Holding answer received on 18 June 2020
All organisations that we work with are experts in undertaking call handling and have standard quality assurance processes that help drive continuous improvement from the point we go live.
A training package has been put together by experts in health protection and field epidemiology. Staff who join as call handlers’ for Tier 3 and ‘clinical staff’ for Tiers 1 and 2 are required to complete Level 2 adult and child safe-guarding training. The training undertaken addresses both adult and child safeguarding training and identify when concerns should be escalated. Policies are in place to ensure contact tracers know how to escalate concerns.
Where contact tracers identify potential child abuse and neglect, they escalate these cases straight away to a specialist team for review and onward referral to the appropriate authorities.