Wraparound support for test and trace

As we (London Borough of Newham) move from the #HelpNewham provision to Well Newham it is essential to provide support for residents throughout the ongoing impact of the pandemic on a range of issues from getting tested for COVID-19 to accessing food while isolating. In addition, much of the LBN workforce which was redeployed to facilitate #HelpNewham have returned to their usual roles.

Moving from #HelpNewham as an emergency response to a 'new normal'- Well Newham, is not about council-delivery or council top-down agenda setting, but is very much grounded in partnership, collaboration and facilitation with all parts of the system playing different but critical and complimentary roles. Therefore, it was decided that the support provided to residents should be offered through a helpline separate to the LBN Customer Service team to ensure sustainability and a connection with the voluntary sector organisations that provide much needed support to residents both during the pandemic and before.

In order to implement the COVID Helpline quickly, a prototype service was set up in partnership with Community Links and The Renewal Programme for 8 weeks from w/c 13 July 2020. The support provided is both to related to the immediate impact of COVID-19 as well as root causes (e.g. low income affecting access to food). The COVID Helpline serves as a hub to support residents during the pandemic.

The COVID Helpline plays a role in the management of COVID-19 in the borough. It will assist residents with accessing testing and test results, support to isolate, and guidance on best practice to stay safe during the pandemic. Furthermore, the Helpline provides support in multiple languages and offers an alternative, local source of information that is not a Government service or requires online access, which will enable more residents to engage and access the necessary information to stay safe.

The Helpline is supported by the LBN Public Health team to ensure the guidance they provide is fully up to date and correct. The call handlers are provided with a detailed handbook of guidance / advice, created by the LBN Public Health team, which is updated weekly (as necessary).