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Contact Tracer – Team Lead

Ontario Ministry of Health

This is a Contract position in Ontario, ON posted October 7, 2020.

Position Summary:A Contact Tracer Team Lead provides public health support in the fight against COVID-19. The contact tracer is responsible for reaching out to people (contacts) who have been exposed to a COVID-19 positive person and provides guidance and support on self-isolation. Dialogue with contacts will be guided by standard protocols. This position will require prioritization, prompt action, and attention to detail in documentation. Contract tracers are required to follow all designated scripts and comply with policies and procedures regarding confidentiality and data security for the handling of sensitive client information and health information.  The team lead is responsible for supporting a team of contact tracers by answering questions, listening to calls to ensure compliance and give coaching, handle escalations, and hold the team accountable to protocols and targets.  Contact Tracer Essential Functions:* Initiate prompt communication by phone with people exposed to a COVID-19 positive person (contacts). * Employ dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic interviewing skills to build rapport with contacts of varied backgrounds.  * Verify the contact’s identity during initial communications and prior to disclosing confidential information. Assure confidentiality and carry out efforts to locate and communicate with clients in a manner that preserves the confidentiality and privacy of all involved. * Notify the contact of their exposure to COVID-19, following a script or guidance to provide COVID-19 health education.  * Provide approved information and guidance on self-isolation procedures and what to do if symptoms develop. Provide information for testing, healthcare, and other supportive services, as needed, per local protocols. * Conduct daily check-ins to assess signs/symptoms via locally designated method.  * Record data in provincial case and contact management IT system.  * Inform the team and supervisor when attempts to communicate with a contact are unsuccessful. * Elevate complex situations to supervisor for further guidance. Required Qualifications:* Experience leading a group of 10+ customer service or customer-facing representatives.* Strong verbal and written communication skills, including active listening and emotional intelligence. * Ability to interact in a non-judgmental manner with culturally diverse populations and persons experiencing a wide range of social conditions. * Critical thinking and problem-solving skills, and the ability to use sound judgment in responding to client issues and concerns. * Ability to read and write in English. * Ability to adapt to changing environments and receive constructive feedback. * Ability to use discretion, maintain confidentiality and ethical conduct. * Ability to work effectively with all levels of staff, establishing and maintaining collaborative professional relationships.  * Strong time management skills (organization, prioritization, multitasking). * Ability to work independently and as part of a multidisciplinary team. * Proficiency with use of computers (desktop, laptop, tablet). * Proficiency with MS Office 365 (i.e., Outlook, Word). * Proficiency with use of mobile devices (smartphones, mobile apps).  Preferred Qualifications:* Experience conducting telephone-based or in-person interviews, data collection, and data entry are preferred.  * Experience with health education, community outreach, linkage to care, social services, or other public health services. * Bilingual skills—fluency in the primary language(s) of the geographic area and communities assigned to support. Minimum Educational Qualifications* High school diploma or General Education Development (GED) equivalent with up to two years of applicable community experience.  Preferred Educational Qualifications* Associate degree or equivalent with up to one year of applicable community experience.  * Bachelor’s degree or higher from an accredited college or university, with no experience.  The Details: This is a full-time, temporary position (6-month contract) for Ontario Ministry of Health. You’ll be set up to work remotely. Wage will be between $22 per hour. We’re currently hiring for: * Days: Wednesday to Sunday.* Shifts: 8am to 4pm, and noon to 8pm.Please note that due to the high volume of applications for this opportunity, only candidates that match the qualifications—based on experience, test scores and availability to work currently needed shift openings—will be contacted to move forward with an interview.