Clinical Contact Caseworker

FAQ's

Pay Queries


If you cannot find the answer in our FAQs please use our web chat function, or contact the National Service Centre by calling us on 0333 240 7552 or emailing us at contacttracing@nhsprofessionals.nhs.uk

This role is paid at the band 6 (or equivalent) pay rates. These are:

Hourly rate:

Days £17.35 per hour

Nights and Saturdays £22.55 per hour

Sundays and Bank Holidays £27.75 per hour

Yes, we pay according to Agenda for Change. This means Saturdays, Sunday's and Bank Holidays have enhanced pay rates.

Payment is weekly, based on releasing your authorised timesheets by 23:59 every Sunday in order to be paid the following Friday. We will authorise your timesheet based on your shift booking and your matching work activity data. In order to be paid accurately, please ensure you log into Amazon Workspace at the beginning of your shift, and log out at the end of your shift.

Your shift will be authorised within 48 hours of working a shift. Please note, if your shift is still not authorised by this time, you will need to email contacttracing@nhsprofessionals.nhs.uk so we can investigate the discrepancy with your work data.

Please note, your first payment can take up to 3 weeks due to the volume of workers we have to set up on the payroll. However, once you have been set up on our payroll you will be paid weekly, providing you release your timesheets on time.

For help on using My:Bank please download our "My:Bank Members User Guide" or watch the videos here.

Shifts worked on a Sunday will not be authorised until the day after, Monday at 6pm at the earliest, and therefore will not be paid until Friday the week after.
Standard is the shift type not your rate of pay. The system automatically applies Agenda for Change pay rules

Your timesheet will show as being authorised. Please refer to My:Bank guide for more details. The link below will take you to helpful videos.

https://www.nhsprofessionals.nhs.uk/en/e-Library/Video

At the end of a shift a timesheet is automatically generated. The timesheet will then be authorised within 48 hours, ready for you to review. If the details are correct please release your timesheet. If the details are not correct eg start time, end time please click on query and provide details. Please do not use the query function to ask general questions as this will delay your payment until the query is resolved.
Please contact the National Service Centre on 03332 407 552
Please contact the National Service Centre on 03332 407 552
This means you have agreed the details on your timesheet and it will be processed for payment in the next payroll
This function enables you to query a timesheet if the details are incorrect, for example your start time or end time. Please do not use this to ask any other questions as queried timesheets are not picked up in the next payroll. Only released timesheets are picked up in the next payroll.
Please query the timesheet on My:Bank and let us know you were unable to work the shift
Workers are entitled to a 30 minute rest break during their working day if they work more than 6 hours a day. All breaks are unpaid.
Please release your timesheet so that we know you have completed the shift. This is for our records only. Releasing your timesheet will not trigger a payment.
Yes, you accrue holiday. To book your holiday shifts you should login to MyBank and go to the Holiday Booking section. You need to book a holiday shift and release it so that payment can be made. Please note you cannot book a holiday shift at the same time as a shift you are working

As this role is undertaken from home, we would expect you to be able to continue to work during any period of self-isolation. If you are unwell and receive a positive COVID test please see below.

Yes, you should fill in the form on our website which can be found here https://www.nhsprofessionals.nhs.uk/self-isolation/submit.html , selecting the option “I have received a positive COVID test”. The end date on the form should be 2 weeks from when you were initially unable to work. You should then refuse out of your shifts with the reason “self-isolation”. These shifts will then be added back and automatically approved, released and paid in the normal way.
Yes you will be paid – if the family member who tests positive for Covid-19 is under 18 and you are required to care for them and self isolate you should fill in the form on our website which can be found here, selecting the option “A Member of my household under the age of 18 is displaying symptoms consistent with COVID 19”. You should then refuse out of your shifts with the reason “self-isolation”. These shifts will then be added back and automatically approved, released and paid in the normal way.
Workers need to take a 30 minute rest break during their working day if they work more than 6 hours a day. All breaks are unpaid and automatically applied. Please ensure you take regular breaks for your health and wellbeing.

This will depend on your circumstances.

If you are getting Statutory Maternity Pay from one employer and, before your baby is born, you do some work for another employer, your Statutory Maternity Pay is not affected.

If you work for another employer during the statutory maternity pay period but after the baby is born, you may lose your entitlement to Statutory Maternity Pay. It will depend on whether you worked for another employer during the 15th week before the baby was due. Therefore, if you were on the bank with NHS Professionals during the 15th week before your baby was due, your Statutory Maternity Pay should be paid as usual. If you did not work through NHS Professionals during the 15th week before your baby was due, your Statutory Maternity Pay would stop from the start of the week that you worked for NHS Professionals.

Please consult https://www.gov.uk/government/publications/maternity-benefits-technical-guidance for further information on this area.

You can book holiday via My:Bank – further information can be found here: https://www.nhsprofessionals.nhs.uk/Working-Shifts/Booking-Holiday
You can view your payslip by logging into My:Bank. The link will take you to helpful videos. https://www.nhsprofessionals.nhs.uk/en/e-Library/Videos
Yes, you will be paid for the shifts you work irrespective of whether the cases you try to contact are available or not. Please ensure you update the NHS Test & Trace web tool (CTAS) appropriately if you are unable to reach a contact.
As this role is based at home, you may be able to claim tax relief on some of the bills you have to pay, guidance on claiming relief can be found on the GOV.UK website https://www.gov.uk/tax-relief-for-employees/working-at-home
National Health Service Business Services Authority has provided the following COVID-19 guidance on support for retired members.
If you are facing technical issues whilst on a shift due to a power cut or having internet connection issues, please email contacttracing@nhsprofessionals.nhs.uk with details from your internet or electricity supplier so a member of the team can review your case
Please contact the Technical Support Desk on Phone: 020 3986 5902 (press option 1) and ensure they provide you with a ticket reference number, as you will need this reference number when you contact NHS Professionals. Please send us an email including your shift details and the ticket reference number to contacttracing@NHSProfessionals.nhs.uk and we will investigate this on your behalf.