Capita's approach to COVID-19 - Guidance for colleagues - Version 3.2
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Capita’s approach to COVID-19
Guidance for colleagues
Version 3.2
To view the latest revisions, please click here.
Capita plc www.capita.comCapita’s approach to COVID-19
Guidance for colleagues
Capita’s COVID-19 guidance for colleagues
Capita’s priority is to protect the welfare of all colleagues, our clients and societies in which we operate.
This guidance is in place to keep us all safe. It contains information on all aspects of our approach to the
pandemic, including clear signposting to further resources and assistance. We all have a responsibility to
read and stay up to date with this guidance and line managers must ensure their teams understand how
it applies. All colleagues must comply with these instructions and failure to do so may result in
disciplinary action.
You can easily navigate this guidance using the clickable table of contents below – and remember that
you can always find our latest COVID-19 communications on our dedicated colleague website.
Contents
1 Introduction .....................................................................................................................................1
Capita’s approach ....................................................................................................................1
Capita’s pandemic framework .................................................................................................2
2 What you need to know about COVID-19.......................................................................................3
COVID-19 and it’s symptoms...................................................................................................3
What is COVID-19? ............................................................................................................3
Capita COVID-19 symptom list .........................................................................................3
What to do if you have symptoms ...................................................................................4
Self-isolation and quarantine ...........................................................................................5
If you are unwell while at work .........................................................................................5
COVID-19 vaccinations .....................................................................................................6
Reporting: who to tell, when and how ....................................................................................7
Should I get tested? .................................................................................................................8
Types of testing .................................................................................................................8
Test results ........................................................................................................................8
Close contacts, households and contact tracing ..................................................................9
Households...................................................................................................................... 10
Capita’s approach to contact tracing............................................................................. 11
NHS Track and Trace ...................................................................................................... 11
3 Protecting yourself and those around you .................................................................................. 13
Personal safety and hygiene ................................................................................................. 13
Social distancing ............................................................................................................. 13
Wellbeing ................................................................................................................................ 13
Personal travel & holidays ..................................................................................................... 14
Increased risk individuals...................................................................................................... 14
Capita plc
Confidential. For internal use onlyCapita’s approach to COVID-19
Guidance for colleagues
Pregnancy ........................................................................................................................ 15
Black, Asian and Minority Ethnic groups ...................................................................... 15
Flu vaccinations .............................................................................................................. 15
4 Working safely during COVID-19.................................................................................................. 16
Working from home ............................................................................................................... 16
Home working safety ...................................................................................................... 16
IT for remote working ...................................................................................................... 16
Capita COVID-19 Secure Workplaces ................................................................................... 17
Enhanced cleaning.......................................................................................................... 18
Social distancing at work ...................................................................................................... 18
Social distancing reporting ............................................................................................ 19
Face coverings ....................................................................................................................... 19
Field workers .......................................................................................................................... 20
Personal Protective Equipment (PPE) ........................................................................... 20
Visitors, meetings and events ............................................................................................... 21
Meetings .......................................................................................................................... 21
Events .............................................................................................................................. 21
Business travel ....................................................................................................................... 22
Domestic Travel .............................................................................................................. 22
International travel .......................................................................................................... 22
Using public transport .................................................................................................... 22
Working from a client site...................................................................................................... 22
5 Further resources.......................................................................................................................... 24
Glossary of common terms ................................................................................................... 24
Scenarios ................................................................................................................................ 24
Scenarios: individuals .................................................................................................... 24
Scenarios: colleagues .................................................................................................... 26
Scenarios: household contacts ..................................................................................... 27
Scenarios: travel ............................................................................................................. 29
6 More information to help you ....................................................................................................... 30
Useful links ............................................................................................................................. 30
Capita’s Pandemic Planning Teams ..................................................................................... 30
Latest guidance updates ....................................................................................................... 32
Capita plc
Confidential. For internal use only1 Introduction
This document contains information on Capita's policies relating to Covid-19, covering three key areas:
✓ What you need to know about COVID-19
✓ Protecting yourself and those around you
✓ Working safely during COVID-19
It also includes a glossary, scenarios, useful links, contacts and signposts to further resources and
assistance where needed. You can find a list of the latest guidance updates at the end of this document.
This guidance applies to colleagues who work for Capita across all Divisions, Functions, Business Units
and locations globally. For the purpose of this guidance, colleagues include all employees (full and part-
time), temporary workers, third party contractors and agency workers.
If you have any individual questions or concerns, you should speak to your line manager first and then to
your Divisional Pandemic Planning Lead. If you require further support, our COVID-19 Support team are
here to help. A list of contacts for the Group Pandemic Planning Team, as well as your Divisional and
Functional Pandemic Planning Leads and HR focal points at included the end of this document.
Capita’s approach
First and foremost, Capita’s COVID-19 guidance is in place to protect our colleagues. Our Group
Pandemic Planning Team (PPT) is led by Chief Transformation Officer Garry Dryburgh and meets
regularly, bringing together experts from across our business to respond to the evolving situation and
shape this colleague guidance.
Capita’s approach is informed by international government guidance, as well as global health advice and
information. Our approach is based on UK guidance (including from the UK’s Department of Health,
NHS, Scientific Advisory Group for Emergencies and Foreign and Commonwealth Office) along with
guidance from the Centres for Disease Control and Prevention (CDC) in the US, the European Centre
for Disease prevention and Control (ECDC), the World Health Organisation (WHO) - and on guidance
from other leading international guidance providers. As we have done throughout the pandemic, we will
continue to develop our guidance in line with this evolving information and advice from around the world.
