COVID-19 Call Script

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Across
  1. 2. ___ statements go a long way to building rapport and helping the contact feel more comfortable.
  2. 4. Quarantine instructions are different for ___ workers.
  3. 5. When you are positive for COVID-19 you will need to __.
  4. 8. Because you (or minor) came in close contact with an individual with COVID-19 you will need to for 14 days.
  5. 9. The script must be read __
  6. 12. ____ statements are used to help create transitions within a conversation that explain what will happen next and/or allow you to move into the next part of the conversation.
  7. 13. Apply the __ rule when dealing with an irate caller.
  8. 15. Can you ___ this is the phone for <insert contact name here>.
Down
  1. 1. If you refuse to quarantine: The Department of Health is required to send you and ____.
  2. 3. Be sure to report to the system even if you are not ___.
  3. 6. During your quarantine, we use a confidential system called _____.
  4. 7. Some demographic questions in the script are ___
  5. 10. Do you have any ___ about quarantine?
  6. 11. It should take less than a __ to submit a report.
  7. 14. Just remember, messages will come from ___ and not from PA Department of Health.