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Published by Virgin Trains Ops Safety, 2018-02-23 01:54:35

iSafe - February 2018

An operational safety magazine for safety critical staff at Virgin Trains.

Keywords: train safety operations Train Manager Driver Dispatcher Shunter SPAD

iSafe
Quarterly magazine for safety critical staff

Feb
2018

Rule Book App
Safety Critical Comms.
The Usual Suspects
Close Call
Mind the Gap
On-Line

“Welcome to the first edition of
i-Safe, our quarterly operational
safety magazine created for and
edited by, operational colleagues
across the business”

Warrick Dent
Operations, Safety and Sustainability Director

“I’ve wanted this magazine for sometime, the In this issue
railway operating world is one with a proud Rule Book App
history, yet one that has evolved significantly Good Can Come From Bad
and will continue to do so and we want to inform Adorable Rules
and shape that development with you. I’ve also Professional Chat
wanted a magazine shaped by you. With that in The Usual Suspect
mind going forward I would like to invite people To Close for Comfort
to help determine what gets talked about in Mind the Gap
these pages. On Line
Care First
We have all our own experiences and examples
of when operational incidents or accidents occur, Topics for discussion
and thankfully they are very rare nowadays. Photographs
However we should all retain a chronic state of Stories we could all learn from
unease and continually drive and challenge for E: [email protected]
improvement in the level of risk in our operation.
Yammer: iSafe Discussion Group
More positively, there is a lot of good practice
that you exhibit as individuals and I think we can
do more to celebrate and share that practice so
we continually improve. One area that concerns
me is our safety critical communications with
signallers and controllers. The article on our
Tollerton incident drives this home to me again.

Finally, I wanted a magazine that you find
interesting, talk about and want to be a part of
producing. So if something in here has touched
a nerve or lit a flame then talk about it and if
you want to provide ideas for the next edition
then let us know, it does not have to be perfectly
written, we can work your idea up with you”

Published by Operations Safety and Standards, Virgin Trains, East Coast
House, 25 Skeldergate, York Y01 6DH. (C) 2018.

Life after paper

A look at the new rule book app

As the number of rules
has increased, railway
safety has increased...

1930’s

1950’s

1970’s

But so has...

•The physical size and weight of rule books
•The difficulty in quickly finding a rule
•The amount of paper being used industry wide
•The emissions and sustainability issues from printing and

distribution
•The monetary cost from printing and distribution

1980’s

1990’s WTF?

2000’s If the 120,000 industry employees that
use the rule book all had a paper rule book,
the numbers look something like this:-

43,080,000 bits of A4 paper
4616 trees
Weighs 215,400Kg
Stacked up would be 861m tall

Virgin Trains staff can now trial the new RSSB rule
book app to refer to safety critical rules and
procedures..

The Rule Book is an essential reference for the
120,000 people nationwide who are responsible for
operating and maintaining the railway safely.

Currently staff can view the rule book in either paper Benefits for you
format, a format that has existed as long as the
railways have, or more recently online, via the RSSB Intuitive design
website. 24/7 access to content (including
offline)
Using the Rule Book app offers staff a more modern Automated notification of future
alternative to paper copies, with improved usability, amendments, immediate access and
better cross document search functionality, intuitive acknowledgement
navigation and responsive design. Content can be Consistent explanation of changes,
accessed even when offline and updates are made supported by video in the future
automatically on acknowledging a notification to the You can configure content to better
device. match functional role and competence
Search feature that simplifies navigation
The new rule book app is available on iOS and Favourites allows user to create a list of
android system and works on phones as well as regularly referenced content
tablets and iPads. Personal notes allows users to capture
personal thoughts
So how do I get it? Direct contact with subject matter
experts at RSSB via in-App email feature
Simply follow the five steps below, just remember Single sign-on also provides access to
though this is still a trial at the moment so you still other RSSB products and services,
need to sign for your documents! including SPARK.

