Debrief Notes 8/3/20 at 7:00 PM
- Some problems went away with new updates
- Can we provide the end date to the contact?
- We can now give the end date but we want to make sure we preface it by saying it can change.
- How long should a contact wait after exposure to get tested for Covid-19?
- MDHHS will get date regarding how many days to wait to get tested
- A 2-1-1 Agent told a volunteer they did not assist with the listed county
- 211 should be state-wide.
- Agent may be not trained properly who said otherwise.
- Can we remove contacts after 3 days when we know the phone is not valid?
- Contacts will be removed after 5 failed daily attempts automatically going forward
- We do not want to remove them before the system does.
- Supervisors have been manually removing people before the system does
- Script is very long
- It is long due to useful information being added.
- We shouldn't be rushing.
- We agree that there is room for adjustment.
- Scripting changes take a long time to implement.
- There was discussion on mentioning covid help team at the start of a call.
- What does an age of 999 mean?
- Counties that do not know the age of a contact will sometimes default to 999
- This has happened from the beginning, but we can now see it and change it.
- If a contact is a minor we can edit the age to reflect that.
- How are we handling "critical infrastructure" contacts
- RC supervisors should remove these prior to the start of the day.
- If you see them, escalate them to supervisor.
- FAQ states otherwise, but we are escalating all "critical infrastructure" contacts
- Assessments are not saving.
- This is sometimes due to user error
- It is possibly a glitch.
- Notes are saved separately and save without assessments.
- CDC guidelines
- They have been updated, and we are talking about if an emergency script change needs to happen, or if we can wait to change it.
- Best Practice
- Add every name for the household into a note for future reference.
- Notes by Ryan K
