Agents will be required to evaluate the needs of the caller to determine the best course of action to assist in scheduling a COVID-19 vaccine or testing appointment
Transfer/refer caller to appropriate entities according to the established guidelines
Facilitate the fulfillment of caller requests for materials via mail, email, or download
Maintain a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner