Clinical Contact Caseworker

Clinical Contact Caseworker / Job Description

Clinical Contact Caseworker

 Thank you for your interest in NHS Test & Trace. Please note, we are currently not recruiting for the programme but ask that you check back on this page for any future updates. 

Job Description

Job Title:  

Clinical Contact Caseworker

 Pay Rate:   Days £17.35 per hour

Saturdays £22.55 per hour

Sundays and Bank Holidays £27.75 per hour

 Hours Per Week:  4 hour shifts between the hours of 8am and 8pm


Home Based

Role summary:

Working flexibly through our Bank you will be an experienced clinical professional providing public health advice, contact tracing and telephone management of a complex caseload.

Working to Public Health England (PHE) protocols and guidance you will be responsible for completing the initial telephone interview/assessment of COVID-19 cases who have tested positive, are in self isolation & either vulnerable, unable to use the digital contact tracing or more complex cases requiring direct input. 

Please note: If you are a Sexual Health Worker, please note you can also become a Clinical Contact Caseworker through membership of the following two associations as long as you have evidence of employment from a relevant employer in the last 12 months.

a.  Society of Sexual Health Advisers

b.  British Association for Sexual Health and HIV

You will also manage complex contacts/calls escalated by staff in Tier 3. 


  1. Form part of a team of Contact tracers who will normally provide the first point of contact of cases of COVID-19 (i.e. the people who have just received a positive lab result)
  2. Undertake case interviews and perform an initial public health risk assessment of COVID-19 cases identified for contact tracing in line with the contact tracing and management protocol and further protocols or guidance as indicated (45-60 mins).
  3. Ensure the timely and accurate recording of information from those interviews using systems provided
  4. Provide clinical advice to cases and their contacts as directed by protocols and procedures.
  5. Receive escalation queries from non-clinical Call Handlers, provide advice and take action as appropriate.
  6. Escalate and refer challenging or complex cases or incidents and outbreaks of COVID-19 to the Tier 2 Team Leader.
  7. Ensure accurate, up to date records of contacts/action by completion of relevant records and compliance with team handover procedures, in line with PHE operational guidance and procedures.
  8. To work within their own competence, seeking senior advice as/when appropriate.
  9. Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of contacts especially in stressful and difficult situations and ensure polite, efficient and appropriate communications exist at all times
  10. Utilise clinical judgment, knowledge & expertise to advise or redirect a caller as appropriate
  11. Contribute to the maintenance of effective systems for the surveillance of COVID-19 through providing accurate data and information.
  12. To undertake and participate with any training required for the post holder to fully carry out their duties, including mandatory updates/refresher training
  13. Contribute to any necessary ongoing development of current protocols, guidance and standard operating procedures as appropriate.

Key Values:

In addition to undertaking the duties as outlined above, the job holder will be expected to fully adhere to the following:

  • Confidentiality
    Maintain confidentiality in relation to personal data held in accordance with the Data Protection Act and Trust Caldicott Guardianship principles. Adhere to and operate within PHE provided data governance protocols and operational arrangements
  • Equality and Diversity
    To act in accordance with NHS Professional’s Equality and Diversity Policy, this is designed to prevent discrimination of any kind. 
  • Health and Safety
    Ensure that all duties are carried out in line with NHS Professional’s Health and Safety Policy.
  • Corporate Image
    Adopt a professional image at all times.
  • Risk Management
    Responsibility for reporting complaints, incidents and near misses through the Complaints and Incidents Management System (CIMS)
    Responsibility for assisting with risk assessments.
  • Scheme of Delegation
    To comply the Scheme of Delegation this requires any employee to declare an interest, direct or in-direct, with contracts involving the organisation.


Job Title:

Clinical Contact Caseworker





(When applying for this job it is important you fulfil all these essential requirements.  If you do not you are unlikely to be interviewed)




(When applying for this job it is desirable you fulfil these requirements.  However, if you do not you may still apply and may be interviewed)

Qualifications & Knowledge:

·       Degree (Health or Science Related) or demonstrable equivalent experience or qualifications

·       Current registration with an appropriate health or science related professional body

·       Professional Health or Public Health qualification and registration e.g. Specialist Community Public Health (SCPHN) part of the NMC Register or UK PH Register for practitioners, membership of the Chartered Institute of Environmental Health




·       Experience in a field related to public health or health and social care services as a practitioner

·       An understanding of and ability to work under the current Health and Social Care Act (e.g. safeguarding vulnerable adults; data protection, information governance)

·       Proven experience in the establishment and maintenance of good relationships with managers and colleagues

·       Experience of providing public health, other healthcare or customer service advice directly to members of the public

·       Post graduate experience for at least three months in a professional public health or environmental health role involving public health risk assessment and contributing to management of complex cases and incidents

·       Experience of risk management and associated reporting

Communication & People Skills:


·       Strong, effective verbal and written communication skills including a good telephone manner

·       Remain calm under pressure

·       Ability to interpret information in an effective manner to recommend an appropriate course of action to address issues or escalate these to a senior colleague


Organisational Skills:


·       Ability to work independently, manage and prioritise own workload and cope with competing demands

·       Ability to problem solve whilst working in an unpredictable environment, often under pressure and to tight timescales

·       Ability to understand and work from standard operating procedures and scripts



Specialist Knowledge/ Skills:


·     Awareness and commitment to follow information governance policies and procedures

·     Proficient in the use of electronic systems, databases or other information systems forms to support the public health managements of cases




·     An understanding of and commitment to equality of opportunity and good working relationships, both in terms of day-to-day working practices, and in relation to management systems


This job description outlines the roles, duties and responsibilities of the post. It is not intended to detail all specific tasks.