Essex Contact Tracing Service - Team Lead - Call Handler

England, Essex
£21.50 - £34.20 per hour + Weekdays £21.50, Sat £27.80 Sun & BH £34.20
28 Jul 2020
06 Aug 2020
Job role
Contract Type
This role forms part of the wider PHE Track and Trace process as a response to the COVID-19 pandemic. Track and Trace has 3 tiers, Tiers 3 and 2 work on a national basis dealing with the vast majority of contacts. Tier 1 provides a local focus for management of unusual cases.
Working with the local Health Protection Team this Tier 1 role will provide additional capacity to undertake contact tracing and provision of appropriate public health advice in complex incidents/outbreaks. As a Team Leader for this function you will be responsible for managing and supporting a number of Contact Tracing Call Handlers on your shift, and a number of Contact Liaison Callers who support with the less complex calls as needed.
Working flexibly through our Bank you will be an experienced/trained professional providing public health advice, contact tracing and telephone management of a complex caseload. You will be provided with local protocols and guidance to support you in this work.
You will also have had previous experience in successfully managing teams, especially in relation to efficient distribution of workloads. You will also be responsible for managing escalation of issues to or gaining advice from the specialists within the Health Protection Team.

The shift Team Leader is the main contact for the Health Protection Team and will work with the Health Protection Team to understand and manage the referrals coming into the Tier 1 level of the Track and Trace process.
In addition to managing the team, the Team Leader is also expected to undertake the role of a Contract Tracing Call Handler, albeit with a smaller caseload.

You must have or be able to:

* Successfully manage a team (this is particularly important given contact will only be via phone/digital)
* Effectively distribute workloads based on available resources
* Undertake a public health risk assessment and manage situations effectively
* Have a strong knowledge of principles of health protection
* Understand and be able to work from standard operating procedures, scripts and protocol
* Rapidly assess information and recommend an appropriate course of action to address any issues or escalate as appropriate
* Problem solve whilst working in an unpredictable environment, often under pressure and to tight timescales.
* Have good effective verbal and written communication skills including a good telephone manner
* Proficient ICT stills
* Awareness and commitment to follow information governance policies and procedures

Key Values

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

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 Provide CIC 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 Provide CIC 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 Provide CIC Complaints and Incidents Management System.

Qualifications & Knowledge:

*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
*Relevant Degree


*Minimum of 18 months experience with evidence of responsibilities in a similar role.
*Awareness and commitment to follow information governance policies and procedures.
*Experience and/or knowledge of incident management procedures and responsibilities.
*Ability to understand and work from standard operating procedures and scripts
*Ability to rapidly assess information and recommend an appropriate course of action to address any issues or escalate these appropriately.

If you meet the above requirements, please apply via the NHS website -