Initial Interviews
What is 3-3-2 protocol?
3 sets of 3 rapid calls (vm on 3rd attempt) over 2 days.
1 set at beginning of shift, one set at end of shift, and one the second date of attempts (or vice versa if files is received late in shift)
9 calls total
**different for school settings**
What are the possible forms of follow-ups contacts can do?
SMS or daily phone calls
What is a PUI?
Person Under Investigation.
Any contact showing symptoms and/or tested positive.
Why do travelers need to quarantine?
They traveled from another state or country and MAY have been exposed to COVID-19 and it is an order entering NY.
What should you do when first come into your shift?
1. clock in to your shift in dayforce
2. say hello in team chat
3. log into commcare (and check into spaces)
4. log into amazon connect
What should you include in your notes?
1. attempt of 332 and which number was successful if multiple listed
2. who you spoke to
3. aware of exposure or not/ travel
4. occupation (especially if essential)
5. agree to quarantine/if they effectively can
6. symptoms or no symptoms
7. CSS needs or not
8. testing info
9. follow up type and to which phone #
You see in Commcare a contact responds to SMS as symptomatic. AKA "SMS reported symptoms." what do you?
MUST call to confirm symptoms and what the symptoms are.
If they do in fact symptoms:
1. make note of symptoms and date of symptom onset.
2. confirm no CSS needs
3. mark symptoms in check list
4. convert to PUI if no CSS needs
What information should you gather when they are being converted to PUI?
correct spelling of name, DOB, address (helps to locate positive test if they are getting tested or got tested)
symptoms, symptom onset, and if they are isolating properly
testing date, type, location
What email do the travelers get sent?
They get WELCOME EMAIL
They DO NOT get quarantine order
What is the order files should be attended to? (both yours and temp assignments)
1. PCG school setting 332s for yours and temp
2. PCG school setting follow ups (calls & sms needing attention)
3. remaining PCG follow ups
4. remaining PCG 332s
5. Traveler 332s
6. Traveler follow ups
7. ask for more files !
A person thinks you are scam what do you tell them?
Assure them we are not a scam, tell them their dob or address if you have it.
explain that if they google the number you will find that on the nys health website it will be from contact tracing or have them call number back which will be a generic recording that it is NYS contact tracing
tell them if they are uncomfortable with any of the questions they can prefer not to answer but that we must have them agree to quarantine and sign up for follow up.
A contact's file says missed SMS. you call them and they say they never got the text. what do you do?
Look back and into the initial contact monitoring form "view/update contact's record" and scroll to bottom to make sure "yes" to sms was checked off.
confirm that the phone number is a mobile phone and correct phone number.
if still not working, as what provider they have and let me know. Have them press START to 50292 and you will uncheck sms, submit form, go back and recheck sms.
What should you do if a contact tells you they have no symptoms but tested positive?
Notify supervisor and see if their is an MPI # (case file) opened for this contact already.
Make notes of testing info: date, location, type
submit interview form and go back and manually convert to PUI.
A Nassau traveler tells you they flew on 3/3 and was positive for COVID-19 on 2/10. what do you tell them?
They still need to quarantine for 10 days. This is because the language in the order regarding not having to QT within 90 days is specific to contacts with a positive person not with regards to travel. complete interview and get them to sign up for SMS.
You call a contact and the phone is no longer in service? what should you do?
1. mark initial disposition as invalid number and make note of phone not in service.
2. try CT Assist and add findings to the note.
3. If nothing in CT Assist, try web search, add findings to note.
4. if still nothing and complete top note is in and invalid number is marked. submit LN form
*for tvls only if LN is accepting requests**
A school setting file asks you during the initial interview that their child will need a letter to return from school. How would they get that?
Tell them that the quarantine ORDER aka EMAIL PACKET will be sent to an email they provide. At the end of quarantine, contingent on them responding to sms/daily calls, a release letter will be sent which is what they would show the school.
A contact during a daily phone follow up tells you that they tested negative. what do you tell them and what do you do with the file?
Nothing. leave it open and continue follow up. Tell contact you are glad they are negative but since it can take up to 14 days to develop symptoms and contract the virus, they still will need to continue to quarantine. make note of this call and note their testing info (date, type, location)
you receive a file from a VCI that says this contact is symptomatic. what do you do ?
call and complete interview.
**confirm spelling of name, DOB, address, symptoms and symptom onset **
UNLESS the VCI note explicity says "do not call" or "convert to PUI"
You call a traveler and they tell you they will be leaving NY before the QT end date. what do you and what do you tell them?
Complete the interview.
Tell them for the duration of their stay in NY they should quarantine.
Have them do follow up for rest of stay in NY.
They can text "contact" to let you know once they are no longer in NY. or during a daily call they can let you know.
Once they leave NY, leave a note that they returned home and no longer in NY and close file as "traveler no longer in NY."
Why and how do we do preliminary work?
2. to look for duplicates
3. to look for rexexposures
Search full name of contact, last name, first part of id #, phone number in all open contacts and all contacts
A PCG contact was exposed on 3/3/21 and was positive for COVID-19 on 2/7/21. What do you do you?
Complete interview and get them to sign up for follow up.
(don't bring it to their attention) if they bring it up, explain you need to go through interview and quarantine until we can prove that positive result and you call back. gather testing info
Send supervisor an email so they could look in to see if they can exempt them
A contact has been missing SMS for a few days. what do you do?
call 3x rapid succession each day until end quarantine end date.
make note in both follow up section and top notes section of each attempt.
Once you have reached QT end date and the contact was lost in follow up: close file as "reached person, refused follow"
* do not change initial disposition *
A contact during an initial interview tells you they have symptoms and needs food and baby formula and is on food stamps. what do you do?
1. DO NOT CONVERT TO PUI
2. Make note (at top) of CSS needs and that they WILL need to be converted to PUI.
3. check yes to CSS needs in interview form
4. make notes of needs
5. check "high priority" and "pending"
6. Press "no do not convert to PUI" at bottom of form and submit
A contact tells you they tested 3 days before coming to NY what do you do?
Gather testing info and tell them you will update the record but will need to complete the interview quickly and have them sign up for SMS if/until further notice.
Politely and apologetically explain that since they are in our system, there may have been something entered incorrectly and you will update and submit documentation to try to fix the problem but for protocol purposes they will need to do follow up.
You find during preliminary work a contact's file you have also has multiple files. what do you do?
If you find a contact listed as a case: notify supervisor and email with id # so they can take a look to confirm and tell you how to proceed.
If you find other contact files:
see if they have the same name, DOB and/or address, and exposure dates and email supervisor with info ( don't put the names and dob/address in email, give id #s and exposure dates)