Update to call centre operations

Changes to the working pattern

The decision has been made to maintain the call centre from 8am – 8pm 7 days a week.

We understand the need to give staff a chance to recharge whilst we are in the current calmer phase, whilst still maintaining the service. Having looked at this, the following changes to the working pattern for the contact centre will be made from 10 August 2020:

  • Matrix House will operate 8am – 6pm Monday to Friday only. There will be a supervisor present on shift at all times when the contact centre is staffed. The supervisors will organise their own rota’s.
  • CQ2 will continue to operate 8am -8pm 7 days a week. The following shifts will be in place:
    • Call takers and call advisors will cover phones 8am – 6pm Monday to Friday and 8am – 4pm Saturday and Sunday
    • Supervisors (call taker and call advisor) will work shifts covering 8am - 8pm and act as the two call handlers from 6pm-8pm Monday – Friday and 4pm-8pm Saturday and Sunday.

The rotas for CQ2 will continue to be organised by the rota team.

For the call takers and call advisors there will be two shifts available:

  • Monday –Friday 7:45am to 13:15pm and 13:00pm to 18:15pm
  • Saturday & Sunday 7:45pm to 12:15pm and 12:00pm to 16:15pm

Supervisor shifts will be 07:45am – 14:15pm and 14:00pm – 20:15pm

The Contact Centre Managers will work Monday to Friday 9am - 5pm to provide representation at the various sub group meetings that take place. They will also provide support on an on call basis for the 8am -8pm 7 days a week.

If you have any questions or queries on any of the above, please send through to phw.covid19contactcentre@wales.nhs.uk