Our guidance is intentionally more stringent in certain areas, which we believe is an essential
extra precaution in protecting our workforce and stopping the spread of Covid-19. Where this is
the case, this is explained in the relevant section of the guidance. In particular, there are two main areas
where our guidance differs from the UK’s NHS advice:
1. The list of the most common Covid-19 symptoms that we require colleagues to be aware of is
longer than that produced by the NHS. Our approach here is exactly in line with the UK
Government’s Scientific Advisory Group for Emergencies (SAGE) guidance on COVID-19
symptoms. Each of the symptoms included in the Capita symptom list is supported by clear
medical and scientific evidence, which recognises a broader set of symptoms than those
currently listed by the NHS.
2. Our approach to the interpretation of negative test results is more cautious than the approach
taken by the NHS. This is based on scientific evidence which shows that testing too early in the
course of an infection is likely to result in a false negative test result. The Capita approach is
exactly in line with the UK Government’s Scientific Advisory Group for Emergencies (SAGE)
advice and will be updated as community testing becomes more accurate.
Capita plc
Confidential. For internal use only 1This guidance applies across Capita - all divisions and functions must meet these standards as a
minimum. Each division and function has a dedicated Pandemic Planning Lead, who ensures their
operations are prepared - and additional measures may be implemented in line with Business Continuity
Plans.
Capita teams across the world are required to comply with this as a minimum requirement. When in-
country legislation, local healthcare guidance and/or country-specific government issued guidance
exceed Capita’s requirements, the more stringent requirements must be complied with.
Capita’s pandemic framework
As we navigate the pandemic, Capita’s approach will continue to be careful, measured and put the
safety of people first. While it’s very difficult to predict how things will develop, the ‘Capita Pandemic
Framework’ outlines the five phases that will guide us.
Moving through the phases will be dependent on the external situation – including the latest government
guidance and scientific advice. We will communicate with colleagues throughout, continuing to update
this guidance and share information on the factors that are impacting our decisions.
As we continue to monitor evolving medical and government advice from around the world, we now
expect to remain in the ‘reimagine’ phase - with most of us working from home - until the end of Q2 at
the earliest.
Capita plc
Confidential. For internal use only 22 What you need to know about COVID-19
On the 11 March 2020, the World Health Organization (WHO) declared the outbreak of COVID-19 a
pandemic, signifying that COVID-19 had spread worldwide. This section contains all you need to know
about the virus, it’s symptoms and what you need to do if you become unwell.
COVID-19 and it’s symptoms
What is COVID-19?
COVID-19 is a new illness that can affect your lungs, airways and many other organs in the body. This
illness is caused by a new type of coronavirus called SARS-CoV-2. Our understanding of this new
coronavirus is growing rapidly, and we already know that immunity to the virus (the way an infected
person’s body responds to infection with the virus) varies a lot between different people, and that some
people can be infected more than once.
How it spreads: COVID-19 spreads from person to person through small droplets (for example when
someone who is infected coughs or sneezes), aerosols and through direct physical contact. Surfaces
and belongings can also be contaminated when people with the infection cough or sneeze or touch
them. The risk of spread is greatest when people are close to each other, especially in poorly ventilated
indoor spaces and when people spend a lot of time together in the same room.
Incubation period: The incubation period – the delay between an individual becoming infected and
developing symptoms – is up to 14 days however in most people infected with SARS-CoV-2 who
develop symptoms, those symptoms will develop within 10 days of being infected. Although our
understanding is still developing, it is possible that up to 50% of people may be infected and not develop
any symptoms. These people are described as having an asymptomatic infection.
Viral reinfection: some people can be infected more than once. Even if you have previously had
COVID-19, if you get symptoms again you must self-isolate immediately and ask for a test. You must
self-isolate again even if you've had a positive or negative test result for COVID-19 before.
Long COVID: For some people, COVID-19 is a long-term illness. ‘Long-COVID’ describes the symptoms
that some people develop weeks or months after they have first been infected. People may also develop
Long-COVID after an initial asymptomatic infection. Our understanding of Long-COVID is developing
rapidly, but it is already clear that many symptoms are involved - including very severe tiredness.
Capita COVID-19 symptom list
For most people, COVID-19 will be a mild infection and people who are infected may not have symptoms
at all. These people without symptoms can still spread the virus to others.
Capita requires colleagues to be aware of recent onset of any of the following symptoms of COVID-19:
• high temperature. This means you feel hot to touch on your chest or back (you do not need to
measure your temperature)
• new continuous cough. This means coughing a lot for more than an hour, or 3 or more coughing
episodes in 24 hours (if you usually have a cough, it may be worse than usual)
• loss of smell or taste. This means you’ve noticed you cannot smell or taste anything, or things
smell or taste different to normal
• nausea, vomiting, or diarrhoea
• shortness of breath or difficulty breathing
• sore throat
• headache
Capita plc
Confidential. For internal use only 3• nasal congestion or runny nose
• tiredness
• aches and pains
Please be aware that the above list of the most common COVID-19 symptoms that we require
colleagues to be aware of is intentionally more stringent than that of the UK’s NHS. The Capita list of
symptoms is exactly in line with the UK Government’s Scientific Advisory Group for Emergencies
(SAGE) guidance on COVID-19 symptoms, along with other international health organisations. Each of
the symptoms included in the Capita symptom list is supported by clear medical and scientific evidence,
which recognises a broader set of symptoms than those currently listed by the NHS.
