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nbn Advice to NEO Customer Field Operations Internal Workforce

Aged Care Facilities

nbn is aligning with recent Australian Government guidelines on entering Aged Care facilities to ensure the safety of medically vulnerable and priority assistance end users/customers.

It has been advised the Aged Care facilities will no longer permit:
• Any individual who has been overseas in the last 14 days
• Any individual who has been in contact with someone diagnosed with COVID-19 in the last 14 days
• Any individual experiencing a fever, symptoms of respiratory illness (e.g. cough, shortness of breath, sore throat, runny nose or nasal congestion)
• Any individual who has not received the 2020 influenza vaccination by 1 May 2020 – this applies to anyone who plans to work or visit an aged care facility
• Children aged 16 years or under (exemptions are on a case-by-case basis)

How will visitations change?
• Limiting the visit duration
• Limiting to 2 social supports, professional service or advocacy at one time
• Conducting visits in resident rooms or outdoors rather than communal areas
• Undergoing a health screening ahead of the visit

In light of this new information, the Field Workforce must meet the following criteria in order to access Aged Care facilities:
• Must not have returned from overseas within the last 14 days
• Has not been exposed to a diagnosed or suspected case of COVID-19 in the last 14 days
• Must not be experiencing a fever or symptoms of respiratory illness
• Must have received the 2020 influenza vaccination by 1 May 2020
• Must practice social distancing of 1.5 metres from visitors, staff and residents
• Must practice good personal hygiene and coughing/sneezing etiquette
• Must wear appropriate PPE including gloves, masks. Wipe down equipment and clean hands regularly

nbn is working with the mywellbeing team to coordinate the logistics of securing the flu/ influenza vaccination for the Field Workforce to ensure you are equipped for visits to aged care facilities. We will provide an update to you once details are confirmed.

Note: the influenza vaccine does not protect you from the Coronavirus, but will ensure that you do not mistake flu symptoms for the Coronavirus symptoms.

Priority Assistance and Medically Vulnerable end users (customers)
When attending a premise that is flagged as a Priority Assistance or Medically Vulnerable end user, a Field Worker should confirm that the customer is a Medical Priority and then ask the following questions during the call on approach:
1. Is anyone at the premise unwell and do you have any reason to suspect that you or anyone else at the premise has been exposed to someone with, or suspected to have Coronavirus (COVID-19)?
2. Are you or anyone else at the premise in self-isolation due to having contact with someone with a suspected or diagnosed case of Coronavirus (COVID-19), isolated due to international travel within the last 14 days, or isolated due to an in home recovery period?

If the answer is yes to either of the Coronavirus questions the Field Worker is requested to:
• Perform all outside activities in best efforts to resolve the issue for Priority Assistance/ Medically Vulnerable End User:
• On completion of outside activities, contact nbn
o The agent will confirm all activities that can be performed have been done
o If there are additional outside activities, they will request the Field Worker to safely complete these activities before they are off-sited.

If the answer is no to all Coronavirus questions:
1. Field Worker is requested to ask the Medical Priority customer if they have any concerns with the Field Worker entering the property.
2. If the end user does, offer to maintain social distancing of at least 3 meters, wipe down tools with alcohol wipes, clean hands regularly and wear a P2 mask and disposable gloves.
3. Proceed to job if the end user is comfortable with this approach, if not, incomplete the ticket and it will be managed as an escalation

However, the safety and wellbeing of the Internal Workforce is nbn’s first priority. If the Internal Workforce member does not feel comfortable or safe in the environment they may reject the ticket and advise their manager.


Source: nbn