1. What is NT24?
NT24 is a program available to guide injured workers through the decision-making process at the onset of an injury. With NT24, you and your employees will have access to a toll-free number to speak directly to a Registered Nurse (RN) 24 hours a day, 7 days a week, 365 days a year. For non-emergency situations, the nurse speaks directly with the injured worker to assess the injury and recommend the most appropriate level of care.
2. During what hours is this service available?
NT24 allows injured employees to speak with a registered nurse 24/7/365.
3. What languages are available?
30% of NT24 nurses speak Spanish. We also offer a complimentary language line with over 350 dialects that can be accessed anytime.
4. What document will I receive after a call to NT24?
A Point of Injury (POI) report is emailed to the designated recipient on all NT24 calls. The Point of Injury (POI) report is a detailed summary that includes the transaction id, the injured workers’ contact and employment information, details of when the call took place, injury description, provider information, nurse’s disposition, reason for the call, and self-care advice.
5. Is there a cost for this program?
There is no cost to you to utilize this value-added service.
6. What do NT24 nurses provide?
The NT24 nurse provides injured workers a recommendation for the appropriate level of care to ensure the earliest intervention possible for return-to-work initiatives. This professional nurse triage service provides answers based on Nurse Triage Clinical Guidelines. Depending on the injured worker’s response, the nurse will guide them to an appropriate level of care for their medical issues and injury assessment. For medical treatment dispositions the nurse has access to Selective’s network provider listings and can recommend or direct care, where allowed by law, to an in-network provider.
7. How experienced are NT24 registered nurses?
The NT24 service is staffed by experienced, registered nurses with an average of 22 years of clinical experience and a minimum of three years recent experience in an acute care setting. NT24 nurses are required to complete additional telephonic nurse triage training that is specific to workplace injuries.
8. How long will the call take with the NT24 nurse?
Each call is unique to the situation. While the average call time is 20 minutes, it may take longer if the nurse needs to provide health care education or if the employee has additional questions/requests. While our nurses are trained in the management of the call process, their priority is the safety of the injured employee, and to ensure the employee fully understands the recommended treatment and/or self-care instructions.
9. Who should talk to the nurse?
The nurse should speak to the manager and injured worker at the onset of the call if both are available. In private, the nurse will ask the employee personal, medically-directed questions, including past medical history, current medical conditions and medication, allergies, and their symptoms. If available, the nurse will also ask to speak with the manager to review the assessment and recommended treatment.
10. Do the nurses know which states they can direct care in and which states they cannot?
Yes – the nurses are aware of states that are panel card states, direction of care states, “soft channeling” states, and which states we cannot offer provider information, unless asked specifically.
11. Should an employee still call the NT24 toll-free number if they have sustained a serious injury?
This service is designed to assist with injuries that are not life, limb, or eyesight threatening. If the employee has a serious injury that requires emergency medical services, they should call 911.