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Play video starting at ::5 and follow transcript0:05
The purpose of this module is to expand your understanding of what a contact 
tracer is able to do. 
And provide you with the skills and 
knowledge to appropriately interact with your community.

Play video starting at ::20 and follow transcript0:20

The role of a contact tracer goes beyond simply seeing individual patients and 
is important to understand your responsibilities in the context of 
a larger structure and support system.

Play video starting at ::33 and follow transcript0:33

For the purposes of this module, we have identified three major 
learning objectives that you will be able to accomplish after this session. 
First, you will be able to engage in real world settings to inform and 
educate individuals about COVID-19. 
As a content tracer, you will experience a variety of 
interactions with different people in different environments. 
And it is important to be as professional as that person diversity is possible.

Play video starting at :1:3 and follow transcript1:03

Second, you will be able to understand the inter sectional impact of 
COVID-19 in a deeper context.

Play video starting at :1:11 and follow transcript1:11

While COVID-19 has a significant impact on an individual health, 
the effects of the pandemic can and will bleed into other social, political, 
and economic aspects of an individual's identity. 
Knowing the potential for these larger effects will prepare you to better 
interact and support patients you work with.
Play video starting at :1:31 and follow transcript1:31
Last, you will be able to identify your role as an advocate and 
resource within your own community. 
As a local contact tracer, 
you share the responsibility in maintaining your community's health. 
And understanding your abilities working with support systems that already 
exist around you. 
And this will greatly help your ability to assist your patients. 
Education is one of the most important aspects of your role as a contact tracer.

Play video starting at :1:59 and follow transcript1:59

Because of your direct interactions with many people, 
you will often be the first person individuals will come to with questions. 
Therefore, it is important to have both the correct information about COVID-19 and 
be able to express the information well to patients. 
As a contact tracer, 
it is important that you have access to a steady stream of reliable information. 
The situation surrounding COVID-19 can change almost daily. 
Even on a local level. 
Because of this it is important to stay up to date with COVID-19 recommendations and 
look at reliable sources. 
While this generally applies to information about resources or 
legislation, it can also extend to how we even approach the illness itself. 
For example, do you remember at one point we were told we didn't 
need to wear masks if we weren't sick. 
And we now know that masks are essential to stopping the spread of COVID-19. 
In order to provide the most effective care for patients it is vital to 
routinely follow responsible media and convey this information to patients. 
Getting reliable information. 
Many sources is this for getting reliable information about COVID-19, and 
these sources are often very easily assessable. 
One of the best resources you can use if you have one is to consult your primary 
care physician.

Play video starting at :3:27 and follow transcript3:27

It is important to have an open line of communication with a medical professional 
who knows you and is able to answer your questions. 
This applies to patients as well, 
for patients who are not sure about their personal immune system, or 
specific costs and precautions they need to take their primary care physician is 
the best resource to get highly specific information and attention.

Play video starting at :3:51 and follow transcript3:51

For more general understandings of health policy as well as population level steps, 
TV and news radio can be a great tool to recognize and 
follow proper safety protocols. 
However, make sure the news you watch is staffed by medical experts 
sharing validated, scientific information.

Play video starting at :4:11 and follow transcript4:11

Lastly, information posted on credible websites is also a valid 
free as a good resource to counsel as well. 
Organizations such as the Center for Disease Control and Prevention or 
the World Health Organization can provide national or global health information. 
While local health departments or 
the Mayor's office can provide information you need to your county or neighborhood. 
Avoid misinformation. 
In such uncertain times it is tempting to resort to an information that is most 
readily apparent viral or shocking. 
As a contact tracer, it is important that you treat all the information that you 
see with the scrutinize an eye and do a significant amount of individual.

Play video starting at :4:55 and follow transcript4:55

Research to come to fact based conclusions on your own. 
Many of the studies or data circulating on social media are unverified 
are from very uncertain sources. 
So it is important

Play video starting at :5:11 and follow transcript5:11

to take those hot button theories with a grain of salt until you can 
verify the information yourself from one of the trusted sources mentioned before. 
Moreover, as important as it is to recognize misinformation, 
it is also important to refrain from spreading misinformation. 
Unless you are absolutely sure to something you have heard or 
seen as verifiable and true. 
Do not share it with your patients or spread it in your social circles. 
As some may take it to heart and 
make unwise health decisions based on the information you share. 
Speaking of social circles, it's important that you capitalize on your role as 
a contact tracer and talk to people around you about COVID-19. 
And tell them about steps they can take to protect themselves and others. 
While this is obviously true for patients that you will directly interact with, 
it is also important that you do the same with anyone you know or are familiar with. 
This includes family members, friends, co workers, 
faith members, community members or member from local organizations you're a part of.

