VeriCall covid hotline workers ‘treated badly,’ say ex-staff

Former staff members of VeriCall, which launched in Kirkcaldy last summer, say their human rights were only two toilet breaks per day, lasting no more than two minutes each.

They also claim staff forced to sit just a few feet from each other, were handed just one pair of gloves per day, and given alcohol-free hand soap instead of antibacterial gel.

The former staff say they were dealing with potentially life-threatening situations with very little training.

VeriCall won the contract to take calls to a coronavirus hotline just before lockdown, but some staff left after as little as just a week in the job.

One former staff member, who asked not to be named, said: “Staff are told they’re only allowed to be at the toilet for two minutes, and that includes the handwashing process.

“If anyone needs to be any longer they need to go upto management and tell them the reason.

“That’s against the Human Rights Act. Anyone with stomach problems has to go declare it.

“For a woman, to have to declare that she’s on her time of the month – that shouldn’t be.

“If, for example, the training hasnot been adequate and someone asks a question, they’re told ‘if you don’t understand it there are plenty of other people looking for a job so just go’.”

Another former staff member, said: “I was sacked over Facebook messenger. They couldn’t even do it via phonecall or email.

“The hand sanitiser was zero percent alcohol.

“We weren’t two metres apart, we were all in one big huddle.

“We kicked up a fuss and they eventually moved us.”

Another, said: “You were allowed one pair of gloves for an eight-hour shift.

“You weren’t able to change them for going to the toilet, so you had to keep them, and if smokers had to go out, they had to keep their gloves on.

“I’m trained in first aid, and I would get into trouble for using my knowledge to help callers out.

“It’s the worst place I’ve ever worked.

“We were dealing with the coronavirus calls, but no one had any training on coronavirus. 

“It was three hours’ training then in at the deep end.

“I left because I was scared for my own welfare. There were no procedures in place to keep me safe.

“There was no social distancing at all.”

VeriCall told the Press that while the firm puts no prescriptive limits on toilet breaks, break times are monitored and a “excessive usage would be managed through standard HR processes”.

The firm added that there are no limits on the amount of PPE for team members and guidance is provided to all employees.

It also said that training has been delivered in compliance with clients’ requirements. It says there is a mixture of VeriCall induction and an e-Learning course provided by the client, lasting a minimum of 20 hours.

Adam Taylor, managing director, said: “We have worked exceptionally hard to ensure we have appropriate measures in place to protect everyone who works for us by complying with Government guidelines to be ‘Covid Secure’, and ensuring appropriate PPE is freely available to all.

“Due to these measures we have been operating successfully throughout the pandemic period and have kept all members of our team safe with no cases onsite to date.”

Serco, who are the prime contractor on the track and trace programme for England, said: “We undertook a virtual audit of the VeriCall contact centre earlier this month.

“A live video camera was taken around all occupied and operational areas and evidence was viewed to our satisfaction including provision for hand sanitisation, cleaning of equipment, social distancing, signage and information for occupants, one way system for break areas and installation of protective screens.”

VeriCall added that recruitment and changes in employment status are handled by a recruitment agency.