The Portfolio Holder for Direct Services introduced the Assistant Environmental Health Manager, who presented the report.  The report recommended that the Out of Hours (OOH) service targeted the Environmental Health Officer resource at times of peak demand, whilst simultaneously empowering the CCTV team to respond, record and provide advice to the majority of ‘one off’ complaints received by the service. 

This proposal was in order to make more efficient and effective use of resources, allowing serious or emergency public health matters to be dealt with all year round and providing an enhanced system during periods of highest demand.  The existing OOH provision for serious or emergency public health complaints would be extended via a year round cascade call system.

The Direct Services Advisory Committee had noted the same report and recommended it for approval.

Public Sector Equality Duty

Members noted that consideration had been given to impacts under the Public Sector Equality Duty.

Resolved:  That

a)     a targeted OOH service be implemented during the busiest service periods of Friday and Saturday night 18:00 to 00.00; 

b)     during the periods in (a) above; all calls in respect of environmental health (other than first time complaints) be passed to the OOH Duty Officer for review and investigation as per the current service.

c)     at all other times OOH calls be reviewed and logged by the CCTV team;

d)     training and guidance be provided to CCTV operators to ensure they provide accurate advice and assistance to a customer at the time of their call;

e)     Environmental Health continue to provide additional advice or assistance as required via a cascade telephone system (or similar) for emergency situations or difficult/ demanding customers;

f)      it be noted that the proposed system would allow serious or emergency public health matters to be dealt with all year round and provide an enhanced system during periods of highest demand;

g)     it be noted that the proposed service would also ensure all customers calling the District Council outside of working hours receive an enhanced level of information and advice (provided by CCTV) during their initial call to the Council (rather than just in current service hours).  It will also enable CCTV to contact an officer from Environmental Health in periods not currently covered by the existing service.

h)     it be noted that the provision of a secondary cascade rota would enable the OOH Duty Officer to seek a second opinion or if necessary operational support on difficult and challenging cases.

i)      it be noted that it is hoped that the recommended service could continue to be staffed using volunteers from within the EH Team.  However, there remained a high risk that contract conditions may need to be applied to adequately staff this option.