BPO Script: PCC Initial Call 1C – No SCCs

27 May 2021
Contacts Name:[Col_03] [Col_02]
Interpreter Account No: 652829 PIN: 3000
Begin Consult Transfer With Interpreter
ATIS Job #:
[Col_34]

Optional
Language :

Optional
Name:
[Col_03] [Col_02]
Phone Number:
[Col_09]
CRM ID:
[Col_01]
Date of Birth:
[Col_05] ([Col_16] years old)
Quarantine Start:
[Col_10]
Quarantine Day13:
[Col_11]
Quarantine End:
[Col_12]
Contact List Group:
[ListName]
Upload Date:
[UploadDate]

***IMPORTANT NOTES TO AGENTS***

• Please ensure to click "Save Record" button at end of call to save survey responses
• Please open Victorian Government public exposure site website before making the call
https://www.coronavirus.vic.gov.au/exposure-sites
• If at any point during the interview the person:
o is refusing to continue with interview add escalation note ‘Person declined
interview’
o is refusing to quarantine add escalation note ‘reports will not quarantine’
o safety is compromised (e.g., at risk of harm to self or others, in domestic violence
situation) operator to follow team process to address issue in the moment (i.e.,
notifying authorities) - and handover after call by adding escalation note ‘Safety is
compromised’
o reports any symptoms – advise them to get tested IMMEDIATELY. Look up a
testing site near them https://www.coronavirus.vic.gov.au/where-get-tested-
covid-19. Advise them to call 1300 651 160 to request at-home testing. Add
escalation note in other section - ‘reported symptomatic and advice on testing
given’.

OFFICIAL
"Hi, my name is <insert name>" "Am I speaking with [Col_03] [Col_02]?"
If YES:

ACTION: [Jump to INTRODUCTION]

If NO, they are not available now:

"When would be a good time to call back?"
ACTION: [Schedule call back in Genesys]
"Can I check that we have the correct mobile phone number for you?" [Col_01]
ACTION: [If number needs updated add ‘Contact details need updating’ to Escalation Notes with
update and click Finish]
If NO, this is the WRONG NUMBER:
ACTION: [Use 'Wrong Number' Wrap Code; and click Finish]

INTRODUCTION
“Hi <[Col_03]>, I am <your name> and I am calling on behalf of the Victorian Department of Health”.
“If you need an interpreter or would prefer to speak to someone in another language, please tell me
and I will arrange that for you.”
ACTION: [If yes, engage TIS]
“If you don’t understand what I am telling you or asking you to do, please tell me. I am happy to
repeat any information you need.
“This call is being recorded for training and quality control purposes. So that we can help you, we
may need to collect health information about you with your consent. It is important that you answer
these questions honestly so we can help keep you, your family, your friends and the Victorian
community safe. You can request a copy of our privacy policy for information about your privacy
rights and how the Department handles your personal information. Would you like me to email this
to you?”
[If yes, check email address and escalation note ‘Request privacy policy’]
“If you do not want your call to be recorded, please let me know now and we can go ahead without
recording.”
"Can you please confirm the spelling of your name, your date of birth, address including postcode,
and email address?"
Firstname: [Col_03] Lastname: [Col_02] Date of birth: [Col_05] Address: [Col_06], [Col_07], [Col_08]
email: [Col_?)]
[ACTION: Add Escalation note ‘Contact details need updating’ for email or ‘Other demographic
detail needs updating’ and add updates for the above]

CONFIRMATION OF EXPOSURE

“I am calling you today as we understand that you may have been at the same location as a
confirmed case of COVID-19. Can I start by confirming if you (OR your child) attended <exposure site
name> on <date> between <time frame>? If you need to refer to anything to help you respond,
including checking your phone or bank records, please do.”

OFFICIAL
ACTION: [Confirm exposure sites, dates and times on the website with person
https://www.coronavirus.vic.gov.au/exposure-sites]

If yes, was present at exposure site:

[ACTION: continue to QUARANTINE AND TESTING INFORMATION]

If NO, was not at exposure site:

CHECK NOT A CLOSE CONTACT AND/OR HAS NOT BEEN TO EXPOSURE SITES:
“Before I continue, I also need to check that you haven’t already been contacted by the department
to identify you as a close contact - either because of direct contact with a confirmed case of COVID
19 or because you have attended a known exposure site. Have you been told by the department you
are a close contact already?”

Options...

