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