POSITION SUMMARY
TDB supports the AG client onsite at the United States Capitol Police (USCP), a Title II/Legislative Branch agency, in the Office of Human Resources. This position will manage an established USCP COVID Hotline and provide administrative support as needed. The hotline operates 24/7 and requires coverage for 3 shifts as follows 7:00am to 3:30pm; 3:00 pm to 11:30 pm; and 11:00pm to 7:30am, 7 days per week. These position(s) will be conducted on the client site in Washington, DC. This position is for a ON-CALL person who is able to work when needed any shift.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answering phone calls from USCP employees regarding exposure to COVID-19 or reporting they have COVID-19
- Performing data entry of employee information, test results, etc.
- Provide referral recommendations for testing and/or medical treatment.
- Maintain complete and accurate record of calls.
- May conduct telephonic interviews with patients who are infected with COVID-19, and refer their close contacts in for examination and screening.
- Conduct telephonic outreach for contacts to inform them of potential exposure.
- Support contacts and patients in collaboratively developing a quarantine (and if applicable, testing) plan to minimize the transmission of COVID-19 to others.
- Ensure all data collection pertaining to COVID-19, is collected utilizing approved data collection tools and procedures.
- Complete all necessary training to remain up-to-date in contact tracing best practices related to COVID-19.
- Ensure that appropriate progress notes for all contacts are documented for each contact in the appropriate tracking tool.
- Provide excellent customer service to internal and external customers
- Communicates in a clear and timely fashion with other members of the COVID-19 team, including but not limited to other Contact Tracer team members & managers,
- Works with manager and team to create flow charts, workflows, and document tracking processes as needed.
- Monitors CDC/city/county/state updates on COVID-19 guidelines or mandates.
- Responds to calls from employees with COVID-19 related concerns, gathers information, and assesses risk factors to the overall workforce.
- Calls contacts of COVID-19 diagnosed employees to gather information and inform contacts of potential exposure.
- Communicates with contacts in a professional, empathetic, and sensitive manner.
- Collects and records information on current symptoms, current health status, and possible high-risk settings into Contact Tracing/Contact Information Management system.
- Provides information regarding self-isolation, daily symptom monitoring, and access to testing.
- Recognizes symptoms, infectious periods, and medical guidance available from the CDC and the Office of the Attending Physician
- Actively listens to individuals and addresses concerns regarding health and safety with empathy and sensitivity; communicates effectively with individuals across varying backgrounds and cultures.
- Performs other administrative tasks as assigned during shift work and when not responding to hotline requests which take first priority over other administrative work.
QUALIFICATIONS, KNOWLEDGE AND SKILLS
- 1-2 years of administrative experience supporting either a private sector company or Federal entity.
- Prior call center or customer service experience is highly desired.
- High School Diploma or GED.
- Tech savvy skills with strong working knowledge of the MS Suite including Outlook, Word, and Excel
- MS SharePoint experience is highly desired.
- Exceptional attention to detail required.
- Strong “organizational” skills are required to multi-task across several task areas.
- Possess excellent customer and communication service skills, demonstrate patience and understanding when responding to clients needs or concerns.
- Self-starter with the ability to work independently.
- Experience responding to COVID 19 contract tracing requests desired.
- Comfortable and experienced following established protocols, processes and decision trees and learns and understands the chain of command when interacting with USCP leadership.
- Possesses skill and understanding to escalate appropriate matters to other levels within USCP or only providing guidance or answers when they are definitive as defined in protocols.
- Ability to care, keep and store personal matters in protected, sensitive systems and protect personally identifiable information in alignment with agency protocols.
- Ability to collect, review, evaluate and interpret information to include correspondence with employees, agency leadership, medical practitioners and investigators as necessary.
- Ability to input and retrieve data, identify trends in reported data, and present data and trends to employees, management, supervisors and others as may be appropriate.
- AVAILABLE ON-CALL any shift.
OTHER SPECIFICATIONS*
- Operation of a PC in an office environment.
- This is a primarily sedentary position.
- Some bending, light lifting may be required.
- Must be willing to work on site in SW Washington, DC.
- Must pass a standard USCP suitability check.
EEO STATEMENT
TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
Federal Contractor and E-Verify compliant.
Required Skills
Required Experience