Public Consulting Group

Contact Tracer

Job Locations US-PA
Posted Date 2 months ago(7/23/2021 4:03 PM)
Job ID
2021-6870
# of Openings
1
Category
Customer Service/Support
Type
Temporary Assignment
Practice Area
Pennsylvania Contact Tracing

Overview

Contact Tracer Overview:

 

PCG will hire and train a team of staff working remotely to support the PA Department of Health and Local Health Departments (LHDs) to perform COVID-19 contact tracing and case investigation in communities across Pennsylvania.

 

The aim of this initiative will be to call every person diagnosed with COVID-19, establish all contacts of this person, and proceed to call and maintain ongoing communication with every contact. In addition, the team will support the isolation and quarantine of individuals. This includes virtual needs checks and referral to community resources as needed. This contact tracing initiative is in tandem with statewide-wide efforts to increase testing, improve communication and knowledge of effective strategies to reduce transmission, and implementation of isolation and quarantine.

 

Current Pennsylvania resident required

Responsibilities

The Contact Tracers will maintain ongoing communication with contacts to assess symptoms, ensure compliance with quarantine and determine social support needs and/or handle reporting of issues that arise. Contact Tracers are required to follow set scripts and adhere to policies and procedures. They will also comply with Department training regarding confidential information related to personal information.

 

Specific duties of Contact Tracers are as follows:

 

Contact Tracers shall contact individuals identified by the Department as having tested positive for COVID-19, provide isolation guidance to those individuals, and send those individuals an electronic case investigation survey.

 

Contact Tracers shall contact individuals who have been identified as close contacts of individuals who have been diagnosed with COVID-19, provide quarantine guidance and information related to COVID-19, offer support services during quarantine, and monitor the close contacts for symptoms throughout the quarantine period.

 

Contact Tracers shall receive and process data entry requests such as line listings of close contacts for schools, daycares, and other organizations with accuracy.

 

Contact Tracers shall monitor, notate, and respond to incoming citizen inquiries about COVID-19 contact tracing and case investigation.

 

Contact Tracers shall communicate with close contacts in a professional and empathetic manner maintaining emotional and cultural awareness.

 

Contact Tracers shall collect and enter information about the symptoms and needs of close contacts into the Contact Tracing Management System with accuracy. Contact Tracers shall not create separate files or databases outside of the appropriate IT systems as approved by the Department.

 

Contact Tracers shall provide close contacts with information about the Department’s isolation and quarantine guidance, and if appropriate, refer the close contacts to testing according to Department protocol or to a Social Support Coordinator, or both, based on assessed need.

 

Contact Tracers shall follow a script provided by the Department to inform close contacts about the importance of isolation or quarantine and what to do if symptoms are present or develop.

 

Contact Tracers shall work collaboratively with Case Investigators from the Department and the Contractor and the Social Support Coordinators through an integrated workflow across multiple systems.

 

Contact Tracers shall maintain daily contact with the applicable Contact Tracer Supervisor.

 

Adheres to contact center scheduling, ensures telephone coverage during contact center hours of operation

 

The contact center will operate 7 days a week, Evening and/or weekend work may be required.


The position is temporary and may end at any time depending on the demand.

 

Current Pennsylvania resident required

Qualifications

Qualifications:

• Current Pennsylvania resident required

• Must be 18 years of age or older. 
• Remote, work from home environment
• Ability to speak, read, and write English clearly and concisely
• Employment is contingent on completion of a background check by PCG
• Own telephone, computer, wireless internet (WiFi) and electronic equipment. 
• Must have access to a working PC with Windows 10, Antivirus Protection: Windows Defender and Windows Firewall; or Mac with Apple OS X 10.13, Antivirus Protection: Sophos; and personal mobile device to use for this job.

Preferred Skills:
• Experience conducting interviews
• Experience working in a remote setting
• Experience working with diverse populations and individuals with complex needs
• High proficiency in the use of a personal computer, data entry, Office 365, and Microsoft Teams
• Bilingual or multilingual (e.g., full fluency in a language other than English)
• Ability to exhibit a professional, positive attitude and independent work ethic
• Ability to show empathy to distressed individuals and assist with identifying solutions to problems identified
• Adheres to established levels of service
• Excellent organizational and communication skills
• Sound judgment required
• Ability to handle confidential information with discretion and professionalism

 

Current Pennsylvania resident required

EEO Statement

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.

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