Three things happen to every call. In this order.
01 · Triage
The call is assessed as it happens, not after. What is this about, how quickly does somebody need to look at it, and who is the right somebody.
Eight categories, from routine enquiry through to emergency. The sorting happens before anyone opens a list.
Daughter reports a fall. No injury visible.
Escalated → on-call coordinator
logged
02 · Record
Who rang. When. What they said. What was decided. Written into a structured entry while the call is still going.
Not a transcript in a folder. Fields you can query a year later.
Carer cannot access property. Key safe code not working.
Assigned → scheduling team
logged
03 · Escalate
Anything time-critical goes to whoever is on, at the time, by the rules you set. SMS and email, with the full context attached.
Routine work waits for the morning, where it belongs.
Family querying next week’s visit times.
Queued → morning callback list
logged
Every call becomes an entry. Every entry has a time, a classification and an outcome. At Soma, 5,316 calls have produced 3,773 documented incidents since September 2025.
That is the product. The answering is how it starts, not what it is.
PriorityLine does not build your rota, schedule your staff or dispatch anyone. It handles the call and the work around the call, then hands a triaged, documented record to the systems and people who do the rest.
We are specific about this because the gap between managing your calls and managing your people is where a disappointed customer comes from.