Conducting a Welfare Call
Welfare calls are an essential two-way communication element of any individuals absence. These calls ensure the trust is fully updated throughout the course of an absence and an opportunity for managers to provide support in order to try to facilitate a prompt return to work.
This video will provide tips and guidance in how to conduct welfare calls effectively, balancing the support individuals may need to return to work whilst also tackling instances of poor attendance levels and non compliance with the trusts sickness policy.
This resource is for managers and is applicable to all NWAS staff during a period of absence.
Written guidance can be found here Welfare call guidance – NWAS Green Room.
Further resources relating to the wider management of sickness absence can be found here Sickness absence management – NWAS Green Room.
“Welfare calls are an essential part of the initial absence management process which aim is to understand why an employee is absent and outline any issues that may be preventing a return to work.
They should be conducted over the phone – not through texts to ensure that the right level of support is outlined from the offset. The communication frequency of the calls going forward can then be agreed between both parties at a time that works for both.
This is particularly important in cases where an employee is absent with anxiety or stress, where there may be certain times of day that will make the call easier.
When an employee has reported an absence to Carlisle, contact should be made by their line manager as soon as possible on that day. It is important that this call is made promptly to ensure that support can be offered right away, to facilitate a return to work as soon as they can
Firstly, the call should cover the specific nature of the absence, detailing the exact reason for them not attending work.
Then questions should focus on what symptoms the individual may be experiencing, and any advice or treatment that they may be planning on receiving from their GP or specialist.
Sometimes an employee may find it difficult to divulge the exact reason for their absence. It is important to dig past their initial response to see if there are any underlying issues that may be the cause – such as a workplace conflict, or childcare issues. Consider if flexible working or special leave could be utilised to help in these situations.
Next, you should ask them how long they think they will be off from work, with any potential return to work date. Ask them if there are any steps that can be taken to support them with this. All welfare meeting questions should be approached sensitively.
The employee may be feeling unwell, or at the very least, vulnerable and anxious. They may also feel uncomfortable discussing personal details about their condition. Especially for those suffering from mental health issues.
It’s therefore important to reassure them of the purpose of the call — to provide them with support — and to be empathic and understanding.
If the absence is stress or mental health related – ensure to signpost to support that is available on the Green Room. Resources such as the EAP, wellbeing platforms and wellbeing hub provide lots of useful information.
At the end of the call, summarise any key actions and give timescales of any appointments or follow ups that will be made. Then add detailed notes into GRS under the contact section when finished.
A referral to an occupational health specialist may be needed to look at the requirements of the employee’s job role against their current limitations, and what adjustments can be made to their working conditions in the context of that role. Specifically in cases which may be related to a disability.
However, we don’t always need to wait for the referral to begin these conversations. Additional guidance on making reasonable adjustments can be found on the Green Room, or on our occupational health providers wellbeing platform.
In cases of Musculoskeletal absences – consider if a physio referral could be made to help get the individual the right treatment from a specialist, which could speed up their recovery time.
Consideration should also be given to alternative duties or a phased return to work and if they could bring the employee to work in a temporary capacity. These duties should be related to the individuals role, and should not normally exceed 3 months.
In some cases, those who are absent may be difficult to contact. Usually there will be a valid reason for this – be patient and supportive.
If a first call is made and there is no answer, the call can be made again later that day, or a message left on a voicemail requesting a call back when there is a more suitable time.
However, it is up to the employee to be contactable during their absence under the sickness absence procedure, and where appropriate the employee may need reminding of this obligation.
Continued failure to be contactable could lead to the unauthorised absence process to commence, which ultimately could mean ceased sick pay, or formal action if repeated no contact occurs without a valid reason.
Please speak to your local HR team in these cases.
On the screen now is a summary of the welfare call process.
To summarise, remember the following points:
1. Make the call as soon as possible.
2. Don’t be afraid to make the call more than once if you don’t get a response initially.
3. Sign post staff member to support resources or consider if a referral to mental health services or physio is needed.
4. Take appropriate action against any non-compliance (following sickness absence procedure.
5. Arrange follow up and agree on the frequency of future calls.
6. Record all contacts on GRS.”
