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A day in the life of a Contact Tracer Officer

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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.

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Restrictions ease further with caution, says County Council

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WITH restrictions easing further, both residents and visitors are reminded to enjoy Ceredigion safely and responsibly.

Wales will move into alert level 2 on Monday, 17 May, Welsh Government has announced.

The changes to the coronavirus restrictions, which will come into force from Monday 17 May include:

·         Indoor hospitality can re-open – 6 people from up to 6 households (not including children under 11) can book

·         All holiday accommodation can re-open fully

·         Entertainment venues, including cinemas, indoor-play centres and areas, amusement arcades, and theatres can re-open. Cinemas, theatres concert halls and sports grounds can sell food and drink as long as it is consumed in a seated area for watching the performance

·         Indoor visitor attractions, including museums and galleries can re-open

·         Up to 30 people can take part in organised indoor activities and up to 50 people in organised outdoor activities. This includes wedding receptions and wakes.

International travel will resume from Monday 17 May but extra safeguards will be put in place for people returning from some countries to prevent coronavirus re-entering Wales. A traffic light system, aligned with England and Scotland, will be introduced. Countries will be classified as green, amber and red. This means people living in Wales will be able to travel to a small number of foreign destinations without the need to quarantine on their return. Mandatory quarantine for countries not on the green list remains in place.

From Monday 24 May, a paper-based vaccination status will be available for people in Wales who have had 2 doses of vaccination and need to urgently travel to a country that requires covid vaccination proof.

However, the Welsh Government continues to advise people to only travel abroad for essential purposes.

Caution still needs to remain as the Coronavirus is still with us. Ceredigion residents and visitors must keep following the guidance for Covid-19 infection rates to remain low. Keeping a social distance, wearing a face covering and washing hands regularly are vital to keep our county safe.

Enjoy Ceredigion safely and responsibly.  

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Safe visiting opportunities in Care Homes being put into place

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FOLLOWING Welsh Government’s announcement of moving to Alert Level 2 on Monday, 17 May, families of Council-run Care Homes are reassured that further enhanced visiting opportunities are currently being reviewed and progressed.

The Care Homes will be contacting the designated visitor of those residents who are currently cared for in bed to arrange indoor risk assessed safe visits from Monday 17 May onwards.

Visitors and residents will be offered options regarding their preferred location for the visit. This includes safe visiting options (for example a Pod) or outdoors (weather permitting). The length of time for visits will be extended.

As part of this important piece of work, questionnaires will be sent to families. This will ensure that residents have their voice and wishes centrally captured and used to support with planning and implementing any changes.

The safety of residents, staff and families will be central to all of the visiting opportunities that will be put in place.

All the Care Homes are looking forward to welcoming families back.

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Cllr Paul Hinge elected Chairman of Ceredigion County Council

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COUNCILLOR Paul Hinge has been elected as the Chairman of Ceredigion County Council for 2021-2022 during the Annual Meeting held virtually on Friday 14 May 2021.

This concludes Councillor Gareth Davies’ term of office, where he has steered the Council through an unprecedented time in light of the coronavirus pandemic.

Following being elected as Chairman, Councillor Paul Hinge accepted the position and addressed the Council saying that becoming Chairman of the Council was a great honour. 

Originally from Cardigan, Councillor Paul Hinge now lives in Bow Street and represents Tirymynach ward on Ceredigion County Council. He is also the Council’s Armed Forces Champion and has campaigned extensively for veteran rights over the years as a veteran himself.

Councillor Paul Hinge, Chairman of Ceredigion County Council, said: “As a child born in Cardigan a number of decades ago now, I could never have envisaged then that one day I would be taking one of the highest elected civic roles in my home county as I have done so here today; this is a very proud moment in my life. I would like to thank my fellow councillors for entrusting me with this role for the forthcoming municipal year. I would also like to give a special thank you to Councillor Gareth Davies for his unstinting work in such difficult times in this last year, it’s been an honour to have been his Vice Chairman. I look forward now to being Ceredigion County Council’s Chairman in the year ahead”.

Councillor Ellen ap Gwynn, Leader of Ceredigion County Council, added: “I would like to congratulate Councillor Paul Hinge on his election as County Chairman and wish him well for the coming year. I would also like to thank Councillor Gareth Davies for steering the Council’s virtual meetings so smoothly and skilfully over the last year.”

Councillor Ifan Davies from Lledrod ward was elected as the Council’s Vice-Chairman. The Reverend Richard Lewis was appointed as the Chairman’s Chaplain for 2021-2022.

Questions for the Former Chairman

Councillor Gareth Davies, Llanbadarn Fawr Padarn ward, was the Chairman of Ceredigion County Council during 2020-2021. Here we look back at his year which has been very different in terms of all of the restrictions and adjustments.

What was it like to be the Chairman of Ceredigion County Council during the pandemic?

It was quite an unusual experience compared to previous years. Of course, nobody foresaw how the pandemic would affect our lives, nor how long it would last. We have all had to adjust the way we live and work. It was a bit of a disappointment that I did not have the opportunity to represent the county in any official events during my time. As an individual who has links with the Tregaron area, it was also sad to hear that the National Eisteddfod would be postponed. However, having said that, I’m extremely proud that I live in Ceredigion where the effects of the pandemic have been amongst the best in the United Kingdom.

What was the biggest challenge?

The biggest challenge was learning how to chair a virtual meeting. With over fifty people in attendance, it was not possible to see everyone on the call at the same time. Everyone else had to learn as well, and, as a result, the meetings took a litter longer than usual. I hope that the Council members feel that I have been a fair Chairman and that everyone had the opportunity to speak if they wished to. Everyone is coping well with the system by now.

What was the best thing about your experience?

I consider myself very privileged, and I was delighted that the elected members of Ceredigion County Council gave me the opportunity and trusted me to be Chairman. The year did not turn out as I had expected. But the safety and the health of Ceredigion’s residents is far more important than anything else.

What is your message for the new Chairman?

I very much hope that the new Chairman will have the opportunity to do the role justice, and I wish him well for the coming year.

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