Clinical Contact Caseworker

FAQ's

Role Queries


We have currently paused all new applications as we are still working through the list of applicants who showed an initial interest in joining at the start of the programme. We encourage you to click on the Register button if you are interested in being contacted in the future should we require more Clinical Contact Case Workers.

Your computer will need to have the following specifications:

  • You need a Windows (8.1 or above), macOS (10.12 or above) or Chromebox desktop or laptop.
  • Tablets (iPad, Android) or Mobile Phones are not supported.
  • Devices should be ideally less than 5-years old.
  • You need a screen resolution of, at a minimum, 1280x1024.
  • You should have Anti-Virus software installed and up to date (pre-installed on Windows)
  • You should have a minimum of 4GB memory (RAM)
  • CPU should be a minimum of 1.8GHz with at least two processor cores.
  • Intel Atom, Celeron or Pentium branded processors are not supported.
  • Free space – 20 GB minimum (SSD preferred)
  • Approved USB headset OR Stereo speakers and microphone and a sound processor or card that supports these
  • As part of the application process, we provide a built-in computer diagnostic test to determine if your computer meets our requirements.

 

Network Specifications:

  • 3Mbps download and 1Mbps upload speeds
  • If you are unsure of your speed please check by following the following link https://www.speedtest.net
Yes you can. This needs to be an enhanced DBS for both adults & children and have been issued within the last 12 months. This can be attached with your other right to work documents.
The Clinical Contact Caseworker role is home based, but you need to be based in the UK to work. Clinical caseworkers cannot operate in their roles from countries outside of the UK

Overall there is a high demand for shifts however they are released regularly on My:Bank. NHS Professionals release shifts on a rolling basis up to 6 weeks ahead. When new shifts are due for release they will be issued at staggered intervals between the hours of 6pm and 10pm onto the NHSP My:Bank platform.

Please note shifts become available throughout the day, due to cancellations by other workers, so please continue to check My:Bank on a regular basis to pick up short notice shifts.

Contractually you are not obliged to deliver a minimum number of hours and similarly NHSP are not obliged to offer you a minimum number of hours. However, due to the nature of the NHS Test and Trace programme, we are prioritising licences for workers who are available for an average of 20 hrs a week or more.
This will not impact your ability to book shifts and all DBS checks should be completed within 48 hours.
As the role will only be based from home, there is no need for an ID badge. ID badges are needed for Bank Members who work on Trust sites.
To be able to perform this role, you will need to have your own desktop or laptop with a reliable internet connection. You will also need your own headset/headphones with microphone capability that is able to plug into your computer/laptop.
In line with DHSC guidance, you can take special leave with pay for the recommended period of self-isolation or sickness with COVID-19. Your health and safety is our priority and this special pay provision is in place to ensure you are not financially disadvantaged during the COVID-19 pandemic.You will receive the normal shift payment for pre-booked shifts during any period of self-isolation or sickness with COVID-19. Please cancel out of the pre-booked shifts using the option "self-isolation" and then fill in our self isolation form here. These shifts will be automatically released on your behalf. This method will create greater equity for all workers supporting Trusts at this critical time, regardless of contractual arrangements.

You can check your previously booked shifts on My Bank 10 days after they were due to be worked, please do not call or email our service centre to follow up before the 10 days.  If after 10 days you are unable to see these shifts please do contact us. Thank you for your patience and understanding.

For any other medical condition, NHS Professionals and Doctors Direct have a sick pay policy in place. Although there is no legal obligation to offer Statutory Sick Pay (SSP), it is usual that the equivalent of SSP is paid to our workers.

You will need to provide proof of your right to work – see below criteria:

  • Your Proof of Right to Work in the UK (this must be the same as the document listed in the application you submit)
  • Valid or Expired UK/EEA Passport
  • Valid or Expired EEA Identity Card
  • Valid Passport (Non-EEA) AND Valid Visa
  • Valid UK Biometric Residence Permit

Birth/adoption certificate issued in the UK or Channel Islands AND document from a government agency or previous employer which includes your name and NI number (this could be your Trust payslip)

Please note: If your name is not the same on all documents, Change of Name documentation must be provided:

