24/7 Nurse Care Line

To improve the safety and health of our employees, we provide you with the 24/7 Nurse Care Line–immediate access to a trained medical professional nurse or doctor if you are injured on the job. Available to you 24 hours a day, 7 days a week, the 24/7 Nurse Care Line helps you get the right care at the right time.

Though you may not immediately feel pain, it’s important to report and treat all work-related discomfort and injuries so they don’t worsen overtime. One call does it all, whether you are in the field or in the office. No need to worry about submitting any paperwork–the incident may be reported on the phone.

As soon as you experience a work-related discomfort or injury, call the 24/7 Nurse Care Line at 1-888-449-7787 and notify your supervisor.

You know it’s work-related when your work activity causes or aggravates discomfort, pain or injury and affects your ability to work without pain.

Discomfort is defined as any unpleasant or unusual feeling that lasts for longer than an hour and occurs more frequently than once. Symptoms may include:

  • Soreness
  • Fatigue
  • Stiffness
  • Burning sensation
  • Tingling
  • Aching
  • Numbness
  • Pain
  • Restricted range of motion

Generation employees and those working out of the Concord, Fresno and San Carlos Service Centers should call the CareOnSite Nurse Care Line at 1-877-888-8656.

Process

How it works

If you experience a work-related discomfort or injury, you should call the 24/7 Nurse Care Line at 1-888-449-7787 and notify your supervisor. In life-threatening or emergency situations, you should call 911 and seek emergency care immediately. You or your supervisor can call the 24/7 Nurse Care Line in these events.

  • When you call the 24/7 Nurse Care Line, a WorkCare representative will confirm your contact information and condition, then transfer you to a nurse or physician to assist you.
  • The medical professional will assess your condition and either refer you to a clinic or provide you with self-care recommendations.
  • To ensure you receive proper care, the medical professional may ask you about your medical history, including what medications you are taking. This information is not shared with PG&E, but can be critical in addressing your work-related condition.
  • WorkCare will follow up with you to confirm if your symptoms have gone away or assist you with next steps.
  • Your supervisor, LOB safety lead and you will receive an official incident report email that documents your call. Note: the email will not contain any personal medical information. This information helps your supervisor and LOB safety lead follow up on any self-care recommendations, support your safety and to help us document the injuries to our workforce.

To ensure you are easily able to contact the 24/7 Nurse Care Line when you experience work-related discomfort or injury, wallet cards and posters that include the line's contact information are available. Additionally, a 5-Minute Meeting for Employees is available.

To order the magnets, wallet cards or posters, ask your department's administrative assistant to follow the steps below:

  1. Visit the Ariba catalog
  2. Select RRD as the supplier to order posters, wallet cards and magnets
  3. Search for the item you want to order
  4. Enter the quantity you wish to order and add to the cart

Contact us

24/7 Nurse Care Line: 1-888-449-7787

WorkCare will follow up with you to confirm if your symptoms have gone away or to assist you with next steps.

You and your supervisor will receive an official incident report email that documents your call. Note, the email will not contain any personal medical information.

FREQUENTLY ASKED QUESTIONS

Who is WorkCare?

WorkCare is PG&E’s 24/7 Nurse Care Line administrator. They are an Anaheim, California-based occupational health care company-owned by a team of board-certified occupational health physicians dedicated to keeping employees fit and productive from hire to retire.

Do I have to notify my supervisor before I call the 24/7 Nurse Care Line?

No. We strongly encourage you to notify your supervisor when you experience any work-related discomfort or injury, but you can do this before or after calling the 24/7 Nurse Care Line. The value of notifying your supervisor directly is so that they can do three things:

  • Support you in getting professional medical advice right away
  • Anticipate and help you get any needed work accommodations or modified ergonomic adjustments
  • Provide you with the state-mandated claim form (DWC-1) in a timely manner if you go to the doctor

Who receives a notification about my work-related injury report?

Your supervisor, LOB safety lead and you will receive an official incident report email that documents your call and what care recommendations were made to address your injury. This email will not contain any personal medical information. The incident report helps your supervisor and LOB safety lead support any self-care recommendations, support your safety and to keep track the types of injuries, activities and sources involved so any workplace hazards can be identified and controls put into place to improve the overall safety of the work environment. Your supervisor will maintain this report in a safe, secure and confidential manner.

What does the 24/7 Nurse Care Line share with my supervisor or PG&E?

Your supervisor and LOB safety lead receive an official incident report email that documents your call, which shares information only pertaining to your work-related incident/injury. This information is necessary for the company to be in compliance with OSHA reporting requirements, as well as for the company to track the types of injuries, activities and sources involved so any workplace hazards can be identified and controls put into place to improve the overall safety of the work environment. All other private medical information is kept confidential.

Is what I report to the 24/7 Nurse Care Line confidential?

Any personal medical information or history you provide will not be provided to PG&E. The notification that you, your supervisor and safety representative receive from WorkCare will include incident and injury information, as well as recommendations on how to manage discomfort or injury. This information is necessary for the company to be in compliance with OSHA reporting requirements, as well as for the company to track the types of injuries, activities and sources involved so any workplace hazards can be identified and controls put into place to improve the overall safety of the work environment.

Can I go straight to the emergency room or a clinic without calling?

In life-threatening or emergency situations, you should call 911 and seek emergency care immediately. You or your supervisor can call the 24/7 Nurse Care Line in these events.

Can I call after-hours and on weekends?

Yes, the line is available 24/7 to report your incident and answer or address any concerns related to your workplace injury.

Can I call from home?

Yes, you can call from any location, but be sure to notify your supervisor of all incidents at work.

Why would I want to talk to a medical professional on the telephone, when I can see a doctor in person at the clinic?

The 24/7 Nurse Care Line provides immediate access to a nurse or doctor at the time of your work related discomfort or injury, so you don’t have to travel or spend hours in a waiting room when you may not need to.

Is this service the same as the nurse advice hotline with my health plan?

The two nurse advice lines are similar, but the 24/7 Nurse Care Line is dedicated to answering your questions about work-related incidents. If you have a non-work related issue, call your personal Health Plan Nurse Line:

  • Anthem: 1-866-867-1651
  • Kaiser: 1-866-454-8855

What if I call the 24/7 Nurse Care Line and my condition gets worse later?

Call the 24/7 Nurse Care Line again to provide an update on your condition.

RELATED STEPS, DOCUMENTS AND RESOURCES

Use the 24/7 Nurse Care Line 5-Minute Meeting for Employees during your next tailboard or meeting. See how timely your team is reporting injuries by viewing the monthly 24/7 Nurse Care Line Dashboard (note, you will need network access to view this document).