I’m tier 2 so employed by NHS and payed per shift. Tier 3 I believe are employed by private contractors, the interview Herman posted was tier 3 I suspect.Essentially cases will get escalated depending on all sorts of factors, eg have there been contacts in a care setting. As cases become more complex they are escalated from tier 3 up to 2 and from 2 to 1. When you log on there may be a case waiting there for you to follow up, the full interview can take up to an hour, if the person wants you to ring back at a later time you could follow that up but if it’s after your shift has finished it will be reallocated. The script you follow and the guidance is updated very regularly and the training materials are pretty good now.