Colleagues with children should be aware that paediatricians suggest fatigue and gastrointestinal
symptoms might be more common in children. You should also be aware that some people with COVID-
19 may not have symptoms at all (asymptomatic infection), but these people can still spread the virus to
others.
What to do if you have symptoms
Anyone who has one or more symptoms must stay at home and not come to the workplace. You
must not go to any Capita office, field environment or client site if you have any symptoms or have tested
positive for COVID-19. If you think you might have COVID-19 do not go to a doctor’s surgery, pharmacy
or hospital.
If you have any of the symptoms on Capita’s COVID-19 symptom list, you must stay at home and self-
isolate for 10 days. Your self-isolation period includes the day your symptoms started (and the next 10
full days. You can only return to the workplace if you:
• have not had a fever for at least 24 hours (without the use of medicine to reduce fever)
• your other symptoms have improved and
• it has been at least 10 full days after the day that your symptoms first started.
Please note, you do not need to contact your local care provider to tell them you're staying at home. But
if you become more unwell while you are at home, you should contact your local primary care provider
(in the UK, this is NHS 111). If your symptoms are very severe, you should call the emergency services
(in the UK, this is 999).
During this time, it is very important that colleagues are vigilant about their health. This is an essential
extra precaution in protecting our workforce and stopping the spread of COVID-19. The only exception
to the above self-isolation requirement is if you are experiencing any of the below symptoms that are
‘familiar’ to you. This means that you have regularly experienced exactly the same symptoms before, in
exactly the same way as you are experiencing them on this occasion and your symptoms are responding
to your usual medication. In this case, you should stay at home and self-isolate for at least 24 hours
after your symptoms have fully resolved. If you are feeling better and your symptoms have resolved,
you must speak to your line manager before you return to a Capita office or field environment.
• sore throat
• headache
• nasal congestion or runny nose
• tiredness
• aches and pains
Capita plc
Confidential. For internal use only 4The CDC has identified symptoms which are emergency warning signs for COVID-19, which are: trouble
breathing, persistent pain or pressure in the chest, new confusion, bluish lips or face and the inability to
wake or stay awake. If you experience any of these symptoms you should seek emergency medical
attention immediately. You should also call your medical provider for any other symptoms that are
severe or concerning to you.
Scenario: I have woken up with nasal congestion that I believe is caused by my pre-existing allergies. I
have doctor prescribed medication to treat these allergies, and usually take these to alleviate symptoms.
What you should do: As nasal congestion is a symptom of COVID-19, you must stay at home and not come to
work. Because nasal congestion is included in Capita's list of 'familiar' symptoms - and your current nasal
congestion symptoms are familiar to you personally - if you feel better and your symptoms have fully resolved,
you should speak to your manager to discuss returning to work. You may only return to work when you have
been free of your familiar symptoms for at least 24 hours and you are not experiencing any other symptoms.
More scenarios are available in the ‘further resources’ section.
Self-isolation and quarantine
Self-isolation and quarantine are two practices used to protect the public by preventing exposure to
people who have or may have COVID-19. There is a small but important difference between quarantine
and self-isolation that you should be aware of:
• Self-isolation is used to keep a colleague who is or may be infected with the virus away
from others, even in their home. If you have COVID-19 symptoms - or have tested positive
without symptoms, or have been advised by NHS Track & Trace to self-isolate - you must self-
isolate for at least 10 days. Your self-isolation period includes the day your symptoms started (or
the day your test was taken if you do not have symptoms), and the next 10 full days. The self-
isolation period can only end 10 full days after the day your symptoms started, AND if you have
been fever free for 24 hours AND all of your other symptoms have resolved or are improving. For
example, a cough may persist for several weeks in some people, despite the infection having
cleared. A persistent cough alone does not mean you must continue to self-isolate.
• Quarantine is used to keep a colleague who might have been exposed to COVID-19 away
from others. If you have been in close contact with someone suspected of having COVID-19,
you must quarantine for 10 days from the date of close contact and stay away from others. Your
quarantine period includes the day of your close contact and the next 10 full days. After stopping
quarantine, you must still:
• Watch for symptoms until 14 days after exposure.
• If you have symptoms, immediately self-isolate, arrange a test and contact your line manager.
• If the person you came into close contact with is someone you live with, please refer to
Capita’s guidance on households.
If you have questions on how either may impact your pay, please speak to your line manager.
If you are unwell while at work
Should a colleague become unwell while at work and suspect they are infected with COVID-19, they
should immediately:
• ensure they are separated from the rest of the team and notify their line manager
• return home safely (do not take public transport)
• self-isolate and follow Capita guidance on self-isolation
Capita plc
Confidential. For internal use only 5• if a colleague is seriously unwell, please call the emergency services (in the UK, this is 999) and
inform the call-handler of the risk.
If you have symptoms and work in – or have recently visited – one of the below settings, you must notify
your manager and Capita Coronavirus Support immediately.
• a health or care setting, for instance a hospital or care home
• a prison or other secure establishment
• a school for children with special needs
• any setting where there is a risk of a local outbreak
Scenario: One of my colleagues has come to work with COVID-19 symptoms (as listed in Capita’s
guidance)
What you should do: Immediately inform your colleague’s line manager. Your colleague should be sent home
immediately (if necessary, via an isolation room to further reduce risk). Their line manager must quickly
investigate if other colleagues have been in close contact with them and ensure that Capita Guidance has been
strictly followed. As coming to work with COVID-19 symptoms is in breach of Capita’s guidance, the line
manager should also notify HR to discuss if disciplinary action is required.
