Case Investigator and Contact Tracer Bilingual Modern Arabic

The Case Investigation/Contact Tracing (CICT) Program’s mission is to provide culturally competent client-centered care for San Franciscans who have tested positive for the coronavirus and their identified contacts who may have been exposed. CICT also responds to outbreaks in congregate settings to mitigate the increase in cases and contacts. The CICT consists of a multidisciplinary team that focuses on ensuring both case and contacts are connected to support services, including testing, isolation and quarantine housing, and food assistance. The CICT Program is part of the Epidemiology and Surveillance Branch of the San Francisco Department of Public Health’s (SFDPH) Departmental Operations Center, and interfaces with the Outbreak Management, Vaccination, and Testing Branches of the Incident Command System.

Case Investigator and Contact Tracers (CICTs) collaborate with a dynamic team of medical and public health professionals responsible for investigating lab confirmed COVID-19 positive patients. The CICTs are the primary point of contact with patients, and debrief with Clinical Leads for follow-up or referral as necessary. Case Investigators and Contact Tracers may have a clinical or non-clinical background. Comprehensive training will be provided and is required in advance of participation. Ongoing support by medical and public health experts will be given throughout the term of employment. Candidates must be comfortable working independently as well as part of a team.

This is a temporary, grant-funded, full time, benefitted position. Employment is provided by Heluna Health.

Under the direction and guidance of the Shift Team Leader, the Case Investigator and Contact Tracer is responsible for conducting case investigations for clients with a confirmed positive COVID-19 test result, documenting the case’s identified contacts so that their contact tracing colleagues can follow up and/or conducting contact tracing interviews of the case’s identified contacts and referring them for testing. CICT is also trained to respond to outbreaks and support the continuing efforts of reopening San Francisco. If needed, the CICT will refer the case or contact to isolation or quarantine resources, as outlined by standard operating procedures. The CICT will also attend training as part of their orientation and onboarding and will comply with state and federal regulatory requirements related to protected health information and privacy.

ESSENTIAL FUNCTIONS

• Act as primary point person to call people with a positive diagnostic test for COVID-19 (known as cases), provide support and gather information including information about COVID-19. Will also be responsible for interviewing and providing support to close contacts within the household or other identified contacts provided by the case.
• Communicate with cases and/or contacts in a cultural and linguistically appropriate, professional, and empathetic manner.
• Collect and record information from the interview with cases and/or contacts into SFDPH’s case investigation web-based data collection application platform.
• Provide cases and/or contacts with information about isolation and quarantine guidance based on SFDPH guidelines; and if needed, refer to isolation and quarantine (I&Q) support colleagues.
• Triage and coordinate next steps for care and isolation or quarantine for individuals identified as contacts to the case.
• Case investigators and Contact Tracers have the ability to work remotely during the work week and as agreed upon with the CICT Manager/Director, by using a telephone, computer and electronic/technology equipment with attendance in person for meetings and training.
• Attend team pre-shift and post-shift huddles/meetings with the Shift Team Leader, who serves as supervisor and support during the assigned shift.
• Attend needed trainings as scheduled.
• Other duties as needed to provide support for the CICT Team.

JOB QUALIFICATIONS

• Bilingual/fluency (read/write/speak) in Modern Standard Arabic is REQUIRED. Ability to conduct interviews in case’s native language.
• Ability to exhibit a professional, positive attitude and work ethic.
• Excellent interpersonal skills required and ability to interact professionally with culturally diverse individuals during a time of crisis and distress.
• Excellent organizational and communication skills.
• Critical thinking and sound judgment required.
• Ability to handle confidential information with discretion and professionalism.
• Must have ability to multitask, comfort working on multiple online platforms and as part of a fast-paced, dynamic environment.
• Familiarity of the City’s geography and communities highly preferred.
• Ability to function independently under dynamic circumstances.
• Proficient computer skills, including experience with MS Office applications.

Desired Qualifications

• Experience in clinical medicine, public health, and/or health education preferred. Experience in customer service and/or call center, also a plus.
• Baccalaureate degree from an accredited college or university.
• Six months of experience conducting interviews in the past 5 years.
• Is culturally sensitive and empathic —demonstrates awareness of vulnerable populations; preferable from within the San Francisco neighborhoods and communities.
• Is tech savvy, high level of comfort with a range of technologies and using them simultaneously —computer-based phone system, online case data entry system, Microsoft Teams for calendaring and holding virtual meetings.
• Has solid soft skills—good listener, able to apply core principles of motivational interviewing.
• Is a competent multi-tasker; effective independent and team collaborative skills.
• Appreciates being detail oriented and capable of quickly integrating ever-evolving guidelines into changing workflows.
• ilingual/fluency (read/write/speak) in Modern Standard Arabic is REQUIRED

PHYSICAL DEMANDS

Stand Frequently

Walk Frequently

Sit Frequently

Handling / Fingering Occasionally

Reach Outward Occasionally

Reach Above Shoulder Occasionally

Climb, Crawl, Kneel, Bend Occasionally

Lift / Carry Occasionally – Up to 50 lbs

Push/Pull Occasionally – Up to 50 lbs

See Constantly

Taste/ Smell Not Applicable

Not Applicable Not required for essential functions

Occasionally (0 – 2 hrs/day)

Frequently (2 – 5 hrs/day)

Constantly (5+ hrs/day)

WORK ENVIRONMENT

General Office Setting, Indoors Temperature Controlled, and/or remote work location.

Heluna Health is an Affirmative Action, Equal Opportunity Employer that encourages minorities, women, veterans, and disabled to apply.

All qualified applicants will be considered for this position in accordance with the San Francisco Fair Chance Ordinance

EEOC STATEMENT

It is the policy of Heluna Health to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

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