Groveling Gertrude from Graduate Village
Who goes to Graduate Village?
On-campus students who are contacts with symptoms or are cases
As promoters of public health, what other vaccine do we recommend to folks on our last call with them?
A flu shot! (Remember to go get yours if you haven't yet!)
How do you open up "Dynamic View" in Smartsheet?
Double click on the blue box at the very left edge of the row you want to work on
Who are the two "Jeff"s?
Jeff Measelle (our supervisor) and Jeff Whiddon (one of the UHS nurses)
Where can you find all of the scripts you will use during a shift?
In the "Care Team Confidential" team, you can find it by going to "Scripts".
You can either open it directly in teams or right click and select "open in SharePoint".
(Pro Tip! All our most current scripts are linked to each other at the bottom of all the scripts, so you can always choose to just open one.)
What are the transportation options if someone needs to go to a hotel and doesn't have a car?
Uber, Lyft, or a taxi with masking and open windows
When is the ideal window for testing during a quarantine?
On or around day 7
What are the two things you should NOT do in the Smartsheet?
1. Archive on-campus students
2. Work in the sheet labeled "Corona Corps Report"
What are the two identifiers you must receive on a call before you can disclose anything about the purpose of the call?
Last name and date of birth
Do people with 1 dose of the vaccine have an end of quarantine (EOQ) or end of monitoring (EOM)?
They will have an EOQ as they need to complete a full quarantine period due to not being considered fully vaccinated.
(Remember: fully vaccinated means 2 weeks after 2 doses of Moderna or Pfizer and 2 weeks after 1 dose of J&J)
What are two of the various funding options available to off-campus students?
1. COVID-19 Quarantine Fund
2. Students in Crisis Fund
What is the difference between end of quarantine (EOQ) and end of monitoring (EOM)?
Both are for contacts; EOM is for fully vaccinated and asymptomatic contacts as they need to monitor for symptoms for a certain amount of time rather than complete a full quarantine.
What should the "Assigned To" column and the "Next Action" column say once you complete a call or leave a voicemail?
Assigned to "name of lead" with next action of "Lead Q/C"
Geoff from Corona Cora Delta (CCΔ) is a fully vaccinated contact who is experiencing a runny nose, fever, and can't taste his tuna fish sandwich. He says this is just a cold and he gets them every year. What do you do?
Explain to Geoff that based on his symptoms he will need to quarantine and get tested as this could be a cold but it could also be COVID. Geoff should be assisted in finding testing (UHS or urgent care as he has symptoms) and we will check-in on him in a few days to see how testing went and reevaluate from there.
What are the three categories we ask about with classroom exposures?
1. Attendance of the class
2. Group work/close interactions/performances/exercises
3. Close contacts in the class
When can students leave Graduate Village?
Once they receive clearance from UHS or the Care Team.
What criteria must be fulfilled before we can recommend that someone returns to normal activity after their isolation/quarantine?
They must remain symptom free for the entire 24 hours of their last day (EOI/EOQ) as well as be fever free without the use of medication like Tylenol.
How many times should people be attempted for an initial call within 24 hours?
3 times: initial call #1 (IC1), a text, and initial call #2 (IC2)
How do you transfer someone to a triage nurse?
1. While on call, type in UHS number in "quick connects"
2. Press 2 for scheduling/triage
3. Explain to the nurse that you are from the Care Team and have someone on the other line
4. Click "join" and introduce the student to the nurse
5. Hang up
How should you approach a situation when a parent calls in?
Listen to their concerns & answer their questions, but keep in mind that we cannot speak about any health/medical information regarding their student without the student's consent.
(Pro Tip! Don't break HIPAA!)
Gertrude (Gertie) from Graduate Village calls in and is upset that she has to remain in GV until this weekend (2 days from now) and tells you based on the day she had symptoms she should be able to go home today. What do you do?
Explain to Gertie that unfortunately we are unable to change isolation dates once they've been set by a UHS provider or by the Care Team on her first call with us.
If a provider (UHS or external) updated her isolation based on new information provided, we will take down that information and call Gertie back with updated guidance.
Who has the longest call record and how long was it?
Rodrigo for approximately one hour and 15 minutes (X2!!)
Rona from Barnhart calls in and you're unable to find their chart anywhere! You've placed them on hold for what seems like forever and already gave them your sincerest apologies but you're panicking and getting sweaty. What do you do?
Check in with a lead for assistance.
The both of you should look in the "archive" and "intake" sheets to see if they just recently submitted an intake form or if we had placed them in the archive after being unable to reach them.
If all else fails, remain calm and gather as much information as possible before letting them know we will give them a call back after we check in with a supervisor about their situation.
Jeff from Corona Cora Delta (CCΔ) tells you he doesn't have to quarantine even though he's unvaccinated because he had COVID-19 5 months ago and still has antibodies. What do you do?
Explain to Jeff that current federal, state, and local guidelines state that people who have had COVID-19 within the last 90 days do not need to quarantine as they may have some immunity to the virus post-illness.
Because he is outside of the 90-day window, he is still encouraged to quarantine.
Puddles the Duck is crying on the phone as he is going to miss the Civil War game because he has just tested positive for COVID. Through his tears, he tells you he wasn't even aware ducks could get COVID! However, he had symptoms 5 days before his positive test. You think to yourself you may be able to have his isolation start on his symptom onset date so that he can still go to the game. What do you do?
Firstly, make sure to be empathetic towards Puddles and his situation.
Offer a counseling referral as it may be beneficial for him.
Unfortunately, we can only change an isolation date on an initial call if we determine symptom onset was within 3 days of a positive test result. We cannot move it back further than that, but thankfully in this situation, that allows Puddles to go to the Civil War Game! Sco Ducks!!