Coronavirus (COVID-19): isolate and support data - December 2020

Management information provided by local authorities relating to support to isolate and support for people during the coronavirus pandemic.

Isolate and support data – latest management information covering the period 30 November 2020 – 3 January 2021

The Scottish Government provides local authorities with funding to support those in need during the COVID-19 pandemic and for those who need to isolate after being contacted by Test and Protect.

Monthly management information is now available providing data on:

  • proactive calls made by local authorities to cases or contacts who must isolate after being contacted by Test and Protect (as part of a national policy of support to isolate)
  • inbound contacts made to local authorities via direct local authority lines or the National Assistance Helpline, where people are looking for advice or support
  • support referrals made by local authorities to those in need due to having to isolate as a case or contact, or more generally because they are in need during the pandemic

Not every local authority provides every component of this data. This is based on information from between 28 and all 32 local authorities, depending on the component, and may be subject to revision by the local authorities.

Outbound proactive calls

People who are contacted by Test and Protect as needing to self-isolate can choose to allow their contact details to be shared with their local authority for support to isolate.

Local authorities made 23,222 successful initial calls during this period to ask people whether they needed support and to assess their support needs. Local authorities also made 2,904 successful follow-up calls to people during their isolation period to check whether their needs were being met. 

The initial calls should be made to unique individuals each time. The follow up calls are made to the same set of people as called initially where needed/consented to ensure they are receiving the support they need during self-isolation.

Inbound contacts

The public can also contact their local authority themselves, via telephone, email, contact form etc., to ask for help, advice, and support during COVID-19.

During this period local authorities were contacted 12,972 times with requests for information or support. In addition, there were 2,761 contacts to local authorities relating to Test and Protect, after an individual has been asked to isolate by Test and Protect as a case or contact. 

These contacts may not necessarily be from unique individuals each time.


Out of all proactive contacts made by local authorities, 19,208 (74%) needed no support.

From all contacts (proactive or inbound), 10,076 (24%) required information only. 

When support needs were identified, referrals were made:

  • to the Self-Isolation Support Grant (2,353, 6%)
  • for help and support with food (2,653, 6%)
  • for other financial advice (1,524, 4%)
  • for help with pharmacy deliveries (666, 2%)
  • for support with isolation e.g. befriending support (120, < 1%)
  • 2,026 (28%) of the above referrals were made to the third sector

Overall, from a total of 41,859 of all inbound and proactive contacts, there were 17,392 onward referrals made, including provision of information. Referrals may be made to local authority teams or to partner organisations.

Percentages may add up to more than 100% as more than one kind of support may be provided per contact. 

Further information

The next monthly update will be 9 March 2021. A spreadsheet of the data from 2 November 2020 to 3 January 2021 can be foundin the attachment below.

The data reported are management information based on a range of operational systems. While checks are completed before publication to ensure data robustness, due to the speed of reporting these data are not currently subject to the full range of processes and quality assurance that would be required for Official Statistics.


Coronavirus (COVID-19): isolate and support data - December 2020
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