using the vaccine eligibility checker, the vaccine clinic

Classification: FOR OFFICIAL USE ONLY

This document will show you how to access and use the Vaccine Eligibility Checker to assess when a person is eligible for the COVID-19 Vaccination, how to Register their Interest and how to find a Vaccine Clinic.

• If a person IS NOT eligible in the current phase, they are provided with the option to Register Your Interest to receive a notification for when they become eligible for the COVID-19 vaccine.

• If the person IS eligible in the current phase, they will be provided with an option to Make A Booking

• The Vaccine Eligibility Checker will be continuously updated based on current medical advice.

• Do not attempt to memorise any of the information on the tool – always read the screen before asking questions or providing advice to callers.

• Screens will change from flow to flow, state to state and over time.

• Questions in the Vaccine Eligibility Checker should be assessed sequentially, and each question must be addressed.

• The screens may not appear in the exact order below, as it is dependent on answers provided If the caller needs TIS assistance please refer to the TIS document “WI_CAL MGT_06_Using The Telephone Interpreter Service_v1.pptx”

1 Access the Vaccine Eligibility Checker Within the Vaccine Eligibility and Bookings section select the Open Checker option

2 Start the Vaccine Eligibility Checker Select the Start button to begin Information on the roll-out and COVID-19 Vaccines is available

Using the Vaccine Eligibility Checker, the Vaccine Clinic Finder and Register Your Interest


3 What is your age now? Enter the current age of the caller in years. Click Next to move forward.

4 Which state or territory are you in? Select the State where the caller is receiving the vaccination from the options available in the dropdown. Click Next to move forward.

5 Do you work in one of the following industries?

• If Yes is selected, you are presented with the ‘You are eligible’ screen (see next step).

• If No is selected, you move forward to the next question.

• Definitions are provided when you click onto the

symbol


6 ‘You are now eligible in this current phase’ screen is presented

• Information on the vaccines and vaccination centres is provided.

• Links to learn more about the vaccination phases and eligibility, COVID-19 vaccines and the vaccination program

• Make A Booking option is provided.

7 Finding a COVID-19 Vaccination Clinics near you Enter suburb or postcode and select from the list presented.

Then click on “Search”


8 From the Search Results Ask the caller if they want the “Nearest” or “Earliest Available” appointment.

Caller Options to book:

• They can contact the GP directly and we can provide the number.

• They can go online, make the booking only through Eligibility Checker.

• For callers who are compromised, elderly or obviously distressed, we could offer to transfer them directly to the clinics to make the call.

Note:

New clinics will be added weekly to the list, advise caller to keep checking if clinic of choice is not on list. During the rollout, more and more appointments will be become available.

Or


9 From The Results

• Talk the caller through the clinic locations.

• Once a clinic location is selected, discuss options on the clinic details as required. - Location - Opening & Closing times - Days of operation - Telephone number - Next Booking

-

10 From the Clinic of Their Choice

Click “Make a Booking” Dependant on information provided by clinic and booking engine, available times and date may be presented. At minimum the phone number and address of the clinic will be showing and you can provide this. If there is an option to proceed down the “Make a Booking: pathway, then you can continue so that you can see available appointments.


11 Making a booking Each booking engine requires the person to provide different information, this screenshot is an example of the initial HealthEngine initial booking screen.

• We cannot make the booking

on behalf of the person because of all clinics use booking engines which would require the user to enter their details themselves.

• However, by clicking through the first screen then you can see available appointments.

• Select Myself/ New to practise/ “relevant dose” and Continue.

Additional information About Bookings and Attending clinics

• Callers cannot choose between vaccines; they will be presented with the available vaccine supplied by the clinic.

• Different clinics do not differentiate between vaccine type.

• Each individual making a booking would be a separate Eligibility Check and then booking

• At the time of attending an appointment callers must have their Medicare card with them if they have one.

Rescheduling or Cancelling an appointment

Advise the caller that any changes or cancellations need to be made directly with the clinic or through the booking system the appointment was made.


12 NATIONAL CORONAVIRUS HELPLINE SMS TOPICS TO CALLERS The following information is a useful way to send a URL to a caller. If the caller is not eligible, or perhaps there are no appointments available for them, then you can offer to send them an SMS link so that they can check in the future weeks when there may be more appointments available. - Only a URL to the clinic

details with location is available.

Note: - If URL is sent via IVR or SMS it

will direct to the Eligibility Checker before presenting the Make A Booking button.

1. Enter callers’ mobile number.

Go to “Vaccine Clinic Finder” select appropriate clinic and right click and make a copy of the “Make a Booking URL” from the clinic of their choice.

2. Tick one or more boxes of the information they want to receive via SMS.

3. When you click on “Vaccine Location” option 4 appears “Vaccine Location URL” Enter the URL of the clinic here. NOTE: The caller will receive an email with the information of the clinic + separate SMS of the URL’s for every topic they ticked on step. 2 up to 10 emails in total.

4. Submit.

If the caller is not eligible (continue with steps 13 & 14)


13 If the caller is not eligible in their current phase, this screen is presented.

• Information on which Phase the caller is eligible for is provided.

• Links to learn more about the vaccination phases and eligibility, COVID-19 vaccines and the vaccination program.

• Register Your Interest button can be selected to provide contact details for either an SMS or email notification to be sent when the caller becomes eligible for the COVID-19 vaccine.

14 Register Your Interest You can register the caller. A good customer experience is that you offer to Register them in the call if they are not eligible. Once Register Your Interest is selected a pop-up box is displayed for contact information to be provided. Email and/or Mobile number needs to be populated to be able to complete the registration. If both options are populated both an email and SMS notifications will be provided. Please note that currently after submission you will have to complete a CAPTCHA tool. We are looking for a way to get a link for call handlers that does not require CAPTCHA, but currently you will have to complete this. END PROCESS

using the vaccine eligibility checker, the vaccine clinic

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