workers at the call centre who have been “upskilled” to this level are mostly school-leavers and students, with no relevant qualifications. While the job is officially advertised at between £16.97 and £27.15 per hour, they are all being paid the minimum wage, which means £6.45 for the 18- to 20-year-olds (most of them) and £8.72 for over-25s.
Serco issued an internal notice explaining this change, which was leaked to the press. From 21 October, it said, “a number of experienced agents from Serco and Sitel will assist with index case tracing”.
What it didn’t say is that some of these “experienced agents” are 18 years old. The “appropriate training” for the magical transformation to “experienced clinician”, my contact tells me, lasted four hours. It was conducted remotely, as they now work from home, and consisted of a PowerPoint presentation, an online conversation, a quiz, some e-learning modules and some new call scripts.
…People ask me, “is this a cockup or a conspiracy?”. The correct answer is both. The government is using the pandemic to shift the boundaries between public and private provision, restructure public health and pass lucrative contracts to poorly qualified private companies. The inevitable result is a galactic cockup. This is what you get from a government that values money above human life.