Visit your Search for Register a few Select what rule Hit download
app store RSSB Rule details – you book modules set and within a
Book and must use your few minutes
download – it’s virgintrainseast best describes you will be
coast.com email your job :- ready to go!
free!
Master
How as it for you? all modules

Feedback is a really good way to help shape Driver
the app going forward to make it even better. Train driver
You can feedback the good, the bad and the
ugly in a number of ways:- Train Working
Train Manager,
Via the app directly to RSSB
In the Rule Book App Yammer Group Shunter and
Dispatcher

Good can come from bad

At 14:04 hrs on Wednesday 3 August 2016, the driver of At the time train 1S16, the 12:00 hrs London King’s Cross –
1E13, the 07:55 hrs Inverness – London King’s Cross Inverness VTEC service, was 61⁄2 miles away, approaching Kyle
passenger service had to lie down next to his train to avoid Beck on the down fast line; the nearest train on the up slow
being struck by a train that was passing on the adjacent line was 16 miles away.
at approximately 105 mph. The driver was unhurt.
The signaller at York North workstation at the York (IECC) was
The driver had experienced a loss of power and a permanent a trainee working under the supervision of an experienced
indication of wheel slip with the leading power car of the signaller. The trainee signaller had not previously granted a
train. He stopped the train at signal Y372 at approximately line blockage to protect a driver needing to examine their
13:48 hrs on the up fast line at Kyle Beck, 121⁄4 miles (19.7 train, although he had practiced the scenario as part of his
km) north of York station. training. He had previously granted line blockages to
controllers of site safety (COSSs) to protect staff accessing
He advised the signaller of this as required by section 41 of the track to carry out work on the infrastructure, on a number
the railway Rule Book (GE/RT8000) module TW1 ‘Preparation of occasions.
and movement of trains’, using the GSM-R (Global System for
Mobile Communications – Railway) cab radio. The signaller is required to record the details of a line blockage
on a Signaller’s Line Blockage Form (RT3180). The version of
The driver then contacted VTEC’s maintenance controller for form RT3180 used at York IECC contains a check box labelled
advice on the action he should take to investigate the train ‘tick when communications have been checked’; this is used to
faults, again using the GSM-R cab radio. Following an record that a signaller has successfully called a COSS back
unsuccessful attempt to rectify the fault, the maintenance using the mobile phone number provided by the COSS.
controller asked the driver to carry out a rotation test on the
leading power car of the train. To carry out a rotation test it This check box is absent from the standard version of the form
is necessary to mark the position of a train’s wheels, move published by RSSB. It is not a requirement for a signaller to call
the train a short distance, and then check the marked wheels a train driver back before granting a line blockage and a driver
have rotated correctly. would normally expect to wait on the phone until the signaller
confirmed the line blockage was in place. Although the driver
At 14:00 hrs the driver contacted the signaller, as required had previously arranged line blockages with signallers, it is
by section 46 of Rule Book module TW1, to request that possible that the driver had not experienced waiting to be
trains on the adjacent lines (the up slow and down fast) called back by a signaller before.
should be stopped so that he could carry out the rotation
test.

The communications procedure is described at section 5 The forward facing CCTV on train 1S16 shows that the
of Rule Book module G1 ‘General safety responsibilities driver of train 1E13 became aware of its approach
and personal track safety for non-track workers’. This approximately six seconds before it reached him. He then
requires a signaller to take lead responsibility in a lay down close to his train in the space between the
conversation with a driver. It states that all concerned down fast and up fast lines; he was lying on the ground
must make sure they properly understand the meaning of with three seconds to spare.
all messages, and that a message must be repeated back
by the person receiving it so that the other person knows Following the incident, the driver of train 1E13 returned
it has been understood. The driver asked the trainee to the driving cab of his train and contacted the signaller.
signaller if he had been granted the line blockage. The He said that he thought the line blockage had already
trainee signaller replied that he would call the driver been granted, without stating that a near miss had
back, without positively stating that the line blockage occurred with train 1S16.
had not been granted. The driver did not repeat back the
fact that he needed to wait for the signaller to call him The trainee signaller told him that he had not granted
back. It is possible that the driver may not have heard the line blockage, and again said that he would call him
what the trainee signaller said or that he had back; this message was repeated back by the driver.
misunderstood what he was being told. Immediately after this call, the driver of train 1S16
contacted the signaller to advise him that he had just
As a result, the driver and the trainee signaller did not passed someone who had had to lie down next to their
reach a clear understanding about stopping trains on the train.
adjacent lines, and the driver subsequently alighted from
the driving cab of his train, incorrectly believing it was
safe to do so.