Optional

If YES, has been deemed close contact previously

ACTION: Ask that they follow previous instructions from the department regarding being a close
contact, thank them for their time and END THE CALL [use wrap code 'All Complete'] AND SAVE
RECORD

If No, was not at exposure site and has not been deemed close contact previously

“Thank you for confirming. Someone from the Department of Health will call you back soon to
discuss your contact status. In the meantime, the most important thing for you to do is to remain in
quarantine in your home or your usual residence until the Department of Health calls you back.
Thank you for your help in keeping the community safe”

ACTION: [Add note in escalation notes ‘Disputing quarantine status’]

ACTION: END THE CALL [use wrap code 'All Complete' AND SAVE RECORD]

QUARANTINE AND TESTING INFORMATION

“Because we have confirmed that you (OR your child) have been exposed to COVID-19 you are
determined to be a primary close contact. This means you are required to quarantine.”
“I need to give you some important information about what you are required to do, and let you
know what health, financial and other support is available to you.”
“I am now going to explain what you (OR your child) must do as a primary close contact. Again, if
there is something you do not understand, please tell me.”
“The most important thing for you to know is that because you have (OR your child has) has visited
an exposure site, you are (OR your child is) now required to quarantine.”
“This means that you (OR your child) must stay at your home or in your accommodation until an
Authorised Officer tells you your quarantine is finished.”
“You must not leave your home or accommodation except for medical reasons such as: obtaining
medical care or supplies, to get a COVID-19 test, or in an emergency or if you are unsafe.”
“You must not attend a workplace, childcare, school or any form of higher education.”

OFFICIAL
“If you do not quarantine as required, you will be breaking the law and may be fined.”
“I understand that this may be difficult, but quarantine of close contacts reduces the risk of
spreading COVID-19 to others.”
“I will provide some more details about how to quarantine and the support available to you in a
moment.”
“Do you understand what this means?”
IF NO: Clarify and respond, noting further advice on quarantine, hygiene and available support is
provided later
IF YES: Proceed
“Getting tested for COVID-19 will be an important part of your time when quarantining.”
“We recommend that you (OR your child) get tested now to see if you have COVID-19. If you are
going into quarantine away from the people you live with, get tested 24 hours after entering your
alternative accommodation.”
“I will tell you later in the call about how to get tested.”
“Then, get tested on or just after Day 13 of quarantine. This is because you are most likely to
develop COVID-19 within 14 days of your contact with the virus.”
“If your Day 13 test is negative, an Authorised Officer will confirm that you can finish quarantine on
Day 14. Remember, you must stay at home or in your accommodation until an Authorised Officer
tells you that you can leave.”
“If you do not get tested on Day 13, you must stay in quarantine for an extra 14 days. This means
you will stay in quarantine for a total of 28 days unless you get tested and receive a negative result.”
“As I mentioned before, you are required to quarantine to reduce the risk of spreading COVID-19 to
others and to keep the whole community safe. This is all part of stopping the virus spread.”

CONFIRMING QUARANTINE ADDRESS AND TIMEFRAME FOR QUARANTINE

"Now I will be asking you some questions about how you will be quarantining so we can give you the
most helpful information possible.”
“As I said, you are (OR your child is) required to quarantine.”
“From our records, you visited an exposure site) on <[Col_10]>.”
“This means you will need to stay in quarantine until at least <[Col_12]>.”
“So that I can give you the most helpful information possible to support you to quarantine, can you
please tell me your usual address?” (Currently recorded as: [Col_06], [Col_07], [Col_08])
“Is this where you (OR your child) will be quarantining?”
IF NO to QUARANTINE AT HOME:
“Can you please tell me the address where you (OR your child) will be quarantining?”
[ACTION: Add Escalation Note ‘Other demographic detail needs updating’ and add updates for the
above]
If YES to QUARANTINE AT HOME:
ACTION: [Proceed to CONFIRMING ABILITY TO SAFELY QUARANTINE AT THE ADDRESS]

CONFIRMING ABILITY TO SAFELY QUARANTINE AT THE ADDRESS

" Do you live alone or are you (OR your child) able to be alone at your place of quarantine?"

OFFICIAL
 Optional
If YES to LIVING ALONE:
“Great, please remember, that for the time you are required to be in quarantine, you (OR your child)
must not leave your home or accommodation except for medical reasons such as obtaining medical
care or supplies or to get a COVID-19 test, or in an emergency or if you are unsafe.”
“There is more information about hygiene, cleaning and how to stay safe online:
www.dhhs.vic.gov.au/staying-safe-covid-19”
“Do you have friends or family, who are not required to be in quarantine, who can drop off food or
other necessities to you? Remember that anyone delivering these items should not enter your house
or accommodation, or come into contact with you (OR your child) – if possible, they should leave
supplies at your front door.”
“Are you able to organise this?”
IF YES: ACTION: [Proceed to SUPPORT DURING QUARANTINE]
IF NO: NOT ABLE TO ORGANISE FOOD DROP OFF
“Support is available to help you access food or other necessities, if you call the Coronavirus Hotline
on 1800 675 398, they can help you.”