More scenarios are available in the ‘further resources’ section.
COVID-19 vaccinations
Capita encourages our colleagues to get the vaccine if you are offered it and if it is safe for you to do so.
Everybody’s health is different, so if you have any questions or concerns you should speak to your
doctor – and you should always follow advice from your local government and individual healthcare
provider in relation to receiving a Covid-19 vaccine.
When and where you receive your vaccination will depend on individual factors such as where you live
and your own health circumstances. If you are invited for a vaccination during working hours, you should
follow Capita’s usual policy relating to time off for medical appointments –more information on this in
available in Capita’s leave procedure on the People Hub.
After vaccination, it is common to experience some mild side effects including symptoms like fever,
headache, tiredness, muscle pain, pain at the injection site and nausea. Loss of sense of taste or smell
is not currently thought to be a side effect of the vaccination. If you develop symptoms within 7 days of a
COVID-19 vaccination you must not go to a Capita office, client site or field location.
If you are worried about your symptoms, please seek medical advice as you would normally. You can
only return to work if you have been fever-free for 24 hours (without the use of medicines to reduce
fever), and all of your other symptoms have improved. If you have symptoms which develop or persist 7
days after a COVID-19 vaccination you must follow Capita COVID-19 guidance. If you do not feel well
enough to work, you should follow Capita’s absence process.
For more information on vaccinations if you are pregnant or breastfeeding, please refer to the UK’s
Royal College of Obstetricians and Gynaecologists.
Please remember that following a vaccination you must continue to follow and work in line with Capita’s
guidance.
•
Capita plc
Confidential. For internal use only 6Scenario: I had my 1st COVID-19 vaccination two days ago. I have woken this morning feeling very well,
except for a sharp pain at the site of the injection.
What you should do: This is a common side effect with COVID-19 vaccinations and is usually short-lived. You
can only return to work if you have been fever-free for 24 hours (without the use of medicines to reduce fever),
and your injection site pain has improved.
More scenarios are available in the ‘further resources’ section.
Reporting: who to tell, when and how
To ensure that we have a clear picture of the evolving situation at Capita, it is important that colleagues
who are unwell or self-isolating notify us; and that you speak up if there are any concerns about how our
guidance is being followed.
If you have symptoms: If you have any symptoms of COVID-19, you must not come to the workplace
and should advise your manager as soon as possible. If you can work from home, you may continue to
do so providing you feel well enough to work. If you normally work in a Capita or client office, or in the
field, you must self-isolate and follow Capita guidance on self-isolation.
If you think a colleague is unwell: If you think a colleague is unwell at work, then you should
immediately inform their manager who will need to undertake contact tracing.
• They should be isolated from the rest of the team, using a separate room if available.
• Call for medical assistance if necessary (in the UK by calling 111 / 999 as appropriate).
• They should return home using an appropriate mode of transport – ideally collected by a member
of their household. They must not use public transport.
If you think precautions / controls are not working: If colleagues have any concerns around social
distancing in our offices, they must speak up. If you believe that COVID-19 controls or precautions are
not working (for example you observe a breach of social distancing rules) you should report the breach
to your local SHE lead. Our Hazard Reporting App now also allows colleagues to provide direct feedback
on the social distancing measures in place in our offices, including on safety, hygiene and PPE.
If a member of your team is self-isolating or tests positive for COVID-19: we ask that colleagues
report to us if they are self-isolating or suspect they may be infected with or test positive for COVID-19.
This information will be used to help us to prepare and protect our colleagues, for example by providing
anonymised management information and trend analysis for business continuity planning; and informing
advice and preventative measures for other colleagues.
If a member of your team is unwell or self-isolating (this could be notified by themselves or a
relative/friend if they are ill), you should ask for consent and then complete the COVID-19 Incident
Reporting Form.
If there are confirmed cases of COVID-19 in your office: Offices in England must call their local
health protection team (HPT) in the following circumstances:
• When there are more than five colleagues who test positive for COVID-19 within 14 days from
the same office
• You’ve taken action but are still seeing more cases
• You’re thinking you might need to close because of the number of people affected
• Somebody in your workplace has been admitted to hospital
• You’re getting significant interest from local media
Capita plc
Confidential. For internal use only 7If this applies to your workplace, the operations leader for the business unit should inform their local PHE
HPT and must also contact their Divisional Pandemic Planning Lead for help and advice. The Divisional
PPL must then notify the Coronavirus Support Team. Colleagues in other countries must also
immediately inform their Divisional Pandemic Planning Lead and follow local government guidance.
Please remember that all media requests should be sent directly to media@capita.co.uk
Should I get tested?
Colleagues in the UK should follow the latest government guidance on coronavirus testing, including who
is eligible for a test, how to get tested and the different types of test available. Capita teams based
outside the UK should follow their local government guidance.
As around 1 in 3 people with COVID-19 do not have symptoms, rapid, regular testing for people without
symptoms can be a useful additional tool for detecting some of these hidden cases and tackling the
virus. Where specific Capita business units have introduced testing for this purpose, colleagues should
follow instructions from their business and line manager. It is important to note that studies have shown
that this type of testing does miss a substantial proportion of asymptomatic cases – so having a
negative test result does not necessarily mean that you do not have Covid-19. It is therefore critical
that all colleagues always follow Capita’s guidance and comply with social distancing and safety
measures.
