*Training* COVID-19 Vaccine Assistance Call Script

Call Center Agent Name*

First Last

Note: If you are seeing this message you are not using the launch link. Please ensure that you are using the InContact launch in the MAX client.

Thank you for calling the Connecticut COVID-19 Vaccine Appointment Assistance Line. My name is _______ and I would be happy to assist you today. I would like to start by asking you a couple of quick questions to better guide the call.

---Agent Instruction Only---*

Please select your Skill from your InContact MAX client

Scheduling Skill
Text Alert

1. Do you speak a language other than English?*

Yes
No

What Language do you speak?*

Do you need an interpreter?*

Does the patient need an interpreter?

Yes
No

	Language Line Instructions
	1. Use Conference Hold to place the limited English speaker on hold.
	2. Dial: 1-800-822-5552
	3. Please the provide the representative: a) Access Code: 5 7 4 1 0 0 (if you are asked for a Client ID provide 863882) b) Provide the representative with the language needed c) Provide 6 Digit Employee ID # d) Provide 3 Digit Program # (219) An Interpreter will be connected to the call.
	4. Brief the Interpreter. Summarize what you wish to accomplish and give any special instructions.
	5. ADD THE limited-ENGLISH SPEAKER to the line.

2. Are you calling today looking for me to book you an appointment to receive the COVID-19 vaccine? Or are you calling about something else or with a different question?*

Yes
No
N/A (Call Back, No Answer)

Emphasize the word APPOINTMENT when reading this question to the caller. You want to determine whether the caller is looking for us to make a vaccine appointment for them or whether it is about something else (general vaccine questions, concerns, etc).

May I please have your zip code?*

If the caller does not know their zip code, that is okay. Enter 05999 in the box. Call agent may want to jot down the zip code as you may need it later and it will prevent you from having to ask the caller for it again.

Unfortunately, the vaccine is in short supply – across the nation and here in Connecticut. And, as a result, the vaccine appointments that we can make available through this telephone line are fully booked at this time.

However, it is important to know that there are other vaccine clinics - at pharmacies, hospitals, and other providers - that we don't book for through this line that may have appointment availability. I would encourage you to visit www.ct.gov/covidvaccine for information on other potential scheduling options. This link will assist you in finding alternate options in your community, and that may include pharmacies at Walmart, CVS, and Walgreens.

And, if you would like, I can also take down your cell phone number so that we can send you text message alerts when there is new appointment availability.
Can I register you for text message alerts?

Thank you for answering those questions. How can I help you today?*
General Vaccine Questions
VAMS Questions
Vaccine Eligibility Information
Other

What other thing do you need help with?*

For general vaccine questions: Access the following link for the page of vaccine Frequently Asked Questions on the Connecticut state vaccine webpage. Try and answer the caller's question using the FAQs on the webpage and provide the caller with the ct.gov/covidvaccine website and explain how there is a lot of information on the website, including an FAQ page. https://portal.ct.gov/Coronavirus/COVID-19-Vaccinations---FAQs

For VAMS (Vaccine Administration Management System) help: Click on the following link for information about VAMS and tips for individuals who are struggling to use it: https://forms.ctunitedway.org/vams-tips-for-troubleshooting. VAMS is the federal CDC system that many vaccine clinics are using to schedule vaccine appointments. The system is complicated and not easy to use, especially older adults. If the caller just has a question about VAMS, we should try and answer it and provide information and support. However, if VAMS is too complicated for the caller and they haven't yet booked an appointment, you can offer to give them other ways to make an appointment. If doing that, please change the answer to YES for Question 2 and continue with the form to get information about appointment booking.

For a link to the VAMS enrollment form and other information about the process of using VAMS to schedule an appointment at one of the vaccine clinics using VAMS, go to: https://portal.ct.gov/Coronavirus/COVID-19-Vaccinations---VAMS-Support

Eligibility: Individuals age 65 and older are currently eligible to schedule appointments for the vaccine (as are the Phase 1a healthcare workers and medical first responders). The other populations included in Phase 1b (such as individuals age 65-74, individuals under age 65 with certain health conditions, and frontline essential workers) will be able to start scheduling in the coming weeks. Callers should be given the website address below to monitor for the most updated information - the easiest way for a caller to access the web link is to go to ct.gov/covidvaccine and click on the 'Check My Eligibility' button. Use this link for more information about the phases of the rollout and who is currently eligible: https://portal.ct.gov/Coronavirus/COVID-19-Vaccination---Phases

For All Other Questions: Refer caller to the general 211 line (you can offer to transfer as well) and let them know the 211 line is open 24/7. Also, provide the caller with the www.211ct.org website and let them know that information and resources can be found there too.