If NO to LIVING ALONE:
ISOLATE FROM OTHERS
“Please ask anyone in your household to quarantine alongside you until you are cleared by the
Department of Health.”
“If they can't do this, please consider the option for you to quarantine in hotel quarantine. If you call
1300 651 160, they can help you with accommodation options.”
“If you wish to quarantine at home with other people in the household, you must quarantine
effectively away from them.”
“To quarantine effectively from your household means that you:
• have your own separate accommodation/room
• have your own separate bathroom
• do not have any direct contact with other persons in the house
• do not use any shared facilities or communal spaces
• can have food dropped to the door, provided there is no direct contact”
“Can you quarantine effectively from the people in your household?”

If YES to QUARANTINE FROM OTHERS:

ACTION: [Proceed to SUPPORT DURING QUARANTINE]

If NO to QUARANTINE FROM OTHERS:

“If you don't think you (OR your child) will be able to quarantine safely and keep away from people
that you live with and you can’t organise alternative accommodation, you are eligible to quarantine
in a quarantine hotel at no cost or emergency accommodation may be available to you. If you call
1300 651 160, they can help you with accommodation options.”
ACTION: [If person indicates they cannot quarantine effectively add note ‘at risk of not isolating
effectively’ to escalation notes]

ACTION: [Proceed to SUPPORT DURING QUARANTINE]

OFFICIAL
SUPPORT DURING QUARANTINE
“Please remember that while you are (OR your child is) in quarantine, you/they must not leave your
home or accommodation except for reasons such as obtaining medical care or supplies, to get a
COVID-19 test, in an emergency or if you are unsafe.”
“Do you have friends or family, who are not required to be in quarantine, who can drop off food or
other necessities to you? Remember that anyone delivering these items should not enter your house
or accommodation or come into contact with you (OR your child) – if possible, they should leave
supplies at your front door.”
Are you able to organise this?
IF YES:
ACTION: [Proceed to ‘ONLY REASONS TO LEAVE HOME AND TESTING DATE’]
IF NO:
“Support is available to help you access food or other necessities, if you call the Coronavirus Hotline
on 1800 675 398, they can help you.”
ACTION: [Proceed to ‘ONLY REASONS TO LEAVE HOME AND TESTING DATE’]

ONLY REASONS TO LEAVE HOME AND TESTING DATE

“As I said, you (OR your child) must not leave your home or accommodation except for reasons such
as obtaining medical care or supplies, to get a COVID-19 test, in an emergency or if you are unsafe.”
“If you need to change locations during your quarantine, you must call us immediately to let us
know. I'll give you the number to call, it is 1300 651 160.”
“As I mentioned earlier, on Day 13 of your quarantine you should get tested for COVID-19. This is a
swab from the back of your throat and nose.”
“This test should be done on <insert test date [Col_11]>.”
“If you do not get tested on Day 13, you must stay in quarantine for an extra 14 days. This means
you will stay in quarantine for a total of 28 days unless you get tested and receive a negative result.”
“You can get tested on Day 13 by visiting a testing site if you can drive yourself, walk or ride a
bicycle, or you can call to arrange an in-home test on 1300 651 160.”
“Do not use public transport, a taxi or rideshare service. Your nearest testing sites can be found on
the department website: https://www.coronavirus.vic.gov.au/where-get-tested-covid-19.”
“It is important that you can be safe where you quarantine. If something happens during your
quarantine and it is no longer safe for you to stay there, emergency accommodation can be arranged
for you. Do not organise this on your own, call 1300 651 160 for support.”
“Please understand that if you do not quarantine, or if you leave quarantine without one of the
lawful reasons that I just outlined, then you will be breaking the law and may be fined.”
“Do you understand the requirement to quarantine and why you should get the Day 13 test?”
IF YES:
ACTION: [Proceed to DAILY TEXT MESSAGES AND KEEPING WELL]
IF NO:
“Quarantine measures and testing help stop the spread of COVID-19. By keeping separate from
those in your household you are keeping them safe. By not leaving your home or accommodation,
except for the reasons I outlined, you are helping keep the community safe.

