Medi-call provides personal alarm systems to the elderly and infirm. Customers are principally those people who live alone, preferring to stay in their own homes rather than be looked after in some form of institutional care or with family. The customer has a small transmitter/receiver, which can be worn as a pendant or on the wrist like a watch. If the customer has a problem they press the button on the pendant, which activates a base station located at the customer’s telephone. The base station calls Medi-Call’s contact centre, which provides 24/7 cover to ensure maximum reassurance for its customers. Medi-Call’s agent will attempt to establish contact with the customer. Because the transmitter is so sensitive, it is possible to carry out a conversation up to 50 metres away from the base station. Medi-Call’s staff are trained to provide immediate reassurance to the caller, who is likely to be confused and frightened. Each customer provides immediate reassurance to the caller, who is likely to be confused and frightened. Each customer provides a number of contact numbers, including neighbours and immediate family. If there is a problem, as for example an elderly person having fallen and not being able to get up, the normal procedure is for Medi-Call to alert the closest neighbours, asking them to visit and call back. If required, Medi-Call will alert emergency services and also contact family members if appropriate. The call centre deals with a wide range of demands:1.  Emergency calls : These result in Medi-Call agents being on the phone for an average of 30 minutes. This time may be spread over a number of calls to the customer, neighbors, family and so on. Each emergency call requires an average of 8 minutes’ administration time to ensure records are kept up to date-this is normally completed immediately after the call is completed and definitely before the agent completes their shift.2.  Technical enquiries: These calls normally come from new customers, unsure about the function of the  equipment. The average duration these calls is 5 minutes, with 1 minutes associated administration time.3.  Reassurance calls: Medi-calls encourages customers to ring the call centre about once a month to check that the equipment is working properly. Many elderly customer spend long periods by themselves at home and see this an opportunity to have a rather longer conversation than is strictly necessary. Medi-call considers this as part of the service it provides. The average reassurance call lasts about 6 nutes, with 1 minute associated administration time.Medi-call estimates that its employees are effective for about 80 per cent of the time that they are on shift and this forms the basis of its staff scheduling system. This figure allow for short comfort breaks and also recognizes that not all staff are fully competent. Medi-call provides thorough induction training and continuing staff development, but annual turnover of staff is in the order of 20 per cent and it takes upwards of 6 months for staff to be fully trained.The majority of calls are handling by the member of staff who is the first point of contact. In under 10 per cent of calls, the agent handling the call may ask for assistance from a more experienced colleague or the supervisor.When does Medi-Call’s call centre enter the coping zone? What is the likely impact of this overload on customers and staff?What strategies do you recommend that Medi-Call adopts in busy periods? What actions would you need to take to implement them effectively?Do you agree with Medi-Call’s philosophy on reassurance calls? What do you recommend?Supplement:Case Exercise III – Medi-Call Personal Alarm Systems Ltd.2 pages

Instructions:1. Research an additional leadership concept, that of Level 5 Leadership as defined and reported by Jim Collins and his research team in the book Good to Great: Why Some Companies Make the Leap…andOthers Don’t (HarperBusiness, 2001). You may use this book as one of your primary references and/or you may use sources you find online. 2. The paper is to have three sections and be five to eight pages in length.· The first section is to research and define the concept of Level 5 Leadership…whatis it? How is it different from other leadership styles? Why is it important?This section of your paper is worth approximately 40% of the paper grade. Itshould be at least 2 pages long and needs to be explained in your own words…notjust copied from your research. If you do quote sources, be sure to do soappropriately with quotation marks and APA citations.· The second section involves the presence or lack of Level 5 Leadership in an actualorganization. Please choose one organization and research the impact the leaderof the organization had on its success or failure. You can choose eitherperspective to write on…how an organization benefitted from the presence of aLevel 5 Leader OR how an organization suffered because of a failure ofleadership at the highest level. Explain what happened in this organization andhow the leader impacted the outcome. Again, this section of your paper shouldbe at least 2 pages long and needs to provide specific information on theseries of events within the organization, specific decisions made or influenceexerted by the leader and the impact of leadership on the organization’sultimate success. This section of your paper is also worth approximately 40% ofyour paper grade.· Finally, the last section of the paper (worth approximately 20% of the grade) is for youto process what you have learned about Level 5 Leadership that you can apply toyour personal leadership style. How the lessons learned by Collins and his teamcan improves your leadership style and thereby, impact the organization ofwhich you are a part? How are you going to apply this information in your ownlife? How do you think it will make a difference? This section should be atleast 1 page long.3.  Be sure to prepare your document in a standard APA format and list references.  4. Plagiarism free 5. Need by Tuesday, July 23 at 12:00 p.m. EST (eastern standard time).

Write a 200- to 300-word summary of the following questions:·How are the arts in your community supported by various agencies and citizens?·Do you think there is enough or not enough support of the arts by these entities? Explain why or why not.·What is your role in the creation and support of art in your community?