Check the latest updates from the daily briefings.
Please make sure that all supervisors and operators read the new Safeguarding process. For easier access during the shift, it was added to the quick links menu at the top of the page.
North area update:
Please be aware that the North might not be able to provide transport services at all times. Most of the time, when the case is referred to the area cell, they will signpost SU to other available organisations.
We’re informing you about this, so you can make sure that SU has explored other available options and can be signposted by us in the first place.
If the SU tried everything else with no luck, then create a local referral for the SU – as the area might have knowledge about more local organisations that can also help. But please manage expectations as the tactical cell might not be able to provide transport themselves.
Update/ Reminder on Wales referrals:
Please ask any callers from the Wales region if they have been supported by BRC previously and if so, in what way. If yes, please state clearly in your notes. NB. this relates to any help they may have received that has not come via the support line.
Reminder: the NHS Responders is only available in England. It is not a service available in Wales.
Wales do not offer transport for vaccination appointments.
Mears group signpost clarification:
Mears group is a government contractor, that manages accommodation for asylum seekers and refugees accommodated in some of the hotels.
This signpost was added, when we started receiving complaints about the quality of the services for the mentioned above, as the Mears group is the provider.
We noticed recently, that operators signpost callers in hardship (with food, money or accommodation) to this organisation. Please note, they are not providing direct support to individuals.
Please do not signpost the SUs to this organisation, unless they are accommodated within a facility managed by the Mears group.
Please be aware: We received a number of calls from Dumfries and Galloway area, from SUs saying they’ve received a letter today with vaccination appointments on, but the letter has arrived late and the appointments have already passed.
They cannot get through to the number on the letter and seem to have been given our SL number on the letter. Operators have been advising SU today to call 119 but is busy and can’t get through.
Be aware as we may get more calls coming through of the same nature.
You can also provide the callers with a number for the Scottish National Covid Helpline: 0800 030 80 13 or find more information on www.nhsinform.scot/covid19vaccine
Please remind the operators not to agree on calling back organisations, social workers etc. to confirm if a local referrals has been completed. If organisations are giving us details of a service user and are also confirming the SU has given them consent to pass their details onto us, they should be able to call back the SU and check. Please ask they to contact the SU directly.
In cases where the SU is not comfortable sharing their details and wants to stay anonymous, could we please ask the operators to try and take (if possible and applicable) at least the first two characters of the post code and do the post code look up.
London – food
Although London do not offer BRC Food parcels, they can signpost to local sources of food. If we receive a very urgent request, the case should be dealt with the same as every other area.
• Has the caller had a substantial meal in the last 24 hours?
• If they haven’t, will the caller go hungry tonight?
• If they haven’t had a meal and they will go hungry tonight, does the caller have access to any other supports and/or can we signpost them to a suitable place of support?
• If no – very urgent
Please remind operators to follow this process for EVERY area. As usual if they are asking the case to be referred, ensure they tell the SU that the area ‘MAY’ be able to find them some support, ensuring expectations are managed.
It has been observed that operators are getting calls from SUs, asking for a specific operator.
Please do not encourage this, do not try to have a call transferred or arrange a call back for the SU. Please ask the operators to engage with the SU, and ask them as to what are they calling for. Reassure the SU that you have access to the previous discussions, and will try your best to help them/share update on their cases (after completing the data checks).
Also, it is very important to ensure, that we are making outbound calls only when it is approved by the Supervisor.
Please remind all operators about the Celebration Evening Event on Friday 5th Feb 2021 from 6.20pm and encourage them all to reply to the invitation (some still haven’t replied).
“To give thanks and congratulate you all, we invite you to a Celebration Evening with a special guest speaker on Friday 5th February. The Celebration Evening will be held on Zoom, from 6.20pm for a prompt start at 6.30pm and it will last no longer than 60 minutes. Zoom joining instructions will follow. “
Update on making 999 calls via Mitel.
If an operator needs to call 999 for the service user, they can do it through the Mitel system by following the outbound calls procedure and as a number typing ‘9999’ (one additional 9).
The same applies to 101 – to call via Mitel, operators need to type 9101 (with an additional 9 at the front).
When a caller prefers to stay anonymous, or the operator did not have a chance to collect personal details, please make sure that on the contact page in field ‘Consent status’ you choose a relevant option from the drop-down list, e.g. ‘consent not requested’ or ‘consent requested but refused’.
When you choose this option you can still record the area by putting the first letter(s) of the postcode, if they are happy to only give this information.
It is not correct to choose ‘consent given’ and then type details as Anon Anon.
Please remind the operators:
We are an incoming Support Line and outgoing calls should only be made after consulting with the Supervisors. It has recently been observed that operators are making outbound calls without any consultation. Also, it has been observed that operators are trying to transfer calls to certain operators if asked by SU, we do not encourage this and in our training advice this should not happen, callers will speak to whichever operator answers the call.
Please remind the operators:
When callers ask for help with transport, try exploring all other available options (friends, family, taxi etc.), before signposting to NHS responders or referring to the BRC local cell. Not every area is able to provide this service (eg. Central, London), so we need to manage the expectations.
If the caller requires support from IL/CR team create a local referral and we’ll be able to pass it on to the local team. Please don’t signpost to IL/CR.
When noting down the caller’s details the operators must read out the consent script available on the contact page. It is a legal requirement that the SU knows their details will be stored and for what purpose. Asking ‘Can I take your details down?’ is not enough. Printable version is available in the Operator Manual as ‘Printable consent script’ in Training and advice section under Practical tips and tools.
N.B. Central includes: Cambridgeshire, Derbyshire, Herefordshire, Leicestershire, Lincolnshire, Norfolk, Northamptonshire, Nottinghamshire, Rutland, Shropshire, Staffordshire, Suffolk, Warwickshire, West Midlands, Worcestershire
for London: a document with postcodes that fall under the London tactical cell was added today to the Operator Manual (check page updates)