Connect with us
Advertisement
Advertisement

News

A day in the life of a Contact Tracer Officer

Published

on

ENFYS JAMES is a Contact Tracer Officer. She is part of a Team working within the Public Health Protection Team for Ceredigion County Council. Here you will get an insight into the day of a Contact Tracer Officer.

What were you doing before you started your work as a contact tracer?

I was born and brought up in Neuaddlwyd near Aberaeron, and attended the local school at Ciliau Parc, Ciliau Aeron, Aberaeron Secondary School and then went on to the College of Further of Education at Aberystwyth to undertake a Bilingual Secretarial/Short-Hand Course.

I have been an employee with the Local Authority since my appointment as Clerk Typist in the Public Health and Housing Department of Ceredigion District Council since September 1985. Having been re-appointed to be Divisional Administrative Officer and Personal Assistant to the Head of Lifestyle Services, in May 2018 I was appointed to the post of Community Connector for Porth y Gymuned. My role as Community Connector was to work on a 1:1 basis with individuals for up to 6 weeks to improve their social and emotional wellbeing, to promote independence and to reduce social exclusion, social isolation and loneliness.

How did you get into being a Contact Tracer?

When I read the job advert and job description for the Contact Tracing Officer posts on the Ceredigion County Council Job Vacancies page, I immediately thought to myself “I want to do this role”! I really fancied the job and a certainty that I wanted to be part of the COVID-19 team for Ceredigion County Council.

I have always had an involvement with Infectious Diseases. When I started in my first role as Clerk/Typist, I had to log details of every infectious disease in the County. During my role as Personal Assistant I followed up on Infectious Disease cases, contacting members of the public who had been identified as having diseases such as Campylobacter, Cryptosporidium, and Salmonella. These telephone conversations were sensitive in nature, asking some personal questions and completing a detailed questionnaire on the Infectious Disease Database. After reading the Job Description I thought to myself the role of a Contact Tracer would be something very similar.

My interview for the Contact Tracing Officer post was through Zoom this was a totally new experience, I did dress up smartly as if I was going to walk into a room although it was a matter of sitting down at the kitchen table with just my laptop! At least nobody could see my legs shaking!

None of us will ever forget the Coronavirus Pandemic in 2020. Having been appointed as a Contact Tracer, I have established that it is a critical role. It provides the opportunity to make a valuable contribution and ensuring the health and safety of the residents of Ceredigion.

Describe a typical day as a Contact Tracer.

The Contact Tracing Service operates from 8a.m. to 8p.m. seven days a week and I work on a shift basis.

It is the NHS All Wales Contact Tracing database I work on. Ceredigion County Council has its own site and the database will immediately highlight new positive cases in the county throughout the working day and during the night.

As a Contact Tracer I am allocated a case and work on it until it has been fully completed. I will immediately telephone the positive case hoping that I’ll get an answer. If there is no answer, and there is an option to leave a message I will do so. A text message will also be sent informing the case that Ceredigion County Council Track and Trace Service need to speak to them urgently and will be contacting them again later.

In the first instance when I do the initial call to a positive case, I will ask them to confirm their full name, address, date of birth, and the date of their test just to check that I am speaking to the person who has had a test. By the time I make contact with them they have usually received their result but on some occasions I am the first person to inform them that they are COVID-19 positive. The person I contact can speak in Welsh or English – whichever language they feel comfortable.

Once I have established that I am speaking to the correct person I will ask them to confirm which symptoms they have developed e.g. cough, fever, anosmia, etc and which dates did their symptoms start. Some positive cases have been asymptomatic and we therefore only have the date of the test to go by.

I will then need to establish their exposures and locations 48 hours prior to their symptoms starting and up until the day I make contact with them on the telephone. It is vital that I gather detailed information of their household contacts, their non-household contacts, have they been to work, have they visited any shops, pubs, café’s restaurants, have they been away on holiday, etc. I have to gather all contact names, dates of birth, addresses and telephone numbers of the people they have had close contact with. Some cases have had up to 40 individual contacts which means that I will have to upload details on 40 different persons. A detailed report is also typed up and added to the record and all records are kept in the strictest of confidence in line with GDPR guidelines.