Play video starting at :6:12 and follow transcript6:12

Your role as a content tracer will allow people to listen to you more intently and 
take your word more seriously. 
And this is important to be responsible and 
active with the knowledge that you have. 
While talking to patients in the community about COVID-19, 
it is important that you talk about their own feelings and 
concerns and validate the experiences that they have.

Play video starting at :6:36 and follow transcript6:36

Also, it's important to emphasize that while these feelings are valid, 
the protective measures for COVID-19 are necessary and important. 
Social distancing, for example, is meant to flatten the curve of COVID-19, 
and limit the interactions of individuals to keep contact at a minimum. 
Being six feet apart at all times greatly reduces the risk of getting 
infected by another person. 
And not only makes the patient themselves safer, but 
also protects the people around them. 
Face mask and frequent hand washing also very important hygienic steps 
to take to reduce the spread of COVID-19. 
While people will be receptive to your test as a contact tracer, there will also 
be many patients who have concerns about contact tracing when interacting with you. 
In these instances, 
it is important that your patients know that you are listening and 
emphasizing with them and genuinely want to address their concerns. 
These concerns generally come from a place of confusion or misinformation and 
it is important to recognize their emotions and 
respond compassionately with the right information. 
The following slides include some questions that you may experience as 
a content tracer, as well as suggested ways to answer those questions. 
Why do I need to wear a face mask when adults feel sick?

Play video starting at :8:1 and follow transcript8:01

In this scenario, the patient is skeptical about needing to wear face masks. 
This is a very common concern for many people. 
And since there are communities where the use of a face mask is not mandated, 
many think they're unnecessary, 
here it is best to respond with specific information about how the virus spreads. 
As well as a more personal example that may make more sense to the patient. 
For example, 
you can say, we can spread COVID-19 to others even when we don't feel sick. 
We are also contagious two days before feeling any symptoms. 
Wearing a face mask will not only protect you from getting the virus but 
will also protect others. 
If we both wear face masks are protecting you and you protect me. 
Each person gets COVID-19 useless press the bar is to at least two to three others 
that they did not take precautions. 
Then those two the three people spread to an additional two to three 
people and so on. 
And this way the contact tracer are both provide scientific information, 
as well as a more layperson explanation of how the virus spreads. 
I cannot stay home and quarantine, I have to get food and work and care for 
my family. 
For many people, self quarantine and 
social distancing seems undoable because of the nature of their jobs or finances. 
For these individuals that may not have the ability to get paid working from home, 
COVID-19 can have an unexpected impact on their financial security.

Play video starting at :9:35 and follow transcript9:35

Individuals such as these would therefore often say they can't quarantine. 
And these scenarios it is important to 
recognize that the person can feel like they are between a rock and a hard place. 
Because of this, 
the best stuff to take is to provide the patient with resources to help to care for 
themselves and their family and encourage them to stay home if they can. 
The following response is a good example of this.

Play video starting at :10:1 and follow transcript10:01

If you have COVID-19 or if you have been a false contact with someone with COVID-19, 
I'm asking that you try to stay home so the virus will not spread. 
I can put you in contact with services to help you with your needs during this time. 
Do you know anyone who can go grocery shopping for you and 
perhaps leave food at your door? 
If you take a medication, do you have enough medications at home now? 
For others COVID-19 simply does not seem like a big concern, 
especially in early stage of the COVID-19. 
Many people thought it was no worse than the flu and therefore the test normally. 
Fresh individuals may say I am healthy and not in the high risk group. 
If I get COVID-19, I'll be okay and I'll survive. 
In this case, it's important to correct any misinformation and quickly and 
compassionately empathize that COVID-19 is more than just an individual disease 
that can affect entire communities and populations have not taken seriously. 
An example with the following. 
Let the patient know you hear what they're saying. 
You feel healthy and do not have health problems. 
You are correct. 
The healthy people usually do well. 
However, there are some healthy people who still get very sick if they get the virus. 
We also want to think about those around us who are not as healthy, and 
should try not to pass the virus to them because they may not do as well.

