Minors
You receive a push with no name. You open Qualtrics and see the first name Baby Girl. There is no last name. There is a DOB and an address. Can you attempt the call and ask for the parent / guardian of “Baby Girl” and verify the DOB and Address?
No, you will want to re-queue the call and submit a support ticket since we don't have a last name.
You call a case where the address is missing. While attempting to verify the last name, the case gives you two last names. We have one of the last names and the correct DOB. What would be the appropriate action?
To continue with the interview and gather the address and second last name. Submit a support ticket to update the information after the call.
You are calling a contact with the name Cindy Lou Whoo and a DOB of 05/03/1955. The contact states her first name is Cindi, her middle name is Lou, and her last name is Who, and her DOB is 05/02/1955. There is no address in the Contact Tracing survey. What are your next steps?
Proceed with the exposure notification per script and submit a ticket to update the information once the call is complete.
The case’s caregiver answers the phone and can verify the case’s PHI. They inform you the case is running a high fever and is asleep. How do you proceed?
Ask if the case is able to speak for themselves and if so, please ask to have the case call us back when they are available to speak.
You receive an incoming call from a case who needs a new digital HAL. What information should you confirm and collect?
The case’s first name, last name, DOB and how they want to receive the HAL (text or email).
The parent of a minor is going over gatherings and has to stop suddenly. They have to leave for an appointment. The parent asks if you can send out a digital survey. How do you proceed?
Let the parent know we are unable to send one out for a minor and ask the parent to call back when they have the time.
You get a hold of the case and in the first name box, within Qualtrics, it has "Carly". Last name shows as "Huoston". When the case spells you their name, they say it's spelled “Carli Houston”. How do you proceed?
Verify the DOB and submit a support ticket to update the name once the call is over.
A case calls and lets you know they entered their DOB three times and the digital survey did not work. They asked if a new link could be sent. They give you the name of Nicole Keller with the DOB of 10/22/1988. In Qualtrics, listed under the phone number, we have the name Jonathan Keller with a DOB of 08/12/1989. What are your next steps?
Ask Nicole if there is anyone else in the house using the same phone number. If Jonathan uses the same phone number and is there to verify himself, we can reissue the DCI if he would like.
If the case is not capable of speaking for themselves and the POA/Next of Kin does not live with the case and the POA and case aren’t together at the present moment, this is your next step.
We want to ask them to please call back when the two of them are together.
A case calls in explaining they were filling out a questionnaire form online and closed it. They can’t open it again. What are your next steps to send a new DCI?
Confirm at least 2 pieces of PHI (name and DOB and/or address) and attempt to complete an interview on the phone. If the case would still prefer DCI, send a new link out via text message.
You make a call out and ask for the parent/guardian of "Thomas". The person on the phone states they are their aunt. When inquiring as to if they are Thomas' guardian, they tell you that he stays with her on weekends so his parents can work. What are your next steps?
Ask for contact information for the parent(s) and attempt a call out
OR
If they are unwilling/unable to provide that information, ask if the parents can give us a call back at their earliest convenience.
While making a call out, someone answers the phone and you ask for Summer. The person on the phone asks, "Summer who?" What are your next steps?
Give the person on the phone the last name, if you find out you are speaking with the case, you then ask for the DOB and address to verify them since you used both first and last name.
The case you are on the phone with can verify their name and address but the DOB is off. The month and day are different and the year is 17 yrs off. What are your next steps?
Ask if there is anyone else in the house with the same name.
You attempt a call out and reach the POA of an elderly case. The POA lets you know the case has severe memory issues and can’t recall much. The POA lives in Texas, but the case is living with their youngest sister. What are your next steps?
Ask for the number of the other sister to attempt a call and see if that sister can verify the case’s information. Since the other sister lives with the case, we would prefer to do the interview with someone living with the case.
With who and where can you verbally discuss PHI or screen share?
With your CN, DPM, or Support staff in a google meet (both AM and AZDHS side).