Chapter 4: Coming together to respond to the pandemic

Our local contact tracing service supports the national NHS Test and Trace Service.

Gateshead Council set up a team in April 2020 to contact clinically extremely vulnerable, clinically vulnerable and older residents to offer support.

In summer 2020, when the pandemic appeared to be easing, we stood down the team but re mobilised, in September 2020, as a new 'Case Investigation Team' when Covid cases were rising.

Our role, this time, was to contact people who had been asked to isolate by the national Test and Trace service, gather local intelligence about potential outbreaks, and to see if people needed additional support to self-isolate. We seconded staff from libraries and leisure services.

In February 2021, Gateshead Council joined a 'local tracing partnership' (LTP) to undertake contact tracing 'phone calls for cases classed by the national system as 'hard to reach', or where the national system hasn't been able to make contact with a case within 24 hours. We can also signpost to support such as the self-isolation fund or make a referral to a community hub for support. From June 2021, we've worked alongside the regional Covid hub coordination and response centre (CRC) to carry out this work. 
Lynn Littler, Business Manager, Gateshead Council 

I think that it has been quite an experience speaking to people of different age groups who have differed in the severity of their illness. So, at times it has been challenging emotionally due to the nature of the calls but it has been very rewarding, because for some people who are isolated it has been nice to have someone to talk to.

Many have appreciated having a little giggle here and there and have commented that the call has cheered them up despite their situation. For me that makes a huge difference and makes me feel happy to be able to do the job and help people in any way I can.

Being able to support them, even if it's just by listening, is so important and very much needed at a time like this. 
Call handler