The driver marked the wheels of the leading power car of
train 1E13 and returned to the driving cab without
incident. He then moved the train forward a short
distance. He alighted from the driving cab for a second
time, still believing the adjacent lines were blocked to
other train movements. Shortly after alighting from the
driving cab for the second time, he became aware of train
1S16 approaching at speed along the down fast line. It is
possible that he became aware of this train when the
driver sounded its warning .

The permissible speed on the fast lines in the vicinity of
Kyle Beck is 125 mph . Train 1S16 was still accelerating
after passing through a 90 mph temporary speed
restriction around three miles earlier; as a result it was
travelling at around 105 mph.

What good came out of this incident?

This incident highlighted some key learning points:

During any safety critical communications, how you listen is equally as important as how you speak
Understanding is more that simply repeating back – if you are unsure – ask.

It also highlighted:

That rule book forms must not be altered locally as they have a specific structure for a specific
reason
The importance of reporting all near misses and close calls.

And what changed directly as a result of this incident?

A new rule has been introduced where the signaller must give the driver a reference number to
signify that a line blockage is in operation. No reference number = no block.

Adorable rules

In December 2015 there were changes to the So what were the risks that were looked at?
way in which doors that were locked out of
use were dealt with. Locking doors out of use can have an obvious
impact – people can’t get out in the event of
It was part of an on-going process where an emergency, so in some cases previously,
rules are changed to balance the overall risk locking the entire vehicle out of use was the
with the “one in a million” risk that historically rule book requirement.
the rule book has focussed on.
But, what is the likelihood of that?
A similar approach was taken to GSMR
failures and will form the basis of future rules Using industry data it was determined that
reviews. there was a far greater likelihood of risk from
locking out a vehicle out of use in certain
What is apparent though, is that the changes circumstances and hence the rule change.
weren’t briefed out as well as they could have
been.

Locking vehicles out of use was likely to
increase the likelihood of risk from:-

Physical and verbal abuse to staff moving
people from vehicles.
Overcrowding in other parts of the train and
or on station platforms
Increased station dwell times

So what are the rules regarding doors?

Firstly, wherever possible a train must not
enter service with any defective external
passenger accessible doors.

What this means is that a train can enter
service, even from a depot, with defective
doors providing the following rules are
applied. However, at a depot every effort
must have been made to repair the defect
beforehand and arrangements must be in
place to have the defect repaired as quickly
as possible.

Defects in service

Where a defective door is identified whilst in service the door must be locked and labeled out of
use.

A vehicle must be taken out of service if:-

all doors are defective on one or both sides of that vehicle AND the nearest door on the next
vehicle is also defective.
If either or both of the TGS Train Manager’s doors are defective.
If both leading doors are defective on end passenger vehicles.
If both trailing doors are defective on end passenger vehicles.

The Rule Book GE/RT8000 TW5 allows a vehicle to remain in public use with permission from
Virgin Trains control if the following doors are defective:

all doors on one or both sides of the vehicle but the nearest door on the next vehicle is
available for use.
a single door at the leading end of the first passenger-carrying vehicle.
a single trailing-end door of the last passenger-carrying vehicle.

Leading and trailing in all cases also applies to vehicles where the adjacent vehicle is out of use
due to defective body side doors – or where passenger doors are nonexistent, for example the
DVT.

The Train Manager’s doors on the DVT are not factored into any defective on train equipment
contingencies as they are not designed to be opened by anyone other than authorised staff.

And remember, early reporting of doors that are not operating correctly – for example slow to
open or close, or sticking DVT doors - is vital in ensuring that they can be attended to before
they actually fail in service. There has been several instances recently where failing doors are
known about, but were never reported.

Professional chat

There is more to safety critical comms than the phonetic alphabet

Everyday we depend – and take for
granted - on thousands of different
people communicating safely – pilots, air
traffic control, emergency services,
signallers and surgeons to name but a
few.

Likewise , everyday thousands of people
depend on you being able to
communicate safely.

Poor safety communications are an
underlying cause in many incidents and
accidents that occur. In most cases
these incidents or accidents would have
been prevented had the people involved
communicated in a safe manner.

Communication is all about exchanging
information and can take many forms.
Some are obvious, some not so.

Consider the following types of
communication: and think about some
of the benefits and risks of using that
type of communication.

Verbal – for example the spoken word

Written – for example an email or
written instruction

Facial Expressions – for example a
raised eyebrow

Imagery – for example a poster

Physical – for example a “thumbs up”
gesture

Sounds – for example a warning horn

What are the barriers to great
safety critical communications?