If you or a close contact have symptoms but are not able to be tested, you should follow Capita’s
guidance on self-isolation.
Types of testing
Colleagues should be aware that there are two main ways of testing for COVID-19:
1. To test for SARS-CoV-2, the virus which causes COVID-19.
There are two types of test for the virus:
• Polymerase Chain Reaction (PCR) Test – useful for confirming a suspected case of
coronavirus, where the person is showing symptoms and is already self-isolating.
• Lateral Flow Test (LFT) - these detect proteins (antigens) that are present when a person
has COVID-19 and are useful for finding out if a person is infectious now, and able to
transmit the virus to others.
2. To test for antibodies produced to try and fight the infection
Please note that Capita’s guidance on COVID-19 tests and test result interpretation relates to tests for
the virus and not tests for the antibodies.
Test results
If you had a test because you had symptoms, you and anyone you live with must stay at home until you
get your result. If you have been tested for COVID-19, you should do the following on receiving your
result:
Positive test results:
If you have symptoms and have had a positive test result (either a PCR or LFT), you can only return to
the workplace if:
• You have not had fever for 24 hours (without the use of medicine to reduce fever) AND
• Your other symptoms have improved AND
• At least 10 full days after the day your symptoms started
Capita plc
Confidential. For internal use only 8If you have no symptoms and have had a positive PCR test result, you can only return to the workplace
if:
• At least 10 full days after the date of your first positive test AND
• You continue to have no symptoms since the test.
If you have no symptoms and have had a positive LFT test result, you can only return to the workplace if:
• You then take a PCR test and have a negative test result OR
• At least 10 full days after the date of your first positive test AND
• You continue to have no symptoms since the test.
Remember that colleagues in England are required by law to self-isolate if they test positive or are
contacted by NHS Test and Trace.
Scenario: I have symptoms of COVID-19 and have tested positive
What you should do: You must self-isolate for 10 days from date of onset of symptoms. Your self-isolation
period includes the day your symptoms started and the next 10 full days. You must notify your line
manager and can only return to work if you have not had a fever for 24 hours without the use of medicine to
reduce fever, your other symptoms have improved and at least 10 days have passed since your symptoms first
started.
More scenarios are available in the ‘further resources’ section.
Negative test results:
If you have any symptoms included on Capita’s COVID-19 symptom list and have had a negative test
result, you can only return to the workplace if:
• You have not had fever for 24 hours (without the use of medicine to reduce fever) AND
• Your other symptoms have improved AND
• At least 10 full days have passed after the day your symptoms started.
Remember that a negative test result does not always mean that you are fit to return to work. You should
discuss return to work plans with your manager before returning to any Capita office or field
environment.
Please be aware that our approach to the interpretation of results is more cautious than the approach
taken by the NHS. The Capita approach is exactly in line with the UK Government’s Scientific Advisory
Group for Emergencies (SAGE) advice and will be updated as community testing becomes more
accurate.
Close contacts, households and contact tracing
People in close contact with someone who is infected with COVID-19 are at higher risk of becoming
infected themselves, and of potentially further infecting others. Closely watching those who have had
close contact after exposure to an infected person will help protect them and prevent further
transmission of the virus.
Colleagues should be aware that a ‘close contact’ includes someone in the same household as you. For
more information please refer to guidance from the European Centre for Disease Prevention and Control
and from the UK Government, which define a close contact of a COVID-19 case is any person:
Capita plc
Confidential. For internal use only 9• who lives in the same household as another person who has COVID-19 symptoms or has tested
positive for COVID-19
• who had face-to-face contact with a COVID-19 case within two metres for more than 15 minutes
or within 1 metre for any length of time
• who has been within 1 metre for 1 minute or longer without face-to-face contact
• who has been within 2 metres of a COVID-19 case on one or more occasions during a single day
for at least 15 minutes in total (when all times are added up together)
• who had physical contact with a COVID-19 case
• who had unprotected direct contact with infections secretions of a COVID-19 case (for example
by being coughed on)
• who was in a closed environment (household, classroom, meeting room etc) with a COVID-19
case for more than 15 minutes
• who was in an airplane within two seats of a COVID-19 case
• who was providing care to a COVID-19 case
• who has travelled in a small vehicle with a COVID-19 case
Several international healthcare authorities now recognise that personal protective equipment (PPE)
may not prevent against the spread of COVID-19 in all circumstances. As such, contact tracing will not
consider the wearing of PPE as a mitigation when assessing whether a recent contact is likely to have
risked transmitting the virus in the following circumstances:
• if the person you had close contact with tests positive for COVID-19 OR
• if your close contact was in a COVID-19 secure workplace with someone who has COVID-19
symptoms (regardless of whether their COVID-19 test was positive or negative)
If you have had close contact with someone who may have COVID-19, you must:
• Quarantine at home for 10 days if you do not develop symptoms Your quarantine period includes
the last day of your close contact and the next 10 full days. If you. develop symptoms, you must
self-isolate and follow Capita guidance (even if you have self-isolated or been tested for COVID-
19 in the past).
If you have been identified as a close contact but have no symptoms, you must continue to quarantine
for 10days from the day you last came into close contact with the person who may have COVID-19,
even if you have one or more negative COVID-19 test result(s). Your quarantine period includes the
last day of your close contact and the next 10 full days.
