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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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Charity

Local Businesses help raise astonishing £10,000 for Cardio-Respiratory Ward at Bronglais Hospital

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THE ORGANISERS of the 2021 Aberystwyth Businesspersons’ Lunch have donated the £10,000 proceeds to the Cardio-Respiratory Ward at Bronglais Hospital.

Consultant Cardiologist Dr Donogh McKeogh; Aled and Rose Rowlands;

John Davies’ widow Ann; Frank Bridle; John’s daughter and son, Angharad

and Rhodri; and Iestyn Leyshon

The lunch last December was in memory of well-known local businessman, jeweller and musician John Davies, who had helped organise the annual lunch for many years but sadly passed away just a few months before.

“John was such a lovely man, a pillar of the town and so well thought of, that we decided it was fitting that the lunch should be in his memory and that the proceeds should go to the cardiac unit where he had been treated for so many years,” said Aled Rowlands, who organised the lunch along with Frank Bridle, Layla Mangan, Gary Pemberthy, Huw Bates and Iestyn Leyshon.

“It was a very successful day, with nearly 200 people enjoying a lunch, comedian, band, auction and raffle. It was a fitting tribute to John who was such a big part of the town.”

John Davies joined his parents’ business at T J Davies at the age of 16 where he worked for 64 years after leaving Llandaff Cathedral School. He passed away in August 2021, at the age of 80.

John’s wife Ann and children Angharad and Rhodri said: “We were delighted at the generous amount that was raised in his memory at the Businesspersons Christmas lunch.

“Charity work was important to John, through his membership of the Lions Club and it is fitting that the money raised went to a department where he personally received such care and attention from Dr McKeogh and his team.

“John will be remembered not only as a businessman but also as a keen and talented trumpeter, playing with Aberystwyth Town Band, Aber Jazz and Philomusica, to name but a few, as well as playing carols with the Town Band every Christmas Day around Bronglais Hospital wards and care homes in the town.”

Pictured at the cheque presentation at Bronglais Hospital are (from left) Consultant Cardiologist Dr Donogh McKeogh; Aled and Rose Rowlands; John Davies’ widow Ann; Frank Bridle; John’s daughter and son, Angharad and Rhodri; and Iestyn Leyshon.

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Wales stands firm in support for Ukraine

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IN THE latest update on the Ukraine crisis, Wales’s Minister for Social Justice Jane Hutt thanked all those households across Wales who have come forward to offer their homes to Ukrainians fleeing the War and encouraged more households to provide this vital support.

APPEAL FOR MORE HOST FAMILIES

The Minister for Social Justice said: “I’m delighted to say that over 5,650 people from Ukraine, sponsored by the Welsh Government and Welsh households, have already arrived in the UK.
“More than 8,200 visas have now been issued to people from Ukraine who have sponsors in Wales, so we expect the number of arrivals to continue to grow in the coming weeks.
“Thousands of Welsh households sponsored Ukrainians to arrive in Wales and committed to hosting them for at least six months.
“As we move into the autumn, we approach the end of that initial period.
“We hope hosts and Ukrainians will agree to extend many of those placements, but we need additional hosts to support those who cannot continue living where they are.
“To ensure a warm welcome to Wales, I’m inviting households across Wales to come forward and open their homes to welcome those seeking sanctuary.
“We’re immensely thankful to all those across Wales acting as hosts to Ukrainians, but more households must come forward.
“I completely understand that there are those who want to help but may not have the resources to do so, given the circumstances we’re all facing with the cost-of-living crisis.”

WALES WILL STEP UP TO THE PLATE

Jane Hutt continued: “What we all know, and has been proven countless times, is that the people of Wales are one of the most generous across the globe, and I’m sure we will step up to the plate once again.
“The idea of hosting can be daunting. That’s why we have funded Housing Justice Cymru to provide a Host Support service which includes expert and reliable information, training, advice, and guidance for people hosting, or those considering hosting, Ukrainians in Wales.
“More information on sessions and training can be found on the Housing Justice Cymru website. We also publish regularly updated guidance for hosts and sponsors at gov. wales/ukraine.
“We still need many more households to consider whether they could provide a home for those in need. This would normally be a commitment to hosting for 6 to 12 months.
“If anyone is considering this, we encourage them to register their interest at gov.wales/offerhome, and to attend one of the ‘Introduction to Hosting’ sessions, facilitated by Housing Justice Cymru. You won’t need to continue the process if you decide it is not for you.
“We have also partnered with Airbnb.org to ensure very short-term emergency placements can be provided to prevent homelessness.
“If you cannot host for more than 6 months but you could offer your property for up to 30 days at a time, you may also be able to contribute. Visit gov.wales/offerhome and follow the link to the Airbnb.org platform.”
Finally, the Minister stated: “We will continue to communicate with those who host Ukrainians, with updated guidance and information to support the valuable role you are undertaking.
“To all those that are already hosting and to those that are considering hosting, thank you, we owe you all a huge debt of gratitude.”

