Community Tracing Collaborative Contact Tracer Supervisor

Partners In Health - Boston, MA

Position Title: Community Tracing Collaborative Contact Tracing Supervisor

Reports to: Community Tracing Collaborative Manager

Location: Primarily Remote

Position Type: Full-Time, Temporary, includes evenings and weekends

Project Overview:

The current COVID-19 pandemic exceeds the existing Massachusetts Department of Public Health and Local Boards of Health ability to perform contact tracing. As a result, many people are unaware that they are a contact of a person with COVID-19. Contacts may have asymptomatic or mildly symptomatic COVID-19 and can unwittingly spread the virus in the community. To break the chain of transmission, contact tracing and isolation must be scaled-up rapidly.

To support the Department of Public Health (DPH), Partners In Health (PIH) will hire, train and supervise a large team of community contact tracing staff across Massachusetts. The aim of this will be to call every person diagnosed with COVID-19, gather their contacts, and proceed to call every contact in Massachusetts. In tandem with Commonwealth-wide effort to increase testing and improving communication and implementation of isolation and quarantine this will fortify efforts to control the pandemic in Massachusetts.

Position Overview 

The Contact Tracing Supervisor will join a fast paced and dynamic team to help spearhead contact tracing for COVID-19 in the Commonwealth of Massachusetts. The supervisor will join a group of several other supervisors who will jointly be responsible for oversight of 500+ Contact Tracers, 100+ Case Investigators, and 75+ COVID Care Resource Coordinators working remotely. This team of Contact Tracers and Case Investigators will be primarily responsible for calling all contacts of anyone diagnosed with COVID-19 to do a symptom check, refer them for testing, and provide them with instructions for quarantine.

Contact Tracing Supervisors will ensure this process goes smoothly, manage quality assurance, perform data quality checks, trouble-shoot with Contact Tracers and Case Investigators in real-time on active calls, and often complete phone calls themselves. In addition, given the fast-paced and large-scale nature of the project, Contact Tracing Supervisors will be responsible for managing other pieces of work that may include calling people diagnosed with COVID-19 to give them their diagnosis and gather information about their contacts.

Contact Tracing Supervisors also will oversee delivery of training, monitor tracing calls and provide guidance to contact tracers who may encounter difficult situations. Supervisors will evaluate performance metrics and intervene as necessary to meet key performance indicators. This will include participating in quality assurance procedures for the call center with the leadership team. Supervisors will be required to use their own phone and electronic equipment.


  • Supervise COVID Community Team units; each unit will have Case Investigators and Contact Tracers
  • Support calling cases of COVID-19 and collecting contact information
  • Quality assurance and data management
  • Support training and mentorship of all contact tracing teams
  • Call patients diagnosed with COVID-19 to risk stratify and gather contacts
  • Facilitate communication from central leadership team on progress, changing protocols, procedures, and referral criteria
  • Troubleshoot with units on difficult cases, patient referrals, and escalate as needed to central leadership team
  • Ensure contract tracing units are meeting target goals, or if not help central team adjust target goals
  • Listen in on teams’ calls to provide quality assurance
  • Where possible and time allows, make calls to patients and contacts
  • Working remotely in a virtual call center environment for the entirety of a shift
  • Any other duty as assigned


  • Experience supervising teams in complex environments
  • Experience in health sector preferred
  • Experience in public health strongly preferred
  • Ability to exhibit a professional, positive attitude, empathy, and strong work ethic
  • Excellent interpersonal skills required and ability to interact professionally with culturally diverse individuals in distress
  • Ability to show empathy to distressed individuals
  • Bachelors’ Degree or equivalent required
  • Excellent organizational and communication skills
  • Ability to speak, read, and write English
  • Second or multiple languages a plus
  • Critical thinking and sound judgment required
  • Ability to handle confidential information with discretion and professionalism
  • Proficiency with computers
  • Must have access to good WiFi
  • Technology requirements: PC with Windows 10, Antivirus Protection: Windows Defender and Windows Firewall; or Mac with Apple OS X 10.13, Antivirus Protection: Sophos; and personal mobile device to use for this job. A headset is preferred. No IPads or Tablets.
  • Massachusetts Resident preferred and familiarity with Massachusetts’ geography; cities/towns/locations required

Organizational Profile

Partners In Health (PIH) is an international health organization relentlessly committed to improving the health of the poor and marginalized. PIH partners with local governments to build local capacity and works closely with impoverished communities to deliver high-quality health care, address the root causes of illness, train providers, advance research, and advocate for global policy change.

PIH currently has implementation programs in Haiti, Rwanda, Lesotho, Liberia, Kazakhstan, Malawi, Peru, Mexico, Sierra Leone and Navajo Nation. Through our partnership with Harvard Medical School and the Brigham and Women’s Hospital, we support a wide range of programs in dozens of other countries around the world.

Partners In Health (PIH) is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of PIH not to discriminate on the basis of race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law. PIH works in and with?a number of?governments in and outside the U.S., and to the extent applicable, this statement is intended to incorporate the prohibition of any unlawful discrimination covered by applicable laws in such countries, states and municipalities.

Posted On: Tuesday, September 1, 2020

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