Play video starting at :11:23 and follow transcript11:23

Also, many patients will make a direct comparison, 
asking, is COVID-19 just like the flu?

Play video starting at :11:31 and follow transcript11:31

An appropriate response to this question is to first acknowledge 
why the patient may think or why they have this assumption.

Play video starting at :11:41 and follow transcript11:41

The best approach is to simply provide evidence showing that COVID-19 
is significantly different than the flu, 
especially when it comes to infrastructure to deal with it. 
The following response may work well.

Play video starting at :11:54 and follow transcript11:54

I understand why you think that, as symptoms are similar at first.

Play video starting at :11:59 and follow transcript11:59

However, while the flu has been studied for much longer and 
we have vaccines for the flu, the same is not true for COVID-19. 
There's still a lot we don't understand and we lack standardized vaccines and 
treatment for it.

Play video starting at :12:14 and follow transcript12:14

I also have the freedom to go wherever I want and do what I want. 
Others can also refute the idea of social distancing or safety precautions 
on principle ascending as such limitations are against all civil liberties. 
Patients may feel like they can do what they want when they 
want because of freedom. 
For such patients it is important to acknowledge their frustrations as valid 
and understandable. 
Then be sure to provide context for the specific sacrifices they are making and 
how it will benefit the community as a whole. 
If everyone practices social distancing. 
Such as this response, while social distance and 
staying home policy will certainly be an inconvenience for many people. 
The comparative trade off is well worth it to protect lives and 
advice of other Americans as well. 
COVID-19 can disproportionately impact immunocompromised or 
impoverished individuals more than it may impact you. 
While it's inconvenient for you, is life threatening for others. 
By practicing social distancing, you can walk quiet well possibly save lives.
Play video starting at :13:22 and follow transcript13:22
Lastly, many patients will be skeptical of the media coverage and 
information reported regarding COVID-19, saying,

Play video starting at :13:31 and follow transcript13:31

I don't believe COVID-19 is as big a deal as the media is making it out to be.

Play video starting at :13:37 and follow transcript13:37

In these cases, it is important to provide real world examples of true stories and 
events related to COVID-19. 
As well as provide a collaborative approach to going through news or 
research together to help the patient will last us for 
verity of COVID-19, such as the following.

Play video starting at :13:56 and follow transcript13:56

There are many stories of medical providers on Facebook providing just how 
intense and overwhelming COVID-19 has been to the emergency healthcare system. 
Perhaps some of these stories can help give you a better understanding of 
what we're dealing with, many independent research centers and think tanks have 
researched the impact of COVID on both the economy and the death toll. 
Perhaps we could go over some of the data so 
you can see how pandemic has changed over the past few months. 
Moreover, as a contract tracer, 
you will interact with many different populations that will each have unique 
health needs that you should be prepared to address and assist. 
Some of these groups are being vulnerable populations. 
Then we'll have additional communication barriers. 
And for those groups especially it is important to use 
extra effort to provide high quality care. 
Some of these groups include homeless individuals, 
individuals who speak various languages, 
individuals from different cultures and individuals without transportation. 
Contact tracers will need to interview a variety of people from a variety of 
populations. 
To help understand and how to interact with these populations, 
please watch the following videos addressing non English speaking, 
homeless and hearing impaired population.
Play video starting at :15:19 and follow transcript15:19
Please review the following article about homeless populations and 
COVID-19 before moving to the next slide. 
Another major barrier for contact tracers is the difficulty of communicating with 
individuals that may not have a firm grasp of English asset 
contact tracer cohorts should reflect the diversity of the communities they serve, 
including tracers who speak the languages of these diverse communities.

Play video starting at :15:48 and follow transcript15:48

In Houston, for example, 
many individuals speak Spanish or Vietnamese rather than English. 
And it's important to plan accordingly by training contact tracers that are well 
versed in these languages. 
While interacting with such patients, be sure not to have assumptions, and 
ask them what language they would prefer to communicate in. 
Then make sure you have access to a variety of interpreters to communicate 
more effectively and 
make sure all information is properly conveyed when necessary. 
Similar to language barriers, cultural barriers can also make it harder 
to convey information about COVID-19 respectfully and accurately. 
Therefore educational teams should represent the cultures and 
the communities that they serve.