I will give them advice on self-isolating, which means staying at home and not going out even for shopping. They are advised to limit contact with other people in their household and to keep at least 2 metres apart at all times. I also inform them how important it is to practice good hygiene, to wash their hands frequently, clean down touched surfaces such as kettles, taps, door handles etc. I always check and ask them how they think they will manage and cope with day to day tasks.
Once the list of exposures and locations is completed it will automatically be forwarded through to the Contact Tracing Advisors whose responsibility will be to telephone those exposures and give them advice regarding self-isolating.

In some instances the Contact Tracing Team have identified positive cases which have formed a cluster. For example the cases have been linked through social gatherings or at a workplace and the role of the Contact Tracer becomes more of a detective role at this stage. If we have received a dozen positive cases who have all attended the same social gathering we then need to identify the accurate background information from each individual which makes it interesting but challenging.

How do you work as a team?

The Contact Tracing Team is led by 3 Operational Leads who I report to on a daily basis.

The ability to work as a team is essential, it is important to communicate on a daily basis, to share the workload, and to share any views and ideas. The whole team have never met up in person only by communicating on Microsoft Teams Sites, e-mail or telephone. Throughout my career I have never experienced anything like it!

What do you enjoy about the work?

Since the day I commenced in my Clerk/Typist role in 1985 I have always enjoyed my work and have had so many different opportunities within the County Council. I enjoy everything to do with the role of being a Contact Tracer.

The most enjoyable aspect is that every case you deal with is different. When I do my first initial call to a positive case I find that it’s so important to be asking them as soon as you have confirmed their personal details how they are, and how they are feeling. Some positive cases have been very poorly whilst others have had milder symptoms. You will speak to a young person who has just commenced in University or an elderly retired person. Each case has such a variety of different issues, from a straightforward case up to a very complex where I have to escalate to my Managers.

It is true to say that in the short period of time when speaking to a positive case on the telephone, you develop a relationship. The majority of the cases I have dealt with have co-operated and have been willing to give me a detailed account of their daily activities. This includes who they have had close contact with and if they haven’t been able to provide me with the accurate details during the initial phone call they are more than willing for me to call them back to receive those details.

What is the most challenging aspect of the work?

The most challenging aspect of the work is to collate accurate information from each positive case, and to get each positive case to provide a truthful and trustworthy account of their contacts and locations.

I depend entirely on the information that I receive from the positive cases. It’s like completing a jigsaw – in order to have the full picture you need each piece in its place. As a Contact Tracer it is important that we trace all their contacts as soon as possible. Ultimately, this will ensure that we keep the cases of the coronavirus low in the county.

I have been accused of being a Scammer. This was a very lengthy and challenging call and I had to use tact and diplomacy to reassure them I was a Contact Tracer.

Dealing with positive cases who are limited in speaking the English language can be challenging. I have to make sure that I receive the accurate information from them and also make sure that they understand the advice and information I give them.
On occasions I have had cases who have not been informed that they have tested positive and I am the first person to be telling them. Some of these cases have been very upset on the telephone and I’ve had to comfort them and after my initial call I will make it a point of ringing them up again a day later just to check on their well-being.

This highlights how challenging it is and the importance of getting the positive cases to relay the correct information at all times.

What has the reaction been? What sort of questions people ask?

Every single case I have contacted have been most helpful and have provided the information that is required.

The positive cases with symptoms have accepted that they have to self-isolate for 10 days from when their symptoms started and anyone in the household who do not display symptoms have to self-isolate for 14 days from when the first person in the household started having symptoms. Informing someone who has a busy lifestyle that they are not allowed to leave their home for 10 days can be challenging but they do accept the consequence and know how dangerous the COVID-19 pandemic is.

Why is your work important to the Council?

My role as a Contact Tracing Officer is critical in order to protect all residents and our community in Ceredigion by helping to disrupt community transmission of the virus and breaking the chain of transmission.

I take my role as a Contact Tracing Officer seriously and take pride in collating and relaying the accurate information I receive from our Ceredigion cases. If I feel that an urgent issue needs escalating I will inform my Operational Leads. Our Operational Leads report on a daily basis to the Leadership Group and if there are any issues in connection with the transmission of the virus that needs urgent attention within the County it will be dealt with immediately.

What is your main message to the people of Ceredigion?

This is a hard time for us all, this is a year like no other, and things will be different from now on. However, we’re all in this together. My main message for the people of Ceredigion is to self-isolate if they have any of the symptoms of the coronavirus. If they have a new persistent cough, loss or change of taste or smell, or a high temperature, stay at home. Further guidance can be read on the Council’s website www.ceredigion.gov.uk. Thank you for staying apart to play your part.

