Monday 7PM Debrief Notes 9-21-2020
Positive notes: Contacts seem to be really appreciative of the calls lately
Contact wants texts but that choice is not in the script:
-check if phone is set to mobile, fix if not and click refresh or F5 if prior to call
-if that is not the case, please let your supervisor know so we can take a look
Scripts for minors being listed as an adult:
-if prior to a call, click F5 or refresh
-if during a call, know that the script is 99% the same, only real difference is it is worded in the third person and asks for parent/guardian and their name
Boarding school exposures:
-you may notice a handful of minors
-send to shift supervisor
-we will document as high risk and from the boarding school exposure
Escalate to supervisor button:
-do not use this, escalate to supervisor by using chatter, text, email, or calling directly
Contact someone you know?
-incoming call: let it go, it will go to a different supervisor
-not incoming, let your supervisor know, we will make sure they get a call
Text error:
- typically this happens if they respond to them out of order, must respond to each text in order from oldest to most recent text
- ask contact if they got an error code and what exact error code it was
- send supervisor the contact id so the state can investigate this
Final date discrepancy:
-says they reached out to the LHD and was told a day earlier for end date
-send any disagreement in regards to quarantine dates send to shift supervisor so state can look into it
One family member quarantine, does the rest need to?
-only the contact to the positive case needs to quarantine
-rest of household is not as much of a risk to get infected
-ultimately, it is up to that family on what they feel is right for their situation/house
Testing too early?
-firmly recommend we still monitor just in case and continue script like normal
Suggestion:
- When LHD does the initial assessment can we ask them to make sure to switch the phone to mobile so the text question will pop up on next script
Suggestions so we can get more people to switch to text:
-age gap, the older generations may not have that technology or understand it
-big families it may be easier for them to just answer one call opposed to multiple texts
Noted by Courtney S.
