What is new? – The role of close-out check

Enhancements to the Close Call System will bring in simple additional steps to feedback to reporters who raise Close Calls to highlight unsafe acts or unsafe conditions across Network Rail. Reporters are telling us they are not receiving feedbacks on their Close Calls.

As part of the enhancements of the Close Call System, the business have taken key steps to make sure feedbacks are included with every Close Calls closed out, so reporters can see their feedback and action(s) carried out to their Close Call.

  • Close-out check (previously known as Assurance Manager) will be placed under various parts of the Close Call hierarchy across the business, which is designed to cover the part of business the role is responsible for. (i.e. Western route would have Close-out check on top level of hierarchy to check all Western route Close Calls)
  • The role of close-out check is focused on checking that feedback have been applied under the field, ‘RM Action Required’ which is located under ‘Responsible Manager Detail’ to ensure there are feedback provided.
  • Close-out checker will receive email notifications for every Close Call put forward for closure by Responsible Managers, and they will also be able to see all Close Calls pending closure on the Close Call System Start Center portlet under ‘Assurance Manager’ tab.
  • Close-out check should click on the Close Call pending their close-out/approval and when the Close Call page opens, they must scroll down the page down to ‘Responsible Manager Detail’ located on the bottom half of the Close Call, and click on the tab to open and view the ‘RM – Action Required’ field to view the feedback entered.
  • A good feedback would outline and explain the action(s) taken by the Responsible Manager to remove the risk highlighted in the Close Call. The feedback would be simple and not too lengthy.
  • If the Close Call has been resolved and risk removed – it should be provided in simple and constructive details. Examples of ‘done’, ‘N/A’ or ‘NOT A CLOSE CALL’ all are not considered as appropriate feedbacks.
  • If the Responsible Managers are responding to Close Calls which are not considered as Close Call, but more appropriate as fault or incident, they are encouraged to outline this to the reporters as part of learning.
  • Once you are happy and adequate with the level of feedback provided, you are then reminded to process the close call for closure. You can do this by clicking on green arrow envelope on top right which will pop up confirming you to select Close the Close Call.
  • The ‘RM – Action Required’ field has been made mandatory – Close Calls closed out without at least 5 characters entered in the field, will not proceed to be closed out. The system will prevent users from closing out Close Calls that way. Whilst this is an additional step applied to prompt feedback – this does not prevent users from putting in uninformed feedback.

Under Close Call page on Safety Central – there are 6 brief videos to guide users through various steps in Close Call Process – Close-out Check should view Video 6 – which will guide them through screen recording of the actual Close Call System with narratives.

There will be series of Tele-Conference throughout December to support Responsible Managers and Close-out check with queries related to the enhanced Close Call System. Please check Safety Central page for schedules which will be added regularly.

For any further queries, please contact your route/function Close Call Coordinator or Super User