Lack of planning Information overload

Entering into a communication Where a lot of information
with someone not having is passed in a
taken a second to think about
what message it is you need communication, the
to get across to the other chances of missing part of
person. This also applies to PA
or station announcements. it is quite high. When
information is conveyed it
Assumptions should be conveyed in small
chunks to allow the other
Starting off a communication person time to digest what
assuming you know what the
other person is going to say is being communicated.
and only hearing what you
want to hear or assuming that Equipment
they will know what you are
talking about. Sometimes communications
equipment may not be the
Cultural Barriers best quality, for example a
crackling radio.
Peoples accents can cause
communication difficulties, People
normally frustration, especially
if you are having to repeat People listen and learn in
yourself several times in order different ways, sometimes
to be understood.
people need things
Emotions described to them in a little

Your emotions play a huge bit more detail in order for
part in how receptive you are them to understand
to communicating safely. If
you are angry, frustrated or Familiarity
panicking you are less likely to
communicate safely and People who regularly
effectively. communicate with each
other sometimes let that
Poor listening skills
familiarity lower the
Not giving the other person standard of the
your full attention usually communication
leads to only listening to parts
of the communication with Peer Pressure
your imagination filling in the
missing bits. Some people don’t like to do
things “properly” when their
colleagues are around them

for fear of ridicule.

Awareness is the key to controlling the risks

Top 10 Safety Not communicating
Critical
Everyone has a responsibility, morally and
Communications legally, to report things that may have a
failings found safety impact. You must never assume that
out through a colleague has, or will, report a situation as
accidents if they are assuming the same thing it will
never get reported leading to incident or
Unnecessary information accident.

All safety communications should be brief Are you speaking to the right person?
and only about the task in hand.
Unnecessary information prolongs the Always check that you are speaking to the
communication and can add substantially to right person and be aware of that persons
the risk of confusion. authority. For example the VTEC controllers
may sit in the same room as the Network
Inaccurate information Rail controllers at York, but they have
different levels of authority.
Sometimes we feel pressured into giving
information. Only information that you know Same person, same communication
to be correct should be conveyed, if you are
estimating or are unsure about the accuracy We often speak to the same person every
of information then you must clearly state day. We often speak to the same person
that to the other person. everyday about the same things. This
generally leads to the conversations
Shift changeovers or handovers becoming informal and also assumptions
about what information is going to be
Where people are finishing their shift, or conveyed.
going for a break and are handing over to
another person, its important to take the Use of jargon
time to fully explain the current state of
play. Even minor details, if missed, could The railway industry has lots of codes and
cause safety issues later in the day. This abbreviations, for example AWS. If managed
also applies when returning from leave or correctly this doesn’t present a risk.
periods of sickness – make sure you are fully However, use of local jargon or taking
aware of what is going on – there may have shortcuts with recognised terms can lead to
been changes. a risk.

Whispers For example, a driver talking to the signaller
about a defective horn – is that the train
The more people that are involved in a chain warning horn or the AWS warning horn?
of communication increases the risk that
information will get added, missed or Missing information
changed.
Usually as a result of assuming the other
Repeating Back – but not understanding person knows or getting distracted whilst
conveying a message and then forgetting
Where the amount of information is small, to give sometimes vital information.
repeating back is fairly easy. Do you fully
understand the message though?

Look out for a new safety critical comms training
session in a safety update day soon!

The Usual Suspect

A death-trap called distraction

What is a distraction?

Simply, a distraction is a thing that prevents someone
from concentrating on something else.

And these threats to our attention can take two forms:-
External – things you can see, hear, smell, touch
Internal – what is going on in your head

Which of these are easier
for you to manage?

In both cases, the
starting point to
managing
distractions is to
acknowledge that
they exist in the
first place.

In sports, most
competitive events
take place in very
distracting
environments – crowd noise,
electronic displays, planes flying
overhead, loud conversations and as
such success may depend entirely on
the ability of the athlete to ignore
these and focus entirely on the task in
hand. There are several examples of
medals not being won because of an ill
timed click from a camera in the crowd
or grunt from an opponent resulting in
the briefest of lapses in concentration.

In our industry the consequences can
be more deadly than simply that of a
missed medal. There is no second
prize for safety.

