Incomplete,Paused, or Unable
When, Where and Why?
Picture This
CSS and You
SOS!
100
True or False:
You call a case. Someone picks up and ends the call when you explain why you are reaching out. This is a refusal.
FALSE. You have not verified you are talking to the right person, and, unless they said they wouldn't talk to you, you can't verify it wasn't a connection issue. Please make additional attempts. You might need a new number later on.
100
When do we search for a possible duplicate record?
You can search prior to calling the case, though it should be a QUICK look for duplicates. If you do not find one before making the call but the case says they were interviewed, you can search again. If you find a dupe prior to calling, workflow immediately and do not call the case. If a case you didn't find a dupe for before the call says they were interviewed, stop the interview after getting the basic information (confirm case's identity and ask about the prior interview) and workflow.
100
What is this (top of the picture) and is it helpful in the fight against COVID-19?
"Ultraviolet (UV) rays are part of sunlight. Studies show that UV light can be used to kill airborne COVID-19 particles and disinfect surfaces. For this reason, some hospitals, subways, and other public locations are using UV light to help disinfect areas when they are not occupied by people. While helpful for cleaning these areas, UV light has not been shown to prevent COVID-19 infection in humans or to kill the virus in infected patients. The safety and efficacy of many UV light devices sold to the public are not routinely reviewed, so these should be used with caution." -Penn Medicine
100
True or False:
Posts to the CSS channel are usually addressed the same day they are posted.
TRUE. Our CSS team is highly effective. There is no guarantee the case will get a call that day, but it's usually very quick.
100
Your case says they need to end the call 10 minutes in because they have a heart condition and are experiencing an elevated pulse and chest pain. They don't want you to call 911 but say they have their own car and will go to the ER immediately. Is that okay?
Yes, though they should call the location in advance and let them know they tested positive and need to come in. Definitely do not try to continue the interview if they say they are having an emergency medical situation. Mark as partial and make VERY thorough notes, including hospital name if you can get it.
200
What disposition do you use when you call someone and are told they were already interviewed as a case earlier that day?
Partial completion. This is a duplicate situation, so get the basics and put it through the workflow.
200
You call an Albany case and find out they moved to Saratoga. You also learn that, while Saratoga is the location of their permanent residence, they are currently isolating in an Essex hotel. What do you do? Where should the record go?
Interview as normal, but do not send the isolation papers. Please remove the Albany address from Demographics and put it in the notes, along with a mention of why you put it there. Do the same with the Saratoga address, noting that this is the permanent address. The Essex hotel address goes in Demographics and you will transfer the record to Essex once you are done with the interview and any necessary workflows.
200
Which of these do we consider the better option?
Hand sanitizers work well, but between those and washing hands with soap and water, hand washing is preferred.
200
A case says they want to discuss pet care options with someone. Is this a CSS need?
Yes. If desired by the case, you can have someone from CSS get back to them about pet care options. Please have them specify what exactly they might want assistance with.
200
Your case says their carbon monoxide detector is going off and they need to leave the building and have you call back. What guidance should you give?
That is a valid reason to go outside. You may be able to arrange a time to call back, but also check if they're okay. Can they be outside for a length of time? Obviously they wouldn't be safe if it was -10 and snowy. Is there something they need? If not, let them know to avoid close contact with others and that you can check back in on them later. If they need anything before then, they can google state and county resources or call the LHD.
300
Your case abruptly stops the interview 15 minutes in, says they need you to call back later because they're getting a call from their mother's doctor and ends the call without telling you when to try again. What do you do?
Write detailed notes about how far you got, why you stopped, and that you will need to call back later. Mark as a partial completion. Only have the case reassigned if you will not be able to make that later call attempt. Remember: Attempts are morning, afternoon, and evening.
300
You are wondering about some of the information we collect, such as vaccine status or questions about race and ethnicity. Why do we ask for that? Does it effect things later in the interview?
We ask this purely for research purposes. It is possible the LHD and NYSDOH will have use for this information, such as knowing which groups might need additional resources, but this information doesn't really effect things for us. The only time vaccine status impacts our work is if they are not vaccinated and would like help to get an appointment, which could be a CSS need if they agree to getting the call.
300
Should you wash your face masks or dispose of them after use?
That really depends on the type of face mask you are using. Some are not meant to be washed and some should only be used once. Other masks can and should be washed regularly between uses.
300
True or False:
If you have a case with CSS needs who needs to be transferred, transfer them and then post to the CSS channel.
FALSE. Do NOT do that. Have CSS handled first. You can even request they do the transfer once the CSS needs met.
300
You begin feeling sick while working and live with at-risk individuals. You can *probably* complete the work day BUT you feel unwell and want to be tested ASAP. What do you do?
If you feel sick, you can leave for the day. Follow guidance posted in your SCI team channel and sign out of everything. It's good to be dedicated to your work, but don't force yourself if you can't, especially if it could be COVID and you want to get a test.