Households
If someone you live with – and have had close contact with - develops one or more symptoms of COVID-
19, you must stay at home and not come to the workplace.
You must quarantine during their illness and then for 10 days, from either the last day you had close
contact with them OR the last day of their illness. Please remember:
• Your quarantine period includes the last day of your close contact or the last day of their illness
and the next 10 full days.
• The last day of their illness must be at least 10 full days after the day their symptoms started
AND when all their symptoms have improved AND when they have been free from fever for at
least 24 hours, without the use of any medicines.
• If you develop symptoms during the quarantine period please seek medical help as necessary,
follow Capita guidance and inform your manager.
Capita plc
Confidential. For internal use only 10If someone you live with is experiencing any symptoms that are ‘familiar’ to them (as described in the
earlier section of this guidance ‘what to do if you have symptoms’) you should stay at home and self-
isolate for at least 24 hours after their symptoms have fully resolved. If they are feeling better and their
symptoms have fully resolved, you must speak to your line manager before you return to a Capita office
or field environment.
Please be aware that this guidance is intentionally more stringent than current NHS guidance and is
based on international medical data and international best clinical practice. This is an essential extra
precaution in protecting our workforce and stopping the spread of COVID-19, so we ask that colleagues
are vigilant about their health and that of those they live with.
Scenario: My flatmate, who I am regularly in close contact with, developed a sore throat, runny nose and
a cough 10 days ago. She has now been fever-free for 24 hours and all of her symptoms have improved.
What you should do: You must quarantine while your flatmate is unwell, and then for 10 days from the day your
flatmate recovered. Your quarantine period includes the last day of your flatmate’s illness and the next 10
full days. The last day of your flatmate’s illness is 10 full days after the day her symptoms started AND
when she was fever free for 24 hours without using any medicines AND all her other symptoms have improved.
If you develop symptoms during the quarantine period please seek medical help as necessary, follow Capita
guidance and inform your manager.
More scenarios are available in the ‘further resources’ section.
Capita’s approach to contact tracing
Where a colleague who becomes a confirmed or possible case of COVID-19 has been in a Capita office
within the 48 hours prior to the onset of their illness, Capita will implement contact tracing measures.
This will be done by identifying any other colleagues who have come into close contact with the unwell
colleague.
You will be notified by your line manager if you have been identified as having been in close contact with
an unwell colleague. You should then quarantine for 10 days from the date of contact and follow medical
and Capita guidance if you become unwell. Your quarantine period includes the last day of your close contact
and the next 10 full days.
If you believe you have been in close contact with someone outside of work who has symptoms or tested
positive for COVID-19, please speak to your manager immediately.
Scenario: My colleague has symptoms and tests positive for COVID-19
What you should do: Your colleague’s line manager must investigate if anyone has been in close contact with
the affected colleague – and ensure that all Capita Guidance has been strictly followed. If you are not notified
that you have been in close contact with them, you can continue to attend work but must carefully watch out for
any symptoms beginning. However, if you have been in close contact with your colleague, you must immediately
begin quarantine for 10 days from the date of last contact with the colleague. Your quarantine period includes
the last day of your close contact with your colleague and the next 10 full days.
More scenarios are available in the ‘further resources’ section.
NHS Track and Trace
For colleagues in England and Wales, the NHS COVID-19 app is now available to download for free.
The government is urging anyone aged 16 and over to install the app on to their smartphone.
Capita plc
Confidential. For internal use only 11The NHS ‘Test & Trace’ programme is triggered when an individual has COVID-19 symptoms and has a
positive test result. Colleagues in England are required by law to self-isolate if they test positive or are
contacted by NHS Test and Trace.
Please note that Capita’s approach is intentionally more stringent and will be triggered when any
colleague starts to display symptoms.
Scenario: I am in the UK and have been informed by NHS Track and Trace that I have had close contact
with someone who has tested positive
What you should do: You must immediately quarantine for 10 days from the date of notification. Your
quarantine period includes the date of your notification and the next 10 full days. If symptoms start during
this time, then you should self-isolate for 10 days from the first day symptoms start. Your self-isolation
period includes the day your symptoms started and the next 10 full days. You can only return to work if you
have not had fever for 24 hours without the use of medicine, AND your other symptoms have improved AND at
least 10 full days have passed after the day your symptoms started.
More scenarios are available in the ‘further resources’ section.
Capita plc
Confidential. For internal use only 123 Protecting yourself and those around you
We all have a part to play and need to think not only about how we look after ourselves, but also how our
actions can protect others. This section contains information on the important steps you can take to stay
safe and help stop the spread of the virus.
Personal safety and hygiene
There are small but important steps you must take to protect yourself and those around you. All
colleagues should follow best practice personal hygiene standards, as outlined below.
• Wash your hands regularly with soap and water for at least 20 seconds; or use a hand sanitiser
gel as an alternative. You should maintain this regime and be sure to wash hands (and arms if
necessary) before eating, drinking, smoking, using the telephone, taking medication or inserting
contact lenses
• When you cough or sneeze, do so into disposable tissues and throw them away immediately,
washing your hands afterwards
• Avoid touching your eyes, nose and mouth with unwashed hands
• Avoid close contact with people who are unwell
While in the office, colleagues are encouraged to be proactive in the cleaning of your own desk area, in
addition to the routine cleaning of the offices done by the facilities teams.
