Friday, 11/06/2020 @1PM

Provided a different phone number for a contact:

• you can change the phone number in the info pane or script, then you can call them at the new number
• make sure to leave note with old and new number

Why call on the last day of contact?

• system is prioritizing the brand new contacts first, then the contacts that are about to leave the system so we can do a final check in with them.

Asking a parent about their children's schooling:

• feedback to change wording from attending to enrolled to get easier parent response
• how the child attended not what is offered (in person vs virtual vs combination)
• his information is gathered for the LHD

What number do the texts come from?

• they will receive a link to a survey
• a 5 digit number that provides more security, not as easy to fake
• 25051
• see a copy of this script in knowledge base

Unemployment

• Michigan.gov/uia online 24/7
• call center 8am-5pm Mon-Fri 1-866-500-0017 Mondays are busiest

Can we get a new script for incoming calls?

• script changes take about 6 weeks to update
• we are not planning to make any other updates at this point, but will keep that in mind

Is there a tipping point where tracing is not useful?

• counties are having a lot of difficulty keeping up, that's why we are helping out as much as we are
• even as cases continue to go up, the work all the volunteers are doing really is making a difference in reaching the initial contacts
• we are reaching out to around 8000 contacts, we are projected to catch up hopefully in the next month

Following up with cases/contacts:

• varies county to county/heath department to health department

Why so much emphasis on contact vs cases?

• cases know they are cases and are more likely to stay in isolation
• contacts don't always know they are contacts, less likely to be in quarantine
• currently we are not able to follow up every single day, we are working up to being able to again but we really want to push for texts because of this inability

Household contacts longer quarantine:

• a contact that has been around the positive case still has the chance to become symptomatic/test positive the next 14 days following isolation
• its ok to guilt them a little bit if necessary

What happens if they refuse?

• a list of the refusals go to the LHD
• they may choose to dig in and try to follow up, depends health department to health department

Are there any consequences for not quarantining?

• it is required by the state/health department
• yes there can be consequences, but just try to stress importance
• red light analogy: you can drive through a red light without personal consequences, but that doesn't mean someone else won't gain a consequence from your action

Can they go outside:

• yes! They can go outside, in your backyard, go on walks, just stay away from other people

Contact thinks their dates are wrong?

• provide this information to your shift supervisor we will escalate and have the LHD verify
• if it is verified to be true, it will be updated in TraceForce