Debrief notes 8/7/2020
New Volunteers debrief
Questions/Feedback
- Multiple people in the household:
- when answering the survey questions for each contact in the household when you click "save&next" it should not close out of the call you are on with that contact, it should bring up the next household members script so you can move on to the next household members survey.
- Advice for on the first shift:
- When logging in make sure you are using Google Chrome and you are on the third party website https://milogintp.michigan.gov
- Make sure you are aware of who your supervisor is. You will get an email the night before your shift with the name and number of your supervisor.
- Read through the FAQs&TIPs
- Make sure you are aware of your chatter post that your supervisor has made on TraceForce, this is where you will communicate with your supervisor if any questions come up.
- knowledge base great resource you can search your question or key words in the Knowledge search bar (see attachment below)
- Before making a call make sure you are reading the previous notes if any, checking start and end date of the monitoring period, checking to see if the contact is a minor or adult and checking what script you are using.
- What to do after ending the call:
- Make sure you are set to Offline (so an incoming call doesn't come in)
- Write down and save your notes first before you save your assessment
- Check your assessment over make sure all areas are correct
- Check your outcome to make sure it is the correct outcome.
- When noting households save the notes before you save your assessment, or it will break up that household.
- How do we determine if someone is a requeue?
If a contact that we just called comes back into the queue less than three hours from that first call that is a requeue. Ex. if the contact was called at 12:20pm and then you get that same contact again at 12:40pm that is a requeue. You would mark the outcome the same as the last call outcome and add "requeue" to the notes. You would also give your supervisor that contact ID so they can log it.
- Two Primary reasons we see re-queues
- Households can break up and be sent to random volunteers. In these cases, it is not exactly a requeue because the person did not have a saved assessment, but another person with the same phone number did.
- The assessment was never saved. This is a requeue and is caused by the last volunteer not correctly saving the assessments.
- How to add notes to all household members at one time?
- When adding a note down at the bottom of that note there will be a bottom that says add to record click that bottom and it will bring up another box where you can search for each household member and add them to the record and complete your note it will be saved to all household members notes.
- How to find LHD numbers:
- Frist step is to let your supervisor know the situation so they can get it to the state if need be. Then the next step you could google that contacts LHD number if able to or search in the knowledge base.
- Do we need to record the number of calls we make each day on galaxy digital?
- No need to record any calls.
- Where do we record time for debrief meetings?
- You would add these hours on the micontacttracingvolunteers website under training, quizzes, and other.
- What would Volunteers like as a recognition for volunteering their time and going above and beyond for the state and our communities? LET US KNOW!
- Noted by Margaret M.