Play video starting at :16:38 and follow transcript16:38

More than just having the benefit of familiarity. 
People of similar cultures can more easily establish trust, speak in culturally 
competent ways to facilitate understanding and more accurately understand and 
navigate cultural barriers that others may not be aware of.

Play video starting at :16:59 and follow transcript16:59

Lastly, transportation barriers can also significantly 
impact the access individuals have information about COVID-19. 
Many people don't have access to transportation such as cars and 
therefore can be cut off the medical care and other necessary resources.

Play video starting at :17:18 and follow transcript17:18

As a contact tracer, you can refer to organizations who may help with 
deliveries of such needs, such as food, mask, and medication, so that 
anyone that is struggling to get these essential goods can have access to them.

As a contact tracer, 
it is clear that your work will largely revolve 
around working with a diverse group of individuals. 
However, while this is 
true for the patients you will see. 
This is also true for 
other contact tracers that you will work with. 
By its very nature, contact tracing 
requires a large group of people working 
together to accomplish a very important goal 
of minimizing the spread of COVID-19. 
This Feb module will not only teach you 
how to work with patients in this capacity, 
but also how to interact with 
other contact tracers to make your tasks more manageable.

Play video starting at ::50 and follow transcript0:50

First and foremost, your role as 
a contact tracer means that you will spend 
the majority of your time working with 
the public and the people you interact with 
will often be others in 
unique social networks that you are 
unfamiliar, or unexposed to. 
Therefore, it is important to approach 
contact tracing with an open mindset and 
accepting mentality as you will interact with 
many different individuals for many different political, 
religious, and cultural backgrounds. 
Because you will meet with so many different people, 
it is important to interact with any and all peers 
or community members with respect and compassion. 
While it is impossible to be 
a completely unbiased person, 
it is possible to analyze 
your own biases when interacting with others 
and consciously make an effort to leave them at 
the door when you interact with community members. 
A good way to limit the impact 
of your own bias is to refrain from 
making assumptions about another individual's working, 
or living conditions. 
It is impossible to get 
the full story about someone at first glance, 
and as a contact tracer, 
you have the ability to get to know someone 
more deeply without having to make assumptions. 
Of course, you will undoubtedly 
work with individuals that may not appreciate, 
or understand the work that you are 
doing for a variety of reasons. 
When your patient's approach you by 
being argumentative or defensive, 
it is important to respond with compassion and empathy, 
like the scenarios discussed on the previous module, 
engage community members 
by generally providing information, 
or reasoning that they may accept better 
rather than restating 
the same things for getting frustrated.

Play video starting at :2:41 and follow transcript2:41

By its very nature contact tracing 
is only effective if is done by a group of people 
who can communicate well to breach 
gaps of distance, and accessibility. 
Because you have no idea who 
exactly someone have interacted with before meeting them, 
there's a good chance that 
the social networks you learn about will 
be out of reach for you due 
to distance, or cultural barriers. 
Therefore, it is important to reach out to individuals 
that have more access to communities than you might have. 
Ultimately, the role of 
a contact tracer is either a 100 percent or zero percent. 
It is important to be thorough to 
isolate clusters with complete certainty, 
and the best way to accomplish that task is to 
rely on other contact tracers as well.

