Friday 11/27/2020 @1PM

Winner of the $50 Amazon gift card: Catherine Marudo!

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• A volunteer spoke to a contact that had received help from 2-1-1 for housing away from their high risk family members.

Household requeuing:

• this is normal, if the first family member does not have a successful call the rest of the household will be sent out to try to reach them a little later
• make note that says "calling" and attach to each household member, do not open up each family member separately because that causes rapid requeues

Assessments not submitting correctly:

• this is an error that should be fixed soon

Contacts saying that they have already spoken to one of us but there's no note:

• there are a lot of people not leaving notes, we are really pushing to make sure everyone is leaving detailed notes for every contact
• there are some known technical issues causing missing assessments/notes, we are working on that as well

Contacts receiving calls earlier in the day than they are able to call back:

• we have been calling 9am but this will no longer be happening soon
• if the calls are occurring before 9am it could be someone from the health departments calling

CDC possibly recommending reducing quarantine from 14 to 7-10 days so more people will comply?:

• we are waiting to see what their official guidance is before changing anything on our side

Quarantine periods that are greater than 14 days:

• there may be a household member that is positive causing it to add another week to quarantine
• if its longer than 3 weeks let your supervisor know so we can double check if it was an error/typo

Contact wants to receive text follow up but it isn't in script:

• check that their phone type is set to mobile, then you may need to open the contact again for the script to refresh
• let your supervisor know and we may be able to switch them over

Contact speaks other language:

• if it is Spanish or Arabic answer the preferred language in script then mark does not speak English as outcome, this is cause it to go to that languages queue.
• do not move any contact to a different language queue just based off of their voicemail being in a different language.
• if it's a different language they prefer and you can identify which language, use the language line and speak to a translator; instructions are in the handbook.
• if you cannot identify which language, make note and mark case closed other

Error message after submitting assessment/note:

• after logging out and back in, assessment was not saved but notes did
• may be a tech glitch, we can look into that
• provide contact ID to supervisor

Receiving follow ups instead of initial:

• we have a lot more contact tracers dialing which has allowed us to clear the queue and get through the initial calls faster
• some of the LHD are now handling the contacts that were exposed by a household member so we will see less of those, causing a large drop over last few days
• more contacts will be added soon, however; we should still be able to get through a lot if not all of the initials

Are we still hiring contact tracers?

• yes!

Contacts being advised not to get tested unless they're showing symptoms:

• we are sticking with the CDC guidelines of recommending everyone exposed gets tested, however it does vary across the state depending on the reality of their testing abilities at that time so they should follow their LHD/doctor is advising