Thursday, 7/23/2020 1PM Debrief Notes:
People are more inviting to us.
- We have more people picking up the phones and participating. We are speaking to more people in general partially due to the change to the priority of the calls. That means we leave fewer voicemails while giving us more opportunities to have those conversations.
Householding script.
- When a household has been queued to you, we recommend making a new note before the call. Within that note leave a placeholder message (calling now etc.). Also add the household members to the note before you save the note. Instructions on how to do that can be found in the knowledge and FAQ (k1066) Pg. 14
- We also need to remember not to pull up the contacts separately, when the tab opens with everyone in the household, we need to make sure we aren't using those links to open the other households' assessments. The play is to make sure we are leaving great notes and attaching the other household members so the next person can do the right thing.
Frustration around testing.
- We are telling people to get tested. However, testing is limited in most areas. We should direct contacts to the mi.gov/coronavirus website to find options for testing. They may find a site where they can get their tests results faster.
Can we tell them that today is the last day?
- In general, we need to keep that answer ambiguous. The script does say whether it is the last day as does the text. We can tell them that their last day is coming up if it is near the end. But avoid telling them if it sounds like they are fishing for information about who may have been their case.
FAQ needs updating.
- There were some questions about conflicting information in the FAQ specifically about outcomes. One example that was brought up was Voicemail Mismatches. How they should be handled going forward as they are mentioned in two places in the FAQ one saying Wrong Number the other saying we should keep them in the system. Mona Beydoun (trainer) is looking into the correct way to mark these.
- Also, Case Closed/Other needs to be updated to mention positive cases and unverified counties.
- Noted by Lewis T.