The UK government’s ‘Hands, Face, Space’ campaign reminds us of three simple actions we must all do
to keep on protecting each other. These are:
✓ Wash hands - keep washing your hands regularly
✓ Cover face - wear a face covering in enclosed spaces
✓ Make space - stay apart and follow social distancing guidance
Social distancing
Social distancing measures are steps you can take to reduce social interaction between people, which is
a vital precaution to reduce the transmission of COVID-19. They include:
• Stay at home as much as possible
• Limit contact with other people
• Keep your distance if you go out (and wash your hands as soon as you get home)
• Avoid non-essential use of public transport
• Keep in touch with friends and family using technology such as phone, internet and social media
• Use telephone or online services to contact your GP and other essential services.
More information on social distancing at Capita offices can be found in the ‘Working Safely during
COVID-19 section of this guidance.
Wellbeing
The wellbeing of all our colleagues - whether working from home, remotely, in the field or in the office - is
very important. Capita’s Wellbeing Hub has resources to support the physical, mental and social
wellbeing of our employees and it includes access to a financial wellbeing portal. You can also find this
information via the People Hub.
Capita plc
Confidential. For internal use only 13We have also created a Wellbeing Network Yammer Community for you to stay connected, talk and
share your experiences and ideas to support each other. We encourage all colleagues who have access
to Yammer to join this community and take part in the conversations.
There are also learning resources on the Capita Academy that can help you understand how to manage
your mental health and support your colleagues, friends and family at this challenging time.
Personal travel & holidays
Capita’s ban on all international travel does not apply to personal travel – but colleagues must follow
country-specific government guidance in their home country when making plans to travel, including
consideration of quarantine periods.
For colleagues in the UK, this is travel advice from the Foreign & Commonwealth office (FCO). Should
you return from any travel outside of the UK please check the FCO website and follow any required
guidance for that country.
When preparing to travel abroad, colleagues who cannot work from home should remember that if they
choose to travel overseas to a country which has a mandatory quarantine period in place at time of
return, there will be an impact to their pay for the period which they are unable to attend work. If you
have any questions about how this might impact you, please speak to your line manager before
travelling.
And remember, if you return from any travel or holiday with any COVID-19 symptoms you must self-
isolate and follow Capita’s guidance.
Increased risk individuals
It is crucial that we protect colleagues who are at increased risk from COVID-19 infection. Anyone who is
65 or over or who falls into the ‘clinically vulnerable’ or ‘clinically extremely vulnerable’ groups as defined
by the UK Department of Health and NHS should be working from home.
If you are in the ‘clinically extremely vulnerable’ group, you must not come to the workplace. Please
speak to your line manager to discuss your working arrangements.
Colleagues who are at increased risk because they are over 65 or in the ‘clinically vulnerable group’
should also be working from home. However, if you are in this group and wish to work from a Capita
office, client site or the field may only do so through the following process:
• Speak to your line manager to discuss your working arrangements
• Your manager should then download Capita’s Non-Home Working Declaration from the People
Hub and send this to you.
• In order to formally request to work from a Capita office, client site or the field you must sign the
Non-Home Working Declaration to confirm that you have understood Capita’s policy; and
complete a risk assessment for your role with your line manager
• Your line manager must also confirm their approval by reviewing and signing the Non-Home
Working Declaration and risk assessment
• Your line manager should follow the process on the People Hub – including ensuring approval
from your divisional Business Unit Accountable Officer
• If you or your manager requires extra support or information, please contact the Coronavirus
support team
• If you have previously completed a declaration and are currently working in an office or in the
field, you will be asked to reconfirm your wish to work from an office and go through this process
again, including the completion of an individual risk assessment, in line with changes in the
Capita plc
Confidential. For internal use only 14external risk level. While this is being completed, you may continue to work in a Capita office,
client site or the field.
Any colleague who has a concern about their individual circumstances for any reason should speak to
their line manager. Colleagues should remain vigilant and review their decision if the disease prevalence
changes in their area. If you have further health concerns or need additional support, please contact the
Coronavirus Support Team.
Pregnancy
Capita colleagues who are considering becoming pregnant or who are pregnant, including the very the
early stages of their pregnancy, should carefully assess their risk of COVID-19 infection and consider
using the Capita Health and Safety risk assessment process for new and expectant mothers.
For more information on COVID-19 and pregnancy, including on vaccinations if you are pregnant or
breastfeeding, please refer to the UK’s Royal College of Obstetricians and Gynaecologists.
Black, Asian and Minority Ethnic groups
There is increasing evidence that people from Black, Asian and Minority Ethnic (BAME) groups may be
at a higher risk of COVID-19. We continue to pay close attention to developing scientific and government
advice from across the world - this includes evidence and advice around the impact of COVID-19 on
people from different ethnic backgrounds.
NHS England’s COVID-19 Population Risk Assessment combines a number of factors – which include
ethnicity – to estimate the risk of a person catching coronavirus and becoming seriously unwell.
Colleagues in England who have been identified as ‘clinically extremely vulnerable’ group as part of this
process will receive a letter from the NHS and must not come to the workplace.
Any colleague who has a concern about their individual circumstances for any reason – including those
who are in Black, Asian and Minority Ethnic (BAME) groups – can request that an individual risk
assessment is carried out to support you.
Flu vaccinations
Influenza (flu) is a viral infection that predominantly affects the lungs and airways. Although usually a
mild illness, influenza can cause serious illness and rarely death in some people.
