Communication Specialist

Background

The Indiana Department of Health, Division of Maternal and Child Health is seeking to engage mothers and birthing persons recently after birth to better understand infant/maternal health and morbidity in Indiana. Maternal health and pregnancy experiences significantly impact the wellbeing of infants across the state.

Essential Duties/Responsibilities:

Incumbent will be responsible for providing support to the Indiana Pregnancy Risk Assessment Monitoring System (PRAMS) project through telephone interviewing and data collection.

Survey Administration & Data Collection

• Adhere to the PRAMS protocol.
• Assist with preparing survey materials and mail operations.
• Conduct all telephone interviews according to PRAMS protocol. This includes administration of the introductory script with elements of informed consent, monitoring telephone interviews, and adhering to the call frequencies and schedules specified in the PRAMS protocol.
• Schedule telephone interviews and keep accurate records of telephone contacts.
• Maintain confidentiality and privacy of telephone interviews and mail materials.
• Complete entry of survey, comment, and operations information in PIDS on a timely basis following the close of each batch (e.g., within two weeks).
• Provide the site with a summary monitoring report for each survey batch.
• Develop systematic weekly communications with site to monitor survey batch progress such as timing of mailings, data entry progress, undelivered mailings, wrong number report, telephone disposition report, completes, and other information.

Training

• Contract staff should be encouraged to practice using the CATI system in training mode prior to going live with telephone interviews.
• Participate in PRAMS human subjects training and all other trainings required by IDOH and the PRAMS program.
• Participate in CDC training programs and workshops.

PRAMS Project Support

• Participate in site visits, PRAMS National Meetings, and other project activities.
• Report on phone and mail operations progress and productivity at regular meetings.
• Attend PRAMS project and team meetings with contract and site staff to examine batch outcomes (project protocols followed, staffing and training issues, data system issues, response rates, difficult interviews, etc.).
• Assist the PRAMS Coordinator and PRAMS team with other activities as needed.
• Other duties as assigned.

Job Requirements:

High School diploma or equivalent required. Two years of completed college coursework or an associate degree in public health, communications, or a related health or social science field, preferred. Will consider survey or social science research experience and/or knowledge of maternal and child health field.

Skills:

• Excellent interpersonal skills and ability to convey information effectively to professionals and the public.
• Ability to build rapport with and gain cooperation from telephone survey respondents.
• Experience with data entry and telephone interviewing or telephone customer service work is preferred.
• Experience with Microsoft Office and mail merge functions and CATI (Computer Assisted Telephone Interviewing) software.
• Knowledge of survey techniques.
• Ability to stay on task while maintaining thoughtful attentiveness to detail is critical as is possessing a desire to work collaboratively and communicate openly with a small team to improve operations and complete tasks in a timely manner.
• Able to work independently and as a part of a project team.
• The ability to type at least 40 words per minute is preferred.
• Bilingual English/Spanish highly desirable.

Supervisory Responsibilities/Direct Reports:

This position is not responsible for supervising other team members, though may in the future.

The difficulty of Work:

This position requires significant attention to detail, implementation of the protocol, and effective communication skills both written and oral to use good judgment to guide appropriate interactions with callers. The hours will be 7.5 hours a day with potential for hours outside of the normal workday. For example: some days might be 10:30 am - 7:00 pm if needed.

Work Relationships:

Employee works with department staff, public, state, and federal representatives, and other stakeholders in the private sector for the purpose of coordinating the PRAMS program. Work frequently involves the discussion of non-routine problems encountered by the employee and other MCH staff.

Physical Effort:

Position is primarily a desk job. Requires extensive computer use and ability to be mobile in small, confined spaces. No heavy lifting required.

Working Conditions:

Employee works remotely and must have a private space to conduct phone calls. Some travel may be required.

Job Type: Contract

Pay: $25.00 - $30.00 per hour

Ability to commute/relocate:

• Indianapolis, IN 46204: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Writing skills: 1 year (Preferred)