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NOTICE : PDS is being proactive in our response to the COVID-19 situation. For information on what we’re doing, industry resources, and ways we can help visit our COVID-19 Resource Center

The Challenge

As we begin the process of reengaging personally and professionally with others, it will be essential for us to effectively document, track, and respond to cases of COVID-19 to help control the transmission of the virus.

“Contact Tracing” is a process that has been established by the medical community to manage and mitigate the risk of exposure and spread of harmful viruses. It is a little like detective work. Trained staff interview people who have been diagnosed with a contagious disease to document who they may have recently been in contact with. This is followed by a process of notifications and follow up to promote appropriate safety measures to help mitigate the spread.

PDS Telehealth Support Team

Why is contact tracing important?

People in close contact with someone who is infected with a virus, are at higher risk of becoming infected themselves, and of potentially further infecting others. Identification of, and follow up with, these contacts after exposure to an infected person will help them get care and treatment and will prevent further transmission of the virus. In our current COVID-19 pandemic, this is especially important. This can be broken down into 3 basic steps according to the guidelines from the World Health Organization:

Contact identification: Once someone is confirmed as infected with a virus, contacts are identified by asking about the person’s activities and the activities and roles of the people around them since onset of illness. Contacts can be anyone who has been in contact with an infected person: family members, work colleagues, friends, or health care providers.

Contact listing/notification: All persons considered to have contact with the infected person should be listed as contacts. Efforts should be made to identify every listed contact and to inform them of their contact status, what it means, the actions that will follow, and the importance of receiving early care if they develop symptoms. Contacts should also be provided with information about prevention of the disease. In some cases, quarantine or isolation is required for high risk contacts, either at home, or in a hospital.

Contact follow-up: Regular follow-up should be conducted with all contacts to monitor for symptoms and test for signs of infection.

Want to talk to the Contact Tracing Support experts at PDS? Contact us now to start a conversation about Contact Tracing for your organization.

The Solution

PDS Contact Tracing Support is a preventative outbound communication service that delivers high-quality, dependable assistance to community members that have tested positive for COVID-19, or  have been identified as being exposed to a COVID-19 patient.  Our Contact Tracers create a warm, compassionate experience while collecting information and providing guidance in accordance with local public health organizations and the CDC.

Our goal is to provide the citizens in your community with the information and resources they need to have peace of mind during these challenging times. Here are ways we can help keep communities safe.

Agile and Scalable
PDS Contact Tracing Support assists our clients by providing the people and process for the initial collection of relevant case information, and then documenting the information as part of a Public Health Assessment (PHA). This function can be done around the clock using a variety of channels to streamline the collection and simplify the process of sharing this important and timely information with a healthcare provider.

PDS follows standardized processes based upon industry best practices and Pubic Health organization guidance. These best practices are informed by internationally accepted organizations such as the Help Desk Institute (HDI) and aligned with operational frameworks such as the Information Technology Infrastructure Library (ITIL), HIPAA and other regulatory compliance policies.

Ready to Serve
It is estimated that in the United States alone, there will need to be at least 100,000 and could be as high as 300,000 workers trained in contact tracing. Today there are only 30,000 workers who are trained. As simple as it may seem to perform this function, the significant demand that these interactions will place on organizations that are already dealing with strained resources could be overwhelming. PDS is ready to assist with our team of skilled state-side 24×7 support analysts based in Madison, WI.

Privilege of Focus
You need to have the “privilege of focus” to adapt your core business models to meet the challenges of our new reality. With PDS Support services you can rest assured that we are representing your organization in the manner you desire to handle conversations with a level of compassion, professionalism and detail that will enable you to focus on your core business.

The Right Ingredients

Support is part of our DNA. PDS is well positioned to assist with this unique situation.  We have, over years of experience, developed universal capabilities that effectively balance the core elements of an effective Contact Tracing solution. We have the people, processes, tool, and culture to support you through this.

PROCESS – Aligned with industry “Best Practices”

  • IT Infrastructure Lifecycle (ITIL)
  • Help Desk Institute (HDI)
  • National Institute of Standards and Technology (NIST)
  • HIPPA Compliance
  • Personal Health Information (PHI) security

PEOPLE – Agile Resource Management

  • Staffed onshore in the Midwest
  • A remote workforce that Screens, Hires and Trains the necessary talent
  • We offer diverse job opportunities and long-term career paths
  • Higher than industry average retention rate

TECHNOLOGY – Established Scalable Tools

  • On-Demand Multi-lingual interpreter and translation services
    • Access to 11,000 World class linguists
    • Speaking over 200+ languages
  • Enterprise Multi-tenant Platforms
    • IT Service Management “ticketing system”
    • Remote Access/Control “virtual assistance”
    • Software as a Service (SaaS) Call Center
      • Multi-channel engagement Voice, Email, Chat, Video
    • IT Service Management “Ticketing System”
    • Remote Access/Control
  • We work in several of the top enterprise application suites; ServiceNow, RemedyForce, Microsoft Dynamics, Citrix, etc.

Organizational Culture and Experience

  • Founded in 1986, for over 30 years we have been providing clients with enterprise technology products & services
  • We have been operating an enterprise help desk for over 15 years, founded in 2004
  • We support 86 services clients 42 of those are National Healthcare organizations
  • In a variety of ways; Telehealth, Patient Portal Support, Multi-factor Security, General IT Support
  • Healthcare industry knowledge
  • Recommendations by clients for our services on the Epic UserWeb

About PDS

  • 900+ customers
  • 600+ certifications
  • 285 employees
  • 200+ technical resources
  • 30+ years in business
  • 40+ states
  • 7 locations

Our Capabilities

  • Enterprise Solutions
    • Business Data & Data Protection
    • Network & Security
    • Modern Datacenter Automation
    • Identity Management & Governance
  • End User Technologies
    • Lifecycle Management
    • Sourcing Solutions
    • Devices-as-a-Service (DaaS)
    • User Enablement
  • Services
    • Managed Services
    • Professional Services
    • Staffing Services
    • Support Services

Join the team.

PDS is rapidly expanding our team to continue to meet the rising support demand in healthcare. We’re looking for skilled analyst that can join our Contact Tracing response team. Click here to learn more about joining our team.

View Open Positions

Contact Tracing Support Response Team

Need help augmenting an existing Contact Tracing team? PDS can help you find the right resources with our talent solutions team.

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