24/7 Injury Helpline FAQ

Frequently Asked Questions about the
24/7 Injury Helpline

911 should always be the first call for any possible life-threatening injuries. All other workplace injuries should be routed through the Helpline. If you have other questions, please contact your adjuster.

  1. What is the average call time?
      The average call to the 24/7 Injury Helpline is under 11 minutes.
  2. Who should call and when?
      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.
  3. When is the Helpline available?
      The Helpline is available 24-hours a day, seven days a week, including holidays.
  4. Can we call the Helpline back with further questions or concerns?
      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.
  5. What information will the supervisor need when they call the Helpline?
      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.
  6. Do the nurses speak languages other than English?
      Translators are available in over 200 languages.
  7. If the nurse recommends self-care, can the injured worker still see a doctor?
      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.
  8. What information will we be provided with after the call?
      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 Care Pass will be provided via email to the injured worker to expedite care.
  9. What if the injured worker doesn't want their supervisor to hear health information?
      All calls are confidential and protected by HIPAA laws; the injured worker can ask for privacy at any time.
  10. Are the calls recorded?
      Yes, all calls are recorded.
  11. How is the call center staffed?
      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.
  12. If a referral is made to a medical facility, what information do employees need to take with them?
      If a referral is made to a medical facility, a Care Pass will be generated and sent directly to the medical facility.
  13. Is the Helpline triage call acting as our workers' compensation claims adjuster?
      No. The triage nurse is an injury management system. If appropriate, the nurse will fax or email necessary information to the claims adjuster.
  14. What do we do if the injured employee is a minor?
      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.
  15. Is the service available for non-work-related injuries?
      No. You should follow your company guidelines if a guest is injured at your location.
  16. Should I call the Helpline with billing, payment, insurance, or authorization questions?
      No. The Helpline triage nurse will not be able to answer these types of questions. Please follow your company guidelines or contact your adjuster.
  17. What is a Care Pass?
      A Care Pass is generated when a Helpline call results in a visit to a medical provider. Care Passes 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). Care Passes expedite care and ensure all parties are on the same page.