  • Marriage/Civil Partnership certificate
  • Proof of divorce/Civil Partnership dissolution
  • Adoption certificate
  • Deed Poll
To offer reassurance to all professionals who are assisting with the COVID-19 response , the indemnity section of the Coronavirus Act 2020 provides clinical negligence indemnity for activities such as this related to the Coronavirus outbreak. The indemnity powers in the new Coronavirus Act 2020 are not intended to replace any existing indemnity arrangements you may have. It provides a complementary indemnity to sit alongside your existing indemnity arrangements. For further information please see https://resolution.nhs.uk/wp-content/uploads/2020/05/Coronavirus-outbreak-indemnity-FAQs.pdf
You need to register your expression of interest and if you are successful we will invite you to complete an application.
By working as a Clinical Contact Caseworker, you will be responsible for liaising over the phone with Covid-19 patients, understanding their situation and assisting in the tracing and tracking of anyone they have been in contact with. This crucial role has been developed as part of the Public Health England Contact Tracing Service programme and will allow you to further play your part in defeating the pandemic. This initiative is supported by Department of Health & Social Care, NHS England & NHS Improvement and the Cabinet Office.

You will need to undertake the following compliance related tasks:

  • DBS Check
  • Video Interview
  • Occupational Health Checks
  • Statutory and mandatory training
  • Induction training

NHS Professionals release shifts on a rolling basis up to 6 weeks ahead. When new shifts are due for release they will be issued at staggered intervals between the hours of 6pm and 10pm onto the NHSP My:Bank platform. Our staggered approach is deliberate to prevent high volumes of users accessing the systems at the same time.

Please note shifts become available throughout the day, due to cancellations by other workers, so please continue to check My:Bank on a regular basis to pick up short notice shifts.

You can view the job description for the Clinical Contact Caseworker here (https://www.nhsprofessionals.nhs.uk/contact-tracer/Clinical-Contact-Caseworker/Job-Description)
The Clinical Contact Caseworker role is home based, but you need to be based in the UK to work. Clinical caseworkers cannot operate in their roles from countries outside of the UK
Clinical Contact Caseworkers have access to a bank of Team Leader support, which can be accessed during shift and on calls to index cases, but dialling 555. Due to the flexible nature of shift allocation, indvidual Clinical caseworkers cannot be assigned a specfic Team Leader.
NHS Professionals will be employing the Clinical Contact Tracers who register with them and are placed to work with Public Health England
You will be notified that your DBS has cleared as you will receive a certificate from DBS. If we have any questions about your Occupational Health we will be in touch.
You should check what you are covered for under the terms of your existing home insurance policy. Some home contents insurance policies (not buildings insurance) provide cover for ‘administration’ duties, while others won’t cover any items that are used for ‘business or professional purposes’. Please contact your home contents insurer for further details.
NHS Professionals release shifts on a rolling basis. When new shifts are due for release they will be issued at staggered intervals between the hours of 6pm and 6am onto the NHSP My:Bank platform. Our staggered approach is deliberate to prevent high volumes of users accessing the systems at the same time. There is currently no end date to the programme for Test and Trace so shifts will continue to be released on a daily basis.
Overall there is a high demand for shifts however they are released regularly on My:Bank. There is limited availability at present. There are also cancellations so we encourage you to login to My:Bank regularly.
The roles will continue as long as the NHS Test and Trace programme is required.
To be able to perform this role, you will need to have your own desktop or laptop with a reliable internet connection. You will also need your own headset/headphones with microphone capability that is able to plug into your computer/laptop.

A set of headphones with microphone is needed in order to make phone calls. It is best if you have a headset with a USB connection.

You can also use headphones from a smart phone (that has a microphone for making calls). Headphones can be connected through the 3.5mm headphone jack. If you have a set of headphones with a lightning connector or USB C connector, you will need an adapter to connect to the 3.5mm headphone socket in your laptop/ PC.

You can also use a gaming style USB headset with microphone

Your computer will need to have the following specifications:

  • You need a Windows (8.1 or above), macOS (10.12 or above) or Chromebox desktop or laptop.
  • Tablets (iPad, Android) or Mobile Phones are not supported.
  • Devices should be ideally less than 5-years old.
  • You need a screen resolution of, at a minimum, 1280x1024.
  • You should have Anti-Virus software installed and up to date (pre-installed on Windows)
  • You should have a minimum of 4GB memory (RAM)
  • CPU should be a minimum of 1.8GHz with at least two processor cores.
  • Intel Atom, Celeron or Pentium branded processors are not supported.
  • Free space – 20 GB minimum (SSD preferred) •Approved USB headset OR Stereo speakers and microphone and a sound processor or card that supports these
  • As part of the application process, we provide a built-in computer diagnostic test to determine if your computer meets our requirements.

