9/14/20-Debrief Notes
- How do we handle College students who go back home and verify their counties?
- Change the county to the correct county (at the end of the call)
- Complete the call as normal
- Leave notes as normal
- Change the county at the very end, the last thing you do, because if you change it to a county we do not monitor (Oakland, Washtenaw, Etc.) it will leave our system.
- Outcome-Phone line disconnected
- Pick up and hang-up with no one speaking
- Try to call the number again because the call may have dropped by mistake
- We want to try and leave a voicemail if the call dropped by mistake
- No answer if unable to leave a voicemail Left Message if voicemail is left
- Phone Line Disconnected for Invalid number
- Escalate to supervisor to try and call
- We want to confirm a number is disconnected before we remove it from the system
- New Script update to reduce the duplicate information being given to people
- For household's the script should be completed for the first member in the house and then follow up questions should be regarding how others feel, if they tested for Covid-19, and if we can follow up with phone/text the next day.
- Resources at the end of the new script are reduced to save time during calls
- New order of questions in the updated script
- New script will be out in October
- Is there a way to have no symptoms prompt so we do not have to check no for every symptom?
- MDHHS wants the list of symptoms checked in its entirety because when asking about specifics we will find things they may not have reported otherwise.
- The reason for "New" in the symptoms is because we want to differentiate from new symptoms vs preexisting conditions.
- The number of contacts per day have been growing and some contacts have not been called
- If a contact does not get an assessment response recorded for five days, they will be removed.
- If they get missed in a day they will not get removed because an assessment was not submitted.
- If they get assigned to call but do not get an assessment it will not count towards the five days
- In the new script, will the question about live/work in institutions come before the "sign up for text" question?
- The high-risk setting question is still towards the end of the script
- Everyone who comes up for you to call needs to get a call
- Previous calls should be noted with phone call or texting preference
- There will be people with a note that says the prefer texting but if they are up to call its because they have not responded to the text or the texting option was not set up correctly.
- Can edit a phone from landline to mobile to get the question to prompt to opt a contact into texting
- The question in the Info tile that says opt out of amazon. If that box is checked, they have been opted into texting and they replied stop. This opted them out of text and now we will call. You will need to uncheck this box to get the question back to opt back into texting.
- Manual is people who are opted into phone calls and Automatic is for text follow up
- After two days of unresponsive to texting, it goes from automatic back to manual.
- Unable to enroll someone into texting if they work in a high-risk setting
- If a contact ask's if they have to quarantine. What is the correct wording to answer that question?
- Yes. They do. It is in the communities' best interest.
- Some local health departments are sending police offices to follow up on people that are not following quarantine
- Escalate cases to Rock Supervisors
- Do we call presumptive positives?
- There are times people get put into TraceForce because they are around a presumptive positive
- A primary care physician gives a different date for the end of quarantine than we have at the MDHHS/LHD
- Can review this case by case
- Escalate the cases to Rock Supervisors
- Confirm with contacts that the Local health department has more info about the exposure than a primary care physician.
- Questions about a community exposure, length of exposure, and household exposure are best handled by the Local Health Department
- When dates do not match, we want to review
- Tell the contact that the date will get changed in our system
- They can call back tomorrow or we would follow up next time we talk
- When dates get changed or decided not to change in TraceForce they will get a note so we can advise a contact when they callback.
- Noted by David S.