Here is the voicemail to leave

Hello, this is the Connecticut COVID-19 Vaccine Appointment Assist Line returning your phone call. We're sorry that we missed you. At this time we have a number of vaccine appointments available at several locations. If you are still in need of scheduling an appointment, please visit www.ct.gov/covidvaccine for additional information about scheduling options. You are welcome to try the Vaccine Appointment again in a few days, when additional vaccine appointments may be available. Thank you and have a nice day.

No Live Answer Call Disposition*

Left Message
No Answer

3. Thank you for answering those questions. I would be happy to help you with exploring appointment options. Do you (or the person you are helping make an appointment) currently live or work in the State of Connecticut?*

Live in CT
Don't live in CT, but work or are attending school in CT
No, do not live in CT or work in CT

Call agents: In order to receive the vaccine in CT, individuals must be currently living in CT or must be working in CT.

In order to receive the vaccine in Connecticut, you do need to be currently living in CT or working in CT in an eligible workforce sector. This information is clearly posted on the ct.gov website at https://portal.ct.gov/Coronavirus/COVID-19-Vaccination---Phases

For out-of-state callers, refer them to www.211.org to find the contact information for their state's 2-1-1 line. They can call that line for information about where they can be vaccinated in their own state.

4a. Are you 18 years of age or older or scheduling this appointment on behalf of someone who is 18 years of age or older?*

Yes
No

4b. Are you 16 or 17 years of age or scheduling this appointment on behalf of someone who is 16 or 17 years of age?*

Yes
No

At this time, the CDC has only approved the Pfizer vaccine for 16 and 17 year olds

Vaccinations are only authorized for those 16 and over at this time, and more research needs to be done to develop a vaccine for children, but we are hopeful that there will be an update in the future.

If under the age of 18, will you be accompanied to your appointment by a parent or legal guardian?*

Yes
No

Even though you are eligible to receive the vaccine now, most facilities that will vaccinate you without a parent or guardian present will require you to submit a form if your parent or legal guardian can not be present.

You will need to contact the health provider to ensure that you fulfill the requirements.

Do you need additional help with transportation to get to a vaccination site?*

Yes
No

I can give you a special code that will allow you to get to your appointment or appointments using UBER. Will that work for you?*

Yes
No

I can give you a special promo code that will allow you to get to your appointment or appointments using Uber.

Please note that this will not work for the Pratt & Whitney location
The promo code must be applied in the Wallet section of your Uber app prior to requesting your ride to your vaccine appointment.
The promo code can only be used on rides that begin or end at your vaccine appointment.
The discount is valid for up to $30 off the maximum of four (4) UberX or XL trips.
If any one-way trip is more than $30 the payment method connected with your Uber app will be charged
Information about how to apply promo codes and troubleshooting tips can be found here: http://t.uber.com/promo-help

Will that work for you?*

Here is your Uber promo code, please write it down and then use it with the Uber app to get a ride to your vaccination. This code will only work to get you to vaccination sites that are close to where you live. The code is 10MVUWCT.

I have another option of having a transportation specialist call you prior to your appointment to help you arrange transportation. You must book your vaccine appointment at least 48 hours from now. You can use this for any location except for Pratt & Whitney. Will this work for you?*

Yes
No

OK, should you change your mind, please give us a call back, or you can book an appointment without transportation.

I will need your name for the transportation specialist, what is your first name?*

What is your Last name?*

What phone number can the transportation specialist call you on?*

Agent: Please click here to go to the transportation request form. You will need to enter the person's name and phone number. When you are done you can close the tab and continue here.

Everyone must have an appointment to receive the vaccine so let’s explore some options that may have availability.

Provider	Vaccine Site: 9/17/2021 – 10/7/2021	Open Slots
	Grand Total:	1,797
Cornell Scott	Cornell Scott Hill Health – Dixwell – 1st Dose	1,449
New Haven Health Dept.	New Haven Health Dept. (City of New Haven Residents ONLY) – 1st dose ONLY – Pfizer	300
New Haven Health Dept.	NH Homebound ONLY	48

Appointment availability is currently pretty limited at many of the sites we can book for. Does it sound like any of these options would work for you?

Agent: Additional booking options are shown below, but may need to be booked directly.

