NOTES!!
We wanted to put an emphasis on how important it is to leave an adequate note each time we make a call to a contact. Even if that call is successful or not we note something as small as a VM so the next caller will know how to approach that call.
In the calls we make there is a ton of information given to us in such a short time its up to use after the call or during to make sure we get down the important details of their situation and what's going on so we have a better contact experience the next time we call them. We could approach the second or third call more friendly and outgoing by putting things we learned and noticed during that call. Please leave as much information in your notes as you can!
Information like:
- Symptoms: Fever, headache, loss of smell, chills, cough, shortness of breath so on and so forth.
- Types of test the contact has taken: Nasal Swab test to see if they have COVID19 or antibody test (Blood Test)
- Date of the test
- Emotional state/ Mood
- If there were any tech issues during the call and what those issues were and if it prevented them from completing the call
- If they spoke with someone else rather than the contact (Parent/ Guardian)
- If the contact is quarantined or still working
- The type of work environment/ Place of employment
- Reached out "No Answer" left voicemail earlier
- Mom/Dad Speaks Spanish but son is fluent in both languages the son translated to Mom/Dad
- Whether or not they opted into text
- Voicemail box full
- Requesting resources after call (should use knowledge to look up resources while on call with contact)
- Adult script shows up for minor ask for contacts parent or legal guardian and move forward with the rest of the script.
Volunteers enjoy talking to someone on their last day of monitoring, as the conversations seem mostly positive and uplifting. Positive calls have a positive impact on our volunteers.
There are still numerous issues with householding. To diagnose the issue, many of these must be looked farther into to determine why they are separated or glitched. People are getting multiple calls a day. Families are almost getting un-householded. There should be a system to properly handle these householded families to make sure mistakes are not being made on Traceforce.
We do NOT want to search for anyone left out of a household. This can become a problem for the system. Let the contact receive their separate call.
However, when the tab of other householded people comes up, You can click on them and it doesn't count as searching. There are no problems with clicking on the people who are householded.
Hearing impaired contacts can have a proxy speak for them as long as permission is granted.
You must call the contact regardless of the type of phone, Landline, Mobile, or Unknown. Just because they have a mobile device does not mean they have signed up for texts. Always assume that a call needs to be made.
Make sure to mark the symptoms, even if they haven't tested positive Covid-19. People may be experiencing symptoms of something, but we can not determine if it is complications from COVID-19 or a simple sinus infection. That is for MDHHS to confirm.
The patients symptoms will be monitored. The call is marked "Successful" because we were able to get in touch with a contact, not because the contact is meeting a criteria. It is simply an outcome of a call.
Sign up same day and it may not show up on supervisors list because that schedule is usually already done. You must reach out to the Supervisors. The schedule is done previously. It is not an issue to assign you a supervisor, just reach out and mention you signed up today. Feel free to contact VolunteerManagers@RockConnections.com or any supervisors you know.
The application may have trouble working on older devices. Try using new technology, such as a newer phone, iPad or other electronics that the application will work with.
Issue with phone number on PSA. Should be fixed by either fixing the script or fix the website.
Vols and Supervisors, since Chatter is our primary mode of communication, we need to like the post or comment to let the supervisors know that we are there and making calls, as well as supervisors letting the volunteers know they are here for any concerns. In the future, please at least make it known that you are currently on your shift and feel free to communicate and get to know the people you are working with. We are all in this together!!
Debrief ran and noted by Scott D. Baratono, Volunteer Communications Supervisor.