400
You have cases assigned to you and are about to get started when a supervisor asks you to stop and work on something else, possibly catching up on a missed training or working on a side project. You will not be getting back to your cases by the end of the day. What should you do?
Mention your remaining cases in your SCI team channel and see if they can be reassigned.
400
Where in the interview do you find out if a case had a workplace exposure?
In the Activities section. If the case was at work during that timeline, they might have had a workplace exposure needing to go through the workflow. Get all necessary info, including times and dates, and ask if anyone there could have been a contact during the days they were infectious. The answer determines if it goes in the workflow or not.
400
Which type of transportation is best if a case needs to leave their current location?
If someone needs to travel, a personal automobile is best. An ambulance or emergency service vehicle is also fine if needed, though if a case calls for help they should let the operator know they tested positive.
400
True or False:
You are allowed to make changes in the CSS HUB in CommCare.
TRUE. To an extent, anyway. You normally leave the hubs alone if they pop up during an interview, but when you have a case with CSS needs, you can select Pending to help activate that request.
400
You call a case. He's in the car and planning on getting some food and picking up his daughter at soccer practice at her school, which involves walking up to the field to get her. His positive test was yesterday. What do you do?
Explain that he did test positive if he doesn't already know and that he needs to be in isolation. He should be going to his residence immediately and you can call back if he needs to make some calls, like calling someone else to pick up his daughter. If he refuses to have someone else do it/refuses to go home or discuss things further, try to get the names of the locations he's going to before he ends the call. You will want to make a note and let supervisors know in Teams that your case may be knowingly breaking isolation, especially if he's going onto school property.
500
You just started an interview when you lose power, so the call is cut off and your computer has no internet access. What should you do?
If your phone still has a connection, you can email supervisors as advised by your specific team to let them know you are unable to continue working. You may also want to include the MPI ID of the case you had just started on and request they be reassigned ASAP.
500
Oh! You realize the case you just finished up with is now marked as closed, which you did not mean to do. Why might this have happened?
Check the status questions towards the end of the interview page. Certain YES or NO combinations can close down the record. Remember, you always follow workflow guidance when answering the status questions!
500
This large building, formerly known as the Times Union Center and Pepsi Arena, was a former vaccination site and has recently dropped masking requirements.
MVP Arena in Albany, NY
500
True or False:
Members of the CSS team are not trained in SCI work due to their day being dedicated to their specific team.
FALSE. Members of the CSS team did receive SCI training and go through the same learning process as other SCIs.
500
Which isn't an emergency warning sign?
a) Persistent chest pain
b) A fever for three days straight
c) Purple lips
d) The case admits they are having trouble standing or understanding things being said
B.
A fever can be dangerous, especially a persistent and high one, but just having a fever for a few days isn't necessarily an emergency warning sign. They may want to call their doctor if it doesn't improve or worsens, and are free to seek medical care if needed.
600
You have called the number on file 3x per attempt, 3 attempts per day for 2 days. After that you try CT Assist and find a likely match. The person you found in CT Assist has twenty phone numbers available, and a handful of extra numbers with no area code. How many should you try?
A couple. Pick the ones that look the most likely (local area code and/or from a reliable source) and give them a try. If they do not work, proceed with the unable to reach workflow.
600
Your case is sixty years old, works with at-risk individuals in a group home setting, dislikes having to wear a mask for the next five days but will do so, had a fever two days ago, has a heart condition and rheumatoid arthritis and currently has a lingering loss of taste and smell. Why are we likely to extend this person to 10 days? Which possible reason stands out?
Rheumatoid arthritis is an autoimmune disease, so this person will probably get that end date extension due to being immunocompromised.
600
True or False:
The image below is of attorney Daniel Uhlfelder protesting COVID-19 restrictions in his state in late 2020. He was one of many in his area looking to end masking and distancing policies due to the gradual decline in cases.
FALSE. Daniel Uhlfelder became famous not for being against COVID restrictions but for protesting against what he considered insufficient measures taken in his home state of Florida to keep people safe.
"He sued Gov. Ron DeSantis in March to try to force the state to close beaches and impose a statewide shutdown. DeSantis ultimately did order a 30-day shutdown in April, but there was never a statewide beach shutdown.
Uhlfelder said he was saddened by the more than 20,000 deaths in Florida from COVID-19, adding he hoped his activism resulted in fewer fatalities." -Steven Lemongello, Orlando Sentinel
600
You are unsure if your case's CSS need would be a standard CSS need or high priority. What do you do?
If you look in the CSS channel, they have information about what could make a case high priority. If you are still unsure, you can ask a supervisor in Teams.
600
Your case has warning sign symptoms and indicates they cannot breathe and need help. What do you do?
Call for help! If the case is having serious health issues and asks for medical help, keep them on the line and call 911 with your cell or landline. There is a document on the exact process, so please read through it for best guidance.