Caller Types
"I am worried about catching covid-19" is an example of what type of caller?
What is an anxious caller.
What is the very first introductory statements you make on a call?
What is stating your name and where you're calling from.
What is the main point of Sara Alert?
What is to monitor contacts during their quarantine.
What is the point of Sharepoint?
What is to access contact information given to us by case investigators.
Where do you find your paystubs?
What is ADP.
What protocol do you employ when faced with an irate turned abusive caller?
What is the 3 strikes rule.
Day zero can also be stated as what?
What is first day of exposure.
What is the number we leave on voicemails?
What is 717-736-7510.
Who is adding contacts to Sharepoint?
What is case investigators.
If there is a problem with erecruit, who do you contact?
What is recruiter and/or Supervisor.
What two question types would we ask a relational caller?
What is a checking and probing question.
*DAILY DOUBLE*
A minor answers the phone. What is the MAIN question you ask them?
What is if their parent/guardian is available.
List the 3 options contacts have to communicate with Sara Alert.
What is text, phone and email.
If a contact does not want to opt into Sara Alert, where do you find Paper monitoring forms?
What is in the template section on Sharepoints home page. (copy/paste into paper monitoring on Sharepoint)
Where do you find templates such as district maps?
What is Sharepoint.
"I am hesistant to give you that information. What exactly is it for?" is an example of what type of caller?
What is an Assertive caller.
What are the 2 main points we want to emphasize in the script?
What is:
-Quarantine Instructions
-Sara Alert enrolling
What happens when someone chooses not to enroll in Sara Alert after multiple attempts?
What is fill out paper monitoring form, and close the call. Document on call tracker form as well.
*DAILY DOUBLE*
What is the difference between the call tracker form and CT Call Pilot Feedback spreadsheet?
Call tracker form - escalation form/resources/SSC
CT Call Pilot Feedback spreadsheet - for your team to input notes on contacts and share them amongst each other for callbacks etc.
What system do you use to converse with your supervisor regarding important information?
What is Outlook Email.
We use open ended and probing questions for what three types of callers?
What is passive, irate and positive callers.
Loss of taste/smell is an example of what type of symptom?
What is a Specific symptom.
What does SARA stand for in Sara Alert?
What is Situational Awareness and Response Assistant.
What is the 5 main documents/systems you need open while working?
What is
1. Script
2. Call Tracker
3. Sharepoint
4. Sara Alert
5. CT Call Pilot Feedback
What does NEDDS stand for?
What is National Electronic Disease Surveillance System.