Frequently Asked Questions

General Information


  1. What is this initiative? Who is leading this initiative? 

    The New York State (NYS) Virtual Contact Tracing Call Center is a remote-based contact tracing call center established to support this initiative. This initiative is operating, under NYS Department of Health leadership, in tandem with New York State local health department efforts, and in coordination with several national partners.

    Public Consulting Group, Inc. (PCG) is serving as a partner to the State of New York by assisting with hiring contact tracer team members and managing contact tracer operations. Contact tracing employees will be employed by PCG Staffing Solutions Organization (SSO). They will not be employed by the State of New York.


  2. How long is the length of employment? 

    The NYS Virtual Contact Tracing Call Center is expected to operate for up to one year. The positions will be at-will, and the length of any individual’s employment will depend on a variety of factors, including job performance and the State's contact tracing needs, as they evolve over time. 


  3. What job skills do I need?

    Please refer to the New York State Contact Tracer Initiative positions listed here to view job responsibilities and required skills.


  4. Will employees receive health benefits?

    All contact tracing employees will be employed by PCG Staffing Solutions Organization (SSO). SSO staff who work at least 30 hours per week will be offered health benefits in accordance with the Affordable Care Act (ACA). These benefits will include a partial company contribution, as defined by law. Benefits will be offered following three months of employment.

 

  1. What is the hourly wage, and what is the expected time commitment for these positions?

    • Contact Tracer: The wage is $27 per hour for the Contact Tracer position. This role requires 20 hours minimum and 40 hours maximum per week. The NYS Virtual Contact Tracing Call Center will operate seven days per week from 8:00 AM to 8:00 PM. Evening and/or weekend hours may be required.

    • Team Supervisor and Community Support Specialist: The wage is $45 per hour for the Team Supervisor and Community Support Specialist positions. These roles also require 20 hours minimum and 40 hours maximum per week. There will be two shifts available from 8:00 AM to 8:00 PM. Some weekend shifts will be required.

 

  1. Do these positions require in-person/face-to-face interaction, or can employees work remotely?

    • Contact Tracers can work remotely (from home) 100 percent of the time.

    • Team Supervisors and Community Support Specialists will have a hybrid location schedule: 75 percent remote work and 25 percent onsite work. Onsite work can be at local health departments or state health department regional offices. You will receive guidance on when, and if, onsite work is required.

 

  1. Will I be able to determine a work schedule that fits with my current obligations?

    At minimum, you must be able to commit to 20 hours per week. You will discuss specific shift start/end times and your schedule with the recruiter and/or your supervisor once you receive and accept a hiring offer.

 

  1. Am I required to be a New York State resident to be considered for a position?

    Yes, you must be a resident of the State of New York.

 

  1. How will PCG determine which New York State county I will support during this initiative?

    One of the questions on the job application is, “Please confirm the County you currently reside in.” Regional recruiting and team assignments are based on where you reside. On the application, you may only indicate one location.

 

  1. Will employees receive any reimbursement for using their own information technology (IT) equipment, phone data plans, etc.?

    All NYS Contact Tracing Initiative employees will receive a phone reimbursement of $30 per month.

 

Applying for a Position


  1. What steps are involved in the application process?

    Currently, there is a team of designated recruiters reviewing applications and reaching out to qualified candidates to schedule interviews. If you are invited to participate in an initial phone interview, you will have the opportunity to ask questions and discuss the specifics of the position for which you applied. 

    Application process steps include:

    1. Completing an online application
    2. Participating in an interview(s)
    3. Completing the six-hour Johns Hopkins University Contact Tracing online course and passing the course exam.


  2. Where do I apply for a Contact Tracer, Team Supervisor, or Community Support Specialist position?

    CLICK HERE to review available opportunities and submit your application. To be considered for a position, you must be a New York State resident.

    If you already completed the Johns Hopkins University Contact Tracing course online and passed the exam, you will still need to complete an online application to be considered for a position.

  3. What if I have already applied for a position(s) and want to check the status of my application or edit my online profile? 

    If you have already applied, please visit the website where you applied, and log back in to access the page designated for Returning Candidates. On this page, you can review and edit your profile, and monitor the status of your application(s).

    Hiring for this initiative is based on a rolling need per county. Positions will be offered as they become available in your region.

  4. How long will it take to hear back from someone about the status of my application? 

    Hiring for this initiative is based on a rolling need per county. Positions will be offered as they become available in your region. Please expect a waiting period.

  5. What do I do if I need to update basic demographic information included on my job profile online?

    You can edit your profile with basic demographic information (phone, address, etc.). Please visit the website where you applied, and log back in to access the page designated for Returning Candidates. On this page, you can review and edit your profile, and monitor the status of your application(s). 

  6. Help, I’m having trouble submitting my job application. What do I do?

    Please close your browser window. Then, open the window again and attempt to log in. This should solve resolve the issue. 

 

Coursera Exam for the Johns Hopkins University Contact Tracer Course

  1. Do I have to complete the course and exam? 

    If the person who conducted your phone interview indicated you will be moving on to the next steps of the hiring process, you must complete and pass the Johns Hopkins University Contact Tracing course and exam. You will receive a unique link sent to the email address you included in your application to access the course and exam. All positions are required to complete the same course and corresponding exam.

