Critical Incidents and Trauma ManagementCritical Incident Support Line (07623 912974) The Critical Incident Support Line number is changing to 07623 912974 from 7th April. We are doing this because we are transferring to a more reliable paging system from the current mobile phone service, which does not give 100% coverage across Norfolk at all times. The Critical Incident Steering Group, comprising headteachers, officers and other partners, has decided that it is vital to ensure that there is a certain and rapid response to all calls. We know that schools and other settings greatly value the service and the guarantee of a speedy response at any time. What it's for: The Critical Incident Line is a contact number for schools to use when a traumatic or tragic event has occurred. A critical incident may be the unexpected death of a child or an adult closely associated with the school. Equally, it may be an event causing injuries which result in temporary or long-term disablement. An example of this might be a noxious chemical leak or a road traffic accident involving pupils in transit. Occasionally, the Critical Incident Support Line acts as a contact point of last resort, to alert the County Council where things like major fires might affect the functioning of schools. What it's not for: The Critical Incident Line does not provide a counselling service for employees suffering stress. There are other contact points, operated confidentially by independent service providers on behalf of the County Council, which handle issues of this nature. Employees are encouraged to contact the Norfolk Support Line on: 0800 1697676. Who do I speak to: To ensure immediate response at all times we will be moving to a pager system from 7th April. When you ring the number, an automated voice will say "Welcome to Page One Communications. Please hold the line for an operator, or enter your numeric message now (your phone number) followed by the hash key". If you choose to speak to an operator: He/she will ask you for your name, school or setting name, contact phone number and a brief outline of what has occurred. This information will be immediately relayed by pager to a member of the Children's Services Management Team (one of the Deputy Directors, Assistant Directors or Area Directors) who will be on duty for a week at a time. This senior colleague will call you back to take further information, provide support and advice, and agree with you the right course of action. This might include further advice and support form the Critical Incident Team. If you enter your phone number: This will immediately appear on the pager held by the senior Children' Services officer on duty who will call you back. Once you have made contact through the Critical Incident Support Line, a range of key individuals and services will be alerted. Foremost among these will be education professionals trained in trauma management, who will support the school as it comes to terms with the consequences of a critical incident. While critical incidents are, thankfully, rare, their effects can be profound and schools are encouraged to plan for the eventuality, to consider who might be affected and how best they might be supported. The Local Authority, through its Critical Incident Support Team, is a key partner at this most trying time. Critical Incident Support Team - Who are we? A team of officers and Educational Psychologists providing 24 hour support to schools in cases of emergency/critical incident. The Critical Incident Support Strategy is overseen by a Steering Group comprising Headteachers, Officers and Psychological Service Staff. The Critical Incident Team aims to respond within two hours to schools' requests for assistance by telephone and where necessary, by visits by Psychological Service Staff. The Team is able to access advice from headteachers whose schools have experienced traumatic events and can provide books and articles to help prepare schools for such incidents and to help address their aftermath. Norfolk's Critical Incident Support Framework Documents known as the Green and Red Books are available from this website (by clicking on the buttons to the left of this page). For further information, please contact: Phone: 01692 409517 |
