How many inquiries have the COVID hotline received?
Since COVID began, we’ve had almost 4,500 inquiries. Some days we don’t get that many; others, we get a lot. It depends on what is going on with COVID. If it is a surge, we have a lot of people calling to register for testing at the Lab. With the latest surge, many people called to report infections or close contact with someone who tested positive. We take that information and send it on to Health Services. Calls to register for testing at the Lab; that’s a constant. We also get questions about protocol around travel, when they have to test, questions on meetings, and visitors coming to the Lab.
What are the challenges of staffing the COVID Information Hotline?
One of the challenges we have is contractors who are tested, but we don’t have their information, so we have to track them down. The contractors who are on site don’t have an employee number or Lab e-mail address.
Everything changes from week to week and month to month as far as mandates and requirements, especially around masks. Keeping on top of that and putting out an accurate, current message, including updating the website.