Capita does not routinely provide influenza vaccinations for colleagues. However, we do strongly
encourage those at particular risk of severe illness to follow healthcare advice on vaccinations. The NHS
provides an annual vaccination programme, and those based in other countries should follow their local
government guidance.
Capita plc
Confidential. For internal use only 154 Working safely during COVID-19
We have all had to make changes to the way we work in response to COVID-19. Across Capita,
everyone who can work from home will continue to do so – and social distancing, enhanced hygiene and
safety measures are already in place at all open Capita locations to protect our colleagues and manage
the risk of Covid-19. This section contains important information on how to stay safe at work during the
pandemic.
Working from home
All Capita colleagues who can work from home should continue to do so until further notice.
Capita’s New Ways of Working Toolkit includes practical tips, advice and information to make flexible
working a success, now and into the future. Please take the time to read and talk about the toolkit with
your colleagues and agree how you’ll collaborate and support each other. You can also join our Working
Together Apart Yammer Community, which provides a collaborative space for people across Capita to
share experiences and connect when working remotely.
Everything you need to know about safe home working is in our Health, Safety and Wellbeing guidance
document on Home Working During COVID-19, which includes tips for line managers and colleagues.
Further training and tools are available at the Capita Academy Remote Working Hub.
Please note, colleagues cannot claim for homeworking expenses such as heating, electricity and
broadband – or for office consumables such as printer ink and paper. You should continue to follow our
existing procedures and expenses policy.
However, colleagues in the UK may be able to claim tax relief for some of the bills they have to pay
because they have to work at home on a regular basis and should follow government guidance to do
this. Capita teams based outside the UK should follow their local government guidance.
Home working safety
Everyone who is working from home during the COVID-19 pandemic must complete several forms,
including a DSE Self-Assessment, Home Worker Survey, Home Working Risk Assessment and Home
Worker Fire Emergency Action Plan. Our new health and safety platform SHAPE will guide you through
the self-assessment process step-by-step, including instructions on how to order the right equipment you
need to work safely.
It is important that you set up your workstation as best as possible. You should consider the following:
• Good posture
• Regular short breaks, including time to stretch
• Change position regularly
• Drink lots of water
• Set up equipment as best as possible
• Retake online DSE Training if required
If you already have specific Display Screen Equipment (DSE) for working in the office (for example, you
use a specialist chair), please speak to your manager about how your personal DSE equipment can be
made available for use at home. If you are suffering from new DSE issues please also speak to your line
manager.
IT for remote working
Capita’s IT team have increased our capacity to support the increased number of colleagues who are
working remotely, but there is action we can all take to ease the pressure on the system.
Capita plc
Confidential. For internal use only 16• Colleagues who need to access Office 365 (including Outlook, Teams, Sharepoint and Yammer)
may do so using just an internet connection
• You only need to connect via VPN (Global Protect) should you want to access other specific
applications such as Connections, to reset your password, or use Capita Desktop.
• Please help us to ease the pressure on Capita’s systems by only using Global Protect when
needed and disconnect as soon as you have finished
• Colleagues should hold meetings virtually wherever possible via Microsoft Teams, which is
Capita’s only approved application for audio and video conferencing.
Capita IT have set up a temporary free-phone service desk number should you need support during this
time. They can be reached at 0808 169 8800 (this replaces 0330 058 5550) or via Capita IT Support.
Colleagues requiring access to Office 365 can help reduce VPN requirements and speed up Office 365
access:
1. Connect to a VPN in the morning and sign into Outlook, OneDrive, Teams, Yammer and then
disconnect. You will remain connected to them for the rest of the working day.
2. Capita Divisional Information Security Officers have enabled employees to access Office 365
without any connectivity to the Capita network and by using their own device (tablet, laptop,
smartphone). Where this is possible, business units will communicate this to their colleagues
along with the relevant security policies.
When working remotely, colleagues must be mindful of keeping personal data safe and comply with
Capita’s data protection policy.
Cybercriminals are taking advantage of the crisis to commit fraud. You should be alert to this risk and
extra vigilant in maintaining security practices. If you have any further security questions please contact
your individual Divisional Information Security Officer.
Capita COVID-19 Secure Workplaces
Where it is not possible for colleagues to work remotely, we have taken important steps to protect our
colleagues working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are
already in place at all Capita locations that are open to protect our colleagues and manage the risk of
COVID-19.
In line with the government advice, our Capita COVID-19 Secure Workplace Certification process has
been implemented at every office that is open. Once your office has completed these steps, this
certificate will be displayed.
• All open Capita offices must complete a comprehensive risk assessment to identify the
necessary social distancing, hygiene and safety measures required.
• This risk assessment process is flexible - they will be reviewed every two weeks by the site
manager and would need to be completed again in response to any significant changes i.e. local
lockdown
• Control measures that are implemented will vary dependent on the office location and set-up, but
includes consideration of how colleagues should arrive and depart, move around the building and
the adjustments that need to be made to workplaces, workstations and behaviours to enable
social distancing
• Before working from a Capita office, you will be asked to read the completed risk assessment
and confirm that you have understood and will follow the safety measures while you are in the
office
Please note, as an additional control to reduce the potential spread of Covid-19 within our sites the use
of fans (including desktop, free standing and handheld) is not permitted. We are aware that some
Capita plc
Confidential. For internal use only 17You can also read
