24/7 Injury Helpline FAQs

The average call to the 24/7 Injury Helpline is under 11 minutes.

Whenever possible, supervisors should call the Helpline with the injured worker as soon as the injury is known. Always call 911 first if the injury is serious or life-threatening.

The Helpline is available 24-hours a day, seven days a week, including holidays.

Yes, one of the biggest advantages of the Helpline is that injured workers are encouraged to call back at any time with questions or to report worsening or changing symptoms.

The supervisor will need to know: company information including name and address, pertinent information about the injured worker including name, birthday, Social Security number, department, and phone number, and information about how and when the injury occurred.

Translators are available in over 200 languages.

Yes. This service does not deny an injured worker the right to their own medical care; however, it is intended to provide employees with expert information to aid them in making the best medical decisions.

After each new injury call, the Helpline will email an incident report to the customer's designated personnel. This occurs whether or not the injured worker is referred to an off-site clinic. If the injured worker is referred off-site, a Medical Card will be provided via email or text to the injured worker to expedite care.

All calls are confidential and protected by HIPAA laws; the injured worker can ask for privacy at any time.

Yes, all calls are recorded.

The call center is staffed with registered nurses 24 hours a day, seven days a week under the direction of a full-time medical director. The medical director is board certified in emergency medicine.

If a referral is made to a medical facility, a Medical Card will be generated and sent directly to the medical facility.

No. The triage nurse is an injury management system. If appropriate, the nurse will fax or email necessary information to the claims adjuster.

Each employer should follow its own procedures for managing injured employees who are minors. Our Helpline system does not require parental consent for triage, but medical providers at off-site facilities may require parental consent before treating employees who are minors.

No. You should follow your company guidelines if a guest is injured at your location.

No. The Helpline triage nurse will not be able to answer these types of questions. Please follow your company guidelines or contact your adjuster.

A Medical Card is generated when a Helpline call results in a visit to a medical provider. Medical Cards are sent to the injured worker and medical provider to explain the injury, the prescribed treatment, and expected length of time off of work (if necessary). Medical Cards expedite care and ensure all parties are on the same page.