WESTMINSTER MUST BACK HOSTS
DURING COST-OF-LIVING CRISIS

Conservative MS Mark Isherwood raised how the cost-of-living crisis affects Ukrainian refugees.
Where families had taken in those fleeing Russian aggression, he noted a risk of sponsorships not continuing beyond six months because the hosts cannot afford the rise in fuel costs.
He asked the Minister what discussions she’d had with the UK Government about increasing the £350 contribution to households who’d taken in Ukrainian refugees.
The Minister agreed with Mark Isherwood that ending a specific ministerial post dealing with refugees was regrettable.
She noted a lack of information from the UK Government over the summer months and since Liz Truss replaced Boris Johnson as head of the Conservative Government.
Ms Hutt said: “We asked for an increase at least to £500, or up again, doubling to £700 per month. An urgent decision is needed regarding this as they reach the end of their six-month period.
“That period is underway, so we’re writing to all hosts to see if they will continue.”

UK GOVERNMENT URGED
TO PICK UP THE PHONE

The Minister thanked Mark Isherwood for introducing her to a charity offering support in North Wales, Link, and hoped that he and his colleagues would bring pressure to bear on their Westminster colleagues to ensure those in need from Ukraine and those in Wales helping them received support.
She added: “I look forward perhaps that we might have some telephone calls from the Prime Minister and other Ministers to us in Government. We must engage with them and follow this through.
“There is a huge job of work to be done here. We’re taking responsibility in the way I’ve outlined, funding our welcome centres and paying thank-you payments to hosts if they support a family who initially arrived in Wales under the Ukraine family scheme.
“That’s not happening in England. The commitment that we’re making is considerable.
“I hope everyone will join us today, saying that we need to press for those answers in terms of financial support.”

THE THREAT OF HOMELESSNESS

Sioned Williams of Plaid Cymru raised the spectre of Ukrainian refugees becoming homeless in Wales due to a lack of financial support and the end of existing hosting and housing placements.
The Minister praised the work of local authorities across Wales supporting refugees.
She said: “There are very imaginative programmes. That includes a whole range of issues like repurposing empty buildings.
“Local authorities are really coming up with a whole range of ways in which we can support people, perhaps, from a welcome centre, or a host family, into that intermediate accommodation, and then on to other longer-term accommodation.”
Pembrokeshire currently houses around 200 Ukrainian refugees, with the demand for assistance outstripping the availability of suitable accommodation.

NOT ONE PENNY FROM WESTMINSTER
TO SUPPORT FAMILIES FLEEING WAR

Responding to a question from Mabon ap Gwynfor about problems housing family groups, Jane Hutt hit out at the lack of support from the UK Government and how it’s u-turned on a commitment to help families.
“The UK Government has never given a penny towards the family scheme.
“The former Prime Minister, Boris Johnson, in one of his last PMQs, actually said that he thought the Ukraine family scheme should get the same funding and support as the Homes for Ukraine scheme. It’s never happened.
“We have provided thank-you payments to people who are hosting Ukrainian families. It’s all Welsh Government money; it’s not UK Government, because they don’t provide a penny. And also, the British Red Cross—£246,000—who are actually supporting Ukrainian families who are hosting family members under the Ukrainian family scheme.”
On Wednesday, September 28, Eluned Morgan, Wales’s Health Minister, announced the continuation of free healthcare in Wales to Ukrainian residents displaced by the ongoing conflict.
The exemption will continue to apply unless there’s a significant change in circumstances in Ukraine.

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Prince and Princess of Wales to visit Wales

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THE PRINCE and Princess of Wales have planned a trip to Wales to visit a variety of communities across the nation and learn about the work of key charitable organisations. 

The Prince and Princess have a deep affection for Wales, having made their first family home in Anglesey, and have thoroughly enjoyed their previous visits and the warmth and kindness shown by the Welsh people. 

Their Royal Highnesses are looking forward to spending more time in Wales over the next few years, they hope to strengthen their relationship with communities in all parts of Wales. 

During their first engagement, Their Royal Highnesses will visit the RNLI Holyhead Lifeboat Station, where they will meet crew, volunteers and some people who have been supported by their local unit.

Holyhead is one of the three oldest lifeboat stations on the Welsh coast and has a remarkable history of bravery, having received 70 awards for gallantry. 

Their Royal Highnesses will then take a short walk to the Holyhead Marine and Cafe Bar, where they will meet local people, including representatives of small businesses and organisations, including the Coastguard and Sea Cadets. 

In their second engagement, the Prince and Princess of Wales are expected to visit Swansea. 

Their Royal Highnesses will visit St Thomas Church, a re-developed church in Swansea which supports people in the local area and across the City and County of Swansea. 

Over the last two years the church has been transformed into a thriving community hub and is home to a vast array of services, including:

  • A foodbank which supports over 200 people per week
  • Swansea Baby Basics which distributes essential items for vulnerable mothers across the city, such as toiletries and clothes
  • Facilities for the homeless including food, showers and toilets
  • A not-for-profit cafe and community training kitchen
  • A surplus food distribution network which collects food from supermarkets at the end of each day and distributes it from the church to prevent food waste and to help end food poverty

As part of their visit, Their Royal Highnesses will meet those volunteering at the church across different initiatives including Baby Basics and the foodbank. Their Royal Highnesses will also spend some time meeting members of the public gathered outside the church. 

The Princess of Wales has previously worked with Baby Banks and the in summer of 2020 brought together 19 British brands and retailers to donate over 10,000 new items to more than 40 baby banks nationwide, operated by Baby Basics, Little Village and AberNecessities. 

Her Royal Highness has visited a number of baby banks across the UK, including in London, Sheffield and West Norfolk where she has spent time speaking with families about their experiences of using their local baby bank services, as well as helping unload donations. 

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