1/8 Friday Volunteer Debrief
1)Talking points good experiences: Sunny today in Kent County, no sun in Detroit for a week.
*Moira talked to a lot of people who were grateful and that is always encouraging. At Rock, we are salesmen by nature so this feedback is great.
*Barb continues that one lady was grateful as well.
*Karen had a good experience with a kind tone from contacts this week, had questions, no "crankies" in a long time and that feels great! *Moira continues with 2 ladies in a household who said they really enjoyed quarantine and requested 4 more days, they were retired lol so no work for them!
2)Q and A
*Susan does not understand the new guidelines about requeue from 1/6,
*Lewis tells to think of requeue as a loop
* the last paragraph on page 19 does not leave notes in regards to requeue.
*Follow the specific instructions for your situation and that will stop requeue. K1054 gives more explanation. If HH comes up and just been called in the last 5 minutes what to do. Previous outcome ex LM, you do not call and note.
Per Peter moment to clarify. We need to look at notes and the last outcome to guide us. Notes will tell when the call was made and what happened. Info tile might be easier and definitively stated. If VM left 5 or 10 minutes, skip the bottom of the script as no answer as the second outcome, "I did not Dial NAME, household already called in this queue cycle."
- For Susan, it happens most for HH, but someone else says a single person says note timestamp at 114 but tracer LM at 113. Lewis last person at home will have been taken out of the queue for the last 3 hours and may show up as a single person. Going in-depth on Monday per Lewis.
- Maryanne had a question, formatting notes, likes template but wants clarity on how to use, Cut, and Paste? Bullet point? What intent is to implement in notes. Per Lewis no cut and past outcome, bullet points fine but to save space outcome, spoke to, s/a, tested, EMD, sent to the supervisor, text m/a, any 211 needs, any other resources. Per Peter was never intended to cut and paste was meant as a guide as the things needed in notes. Maryanne has a harder time finding information before making calls, very helpful, Thanks Lewis and Peter for clarity.
- Esther made a template on the computer, it was suggested not leaving enough notes, will restructure, was confused and first meeting she has made, when information not showing up on left has been helpful to have info in the notes. Lewis not opposed to bullet points, only what's needed in the notes
- HH, note putting everything relevant, should be making separated notes for each family members? Use apply to HH, it helps us out when we are searching for information. The only time to get the next person if successful, check the household then done. If the next person does not come up in HH let us know because that is not to happen.
- Peter, we are collecting examples of ones that are not queued in HH keep getting to Deloitte to investigate. Lori spoke about requeue to figure out a way to have 1st person queue but after that, no one else in HH but will come into the tracers list, Part is happening not in the way we want. One household member queues and the others attached will be pulled together. It works correctly more than not, Wants it set to household queue once. Not sure possible due to Traceforce logic, the balance between making sure reach out an appropriate amount to hit a sweet spot and catch them at home to connect. Contact will queue 3 times between 10 and 7 typically, the burden of multiple calls will be lightened, we agree we don't want to overburden those contacts.
- Log out time will be logged out and will lose what was written, is there a way to extend, what's log out time? 15 minutes and asks b4 shutdown. Let VM know if time shorter, the only way is if you have 2 trace force windows open and may shut down if typing in one and not the other. Let us know. Has happened when no one in queue waiting on incoming calls due to wait time, just scroll on-screen to prevent
- Requeue not trying to overburden 2 days b4 EMD spoke to Dad with 3 kids, said take off the list and was done, notes did not look like was called a lot, thinks we have to be careful because of the burden on families with multi children.
- Per Lewis still make sure we are not calling them the incorrect number of times by looking at notes
- Ester gets contact with 2 or 3 days left and has NOT BEEN STARTED AND WONDERS WHY NO CALLS IN Queue yesterday but came today. Why did they not come into the system? Has happened 2 or 3 times in the past few weeks. Wonders we're they really in the system all this time. Does LHD put in late or TF not queueing properly? Could be days adjusted, sometimes queue does not queue from day b4
- Kate's insight on the lack of people to call in queue, no one entire shift, Why? Change or remain the same. Yesterday TF issues. In general queue smaller due to LHD changing process when we were overwhelmed at a time. Peter says we are sensitive to that in or to get contacts one-two punch b4 Thanksgiving LHD has scaled back on the amount of case investigation doing resulting in smaller flow, vaccines rolling out focus has the shift to that and state supports that. Let LHD focus on the vaccine in the community, we will take case investigation and finding contacts will be done by the state in the next 2 weeks, does it mean thousands more probably not but will be more.
- Taking baby steps, we know that there are contacts we are not reaching because we had to make changes although cases soar, all LHD or just the ones we have worked with, 1 always subject to change and give more or less LHD has decided to stay on their own with that but we will see more contacts in TF, Do we need a volunteer to do case investigation, not open to doing that policy done by people hired by the state so no volunteer doing case investigation. Can ask local health dept, volunteers should ask the LHD if they need help.
- Barb let us know the Michigan volunteer site to sign up for Covid in other words, each county has it separated, sign up on the website