It will never be possible to eliminate all Internal distractions can be slightly harder
external distractions as they are out with to manage, in that “looking away” doesn't
your control. help and in fact may make matters worse.

That said, there are some things you can do Internal distractions can come from a
to help:- number of directions, for example upcoming
holidays, financial or health worries, anxiety
Keep work environments tidy – stow or stress.
magazines (even this one!) and newspapers
out of site. The majority of these distractions can be
managed by making the time to either deal
During times of safety critical activities, with them or by having a plan on how to
mobiles are switched off in the driving cab, deal with them. Generally the internal
or on silent in other roles – even the distractions are those that make the person
vibration of an alert can cause a curious feel out of control.
glance which could distract you momentarily
from the task in hand. Where things may seem to be getting a bit
much, Virgin Trains offers a wide range of
Many fatal motorway accidents are support for it’s people to help before they
caused by rubber-necking. Whilst something become a distraction that could be
may look exciting, unless you specifically detrimental to your and others safety.
need to deal with it, look away and focus on
the task Details can be found on the last page of this
edition of iSafe.
Report all issues with equipment that
cause distraction through not working Other internal factors that can distract are
properly – i.e. excessive heat, noise, light etc lack of sleep and boredom.

Politely tell customers that you will deal
with their enquiries when you have finished
what you are doing. If they persist, stop
what you are doing and start the process
again.

Do what the high performing athletes do?

One mental key is to stay focused on your own task and not get caught up in external distractions. Athletes
focus their energy on preparation and their game plan. If they let themselves get too caught up in the hype
leading to an important event, it will distract them from their performance objectives. This is easier said
than done, so athletes need a back-up plan to help them cope with distractions.

Use the 3 R’s strategy to help you identify when you are distracted and get back on track. By using this
strategy, you will be able to:

Recognise when you are distracted or distracting yourself from the task in hand
Regroup and zone out the distraction.
Refocus on the task and the steps you need to take

First, RECOGNISE that thinking about the distraction is not helping in whatever it is you are doing. In fact, it
could be putting you and others in danger.

Next, REGROUP by letting go of the distraction

Finally, REFOCUS by asking yourself what your need to focus on and reminding yourself of the task

Too close for comfort

Reporting close calls within Virgin Trains

In 1969 Frank Bird critically analysed and So what is a close call?
further explored a piece of work that had been
conducted in 1931 regarding the prevention of A close call (or near miss, close shave, an
accidents in an industrial context. From these “oh shit, that was close” moment) is
pieces of work, “Bird’s Triangle” was simply an event, that had the
developed, which may be familiar to anyone circumstances been very slightly different
that has attended a heath and safety course at would have resulted in an actual event.
any time in the last 85 years!
Examples of types of close calls are:-
The fundamental learning point from this
model is that the more serious incidents are Unsafe acts
considerably less likely to occur if the close Unsafe conditions
calls are identified and addressed. In some Unsafe procedure
cases these are seen as the accidents that Environmental
haven’t yet happened. Performance

Whilst the model was developed in a safety When they are identified, they can be
context, the principle can be equally applied to investigated as the events that didn't
any sort of risk. happen.

Last year we launched our own bespoke close- The story so far...
call reporting app which can be used on
iPhones and iPads. Unsafe Act Unsafe Condition
Unsafe Procedure Environmental
Since the launch, there has been over 1000 Other
close call reports from all areas of the business
which have all been investigated.

That is over 1000 opportunities to prevent
harm and 1000 opportunities to learn.

For those of you that don’t already have the
close-call app, it can be found in the company
app catalogue and downloaded to your device.

As with most Apple apps, it is intuitive to use
and a series of prompts guides you through a
data collection process to enable as much
information to be gathered, there is also the
option to upload photos.

Your reports are confidential, although you can
opt to leave your name visible to the
investigator if you wish feedback on your close
call.

Over the coming editions of iSafe we will
publish a sample of some of the close call
reports we have received and more
importantly what was learned and/or changed
as a result of the close call report.



Mind the Gap

The work of the Platform Train Interface (PTI) Working Group

About two years the Platform Train Interface
(PTI) Working Group was set up in a bid to bring
together a selection of different grades that can
help influence safety at the PTI.