 

  1. How long will it be until I receive my unique link to take the required course and exam via email?

    After you complete your phone interview, it might take a few days for you to receive the unique link to take the Johns Hopkins University Contact Tracing course and exam.

 

  1. Should I wait to complete the course using my unique link?

    We strongly urge you to enroll in and complete the Johns Hopkins University Contact Tracing course and exam using the unique link provided via email at your earliest convenience.

    This link was sent to the email address you included in your application. Using this email address will help expedite the exam confirmation process in the future.

    Once you have received your unique link to complete the course/exam, we suggest that you complete this assignment as soon as possible.


  1. What if I cannot find the unique link (for the Johns Hopkins University Contact Tracing course and exam) that was sent to me? 

    Please check the email account you included in your job application. The email with your unique link is from Bloomberg + Coursera (no-replly@t.mail.coursera.org). Please be sure to check your Spam and Junk email folders as well.

    If you have waited at least three days, and still do not have your unique link, please email these details to NY_Tracer@pcgus.com.

 

  1. If I choose to complete the Johns Hopkins University Contact Tracing exam independently (not using the unique exam link), should I use the same email address I provided in my online PCG job application when I register for the exam? 

    Yes, it is strongly preferred that you provide the same email address you provided in your online PCG job application when you register. Doing so will help expedite the exam confirmation process in the future.

 

  1. Do I have to complete the entire exam in one sitting? 

    You can start and stop the course and exam as needed. The only requirement is that you complete the exam within the 72-hour timeframe

    We strongly encourage you to register for the course using the email address you provided in your online PCG job application.  

 

  1. Who do I contact if I need an accommodation to complete the course and required exam due to a disability?

    Please send your request for an accommodation to NY_Tracer@pcgus.com.


  1. I accessed the Johns Hopkins University Contact Tracing course on my own and passed the exam. I did not use the unique link provided to me. What do I need to do with my certificate of completion? 

    If you are selected to move forward in the hiring process, you will be asked to complete and pass the required Johns Hopkins University Contact Tracing course and exam. If you completed the course/exam independently (not through the unique link provided to you), you must send your certificate of completion to NY_Tracer@pcgus.com. Please email us using the email address on file in your job application.

    If you completed the course and exam using the unique link from the recruiter, then no further action is needed.

 

  1. I used the unique link provided to take the course and required exam, and I passed the exam. What do I do now?

    If you completed the course and exam using the unique link from the recruiter, then no further action is needed. Completing your exam is one of the final steps in the selection process. If you are selected, you will be contacted by the recruiter once a position becomes available in your region.

    Please be aware that hiring for this initiative is based on a rolling need per county. Positions will be offered as they become available in your region.

 

  1. I applied for a position, participated in an interview, and completed and passed the Johns Hopkins University Contact Tracing course and exam. Does this mean I was hired for the job?

 

No, positions will become available based on the needs of each county, so once you have completed these steps, you may experience an extended waiting period. If you are selected for a position, you will be notified and receive a verbal job offer. In the meantime, please visit the website where you applied to monitor the status of your application.

 

  1. Help, I’m having technical issues with Coursera while trying to take the Johns Hopkins University Contact Tracing exam. For example, I cannot see the quizzes or final exam. What do I do? 

    First, please be sure you have enrolled in the course by clicking on “Enroll.” If you forgot to enroll when you began the course, you must do so before moving to the exam. If you neglect to click on “Enroll,” you may be required to complete the course again.

    Coursera, the platform that hosts the Johns Hopkins University Contact Tracing course and exam, has a technical team available to help you. Please visit Coursera’s Learner Help Center to contact a representative. You can also have a live chat with a Coursera team member.

 

New York State Labor Laws, and Retirement and Unemployment Benefits


  1. If I am hired for a contact tracing job, will I be a State of New York employee?

    No, the State of New York is not the employer for these contact tracing jobs. PCG Staffing Solutions Organization (SSO) is the employer.

 

  1. Will I be eligible for State of New York employee retirement/pension benefits?

    No, the State of New York is not the employer for these contact tracing jobs. Therefore, these positions do not offer State of New York employee retirement/pension benefits.

 

  1. What should I do if I am hired, but I am currently collecting unemployment?

    If you are hired for a contact tracing position while you are receiving unemployment benefits, then you will need to notify the New York State Department of Labor about your change of status.


  1. If I am collecting unemployment and I complete the online Johns Hopkins University Contact Tracing course and exam, will it impact my unemployment status?

    Taking the Johns Hopkins University Contact Tracing online course/exam will not impact your unemployment status, because you have not been hired yet. Since you are not currently employed by PCG Staffing Solutions Organization (SSO), your completion of the exam is not related to a current job.


  1. Will someone help me submit a waiver? 

    PCG Staffing Solutions Organization (SSO) will not be filing waivers for employees.


Thank you for your interest in applying for a position for the New York State Contact Tracing Initiative! Please visit our homepage for more details.