Feel Good Stories:
-One of our volunteers spoke to an older lady and at the end of the call said "have a great day" and the contact responded that because of the call she will now have a good night. How sweet!
-Couple of college students were really receptive to the self-quarantine and taking it very serious.
-On another note, sometimes you will speak with someone who is not as open to the calls, keep your head up and move on to the next person.
House Holding Notes Feature: wonderful feature, very thankful for it.
Odd One-Off Situation: Mom tested positive listed daughter as contact, then daughter tested positive in another county and listed mom causing us to call mom who already tested positive.
-Contact tests positive, case close other.
Requeue: Should not get requeue within 3 hours, if someone opens a contact but does not mark an assessments outcome but then closes it out, that will cause it to be requeued after an hour.
House Holds Splitting Up: Make note first so it saves for whole household in case other volunteers receive one of the members to help prevent double calling.
-Any outcome except "Successful" will cause the household contacts to be split up and sent to different volunteers.
-Though it may look like one at first glance, this is not a real requeue, the system is working properly when this happens and that's why notes are so important.
- different monitoring periods or a different phone number also cause family members not to be house holded together.
211Transfers: inconsistent between counties, some ask for zip code first and some ask for county.
-This is already being worked on.
- weekends 211 is not open. If it is urgent, they need food etc. let the supervisor know so we can inform MDHHS and they can make sure they get in touch with someone that can help.
Wrong County: contact verifies the same name, lives in MI but different county than listed, continue the conversation. Get the correct county, save notes/assessment. Send a chatter to shift supervisor with the contact ID and the correct county.
-Mark outcome appropriate to how the call went, if you completed script mark successful etc.
-if we do not monitor the local health department will follow back up according to their protocol.
-for college students, we want the county they are currently.
CPP not dialing the next contact: escalate to your shift supervisor so we can take a look and see if it is a system glitch or an invalid number.
Note Titles Not Showing Up:
- Type anything quick for the title, we are digging in to see if it is worth another update just to make titles visible.
- Just make sure the body of the note includes your outcome and important information.
Noted by Courtney S.
