JourneyMate Call Centre (JCall)

Working Alone or In Isolation – JourneyMate Call Centre (JCall)

A new call centre service has now replaced CaRS.

The new service – JourneyCall (JCall) – is provided by OracleCMS.

JourneyCall (JCall) phone number: 03 8199 7597

The call centre acts as your Responsible Person (RP) 1.

The service is provided 24×7 and all information provided during the call is updated in the JourneyMate App.

You can use a combination of JourneyMate, a Garmin device and Call Centre as required for the same Activity.

FAQ’s

What is JourneyMate Call Centre (JCall) for?

The JourneyMate Call Centre Service:

  • supports you to update your JourneyMate Activities and
  • acts as your Responsible Person 1 when a DEECA staff member is not available

When is JCall available?

JCall is always available 24×7.

How do I contact JCall?

The phone number is 03 8199 7597

What happens if I am Overdue?

When JCall is your Responsible Person (RP1), they will follow up with you if you are overdue for your scheduled Check-in time.

If you cannot be contacted within the Escalation period, JCall will contact your nominated business contact (RP2) and the DEECA State Safety Duty Officer.

What can I do with JCall?

JCall can do all of the JourneyMate steps for your Activities including:

  • Create an Activity
  • Start a Planned Activity
  • Check-in
  • Check-out (end the Activity)
  • Add a note and
  • manage Overdue escalations

What happens when I call JCall?

An operator will answer the call and:

  • ask if you wish to Create a JourneyMate Activity, Check-in, End (Check-out) or Add a note
  • ask for your name
  • continue with questions to complete the JourneyMate update.

What happens with the updates?

JCall manages your JourneyMate Activities on your behalf – and all the updates they make are visible in JourneyMate.

Can I use the JourneyMate website and JCall together?

Yes, you can use any combination of the following to to update a JourneyMate Activity:

  • JourneyMate website
  • JCall – 03 8199 7597
  • call to another DEECA member, stating your Activity ID #
  • Garmin message
  • SMS

Do I need to do anything before I call JCall?

To save time, please:

  •  login to JourneyMate and
  • setup your Profile with your preferences
  • ensure to nominate a second Responsible Person (RP2) as a business contact.
    This is not mandatory – but it will speed up the creation of New Activities when you call JCall on 03 8199 7597.

Can I call JCall to update Activities that someone else is Responsible for?

Yes, JCall can Check-in or Check-out on your behalf for any Activity at any time.

What numbers will contact me so I can add them to my phone contacts?

If the JCall call centre needs to contact you they will do so primarily from 03 8326 7288, and the secondary number is 03 9056 4888. We recommend that you add these numbers to your phone contacts so calls are not mistaken for Spam. 

How do I use a Radio with JCall?

Radio users can call JCall on the same telephone number – 03 8199 7597.  Ensure you include the “03”.

If you are using the RMR network, add “**” to the start.