Training Package for Supervisors and Managers of COVID-19 ...



Training Package for Supervisors and Managers of COVID-19 CASE INVESTIGATION AND CONTACT TRACING PROGRAMSFacilitator GuidanceEvery effort has been made to obtain permissions for content from external sources where required. If protected material has inadvertently been used without permission or altered, or for general questions or feedback on content, please contact Kristina Grabbe at Kristina.Grabbe@.Every effort has been made to obtain permissions for content from external sources where required. If protected material has inadvertently been used without permission or altered, or for general questions or feedback on content, please contact Kristina Grabbe at Kristina.Grabbe@.Jhpiego is a nonprofit global leader in the creation and delivery of transformative health care solutions that save lives.In partnership with national governments, health experts, and local communities, we build health providers’ skills, and we develop systems that save lives now and guarantee healthier futures for women and their families. Our aim is revolutionizing health care for the planet’s most disadvantaged people.Jhpiego is a Johns Hopkins University affiliate.Published by:Jhpiego CorporationBrown’s Wharf1615 Thames StreetBaltimore, Maryland 21231-3492, USA? Jhpiego Corporation, 2020. All rights reserved. IntroductionAuthor Acknowledgements These materials were created by Jhpiego under the leadership of the Baltimore City Health Department (BCHD), as part of the Baltimore Health Corps Initiative and BCHD’s Covid-19 Response Program. Development of this curriculum was led by Chantelle Allen (Jhpiego), in collaboration with Jennifer Breads (Jhpiego), Jennifer Snyder (Jhpiego), Kristina Grabbe (Jhpiego), Erica Troncoso (Jhpiego), Meg Bertram (Jhpiego), Anna Schauer (BCHD), Jaeson Smith (BCHD), and Emily Clark (BCHD). Special thanks are due to partners for their review and contributions, namely Jennifer Martin (BCHD), Kyle Aune (Johns Hopkins University), and Maryland Department of Health (MDH). Before We Begin0934720Decision Point!BCHD has made specific operational decisions that work best within BCHD’s structure and abilities. Based on your organization’s goals and resources, some material and activities will require adjustment. Examples include:Case assignment and follow-up strategiesDecision Point!BCHD has made specific operational decisions that work best within BCHD’s structure and abilities. Based on your organization’s goals and resources, some material and activities will require adjustment. Examples include:Case assignment and follow-up strategies1971675934720Contextualize!BCHD has specific organizational structures, human resources policies, and IT solutions in place for this project. Based on these factors for your organization, some material and activities will require adjustment. Examples include:Case investigation platformVideochat software (e.g. Zoom vs Microsoft Teams)Contextualize!BCHD has specific organizational structures, human resources policies, and IT solutions in place for this project. Based on these factors for your organization, some material and activities will require adjustment. Examples include:Case investigation platformVideochat software (e.g. Zoom vs Microsoft Teams)3943350934720Remote vs. Onsite!BCHD elected to conduct hybrid onsite training for supervisors supplemented by videochat and screensharing via Zoom to allow for proper physical distancing and day-to-day operations fully onsite. Depending on how your organization chooses to conduct training and operations, some materials and activities will require adjustment. Examples include:Auditing live callsMonitoring workforce productivityData privacy and HIPAA complianceRemote vs. Onsite!BCHD elected to conduct hybrid onsite training for supervisors supplemented by videochat and screensharing via Zoom to allow for proper physical distancing and day-to-day operations fully onsite. Depending on how your organization chooses to conduct training and operations, some materials and activities will require adjustment. Examples include:Auditing live callsMonitoring workforce productivityData privacy and HIPAA complianceThese materials were originally developed for use by BCHD and have been adapted here to provide a general guide for other organizations needing to train contact tracing supervisors. As such there are areas of this guide that will require adjustment to meet your organization’s specific needs. Content that may require adjustment will be noted throughout this guide and the accompanying slides by one of these three icons: Materials requiring adjustment may appear within this training course the way they were developed for BCHD as an example but will be best presented if your organization’s specific processes and software are used instead. Finally, the information presented here are based on guidelines for best practice and recommendations by the CDC accurate as of the date of this document’s creation. Efforts will be made to keep this information as up to date as possible as official guidelines are updated, but your organization should verify the accuracy of case clearance timelines and other guidance on an ongoing basis.Preparation, facilitation and follow upGeneral program preparationChoose your platform or software for case investigation and contact tracing management. This guide assumes the availability of a sandbox environment for testing and training.Choose your working environment. Options may include a fully onsite, fully remote, or hybrid workforce. Take into consideration the current background transmission in your area as well as operational limitations that may enable or prohibit proper physical distancing among your public health workforce.Choose your training environment. A training environment mirroring your working environment may or may not be the best approach (e.g. instruction and troubleshooting in the early phases of training may be more challenging in a completely virtual setting). Consider conducting training in a hybrid setting where participants are physically onsite but join virtually hosted training sessions from their personal workspaces to avoid crowding in shared spaces. One-on-one in person instruction can be accommodated with proper PPE when necessary, but close contact can generally be minimized.Choose your virtual meeting platform (if applicable). Make sure the meeting platform you’ve chosen has the ability to share the facilitator’s screen (including audio