Continue Reading
Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *

featured

Police and Crime Commissioner to broadcast live conversation with Health Board

Published

on

ON WEDNESDAY evening, November 25, Police and Crime Commissioner Dafydd Llywelyn will broadcast a live conversation with Hywel Dda University Health Board Chief Executive, Steve Moore on social media.

Steve Moore will be PCC Llywelyn’s fourth guest on his fortnightly Facebook live broadcast series, Commissioner in Conversation following on from previous broadcasts with Dyfed-Powys Chief Constable Mark Collins, Superintendent Ifan Charles, and Deputy Chief Constable Claire Parmenter.

Police and Crime Commissioner Dafydd Llywelyn, said; “It will be a privilege for me to have Steve Moore as a guest on my next Commissioner in Conversation broadcast.  This year has been such a challenging year for our Health Board, and the NHS across the UK, with their staff being at the frontline, working hard to fight the pandemic, and saving lives on the way.

“This broadcast will be an opportunity for me to have an informal conversation with Steve to hear about his personal experiences of recent months, how the Health Board has dealt with all the challenges and the pressure, and to celebrate the fantastic work of his staff.

“We will not only concentrate on the COVID-19 pandemic, we will also discuss some partnership working between the NHS and the Police, how we often support each other, and as usual, I will try to get to know a little more about the person behind the name, his background and his journey to reach the position of Chief Executive at Hywel Dda University Health Board.”

Steve was appointed as Chief Executive at Hywel Dda UHB in 2014 following a career within both the public and private sectors. Like the rest of the UK, the NHS here in Dyfed Powys has seen significant challenges during the past few years but also significant advancements in care and outcomes for patients.

Steve Moore, Chief Executive Hywel Dda Health Board said: “The NHS is an institution that most of us hold very dear as it supports us from cradle to grave and can have a huge impact on our lives.

“I’m really looking forward to my conversation with the Commissioner as so many of our challenges, and indeed opportunities, are shared; and I’m particularly looking forward to receiving questions or input from social media users as well. COVID-19 has made us all look to new ways of connecting and I hope this provides an opportunity for people to find out more and for us to listen to the views of our communities and individuals.”

PCC Dafydd Llywelyn added; “This, again, will be a live broadcast, so please join us on our Facebook page, and feel free to leave your comments and questions, and as usual, we will try to reply best we can during the conversation.

Commissioner in Conversation with Steve Moore will be broadcasted live on www.facebook.com/DPOPCC  at 8pm on November 25, on the eve of Police and Crime Commissioner Dafydd Llywelyn’s November virtual Community Engagement Day, where he will be spending the day meeting with several partners and organisations as well as community representatives.

Continue Reading

News

Schools and Businesses in Ceredigion close following a rise in coronavirus cases

Published

on

THE rise in cases of coronavirus in Ceredigion is a result of people mixing with other households and socially says council.

A spokesperson said that the number of contacts for each positive coronavirus case is increasing, which shows people are mixing more socially.

Seven schools have already closed and several businesses have been issued with closure orders.

The number of daily cases now stand at the highest since the pandemic began.

A number of businesses have already been served with closure notices for breaking regulations.

Seven schools have closed for a two week period starting Monday, November 27 and are due to re-open on December 7.

Schools which are closed ofr two week period are: Ysgol Uwchradd Aberteifi, Ysgol Gynradd Aberteifi, Ysgol Gynradd Penparc, Ysgol Gynradd Aberporth, Ysgol Gynradd T.Llew Jones, Ysgol Gynradd Llechryd and Ysgol Gynradd Cenarth.

A small number of pupils at Ysgol Gyfun Penglais, Aberystwyth have been asked to self-isolate for 14 days following the confirmation of a further COVID-19 case at the school.

All confirmed contacts of the positive case must remain at home for 14 days to reduce the possible spread of the virus to family, friends and the wider community. The pupils will be taught remotely for this period.

A council spokesperson said: “We are now seeing the virus spreading in our communities, several of which can be traced back to super spreader events such as parties and social gatherings.

“This kind of behaviour is totally irresponsible and is putting the health of our loved ones at risk, is having a direct impact on the education of our children and is putting pressure on the NHS.

“Contact tracing has identified that the number of contacts for each positive case has increased, which tells us that people are mixing households and are mixing socially.

