Public Consulting Group, Inc.

Public Consulting Group, Inc.

New York, NY

Contact Tracer


New York State will hire and train a team of staff working
remotely to support the NYS Department of Health (NYSDOH) and Local
Health Departments (LHDs) to perform COVID-19 contact tracing in
communities across NYS.

The aim of this initiative will be to call every person
diagnosed with COVID-19, establish all contacts of this person, and
proceed to call and maintain ongoing communication with every

In addition, the team will support the isolation and quarantine
of individuals, as appropriate in cooperation with the LHD.

This includes virtual needs checks and referral to community
resources as needed. This contact tracing initiative is in tandem
with statewide-wide efforts to increase testing, improve
communication and knowledge of effective strategies to reduce
transmission, and implementation of isolation and quarantine.

This will fortify efforts to control the pandemic in NYS.

General Summary :

The Contact Tracer will use a web-based client resource
management (CRM) platform to call all contacts of anyone diagnosed
with COVID-19, determine exposure, assess symptoms, refer for
testing according to established protocols, and provide them with
instructions for isolation or quarantine.

Contact Tracers will maintain ongoing communication with
contacts to assess symptoms, ensure compliance with quarantine and
determine social support needs and / or handle reporting of issues
that arise.

Contact Tracers are required to follow set scripts and adhere to
policies and procedures provided by NYS. They will also comply with
Department training regarding confidential information related to
personal information.

COVID-19 Contract Tracers will be required to work a minimum of
20 hours per week.

  • Work in collaboration with the Case Investigator from the local
    health department (LHD).
  • Call contacts of newly diagnosed cases.
  • Communicate with contacts in a professional and empathetic
    manner maintaining emotional and cultural awareness.
  • Collect and record information on symptoms and needs into the
    CRM with accuracy.
  • Provide contacts with approved information about NYS isolation
    and quarantine procedures, and if appropriate, refer them to
    testing according to protocol and / or to a COVID-19 Community
    Support Specialist for social resources.
  • Follow a set script to inform contacts about the importance of
    isolation or quarantine and what to do if symptoms are present or
  • Maintain daily contact with Team Supervisor.
  • The position is considered temporary with an expected duration
    through Aug 2021 with the possibility to extend as needed.

    The contact center will operate 7 days a week between the hours
    of 9am and 7pm. Evening and / or weekend work will be required.


    Minimum Qualifications :

  • High school diploma, or equivalent required. Must be 18 years
    of age or older. Some college training preferred.
  • Must be a NYS resident.
  • Ability to speak, read, and write English clearly and
    concisely. Fluency in a second or multiple languages would be a
  • Employment is contingent on completion of a background check by
    NY State.
  • Own telephone, computer, wireless internet (WiFi) and
    electronic equipment. (A partial reimbursement to maintain
    unlimited phone and data access will be provided.)
  • Must have access to a working PC with Windows 10, Antivirus
    Protection : Windows Defender and Windows Firewall; or Mac with
    Apple OS X 10.
  • 13, Antivirus Protection : Sophos; and personal mobile device to
    use for this job.

  • A headset is preferred.
  • Preferred Skills :

  • Ability to exhibit a professional, positive attitude and
    independent work ethic.
  • Excellent interpersonal skills required and ability to interact
    professionally with culturally diverse individuals during a time of
    crisis and distress.
  • Ability to show empathy to distressed individuals and assist
    with identifying solutions to problems identified.
  • Excellent organizational and communication skills.
  • Sound judgment required.
  • Ability to handle confidential information with discretion and
  • Proficiency with computers and data entry into electronic
    tracking systems.
  • EEO Statement

    New York State is an Equal Opportunity Employer

    It is the policy of the State of New York and its contractors to
    provide for and promote equal opportunity employment, compensation,
    and other terms and conditions of employment without unlawful
    discrimination on the basis of age, race, color, religion,
    disability, national origin, gender, sexual orientation, veteran or
    military service member status, marital status, domestic violence
    victim status, genetic predisposition or carrier status, arrest and
    / or criminal conviction record, or any other category protected by
    law, unless based upon a bona fide occupational qualification or
    other exception.