For all Vaccination sites in Connecticut
click here to search the CT COVID-19 Vaccination Portal

NEW HAVEN COUNTY:
FOR NEW HAVEN RESIDENTS ONLY: New Haven: New Haven Health Department’s clinic at 54 Meadow Street (1st Floor) in New Haven, which is across the street from Union Station train station.
New Haven: Cornell Scott-Hill Health Center at 226 Dixwell Ave, New Haven. 1st Dose only — No minors
New Haven: Cornell Scott Wilson Library, at 303 Washington Avenue, New Haven. No Minors.
New Haven: Yale New Haven Health at Floyd Little Fieldhouse at 476 Sherman Parkway, New Haven, CT. Minors must be accompanied by a parent / guardian or have written parental consent. – PFIZER
New Haven: New Haven homebound. Appointment is booked with the City of New Haven Dept of Public Health. A vaccinator and an EMT will arrive at client address within a three hour window.

5. Would you like me to try and book you an appointment at one of these locations?*

Adult Vaccinations

Everyone must have an appointment to receive the vaccine so let’s explore some options that may have availability.

Provider	Vaccine Site: 9/17/2021 – 10/7/2021	Open Slots
	Grand Total:	1,797
Cornell Scott	Cornell Scott Hill Health – Dixwell – 1st Dose	1,449
New Haven Health Dept.	New Haven Health Dept. (City of New Haven Residents ONLY) – 1st dose ONLY – Pfizer	300
New Haven Health Dept.	NH Homebound ONLY	48

Appointment availability is currently pretty limited at many of the sites we are able to book for. Does it sound like any of these options would work for you?

For all Vaccination sites in Connecticut
click here to search the CT COVID-19 Vaccination Portal

Agent: Additional booking options are shown below, but may need to be booked directly.

NEW HAVEN COUNTY:
New Haven: Yale New Haven Health at Floyd Little Fieldhouse at 476 Sherman Parkway, New Haven, CT. Minors must be accompanied by a parent / guardian or have written parental consent. – PFIZER

5. Would you like me to try and book you an appointment at one of these locations?*

Will vaccinate minors

Okay we can discuss some other options you have. Why won’t this (these) locations work for you?*

Too far away
Cannot use a drive thru site
Homebound
VAMS
Other

There is an online Homebound Intake form you can fill out at https://dphsubmissions.ct.gov/homebound. If you do not have access to a computer/internet, I can complete the form on your behalf. agent: click on the link to open the form in a new window

There are many other vaccine clinics located throughout the state that each have different ways for eligible individuals to make appointments. Did you have a particular location in mind or should I do a search for the location closest to you?

And do you have access to a smartphone, tablet or computer to make an appointment on the internet? Or should I see if I can find a location that allows for scheduling appointments by phone?

Okay. Let me go to the www.ct.gov/covidvaccine website to do a search for vaccine clinics for you. One moment please.

Call Agent Instructions:

1. Go to www.ct.gov/covidvaccine and enter the caller's zip code in the box in the top right hand corner of the screen. You will be redirected to the 211 CT website to view search results.
2. Scroll through the list on the left and offer the caller the first few options to see if they are interested in any of them.
3. Once caller expresses interest in one of the locations, click on the blue 'More Details' bar to open up the listing and provide the caller with all of the details.
4. If caller cannot use an online system to book an appointment and doesn't have friends/family to help them, you can click on the orange 'Filter These Results' button at the top of the list, select 'Phone Appointments' and then select 'Apply These Filters to Results.' This will give you a view of the vaccine clinics that offer appointment booking by phone.
5. Once you have found a vaccine clinic that seems like a good option for the caller and provided the caller with the details from the website listing, look BELOW to see if there are any additional SPECIAL INSTRUCTIONS to follow for that location.

SPECIAL INSTRUCTIONS FOR CALL AGENTS FOR CERTAIN VACCINE CLINIC LOCATIONS:

Yale - Any location where the listing mentions going to https://covidvaccine.ynhh.org/: Provide the caller with the information from the listing on the website and also offer to transfer the caller to Yale's scheduling line. (If caller agrees to transfer, transfer them to 475-246-9780. The line is available seven days a week from 7am-7pm for transfers from 211 call agents).
Griffin Hospital: FOR 211 CALL SPECIALISTS ONLY - DO NOT PROVIDE PHONE # TO CALLERS: If caller is from Derby, Seymour, Monroe, Shelton, or Ansonia and WANTS AN APPOINTMENT AT GRIFFIN IN DERBY, CT and has technology limitation, 211 CS can offer to warm transfer the caller to Griffin Hospital for help making an appointment by phone (call agent can warm transfer to 203-533-4670 M-F: 7am–4 pm, Sat/Sun: 7-11am, do not give phone # to caller). Callers who have scheduled 1st dose appointment at Griffin through VAMS, need to also schedule 2nd dose appt through VAMS and not the call center.

Would you like to receive texts when appointments are available through us?*

Yes
No

Caller Notes

Brief call description

United Way Forms

Training COVID-19 Vaccine Assistance Call Script