“The council has taken action and has served several businesses with improvement and closure notices where they have been breaking coronavirus regulations.

“The council will continue to issue notice where we become aware of concerns or breaches.

“Members of the public are urged to inform us if they have any concerns that a business in Ceredigion does not have adequate measures in place to operate safely.

Stay apart to play your part. By doing this, we will be protecting the health and wellbeing of our most vulnerable, including care services for the elderley and those whose medical conditions make them particularly at risk from Covid-19.

“We will be protecting the education provision within schools, colleges and universities. We will enable the local economy to survive the winter months.

“Together, we can keep Ceredigion safe.”

The council have issued the following guidance to residents:

  • Keep a 2m social distance from each other when out and about – indoors and outdoors;
  • Wash your hands regularly;
  • Limit your social contact;
  • Work from home wherever possible;
  • Households are able to form a ‘bubble’ with one other – that bubble arrangement cannot be swapped, changed, or extended further than one household;
  • People are allowed to meet with others from outside that bubble in a regulated venue, such as a pub or restaurant where there are strict safety protocols in place, but the maximum number of people that can meet is four and even then social distancing should be maintained wherever possible;
  • Wear a face mask in indoor public places, shops and on public transport;
  • Self-isolate immediately at the first sign of any COVID-19 symptoms and arrange a test immediately, only leaving home to get tested. A test needs to be booked online or by phoning 119.

Chief Education Officer for Ceredigion County Council said: “We are extremely concerned about the spread of coronavirus in the Cardigan area.

“A significant number of recent positive cases has resulted in a very high number of people being classed as contacts to a positive case.

“Many of these contacts now have coronavirus symptoms and we are awaiting the test results.

“There is overwhelming evidence that the speed of the virus in the Cardigan area means that immediate action is needed.”

The Council urges all parents to refer their children for a test if they develop any of the symptoms, which are:

  •         a high temperature
  •         a new continuous cough
  •         a loss or change to sense of smell or taste.

You can apply for a test on https://gov.wales/apply-coronavirus-covid-19-test or by phoning 119.

Continue Reading

News

Lib Dems urge Chancellor to ‘level the playing field’ for small local shops over Christmas

Published

on

CEREDIGION’S Liberal Democrats have called on the UK Government to “level the playing field” to help the county’s high streets compete with internet giants in the run up to Christmas.

The Liberal Democrats fear local shops hit by decreased footfall during the coronavirus pandemic will continue to struggle, and have therefore proposed a new scheme similar to how the Eat Out to Help Out scheme helped local restaurants.

To encourage people to support their local high streets while shopping from home, the Lib Dems want to see the UK Government cover postage costs. Lib Dem Treasury Spokesperson Christine Jardine has written to the Chancellor Rishi Sunak urging him to adopt the idea.

The Federation of Small Businesses (FSB) has welcomed the idea to help firms survive. Mike Cherry, UK Chair of the Federation of Small Businesses, said: “This is the type of creative idea that would boost small businesses and balance out the playing field.”

Cadan ap Tomos, Welsh Liberal Democrat Senedd candidate for Ceredigion, said:
“Small businesses across Ceredigion have been worried for months about staying afloat. For so many, Christmas is their most lucrative time of year but coronavirus restrictions mean our town centres are quieter than ever.

“When people turn online to do their Christmas shopping, free postage offers from online shopping giants are very tempting. That makes it even harder for small businesses in Ceredigion to compete, putting our high streets and local economy at further risk.

“The UK Government need to step in and level the playing field, to protect the vibrant array of small businesses that are the backbone of our local economy in Ceredigion.”

Welsh Liberal Democrat leader Jane Dodds added:

“In the Summer, the Chancellor launched a campaign to support the hospitality sector. We now need to see the UK Government go the extra mile to support small business in the festive period.

“We want the Chancellor to pay the postage on online purchases from small local independent shops to make them a more viable option for people hunting for Christmas presents and encourage people to shop small from home.”

Mike Cherry, UK Chair of the Federation of Small Businesses, said:

“This is the type of creative idea that would boost small businesses and balance out the playing field.

“We must do everything we can to help our small, independent stores.

“This is going to be the most important festive season our economy has ever seen and could be make-or-break for some of our small businesses. That’s why we must pull out all the stops to help them survive the end of 2020 and beyond.”

Continue Reading

Popular This Week