A new approach to absence management

We've introduced a pilot system to manage absence at our Dearne Valley Call Centre.

We've enlisted the help of an experienced third party service provider to manage short-term absenteeism. Any employee who is absent from work contacts our service provider. Their call is answered by a qualified nurse, who then goes through a structured process.

The process offers support, but also uses guided questioning to get both an accurate understanding for the reason for the absence and, if appropriate, to challenge that reason.

This information is then forwarded to the employee's manager, who can then engage our in-house occupational health support to provide specialist case management, conferences and liaison with external specialists. Where clinical evidence supports it, we fast track individuals for rehabilitative assessment and treatment by specialists.

The pilot has demonstrated that a quick and effective response to the initial call is a critical stage in the absence process, by ensuring the best outcome for the employee and the company. Preventing unnecessary and potentially damaging absence can be achieved through early referral and a joined-up response to case management.

The pilot project has helped us to understand more about absence at Dearne Valley. There are some emerging patterns and trends that are now being proactively targeted with the support of our occupational health team.