important not to leave them alone with all the disturbing information,” advises K. Čiuželienė. A reminder about the friendly chat options on the Silver Line – which can also be referred to the Civinity call centre – costs nothing and allows the elderly to feel that they are being cared for.