Calls are initially answered by an Injury Care Coordinator who will start the report process. The protocol is to answer every call in the order in which they are received. If an injured employee hangs up before speaking with an Injury Care Coordinator, a call back would not be made at that point. After the Injury Care Coordinator starts the report and speaks with the employee, they transfer the injured employee to a Registered Nurse. If there is an unexpectedly-high call volume and the injured employee hangs up before speaking with a Registered Nurse, the Registered Nurse will return the call as soon as possible, typically within a few minutes.