Play video starting at :3:34 and follow transcript3:34

Contact tracing is not simply another nine to five job. 
There are real consequences when 
contact tracing is done poorly, 
and people can be put in 
unnecessary danger if the job is not taken seriously. 
Therefore, contact tracers needs 
to be diligent and hard working to make 
sure every connection is detailed and 
every individual is informed and isolated. 
Again, the only way to 
completely accomplish this task is to work with 
other contact tracers and healthcare providers to 
ensure that a target network is completely contained. 
While many people that you will interact with have 
the means and resources to 
deal with COVID-19 appropriately, 
there will be several individuals that 
have been disproportionately affected by the pandemic, 
such as immunocompromised, or 
socially economically different managed populations. 
In these scenarios, it is important 
to be respectful, understanding, 
and compassionate to help respond 
to any fear that such individuals may have. 
However, compassion and respect should 
not take the place of diligence and dedication, 
but rather support for them and 
more effectively carrying out your role. 
When having such difficult conversations 
make sure to emphasize the identity of 
your patient as a human being and individual 
first rather than talking 
about them in the context of COVID-19. 
By emphasizing the virus instead of 
the person you may unknowingly 
dehumanized and therefore make 
it harder to convey the information you need to, 
or provide the care that you wish to provide. 
Therefore, instead of using words like contact, infected, 
or risk be sure to 
regularly use the patient's name and qualify 
your statements by identifying the patient as 
an individual before talking about COVID-19. 
However, no matter how sensitive, 
or kind you may try to be there will be 
some populations who simply lack the lived experience, 
or background to properly empathize, 
or connect in a way that is respectful and informative. 
In such scenarios where conversations 
are particularly sensitive or difficult, 
it is best to consult another contact tracer to 
speak on your behalf that may share similar cultural, 
linguistic, or social backgrounds of the patient. 
When patients see providers who 
are like them and can understand them, 
they are far more likely to be 
receptive to the information, 
and the quality of care they 
receive can be much higher if you are 
cognizant about your own identity and 
privileges before interacting with others.

Play video starting at :6:26 and follow transcript6:26

Here are some example phrases that should help guide 
you when having to give bad news to patients. 
Again, make sure to 
emphasize the identity of the patient as 
an individual and human being 
before going into specifics of COVID-19, 
for example, a possible phrase would be, "Unfortunately, 
the investigation that we have 
conducted has led us to believe that you, 
John, might be positive for 
COVID-19 and have the potential to spread it to others. 
How can I best help you understand what this 
means and what steps you need to take at this time?" 
As well be sure to comfort and encourage your patients 
continuously when they are processing 
their emotions and the information 
that you have provided them, 
make sure that they know that you're 
supporting them and are resource for 
them to rely on in 
such troubling times such as the following, 
"I imagine this will be 
difficult to adjust to as a mother, 
or father, or student, or a laborer. 
But I assure you we can take steps to 
ensure this has minimal impact on your life."

This last module we'll show you how to engage in 

your community beyond directly interacting with patients. 
As a contact tracer, 
you have the ability to work with 
other organizations in your local community 
to respond to COVID-19 in 
the most comprehensive way possible. 
To do so, it is important to recognize 
your role as one individual at a much larger network, 
and the impact you have will be much larger if you are 
able to communicate with and 
assist the community partners around you. 
First and foremost, it is important to 
recognize that you are a valuable as a contact tracer. 
In light of COVID-19, 
many community organizations are 
overwhelmed and understaffed 
while still trying to provide 
essential services to the people who need them. 
As such, contact tracers are very 
important because people like you can 
go beyond simple researching social networks 
and directly collect 
information about the health of a neighborhood like 
the boots on the ground that community partners need. 
In doing so, you can add 
to the already existing workforce of 
community initiatives and make 
a much greater impact than what is 
simply listed in your job description. 
Contact tracers also have a lot of 
privileges that other community partners may not have 
because they're able to have 
more personal connections with the individuals in 
the community that much larger organizations 
may not have access to. 
Because of your ability to directly and 
individually interact with patients, 
you're able to sustain conversations that 
large organizations do not have 
the time or the resources for. 
This knowledge can help you see 
the potential impacts of COVID-19 that may directly 
affect your own local community in ways that a 
clinical appointment or a community organization may not. 
The most important thing to remember when collaborating 
and getting information from 
your patients is to be yourself. 
You will have plenty of your own life experiences and 
personality to draw from 
in order to connect with patients. 
As a contact tracer, 
your ability to engage with others as 
a real human being will help them understand 
that they are not alone and give them 
more courage to tackle 
the problems that they must now face. 
Genuine empathy is the most 
important when it comes to interacting with 
such patients as honestly wanting to 
understand and know another person can help 
lower walls and open people up to be 
more perspective to the aid 
from others in their community. 
We spoke about intersectionality in a previous model. 
This diagram perfectly illustrates just 
how broad the impacts of COVID-19 can be. 
For people who may be economically disadvantaged, 
COVID-19 can lead to problems in 
nutrition by not having access to healthy food. 
It can access or make housing impacts 
by disproportionately impacting the homeless. 
It can affect mental health for many people that are 
not used to being isolated or working from home. 
Other impacts like insurance, 
education, health literacy, income, 
and transportation can all be impacted by 
COVID-19 and create 
unpredictable circumstances for patients. 
In such cases, it is important to be well equipped with 
an understanding of the resources in your community 
that can help alleviate these large-scale impacts. 
The best way to help respond to these impacts is, 
of course, to get involved. 
There are already many community partners 
across the country 
who have already been working 
diligently to deal with COVID-19. 
As a contact tracer and community member, 
you can identify the community partners who interests 
you in getting directly involved to offer your skills, 
time, and labor as a contact tracer. 
In many communities, 
these partners can be local chapter of 
a nationwide organization or something more small-scale, 
like a faith-based organization 
or a community gathering center.