OFFICIAL
If someone else in your home or accommodation also tests positive for COVID-19, you will likely
need to start a new 14-day quarantine period. As there is a greater risk that you may have COVID-19
as a primary close contact, you must be very careful to not spread it to others in your household.”
ACTION: [Proceed to DAILY TEXT MESSAGES AND KEEPING WELL]

DAILY TEXT MESSAGES AND KEEPING WELL

“During your quarantine you will get a daily text message from the Department of Health. If you do
not have a mobile phone, we will call you.”
“These daily messages will ask how you are feeling.”
“You will also receive a reminder about getting tested on Day 13 of your quarantine, and a final
message to let you know that your quarantine has ended.”
“Remember, you must stay at home or in your accommodation until an Authorised Officer tells you
that you can leave.”
“Please respond to our daily messages to let us know how you are feeling. If you don’t, you may
receive a call or a visit to check on you.”
“During your quarantine, if you experience any COVID-19 symptoms, however mild, you should seek
medical attention and get tested by:
• going to your GP – call ahead so they can prepare for your arrival and tell them that you
are under quarantine as a COVID-19 close contact
• calling the Coronavirus Hotline on 1800 675 398 for your nearest testing centre.”
“If you are severely unwell, seek urgent medical attention.”
“If it’s a medical emergency, please call 000.”
“After my call today, you will receive a text message that has a link to the ‘What to do if you are a
close contact’ factsheet.”
“Please read through the factsheet carefully. If you do not have access to the internet or would
prefer to speak to someone directly please call 1300 651 160.”
"Would you prefer this information in another language or to be posted to you?"

Optional
If YES to ANOTHER LANGUAGE:
"What language?" ACTION: [Add ‘language translation required’ request to escalation notes as well
if required]
[Col_35]

Optional
If NO to ANOTHER LANGUAGE:
ACTION:[Continue]
"You will also receive an email or letter notification that you have been determined as a primary
close contact.
What is your preferred email address for this notification?”
[Col_32]

Optional

OFFICIAL
Note to agent: An email is required to send notification and clearance notices to citizens. Please
reiterate the importance of the department obtaining an email address to provide prompt
notification and clearance notices to citizens.
"Would you also like to receive the Notice by posted mail to your quarantine address?"

Optional
[IF NO EMAIL ADDRESS, COMMUNICATION METHOD POSTAL ‘POST REQUIRED’, OR IF ‘LANGUAGE
TRANSLATION REQUIRED’ PLEASE NOTE IN ESCALATION NOTES]

ACTION: [Proceed to FINANCIAL SUPPORT]

FINANCIAL SUPPORT

“You may already be aware that the Australian Government is providing a once-off $1500 payment
to financially support workers who need to quarantine at home because they are (OR their child is) a
close contact.”
“Do you mind if I ask you a few questions to see if you are eligible for this payment?”

Optional
If NO to FINANCIAL SUPPORT:
[Proceed to next page]
If YES to FINANCIAL SUPPORT:
FINANCIAL SUPPORT QUESTIONNAIRE
"During quarantine will you:"
"Continue to work from home?"

Optional
"Receive a form of coronavirus (COVID-19) financial assistance such as job seeker?"

Optional
"Take sick leave from work?"

Optional
"Receive any form of income?"

Optional
If NO to ALL questions:
“So from what you've told me, you may be eligible for this payment.
Please visit the Services Australia website (www.servicesaustralia.gov.au) and follow the instructions
under the ‘payments and services during coronavirus’ section.
You can also call 180 22 66 to make a claim for the payment.”
ACTION: [Proceed to next page]

OFFICIAL
If YES to any of the questions:
"Based on what you've told me, it doesn't sound like you would be eligible for this payment I'm
sorry."
ACTION:[Proceed to next page]

ENDING THE CALL

"I understand that this has been a lot of information and this will be a difficult time for you. Do you
have any questions for me?"
"It’s really important to look after your mental health during this time, so I want to let you know that
extra support and help is available.
You can visit our mental health resources website https://www.coronavirus.vic.gov.au/mental-
health-resources-coronavirus-covid-19, or you can call Beyond Blue on 1300 22 4636 for counselling
and referrals at any time."
"Thank you for your time today and for helping keep Victoria safe. We will be in touch but if you
have any questions or need support in the meantime, you can call the 24-hour coronavirus hotline
on 1800 675 398 at any time. Thank you. "

Has this interview been completed?

[Col_20]
ACTION:[End call. Check escalation notes are complete. Click Finish and complete WRAP-UP]

OFFICIAL