Public Consulting Group

Contact Tracer Supervisor

Job Locations US-OH
Posted Date 3 days ago(1/13/2022 5:43 PM)
Job ID
# of Openings
Customer Service/Support
Temporary Assignment
Practice Area
Ohio Contact Tracing


The Contact Tracing Supervisor is responsible for overseeing a team of contact tracers as they reach out to Ohio residents who have come into close contact with a COVID-19 infected individual. Contact tracers provide the exposed individual with guidance on isolation and quarantine measures and answer questions they might have. The Supervisor will serve as a guide and oversee contact tracers as they generate lists of close contacts of cases and conduct daily outreach. The Supervisor will be responsible for onboarding new contact tracers, delegating work, ensuring all policies and procedures are followed by staff, performance, and productivity monitoring, communicating issues and questions to local health departments, and supporting case interviewers/contact tracers where necessary.

This position is full-time (5 days/week). Supervisors will be assigned a set schedule for 35-40 hours/week to ensure coverage between 8:00am- 8:30pm daily. The position is temporary based off the needs of the project and the conclusion of the contract. Because the call center is open 7 days per week until from 8:00am - 8:30 pm, night and weekend work is required.  PCG is committed to building a diverse staff and strongly encourage applications from candidates of color



  • Carry out supervision, quality assurance, and performance management of a team of contact tracers.
  • Act as an information source, answer contact tracer questions and give instructions and guidance as needed. This includes staying up to date on the most recent guidance from the CDC and Department of Health regarding COVID-19 and ensuring that case interviewers/contact tracers understand and can communicate this guidance to cases/contacts.
  • Review cases and contact investigations for completeness and quality assurance. Provide feedback and retraining as needed.
  • Prepare and direct schedules, monitoring attendance of contact tracers, scheduling breaks and shifts as necessary.
  • Manage and direct the daily activities of contact tracers including assigning daily cases and ensuring that work is evenly distributed.
  • Lead LHD, schools and other community outreach efforts with standardized communication plans and practices to include clarifying reports, highlighting successful collaboration efforts and other opportunities as relevant
  • Attend, follow-up and resolve any issues or concerns arising during case investigation / contact tracing. This includes following-up on cases/contacts with missing contact information, liaising with clinical team on complicated case exposures and escalating to the County and Regional COVID Coordinators/contact tracing support team if high-risk individuals cannot be reached.
  • Share relevant information with investigation teams and data managers so that positive cases can quickly be identified, followed up with, and entered into appropriate databases.
  • Conduct performance measurement, monitoring, and evaluation of all contact tracers to improve the efficiency.
  • Onboard new contact tracers and carry out coaching and supplementary training to ensure that contact tracers acquire the appropriate support to apply the best skills and knowledge on the job.
  • Hold regular check-ins with contact tracing team to identify common themes in issues they are experiencing as they conduct outreach and work to efficiently resolve issues and monitor performance.



  • Current Ohio resident
  • High school diploma or equivalent
  • 3-6 months’ training/experience in supervisory principles and techniques.
    • OR training/experience as ombudsman in governmental agency or private sector.
    • OR experience as Customer Service Assistant 3 (64433) for assigned agency.
    • OR equivalent of Minimum Class Qualifications for Employment noted above.
  • Full time availability (minimum of 35-40 hours per week).
  • Experience working directly with diverse populations and individuals with complex needs.
  • Ability to flex communication style to multiple cultural environments
  • Ability to organize and prioritize tasks with attention to detail.
  • Experience working in a remote setting.
  • Ability to handle confidential information with discretion and professionalism
  • Must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift. 
  • High proficiency in the use of a personal computer, data entry, Office 365, and Microsoft Teams. Must have personal equipment to use that meets the following requirements:
    • This position requires that you have a computer with Windows 10 or a Mac with Apple OS X 10.13.
    • We recommend having antivirus protection like windows defender and firewall on a PC or Sophos on a Mac.
    • Tablets of any kind (iPads, Surface Pro, etc.) may not be used to perform this job.
    • A headset or headphones with a microphone is required. A wired headset is recommended. Employees are not permitted to use personal phones to conduct contact tracing.
    • Computer RAM required – 2GB
  • Must have access to good/reliable and secure WiFi. Internet connection must be capable of speeds of 2Mbps upload and 4Mbps download.

Preferred Skills:


  • Experience in a healthcare, medical, public health, community social services, or related setting.
  • Experience supervising employees.
  • Experience conducting interviews.
  • Bachelor’s degree in public health, social work, or another related field preferred.

EEO Statement

Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.


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