Play video starting at :4:33 and follow transcript4:33

The best way to have 
the strongest impact is to engage with 
community partners who you personally 
relate to and identify with. 
Different community partners will often 
target different socioeconomic groups. 
So the best way to make a strong impact is to find 
a community partner who can use 
your own learned experiences, 
so that you can connect with others that may 
already have had harder times accepting or finding help. 
Some examples of such group 
could be a local faith center, 
clinic, food pantry, or school. 
If you're limited by 
the immediate community partners around you, 
you can also get involved online by participating in 
crowdfunding or other online programs to 
raise money and disseminate information. 
In the context of contact tracing, 
coalition building is the process of 
joining forces with other community partners and 
individuals to achieve a goal 
that is too big to achieve on one's own. 
Because of how widespread COVID-19 is, 
any goals that you might have will require 
coalition building in order to 
be carried out effectively. 
Essential goals can often be 
condensed into three categories; 
identifying support services to 
separate and assist contacts, 
enhancing communication to provide 
more information to the public, 
or increasing collaboration within 
your community to help flatten the curve. 
One excellent example of 
coalition building in the context of 
COVID-19 is the COVID-19 Community Tracing Collaborative, 
a group of organizations 
brought together by the Commonwealth of 
Massachusetts to help better manage the virus. 
The collaborative itself is made up of a variety of 
different community partners with 
different backgrounds and skills, 
such as public health departments, local boards, 
community health centers, and academic institutions. 
Each of these entities address 
COVID-19 at a different level, 
and it is important to have this broad perspective in 
mind as you create a coalition yourself. 
While coalition building is 
an excellent structure to begin responding to COVID-19, 
it is important to recognize that it is 
necessity rather than an option. 
In the past, contact tracing has involved 
state and local public health departments 
for tracking diseases, 
such as measles and HIV. 
In both of these contexts, 
we knew how a contagious disease was 
spread and we were prepared to respond appropriately. 
However, because we still 
know such little information about COVID-19, 
traditional methods of contact tracing 
will not be feasible as 
many states have or soon will 
reopen society following the pandemic. 
In order to properly address this situation, 
new approaches are absolutely necessary.

Play video starting at :7:35 and follow transcript7:35

Because of the extent of COVID-19, 
many states will need 
more resources to meet the need for contact tracers. 
COVID-19 is such a problem that 
many state public health departments 
are not adequately equipped to 
meet the demands in their community due to 
the underfunding and constant changes 
in information we have about the virus. 
Therefore, public health officials 
and medical professionals will need to create 
new strategies that broaden 
the framework for what public health 
is beyond federal and state health departments alone. 
To meet the demand, other parties, 
such as non-profits and community members, 
will have to be included, 
and it is in this state that contact tracers will 
have the most value due to their training and ability. 
Thankfully, the private sector has 
already started to support and augment 
public health departments due to 
the clearly large burden 
such departments are facing after 
working with such a large outbreak. 
We now know that a huge number of 
people are needed to effectively contain the virus, 
and coalition building will go 
a long way in making that happen. 
More importantly, now is 
the perfect time to engage in coalition building as 
the resulting community ties will 
help build the trust that is 
necessary for such programs to prosper and be effective. 
As more and more individuals in groups become 
involved in supporting contact tracing, 
it is important that anyone who is able to do their part 
to help respond to the severity of this pandemic, do so.