Debrief Notes 8/6/20
- While on an assessment read the email back to the person to confirm you have it correct
- Connect to 211
- Connecting to 211 will ask for zip code
- Warm transfer to 211 will need to put in correct zip code to connect to the correct county/211 representative
- Always try to warm transfer to 211
- 211 transfer is not offered on the last day on monitoring
- This will be looked into/adjusted
- Can always warm transfer to 211 even on last day of monitoring
- Seven regional 211 centers across the state
- Different Zip codes route to different 211 locations
- Working on making connection to 211 easier/simpler
- 211 busy
- Difficulty with the making the transfer because both calls on hold
- Both calls on hold…How do we connect/reconnect to the original call?
- Best contact phone number
- Will update the contact phone number when answering the question "best f
- Double check number
- Household
- Answer no to others for household
- Will call back to speak to others
- The question for Answer for others in the household is not showing up as an option
- Global info tile can be used to manually open assessments for every member of the household
- It is advised to manually open assessments for everyone, start note, add to record, and submit note/assessment for every member in the household
- People do not believe they were in contact with Covid-19
- Let your supervisor know who will then let the MDHHS know so the LHD can follow up
- We want Local Health Department to make calls to people and try to prevent calls into the Local Health Department
- In a case that someone is very upset and needed help right now you can provide the LHD phone number
- Local Health Department
- The Local Health Department clears someone for work, but we have a future date for monitoring
- There can be mistakes with our date and the date of exposure the Local Health Department has
- We will always defer to what the LHD advises for people
- We will continue to monitor even if people return to work
- Let supervisor know
- When someone needs return to work note
- Return to work note can also come from Primary care
- Return to work notes right now come from the Local Health Department
- When someone is asking for a call back
- When there is anything you think they should know or if anything is wrong
- Multiple boxes at the top
- First box is home
- Second box should be your chatter
- Third box is your current assessment/contact
- When calling If a fourth box opens it is called the Global Info Tile with the house should contacts.
- Should not have assessments/tabs open at top that you are not actively working
- Do not close a tab/assessment at the top without submitting an assessment
- Spanish
- Is there a Spanish 211 option
- Glitch with People in Spanish Que that routes them back to English when they are listed as Spanish
- Sending Screen shot to research
- If someone does not speak English
- Is this a good time to talk-Yes
- Is English your primary Language-No
- Is Spanish-Yes
- Mark Call outcome Does not speak English
- Feedback
- Volunteers giving info to supervisors
- Feedback from supervisors seems dismissive and unhelpful
- Supervisors will provide better feedback
- Supervisors have been on phone calls and unable to give feedback to volunteers as fast
- Work towards towards getting first time callers more comfortable for their first shift
- While waiting to hear back from a supervisor for an answer can research Knowledge articles and get most questions answered
- Texting
- People say they signed up yesterday for text and why are they getting a call today?
- People get three text a day and if they do not respond for two days they will get placed back in our system for phone calls.
- If someone opts into text but it was not set up correctly, they will come up to get a phone call
- Local Health Department
- Have different
- Detroit City Health Department
- Standalone health department different than the county
- Can procedure with Wayne/Macomb county for the verification
- If You see Detroit City you can ask to verify the city in place of county
- Noted by David S.