The group meets every six weeks and is
comprised of:-

Train Manager representatives
Platform staff representatives
Driver representatives
Driver Team Manager
Regional Service Delivery Managers
Safety and Sustainability Team
Performance Team

The PTI working group examines the challenges
that exist and formulates joint action plans to
determine the best course of action.

Collaboration between all the parties involved is
key in ensuring we manage one of the most high
risk environments in the rail industry,

Some of the current topics that are being
discussed are:-

Aerodynamic risk assessments for platforms
Dispatch of Mark4’s using flags
Stopping trains in an emergency briefing for
non-safety critical staff
New hand lamps
Luggage space risk assessments
Dispatch of empty coaching stock at
unmanned stations
Other aspects of station safety

If you have any concerns about the PTI, contact
your line manager in the first instance, report a
specific issue via close-call or contact your grade
representative above to have the issued or idea
raised.

The recent Right Time, Right Way week focussed
on PTI and platform management from both the
Train Dispatcher and Train Manager’s
perspective. This included an online survey, so
watch out for the results of this!

As always though, feel free to share your hints
and tips for safe platform management with
your colleagues and us here at iSafe!

On Line

Current Operational Safety Performance

26 Dispatch Irregularities 6

TPWS (medium/high risk)

Common locations:-

Doncaster
Finsbury Park
Fletton Junction
Grantham

9 1

Station Overruns Fail to Calls

Common locations:- Grantham

Berwick
Morpeth
Stevenage
Grantham
Wakefield
Northallerton

5 Trains Moving in platform with 1

open doors Speeding

Red for Danger

Focus on SPADs

2017/2018 has been a very challenging year so
far for Category A SPADS with the worst SPAD
performance in over a decade. What makes this all
the more disappointing, is that it follows on the
heels of the best SPAD performance in over a
decade.

Whilst no two incidents are ever exactly the 6
same, there are some trends coming out from the
SPAD incidents we have experienced in the last Category A SPAD
year.
April 2017 – L3873 - Armley Junction (Leeds)
Personal preparation for duty, especially after June 2017 – P128 - Perth
returning from a period of leave or rest-days can October 2017 – A128 - Alnmouth (adhesion related)
play a huge part in how you perform at work. November 2017 – D5 - High Dyke (Grantham)
Ensure you are well rested and leave any non- November 2017 – K296 - Gasworks Tunnel
work related thoughts at the cab door when you January 2018 – D78 – Newark Northgate
enter!
In the next edition we will focus
When working empty coaching stock trains, on dispatch irregularities.
these are more likely to be at the very end or very
start of a shift and these are more than likely to
be early morning or late at night. These sort of
moves have their own specific types of risks such
as stopping at signals you don’t usually stop at
and also you are more likely to be tired when
making these stops!

Distraction can come from a number of
directions like we discussed earlier in iSafe. Being
aware of these distractions and having the ability
to filter them out is essential at any time, but
even more so when you need to focus on
stopping at stations or signals.

Welcome to Care First

Virgin Trains believes that investment in Care first Information Specialists
your wellbeing is essential, because
putting it simply ‘You matter’. Expert advisors, trained by Citizens Advice,
can provide comprehensive answers and
When life is good and you’re care free, it’s assistance on a wide range of issues which
easy to hold your head up and smile. affect daily life. The service is completely
confidential and free of charge.
But occasionally you might experience a
time when nothing seems to go your way; Care first Counsellors
be it at work or at home. That’s when
things can start to feel like they’re getting Available 24/7 to offer support, advice and
on top of you. counselling on any workplace or personal
related issue. No matter how small or big the
Whether you need information or have problem, Care first counsellors are available to
questions regarding issues such as; Stress, you. All Care first counsellors are
Pregnancy, Debt, Landlords, Neighbours or professionally qualified and accredited by the
Nutrition, Care first online wellbeing can British Association for Counselling and
provide the answers. Psychotherapy.

Articles, information and news are kept up- Curious?
to-date by a team of Care first
professionals. Visit: http://www.carefirst-lifestyle.co.uk/

If you can't find the answer to your Username: vir0001
question within the online area, or you Password: trains1234
need further information you can contact
Care first free of charge and talk to one of Telephone: free on 0800 174319
our Information Specialists or Counsellors.

When you call the service, Care first will simply ask you which organisation you work for to check whether
you are eligible to use the service. Any information you share with Care first will be strictly confidential,
and only anonymous statistical data will be provided to the Company so that use of the service can be
monitored.


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