Clinical Contact Caseworker

FAQ's

Clinical Contact Caseworker

Support

Familiarise yourself with up to date Government information about COVID19 here https://www.gov.uk/coronavirus

Further information may be useful to refer to when providing advice to members of the public during your calls:

Stay at home guidance for households with possible coronavirus/ COVID19 infection - https://www.gov.uk/government/publications/covid-19-stay-at-home-guidance/stay-at-home-guidance-for-households-with-possible-coronavirus-covid-19-infection

Coronavirus COVID 19 an easy read guide - https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/875126/Easy_read_guidance_on_shielding_March_2020.pdf

Stay at Home Guidance – an illustration -https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/874011/Stay_at_home_guidance_diagram.pdf

Coronavirus – what you need to do - https://www.gov.uk/coronavirus

Please access the e-lfh platform on https://portal.e-lfh.org.uk to view your completed training modules.

Guidance on how to navigate through the simple steps to check your training records can we found here

Support for these systems is accessed through the Technical Support Desk:

Phone: 020 3986 5902 – press option 1

Support covers:

(i) How to download, install and login to Amazon Workspace

(ii) How to login to (and reset passwords for) Synergy, CTAS, MAX Connect and Ring Central

(iii) Any issues connecting to Synergy, CTAS, MAX Connect, Ring Central and Amazon Workspace (iv) Any issues and faults with systems opening or not displaying correctly that are contained within Amazon Workspace

(v) Provide information on known errors, problems and common queries

You are responsible for ensuring you have the correct equipment and set-up to carry out the role of a Clinical caseworker and are therefore responsible for any maintenance or issues relating to your hardware. Unfortunately NHSP are unable to provide technical support for personal equipment.

If you have technical issues relating to the software provided by the Test and Trace programme, you will need to contact the Technical Support Desk on 020 3986 5902 – press option 1.

If there is an issue with your internet provider, you will need to contact them directly.

The best way to view available shifts in My:Bank is to use the Weekly View.

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.

Call the Contact Tracing Team Leaders on 555 or 888.

The best way to view available shifts in My:Bank is to use the Weekly View.

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.

If you need help during a call you will be able to put the call on hold, contact a Team Leader on 555 (or 888) to discuss next steps and then return to the caller or provide their details for the Team Leader to contact them.
As Team Leaders also work a variety of shifts individuals are not allocated a specific Team Leader, however if you need help you can contact a Team Leader to discuss next steps by dialling 555 (or 888) on Ringcentral
You should discuss this initially with your team leader who will assess and determine if escalation is required to the Tier 1 team leader.
You should discuss this in the first instance with your Team Leader