By combining our experienced CRI contact center operations with the technology of our subsidiary, Global Emergency Response Inc. (GER), we offer unique contact tracing capabilities to support the government and the community in stopping the spread of infectious diseases, such as the novel coronavirus, COVID-19.

Save Time. Save Lives.

Our contact tracing offering, used as a comprehensive solution or individually depending on the level of service needed, acts as an extension of public health authorities by:

  • Being trained in the Johns Hopkins University Contact Tracing program.
  • Communicating with confirmed cases to collect information regarding potentially exposed individuals or identifying locations where exposure could have occurred.
  • Helping locate potentially exposed individuals by obtaining the most current contact information.
  • Making outbound calls to notify individuals of their potential exposure and providing them with information on quarantine/self-isolation and monitoring for symptoms.
  • Conducting daily monitoring, either via telephone or through the GER HC Standard® Disease Surveillance System.
  • Following HHS/CDC guidelines to ensure privacy, confidentiality and HIPAA compliance.
CRI GER Contract Tracing Model
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Contact Tracing Center

Leveraging our CRI staff of outbound call center agents with extensive experience in tracking and tracing, we greatly extend the tracing and monitoring capabilities of public health authorities in their efforts to stop the spread of infectious diseases.

Our skilled, professional agents, using a guided interview process, speak with individuals who tested positive to collect names of individuals or locations where possible exposure occurred within a recent period. We also have a bilingual staff to help with cultural and language barriers.

Once a list of potentially exposed individuals is received, our contact tracers quickly begin contacting the individuals to notify them of potential exposure and provide them information on procedures for quarantine/self-isolation and symptom monitoring during the incubation period. If contact information for exposed individuals is not available, we have the resources to determine the most accurate telephone or address information to facilitate contact.

We can also make daily calls to quarantined individuals to monitor symptoms, body temperature and general well-being. Any noted areas of concern will be immediately reported to the public health authority. Additionally, we offer enhanced symptom tracking capabilities through the GER HC Standard® Disease Surveillance System – a secure web-based system which allows individuals to self-report symptoms and health conditions that can easily be tracked by a health professional.

Tracing and monitoring data is reported on an ongoing basis into a case management system, whether provided by the public health authority or utilizing our own secure case management system.

We understand the importance of sensitivity to those who are confirmed positive or potentially exposed. To ensure privacy, our agents follow CDC and government guidance to protect the identity of the individual who may have exposed them. With a majority of our agents having Federal Public Trust Security Clearance, we maintain compliance with Protected Health Information (PHI) and Personally Identifiable Information (PII) guidelines that can assure confidentiality and security. Our highly trained agents are not only skilled in maintaining privacy, we’re also especially sensitive to personal matters such as finances or health.

We have agents located throughout several regional contact centers to simultaneously fulfill operations, whether small or large, 24 hours a day and seven days a week. We can quickly scale up or down, depending on our customer’s needs.

Learn more about our contact center operations.

Disease Surveillance Software System

The GER HC Standard® Disease Surveillance System offers a proven infectious disease tracking application designed to be used by large numbers of suspected exposed individuals to self-report symptoms and temperature during the incubation period, which can significantly increase the capacity of case managers  in  tracking and monitoring large numbers of individuals.

To ensure daily monitoring, the application’s notification system sends out daily reporting reminders during a designated incubation period, allowing the individual, whether asymptomatic or showing mild symptoms, to remotely report symptoms using a smart phone or any web enabled device. Should the individual fail to report daily, the system highlights cases for follow up by case managers.

The Disease Surveillance System is a very robust system with multi-layer permissions, dashboards and reporting options designed to manage disease surveillance, including COVID-19, and report information needed to support public health departments. This allows case managers an efficient way to easily track, monitor and report. With expanded permissions, managers can view all cases and their progress at the county, region or state level.

The software is fully integrated and compliant with HIPAA and is maintained in a secure FedRAMP cloud-based hosting facility, ensuring the confidentiality of the individual is protected.

Learn more about GER’s HC Standard Disease Surveillance System.

Secure and Compliant

As a federal contractor with an Authorization to Operate (ATO), we also are a Federal Information Security Management Act (FISMA) certified company, meaning we protect all sensitive data gathered and maintained in our system from unauthorized access, use, disclosure, disruption, modification or destruction in order to guarantee confidentiality. Other compliances include PCI-DSS, HIPAA, ISO, Gramm–Leach–Bliley Act (GLBA) and many state-mandated regulations, including California Consumer Privacy Act (CCPA). Additionally, GER also meets or exceeds all security requirements with the system located in a FedRamp certified cloud environment.

With nearly 20 years of experience supporting government contracts, we have a proven history in protecting private information, utilizing extensive safeguards to reassure sensitive information is kept confidential.

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