*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 quick questions to better guide the call.

---Agent Instruction Only---*

Please select your Skill from your InContact MAX client

Scheduling Skill
Text Alert

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 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 caller does not know their zip code, that is okay. Enter 05999 in the box. Call agent may want to jot down 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 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 roll out 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. If you still need help with a vaccine appointment, please call us back at 877-918-2224. We are available 7 days a week from 8am to 8pm. Information about scheduling options is also available by visiting www.ct.gov/covidvaccine. 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 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.

4. And are you (or the person you are helping make an appointment) 55 years of age or older? Or are you a Phase 1a healthcare personnel or a medical first responder?*

Yes
No

Call agents: Please note that residents and staff of congregate care facilities are also eligible to be scheduled for the vaccine. And individuals who identify themselves as Department of Corrections (DOC) staff are also currently eligible for the vaccine as they are part of 'congregate care' staff who have also been getting vaccinated through a closed process. Please offer to schedule appointments for individuals who identify as DOC staff.

Are you a Pre-K to 12 teacher, school paraprofessional, school custodial staff, school food service provider, school bus driver, or childcare provider (or in-school administrative staff)?*

Yes
No

Call agents: For more eligibility details, visit the State's vaccine portal website here.

What school district do you work for.*

Right now, appointment scheduling is only open to healthcare workers and medical first responders, as well as residents and staff of long term care and congregate facilities, and individuals age 55 and older. Additionally, Pre-K to 12 teachers, school paraprofessionals, school custodial staff, school food service providers, school bus drivers, and childcare providers (as well as in-school administrative staff) are also be eligible.

What about individuals who aren't eligible and who maybe thought they would be eligible soon (frontline essential workers, individuals with health conditions)?

In an effort to ensure that Connecticut continues taking the most equitable and efficient approach to quickly administering the COVID-19 vaccine to as many people as possible, the State has decided it will continue with an age-based approach to expanding eligibility to the vaccine. The state believes that this approach will get EVERYONE vaccinated much more quickly than previous plans, and will speed up the timetable by which we get control of the virus. Under the new plan, scheduling is anticipated to open on March 22nd to ages 45 and older, on April 12th to ages 35 and older, and on May 3rd to ages 16 to 34. You can continue to monitor the ct.gov/covidvaccine website and the news for further announcements. And, of course, you are always welcome to call us back here at the CT COVID-19 Vaccine Assist Line at 877-918-2224. We are open 7 days a week from 8am-8pm.

5. Great! You are eligible to receive the vaccine now. Everyone must have an appointment to receive the vaccine so let’s explore some options.*

Appointment availability is currently pretty limited at many of the sites we are able to book for. However, there is availability at a large drive-thru site in Danbury as well as the Parker Memorial Community Center in Hartford. And there are three other large drive-thru sites that may still have some appointment availability in the next three weeks. Those sites are the Pratt & Whitney Air Field in East Hartford, the Lord & Taylor parking lot in Stamford, and the Wesleyan University Vine Street parking lot in Middletown. Could I look to book you an appointment at one these sites?

[AGENT INSTRUCTIONS: IF CALLER SAYS NO, MOVE ON WITH THE SCRIPTING IF CALLER SAYS YES, LOOK FOR APPT IN APPT+ AT ONE OF THOSE SITES]

Okay, let’s look to see if there are any other options. What county do you live in?

FAIRFIELD COUNTY:
Stamford: Drive-thru vaccine clinic at the Lord & Taylor parking lot in Stamford at 110 High Ridge Rd (lower lot entrance).
Danbury: Drive-thru vaccine clinic at the Danbury Mall at 7 Backus Ave in Danbury.
Danbury: Danbury Health Department walk-thru vaccine clinic at Rogers Park Middle School in Danbury at 21 Memorial Drive.
Greenwich: Yale New Haven Health at Brunswick School at 1252 Kings Street. (Limited Appt Availability!)
Bridgeport: Yale New Haven Health at University of Bridgeport at 400 University Ave in Bridgeport

HARTFORD COUNTY:
Hartford: Hartford Healthcare at the Connecticut Convention Center; 100 Columbus Blvd, Hartford.
East Hartford: Drive-thru vaccine clinic at the Pratt & Whitney Airfield at 12 Runway Rd in East Hartford (near Rentschler Field and behind Cabela's)
Hartford: Parker Memorial Community Center walk-thru clinic at 2621 Main Street, Hartford (run by Trinity Health).
Hartford: South End Senior Center walk-thru clinic at 830 Maple Avenue, Hartford (run by Trinity Health).
Bristol: Bristol Hospital walk-thru clinic at 41 Brewster Rd in Bristol.

LITCHFIELD COUNTY:
[INACTIVE - NO NEW BOOKINGS!] Kent: High Watch Recovery Center walk-thru clinic at 17 Old Barn Road in Kent.

MIDDLESEX COUNTY:
Middletown: Drive-thru vaccine clinic at the Wesleyan Vine Street tennis court parking lot in Middletown. It is at 75 Vine Street, which is the intersection of Vine St and Knowles Avenue.

NEW HAVEN COUNTY:
New Haven: Cornell Scott-Hill Health Center at 226 Dixwell Ave, New Haven.
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.
FOR NEW HAVEN & EAST HAVEN RESIDENTS ONLY: Fair Haven Community Health Care at Wilbur Cross High School at 181 Mitchell Drive in New Haven.
New Haven: Yale New Haven Health at Floyd Little Fieldhouse at 476 Sherman Parkway. (Limited Appt Availability!)
West Haven: Yale New Haven Health at West Campus at 100 West Campus Drive, Building 410. (Limited Appt Availability!)

NEW LONDON COUNTY:
Ledyard: Hartford Healthcare at the Foxwoods Casino, 350 Trolley Line Blvd. Ledyard, CT 06338.
Norwich: Hartford Healthcare at 11 Stott Avenue, Norwich.
Uncasville: Yale New Haven Health at Mohegan Sun Earth Convention Center, 1 Mohegan Sun Boulevard in Uncasville.

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

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
No transportation
Homebound (agent: let caller know the state is working on setting up mobile providers)
Other

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