Random
If the call disconnects and agent calls back and cannot reach case - if survey has already gone over contact tracing portion (collecting non household contacts), how should we disposition this call?
Submit survey and DISPOSITION AS INTERVIEW COMPLETE* (fill in remaining forced fields)
What vaccine is offered for those ages 11 years and under?
Pfizer and Moderna
If a CI survey is completed PAST symptoms but you have to open another survey due to a page refreshing, freezing or if you accidentally hit the back arrow on a survey, and a second survey is now opened, completed and submitted with a case, what should we do next?
Please submit a ticket via CN to delete the first incomplete survey.
True or False-We are able to send a DCI via email?
False
If a cases stated that they traveled, what should we document in the notes of the survey?
If a case states that they traveled, please document the dates of travel and where they traveled to in the case notes. If they offer any other details, please also include these in the case notes.
What are the remaining force fields to fill in the rest of a survey before submitting it?
(Force fields, phone numbers, DOB's, Zip Code, What do we do about info that was falsely put in, what do we put in the notes?)
*mark remaining forced response fields as "Unknown"
1s for phone numbers (i.e. 111-111-1111)
leave any DOB information blank (if Unable to put 01/01/1905
Zip Codes please use 0s (i.e. 00000)
Please mark the community navigator question as "not interested"
If any fake data is entered, please send ticket information to your supervisor so it can be removed
Note in case notes of where you ended in the survey
How many weeks after the final dose in the primary series of vaccines is someone considered fully vaccinated?
2 weeks after the final dose
True or False: When a case or contact needs to speak to someone in a language other than English or Spanish and there is a family member that is able to translate, we are able to continue the survey.
We should not continue the survey because if we are able to speak with the case, that is what we would want to do. Also sometimes terminology can be translated incorrectly, therefore we would want to use the language line.
Please specify the other language, if able to be determined, and disposition the survey as Investigation Not Required.
What is the disposition used in both Qualtrics and RC for dispositioning a request to do a digital survey?
Email contact attempt/Email contact attempt-SMS
True or False: When collecting close contacts, we only want to collect close contacts from AZ?
False-When collecting close contacts we want ANY close contacts - they do not have to live in Arizona.
If a case asks, "Who will notify me of my test results?" What can your response be?
You can view the at-home test kit results in the LabCorp patient portal or by requesting a paper copy of your results be mailed to you by calling LabCorp customer service at 800-788-9738, press option 3.
For those who got the Pfizer and Moderna vaccine, when are they eligible/recommended to get their 1st booster if eligible?
1 booster, preferably of either Pfizer-BioNTech or Moderna COVID-19 vaccine-For most people at least 5 months after the final dose in the primary series.
What should we do if a case is frustrated with how their job is handling COVID?
Business compliance complaints (No support ticket needed here). Individuals, not investigators, may submit complaints here: https://facility-licensing.azdhs.gov/s/CovidBusinessComplaints
What do we do if a parent/guardian is asking for us to send a digital survey to their phone for their child because they do not have time to talk?
Offer the parent/guardian a phone number to give us a call back when they have time to talk to complete the survey.
We are unable to do digital surveys with minors under the age of 18 or their parent/guardian/third party/next of kin.
True or False: It is best practice to read the full list of examples for HH contacts/ non HH contacts.
There is no need to read the entire list of who is a HH or non HH contact after already confirming how many people live in the house.
What are the 5 factors that make HH contacts eligible for test kits?
● Contact or Case opts into symptom monitoring for themselves/household
● Physical shipping address provided (no PO Box)
● Contact or household contact who wants kit has not tested positive in the past 90 days
● Provide first name, last name, and DOB for test kit order.
● Contact or household member is 2+ years old
For those who got the J&J vaccine, when are they eligible/recommended to get their 1st booster if eligible?
1 booster, preferably of either Pfizer-BioNTech or Moderna COVID-19 vaccine-For most people at least 2 months after a J&J/Janssen COVID-19 vaccine
If you are having issues with any Qualtrics survey links, what steps should you take first? What should you do if these steps do not work?
Issues with the survey links (First check the use of incognito mode and clearing the cache and cookies, trouble shoot with CN. If this does not work, a support ticket should be sent along with screen shots of the issue/error.
How many attempts does a case have to input their DOB when using DCI before being locked out and how long does a case have after opening a survey before it expires?
3 attempts to input a DOB and the survey expires in 48 hours after opening
True or False: If we get a case who states that they are a part of Tohono O'Odham Nation, we should end the call and disposition as lives on tribal lands. We should then send a ticket so that this tribe can be directed to the appropriate tribe leader to complete the survey.
FALSE: ADHS CICT continues to provide assistance to Tohono O'Odham Nation Health Care with their case investigation. These cases are incorporated in the regular workflow of calls. Investigators should be aware that the survey allows investigation to continue on these residents. PLEASE INVESTIGATE THESE CASES.
Lab Corp is required to process specimens within how many days and once sent it when will the results be available?
Specimens must be processed within 4 days and the results will be available on the patient portal with 24-48 hours once processed.
John is 55 years old and received his 1st Moderna booster in January of 2022. Is he up to date?
No he is not because CDC recommends a 2nd booster of either Pfizer-BioNTech or Moderna COVID-19 vaccine for adults ages 50 years and older at least 4 months after the 1st booster.
They would be Up to Date: Immediately after getting all boosters recommended for you.
What happens when you call a case and they tell you that you have the wrong number and they are the sister of the person you are calling for? If we are able to get the phone number should we send a ticket?
If you get a new phone number to update for a case or contact if the interview was not completed because you had to leave a VM or unable to leave a VM then a ticket IS needed to update. Otherwise, if the survey was completed or they refused, please include this information in the notes section (for completed) and no ticket is necessary.
What should we educate the case on regarding the DCI before getting off of the phone with them?
The format of entering their DOB within the survey: (MM/DD/YYYY) and The case has three tries to enter their DOB and that the survey will start from the beginning but please give us a call if you have any questions.
What PHI identifiers can be used for a CT survey?
If we only have a name and a phone number, this is enough for verification for the contact to confirm their name with spelling. However, it is in the protocol to ask for their DOB (or age if they refuse DOB) and document this in the appropriate section of the survey. Please remember that this contact's name and phone number was provided to us by a case and that we are not going over test results with the contact. However, we want to verify the information we do have before providing exposure notification. This is also a good reminder for CIs that when collecting non household contacts to please ask the case for the contact's DOB or approximate age. They may not have a DOB, but they could probably tell us an approximate age.