and video) and to sort your participants into breakout rooms. Other useful features include the use of polling, providing on-screen annotation, and recording. This training uses Google Jamboard () to brainstorm and share thoughts and ideas. Ensure your training facilitators have had adequate time to learn the platform and are competent in using all of its features.This training also makes use of assessment tools maintained on the Jhpiego Learning Management System (LMS) for tracking completion and scores. Ensure your training facilitators have a way of delivering and tracking completion and results for any required assessment tools. Adapt and create your supervisor and manager job aids (e.g. Supervisor Cheat Sheet, Clearing & Closing Records, etc.), relevant policies and guidelines, and other training tools.Decide on how to distribute training materials (handout physical copies of slides, reference materials, job aids, case study materials; or make available in online space, etc.). Options may include physical copies in folders or binders, or digital copies in cloud-based repositories. Consider your training environment (in-person, remote, hybrid), as digital copies may be difficult to view during virtual training, but remote training may present a challenge for delivering hard copies to trainees.The week beforeConfirm protocols in training material are up to date.Confirm the list of participants and contact information for the Manager and Supervisor Training. Send request for hard copies of any materials (training binder) to be printed, including any changes that need to be made from previous week, or ensure online repository is up to date and accessible.Set up virtual meeting or schedule in-person meeting space with adequate space to accommodate proper physical distance. Send invitation to participants by email and calendar appointment and include both agenda and virtual meeting link.Confirm link for Jamboard is working.Confirm that any changed material is uploaded to the LMS Manager and Supervisor Orientation.Confirm a colleague to participate in Day 2: Ask me anything...DuringEnsure participants complete the pre- and post-training self-assessment; review pre-training assessment once complete.Troubleshoot virtual conferencing and document access issues for participants as needed.Use breakout rooms and Jamboards as outlined in the schedule and slide notes.Facilitate discussion and troubleshoot any questions raised. Escalate questions or concerns to senior management as necessary. Note any glitches or changes that need to be made to the materials.Afterwards Review pre- and post-training self-assessment and facilitation feedback to identify any issues or opportunities for improvement.Share summary results, noting anything to be brought to attention of your organization’s management including changes to be made to the materials for the next orientation session.ObjectivesBy the end of the orientation, supervisors and managers will be able to:Describe your organization’s goals, objectives and strategies for case investigation and contact tracing.Explain the roles and responsibilities of supervisors and managers and how they contribute to achieving the goals of the contact tracing initiative.Demonstrate the supervisory responsibilities and functions in contact tracing protocols and your contact tracing software platform.Discuss the important role of data in contact tracing.Explain the human resource management responsibilities and tasks.Describe strategies and approaches to manage and support their team to achieve the highest performance and public health outcomes.Demonstrate how to monitor the performance of individuals and teams and take appropriate action.AgendaDay 1TimeDurationTopicContents9:0015 minWelcome, Introductions, Overview Self-assessment9:1530 minIcebreaker: My best supervisorBreakout rooms (pairs)9:4515 minContact Tracing Initiative10:0030 minThe Roles and Responsibilities of Supervisors and Managers10:3015 minBreak 10:4590 minSupervisory Functions in Contact TracingJob Aid: Supervisor Cheat SheetJob Aid: Clearing & Closing Records Job Aid: Residents or Employees of Congregate SettingsEnd of Day Report TemplateJob Aid: End of Day Report InstructionsJob Aid: Call Audit Checklist12:1560 minLunch Break 13:1590 minWhy Are Data So Important in Contact Tracing? How Can We Use Data?14:4575 minHuman Resource Management16:0015 minWrap up Day 1Day 2TimeDurationTopicContents9:0010 minWelcome, Overview9:1020 minIcebreaker: Build your best supervisor / managerJamboard9:3060 minManaging People to PerformActive listening self-assessmentVideo exampleBreakout rooms (pairs)10:3010 minBreak 10:4050 minManaging CI/CT PerformanceHandout: Routine meetings11:3045 minCase Study # 1Handout: Case series #1Breakout rooms (3 groups)12:1560 minLunch break 13:1560 minCase Study #2Handout: Case series #2Breakout rooms (3 groups)14:1560 minCase Study #3Handout: Case series #3Breakout rooms (3 groups)15:155 minCase study wrap-up Jamboard15:2060 minPreparing for Your New RoleQ & A with veteran supervisor / managerGetting Ready for Tomorrow Handout: New Manager and Supervisor Checklist16:2010 minTraining wrap-upSelf-assessmentTraining evaluationSupplemental materialsAnnex i: Participant agenda (Word document)Annex ii: Facilitator speaker’s notes and slides (Word document)Annex iii: Handouts and job aidsJob Aid: Protocol Cheat Sheet (Word document)Job Aid: Clearing and Closing Records (Word document)End of Day Report Template (Word document)Job Aid: End of Day Report Instructions (Word document)Job Aid: Call Audit Checklist (Word document)Active Listening Self-Assessment (PDF)Job Aid: Routine Meetings Cheat Sheet (Word document)New Manager and Supervisor Checklist (Word document)Annex iv: ProtocolsCases Who Refuse (Word document)Cases with Communication Barriers (Word document)Interviewing a Family Member or Surrogate (Word document)Missing or Incorrect Information (Word document)Out of Jurisdiction Referrals (Word document)Residents or Employees of Congregate Settings (Word document)Cases in Other High-Risk Settings (Word document)Other Special Cases (Word document)Annex v: Case study documentsCase Study 1 Instructions and Documents (PDF)Case Study 2 Instructions and Documents (PDF)Case Study 3 Instructions and Documents (PDF)Annex vi: Assessment toolsPre-Training Self-Assessment (Word document)Post-Training Self-Assessment (Word document)Training Evaluation (Word document) ................
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