If you phone our support line
If you phone our Support line, we will take your name, address and contact details and enough information about your circumstances to help us help you. If you are calling about or on behalf of someone else, then we will ask you for the same information for that person. Depending on what your needs are, we may pass your call on to other specialist officers within the Council who can help you, this may include the teams who process crisis grants and grants for those who are self-isolating who may be eligible for financial assistance from the Scottish Welfare Fund. We may also sign post you to other organisations and agencies who are better placed to help you with your specific need. .
If you are self-isolating as advised by Test & Protect
If you’ve been identified by the NHS as someone who requires to self-isolate, and you agree to a follow up call from your local authority we will make contact with you using the contact number provided. The NHS will share a list with Aberdeen City Council of everyone who is required to self-isolate under the Test & Protect scheme, and who has requested a follow up call from us to check on their support needs. The information shared with us is your name, date of birth, address, and contact details. We do not receive or have access to any of your medical records.
Depending on what your needs are, we may pass your call on to other specialist officers within the Council who can help you, this may include the teams who crisis grants and grants for those who are self-isolating who may be eligible for financial assistance from the Scottish Welfare Fund. We may also sign post you to other organisations and agencies who are better placed to help you with your specific need.
If we are unable to get in touch with you via telephone, we may try to contact you at your home address to check you are OK and find out if you need any support. If you are a household with school children we will ask you if you’re happy for us to pass your details to your child’s school so they can assist with any educational support.
In the event that we have a large volume of people who are self-isolating to we will prioritise phoning people who fall within the shielding group, households with children, and people over the age of 70.
If you’ve been identified by the NHS as someone who requires to self-isolate, and you do not need any support, you can choose to let us know when we contact you if you do not want us to contact you again.
If you have been advised by the NHS to shield
If you’ve been identified by the NHS as someone who requires shielding, we will call you. The NHS has shared a list with Aberdeen City Council of everyone they have identified who requires shielding. The information shared with us is your name, address, contact details (in some cases) and your CHI number (this an NHS reference number). We do not receive or have access to any of your medical records.
Where the NHS hasn’t provided us with a contact telephone number for you, or if it is not up to date, we will check Council records to see if we have a telephone number for you, so we can contact you. If we update your contact details in this way, we will also share this information with the NHS because it is very important that they are also able to contact you easily at this time if they need to.
If we are unable to contact you by phone, we will try and contact you by post or we will visit you at your address to check if you require any support or assistance.
Depending on what your needs are, we may pass your call on to other specialist officers within the Council who can help you, this may include the teams who crisis grants and grants for those who are self-isolating who may be eligible for financial assistance from the Scottish Welfare Fund. We may also sign post you to other organisations and agencies who are better placed to help you with your specific need.
If you’ve been identified by the NHS as someone who requires shielding, and you do not need any support, you can choose to let us know when we contact you if you do not want us to contact you again.
Coordinating support for people who call our support line, are shielding or who are self-isolating as advised by Test & Protect – how we use and share your information
Community Food Initiatives North East (CFINE) are coordinating the help for people who are in food crisis in the Aberdeen City area. If you are in food crisis then we will share your name, address and contact details, together with any information about your specific needs (for example, if you need baby formula) and dietary requirements with CFINE so they can arrange for food to be delivered to your address.
North East Riders Volunteer Service (NERVS) are coordinating deliveries for people who are unable to get any support to access their prescriptions. If you have made a call to us and have no other support to get your prescription then we will share your name, address and contact details, together with any information about your specific needs to ensure safe and secure handover of your prescription from the pharmacy to the delivery driver and to your door (for example, if you have hearing issues, have poor mobility). Please note: this is not an emergency delivery service, deliveries will be provided within pharmacy opening times and will generally be delivered within 24 hours of the request being made.
We are working with a range of partners to make sure people affected by Covid-19 receive the help and support they need so may also make referrals on your behalf to other agencies and partners, depending on what other support needs you may have, if you’re happy for us to do so. The person who speak to you will explain this to you. We may also receive referrals from other agencies and partners.
We will keep records of the contact we have with you and any help or support that you are provided with. We will use your information to provide you with the support you need, and to plan and manage our response.
How will we manage your data?
We are using our existing customer system to help us manage our support calls and our outbound calls to residents who are self-isolating.
How long will we keep your data?
When we wind down our crisis and shielding, and self-isolating support response service, we will review these records and follow national guidance as to how long these records should be kept.
Your Rights
You have rights in relation to your data, including the right to ask for a copy of it. See more information about the rights you have, as well as the contact details for the Council’s Data Protection Officer. You also have the right to make a complaint to the Information Commissioner's Office if you think we haven’t handled your data properly.
Our Legal Basis
Aberdeen City Council is the Data Controller for this data. Wherever we process personal data we have to have a legal basis in data protection law and tell you what it is. The Council’s legal basis for this processing is that it is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the Council. Where this processing includes special category data the Council’s legal basis is that the processing is necessary for the provision of health or social care treatment, and otherwise for reasons of substantial public interest.