 

Network Specifications:

  • 3Mbps download and 1Mbps upload speeds
  • If you are unsure of your speed please check by following the following link https://www.speedtest.net
You need to have a safe and comfortable space at home where you can work, process data and conduct confidential health conversations without distraction.
To offer reassurance to all professionals who are assisting with the COVID-19 response , the indemnity section of the Coronavirus Act 2020 provides clinical negligence indemnity for activities such as this related to the Coronavirus outbreak. The indemnity powers in the new Coronavirus Act 2020 are not intended to replace any existing indemnity arrangements you may have. It provides a complementary indemnity to sit alongside your existing indemnity arrangements. For further information please see https://resolution.nhs.uk/wp-content/uploads/2020/05/Coronavirus-outbreak-indemnity-FAQs.pdf
You should check what you are covered for under the terms of your existing home insurance policy. Some home contents insurance policies (not buildings insurance) provide cover for ‘administration’ duties, while others won’t cover any items that are used for ‘business or professional purposes’. Please contact your home contents insurer for further details.
NHSP authorise Test and Trace timesheets and therefore pay based on information about when you log in and out of the Amazon workspace. Please ensure you login to the Amazon Workspace at the beginning of your shift and logout at the end of every shift. Please do not login until your shift start time.
In order for your shift to be accurately recorded, please login to Amazon Workspace at the beginning of your shift and out at the end of your shift. If you are working more than one shift in a day, you can stay logged in between the two shifts if they are consecutive shifts or log in and log out for each shift independently.

You can remove yourself from a shift through My:Bank using the 'Refuse shift' button - this appears when you click on the Shift information. If you need to a refuse any shift you need to do this at least 8 hrs before the shift is due to start.

For guidance on managing your shift bookings go to the My:Bank Members User Guide and videos:

https://www.nhsprofessionals.nhs.uk/Help-and-Advice/Help-Guides-and-Useful-Forms

https://www.nhsprofessionals.nhs.uk/e-Library/Videos

You need to give at least 8 hours notice before the start of the shift that you wish to cancel, however we would request that you try to give as much as notice as possible to allow the shift to be filled by another Clinical caseworker.

Flexible worker guidance on short notice cancellations is available at: https://www.nhsprofessionals.nhs.uk/Help-and-Advice/Help-Guides-and-Useful-Forms

Not attending booked shifts without notice or cancelling shifts giving short notice can have a detrimental effect on tackling Covid-19. Actions that may be taken as a result of not attending booked shifts or cancelling shifts at short notice include warnings and may result in termination of your registration agreement.

Additional guidance is available at: https://www.nhsprofessionals.nhs.uk/Help-and-Advice/Help-Guides-and-Useful-Forms

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 automatically applied and are unpaid. Please ensure you take regular breaks for your health and wellbeing.
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 to your timesheet. Please ensure that you are taking regular breaks for your health and wellbeing.
If you are unable to work a shift you need to cancel it on My:Bank
No, you MUST log into NHS T&T web tool (CTAS) and SYNERGY. Once you have logged into both systems you must look for a case in SYNERGY. This will then assign the case to you and enable you to see the call scripts. The systems will not collect information correctly, assign a case to you or give you access to the scripts you will need if you do not view a case through SYNERGY.
Clinical Caseworkers are expected to 'refresh' the system by clicking 'start tracing' in Synergy every 10 to 15 minutes if no cases are presented. However, due to the current volume in positive cases, there should be no situations where cases do not come through after clicking 'start tracing' - if no cases present themselves, you will need to escalate this to your Team Leader immediately by calling 555 or 888.
It can take up to 11 days for your application to be removed from our systems, during this period you may receive emails asking you to complete documentation. The emails are sent automatically during the application process. You do not need to reply to the emails.
If you wish to resign from the role, please inform NHS Professionals by filling in our leavers form here

To date we have received a lot of feedback from our Clinical Contact Caseworkers and Team Leaders on how the Test and Trace programme could be improved. Although NHS Professionals are not responsible for the training and guidance laid down by PHE, we are keen to support in ensuring the programme continues to improve and evolve to tackle this pandemic and we believe your feedback is critical to this. PHE are therefore trialling a new ongoing survey to capture all idea for improvements to the programme. This is separate to any reporting of clinical or operational issues which are fed through the normal escalation route to Team Leaders and Clinical leads, but instead covers improvements and ideas around script updates, training and guidance materials, processes for case management and the NHS T&T web tool (formerly known as CTAS). PHE will prioritise ideas put forward and share them with NHSP for communication in our weekly Digest.

Please complete the survey at: http://surveys.phe.org.uk/ideas