your absence call · business continuity bs25999 certified bcms 559404. title: first care leaflet...

Your Absence C

all

Recorded

greetingVerifying

identification

Absence details

Policy

reminder

Your Benefits

Based on the unique circum

stances of your absence there are m

any benefits that you will receive from

calling FirstC

are.

24/7The FirstC

are service is available 24/7, m

eaning that there w

ill always be an

advisor on hand to take your call and that you w

ill not have to w

orry about missed

or unanswered phone calls.

Consistency

FirstCare’s absence

advisors work from

agreed scripts that m

irror your organisation’s absence policy, ensuring that all staff are treated equally and fairly in the recording of absence details.

EAP

IntroductionYour organisation m

akes an EA

P service available

for your use should you experience circum

stantial problem

s. Where this is

the case, and it results in an absence from

work,

FirstCare’s A

bsence A

dvisors will be able to give

you all of the EAP

details and guidance on how

to make

use of them to help get you

the best support as soon as possible.

Line Managers

Your line manager w

ill now

receive prompt notifications

of all absences, as well

as online reports, helping them

to better plan around your absence and lim

it any operational disruption. A

t the sam

e time they w

ill be kept inform

ed of any actions they m

ust take and when,

such as conducting Return

to Work Interview

s.

Benefits For Your Em

ployer

The information you provide FirstC

are will help to

deliver a number of benefits to m

any stakeholders w

ithin your organisation.

Hum

an Resources

Your HR

Teams w

ill now

have easier transparency of absence trends through the organisation, m

aking it easier for them

to identify issues in the w

orkplace, line m

anager non-compliance

with policies and health

trends that may w

arrant intervention and support.

FinanceA

s the FirstCare service

will be to record absence

in an identical fashion each and every tim

e, and will

verify the data as complete

and accurate, your finance team

will receive better

quality data that will ensure

a high accuracy of sick pay for all em

ployees and less adm

inistration for HR

.

Health &

SafetyA

s the FirstCare service w

ill track w

ork related accident trends, this w

ill help Health

and Safety to identify areas of the organisations w

here accidents m

ost occur and to also ensure that all appropriate reporting and

records are generated.

After hearing a brief recorded greeting, your call w

ill be handled by one of our absence advisors, w

ho will

verify your identity and take down your initial absence

details, such as your absence start time and w

hether the absence is m

edical or non-medical.

Your call will continue to be handled by the absence

advisor, who w

ill ask you for the absence reason and your estim

ated return to work date.

Reporting

your absence from

work

This is the telephone number to ring

Absence line

0333 321 8053

When do I need to call FirstC

are?You need to contact FirstC

are in 3 circumstances:

1. W

henever you need to start an absence from w

ork of greater than 2 hours. (A

bsence Start)2.

Whenever an estim

ated return to work date you have

given FirstCare changes. (A

bsence Update)

3. W

henever you are fit to return to work and are ready

to close your absence (Absence C

lose

How

long will FirstC

are keep me on the phone?

We endeavour to handle all calls as quickly as w

e can. The average length of a non-m

edical call is 1 minute and 19

seconds. For a sickness related call the average length is 3 m

inutes and 49 seconds, however w

e place no limit on call

length and our Absence A

dvisors will happily stay on the line

to provide as much support and guidance as you w

ould like.

How

soon after my call w

ill my m

anager be notified of m

y absence?FirstC

are’s notifications are triggered in real time aim

to issue all notifications w

ithin 5 minutes of your call to

FirstCare finishing.

Can I still call m

y line manager?

Yes. FirstCare’s role is to act as an enabler betw

een you and your m

anager with regards to alw

ays knowing the

best next step to take to manage your absence and, in this

role, fully encourages line manager and H

uman R

esources interaction.

What type of phone line w

ill I be dialling?FirstC

are uses an ‘03’ absence line. This is recognised as

Frequently Asked Q

uestions

the best value line to use. An 0800 Freephone line w

ould be free from

a landline but is very expensive from m

obile phones. A

s 71% of our phonecalls com

e from m

obile phones, w

e have elected to use ‘03’ numbers as you w

ill be typicaly be charged a m

uch lower cost than an 0800

number and 03 num

bers also qualify for inclusion in the free m

inutes packages of most m

ajor tariff operators.

Where is FirstC

are’s contact centre based?FirstC

are’s contact centre is based in the UK

, with our head

office located in W

aterloo, London.

Data P

rotection

Conversations are strictly confidential and em

ployee details are stored on a secure system

, which only FirstC

are employees w

ho are bound by confidentiality agreem

ents are able to access.

Any medical inform

ation will not be available to your em

ployer without

your specific consent.

We are fully com

pliant with the D

ata Protection Act, 1998.

FirstCare is accredited to the ISO

27001 Information Security Standard,

which m

eans that we conform

to the highest internationally recognised standards of data security.

Capital Tow

er91 W

aterloo Road

London SE1 8RT

ww

w.firstcare.eu

Information Security

ISO27001 C

ertifiedIS 537259

Quality A

ssuranceISO

9001 Certified

FS 548026

Business C

ontinuityB

S25999 Certified

BC

MS 559404