Contact Tracer
Heluna Health
 San Mateo, CA

Requisition Number: CONTA02690

Case investigation and contact tracing is the process of working with a patient who has been diagnosed with an infectious disease to identify and provide support to people (contacts) who may have been infected through close contact with the patient. This process is a core disease control measure that has been employed by health department personnel for decades and is a key strategy for preventing the spread of COVID-19.

This is a grant-funded, full time or part time, benefited position. This position is expected to last up to 1 year and may be extended should funding become available.

Must be able to work weekends and holidays. Remote role and only local candidates will be considered.

Under the leadership and guidance of a Senior Communicable Disease Investigator (SCDI) Contact Tracers will interview, evaluate, monitor clients, provide education and guidance and isolation/quarantine parameters based on the San Mateo County, California Department of Public Health, and Centers for Disease Control and Prevention (CDC) guidelines. The Contact Tracer will use provided scripts and follow standard operating procedures and document findings on a web-based data collection platform. If needed, the Contact Tracer will refer the contact to isolation and quarantine resources and/or testing, as outlined by standard operating procedures. The Contact Tracer will also attend training as part of their orientation and onboarding and will comply with state and federal regulatory requirements related to protected health information and privacy.

Applicants must submit a cover letter and resume to be considered.


  • Obtain, review and document demographic, locating, laboratory, clinical and risk information available in order to determine investigation priorities. If appropriate, follow-up with healthcare providers to obtain additional medical and socio-demographic information and confirm patient receipt of test results and/or diagnosis of COVID-19.
  • Contact patients and their contacts who are suspected of coming into contact with COVID-19 to notify them of their exposure.
  • Verify patient’s identity during initial communications and prior to disclosing confidential information. Assure confidentiality and carry out efforts to locate and communicate with patients in a manner that preserves the confidentiality and privacy of all involved.
  • Notify or verify receipt of a positive laboratory report or probable or suspected diagnosis of COVID-19. Provide patient with COVID-19 health education, per local protocols.
  • Communicate with patients and contacts in a professional and empathetic manner.
  • Collect and record description and timeline of onset of symptoms into REDCap, a contact tracing web-based data collection application platform.
  • Monitor case for ongoing needs and disease clearance.
  • Ensure daily monitoring of patients during self-isolation—temperature check, signs/symptoms---via application or other designated method. Facilitate referrals for additional testing and medical evaluation as indicated (e.g., clinical assessment due to symptoms, medical clearance prior to return to work).
  • Obtain contact information for each contacted individual.
  • Provide patients and contacts with information and recommendation about isolation and quarantine procedures and provide information on services available.
  • Assess patient’s ability to safely and effectively self-isolate at home, with adequate water, food and other necessities such as bathrooms. Identify barriers to necessary interventions and facilitate appropriate referrals. Collaborate with key service providers to ensure expedited initiation of appropriate medical or social support services.
  • If appropriate, contact tracers will refer contacts to testing according to protocol and social and support resources.
  • Contact tracers will follow a script to inform contacts about the importance of quarantine and what to do if symptoms develop.
  • Suggest to SCDI appropriate plan which may include referral to another agency or professional.
  • Maintain detailed records of case and assemble these into periodic reports.
  • Refer cases and contacts to appropriate services including but not limited to housing, food and transportation.
  • Contact tracers will generally work remotely using a telephone, computer and electronic/technology equipment.
  • Attend huddles/meetings with the SCDI and/or supervisor during the assigned shift.
  • Attend training as scheduled and as needed.


  • Availability to work weekends.
  • Cultural competency appropriate to the local community.
  • Ability to exhibit a professional, positive attitude and work ethic.
  • Excellent client/customer service principles and techniques.
  • Effective interviewing techniques.
  • Knowledge of basic tools/methods for locating patients and contacts who may be difficult to reach or reluctant to engage in conversation.
  • Basic record-keeping principles and practices.
  • Knowledge of client confidentiality, including the ability to conduct interviews without violating confidentiality disclosed during the interviews.
  • Excellent organizational and communication skills.
  • Bilingual/Multilingual preferred, ability to conduct interviews in contact’s native language, currently Spanish, Tagalog and Chinese language highly preferred.
  • Critical thinking and sound judgment required.
  • Tech Savvy—High level of comfort with a range of technologies and using them simultaneously —phone systems, databases, referral pages.
  • Familiarity of the County’s geography and communities highly preferred.


  • Possession of a high school diploma or G.E.D equivalency required.
  • An Associate Degree or higher from an accredited college or university in health, biology, education, social services or closely related field or completion of 24 semester units in the above areas is strongly desired.
  • Experience interviewing or counseling clients to obtain confidential and personal information is strongly desired.

Other Skills, Knowledge, and Abilities

  • Engage with and earn the trust of clients who will be required to follow local public health instructions.
  • Use initiative and tact in tracing contacts for follow-up treatment.
  • Write routine reports and correspondence.
  • Learn and become proficient with the basics of communicable diseases and public health intervention.
  • Learn and become proficient with medical terms related to COVID-19, principles of exposure, methods of prevention and control, and symptoms of COVID-19 infection.
  • Establish trust with clients and maintain utmost confidentiality of information obtained from clients.
  • Establish and maintain effective working relationships with associates, health agencies, physicians, individuals, and the public.
  • Maintain and present information clearly and concisely orally and in writing.
  • Use electronic case management systems.
  • Recognize when to refer patients and contacts for further care if needed.
  • Understand when to refer individuals or situations to medical, social, or supervisory resources.


  • Stand Frequently
  • Walk Frequently
  • Sit Frequently
  • Handling / Fingering Occasionally
  • Reach Outward Occasionally
  • Reach Above Shoulder Occasionally
  • Climb, Crawl, Kneel, Bend Occasionally
  • Lift / Carry Occasionally - Up to 50 lbs
  • Push/Pull Occasionally - Up to 50 lbs
  • See Constantly
  • Taste/ Smell Not Applicable
  • Not Applicable Not required for essential functions
  • Occasionally (0 - 2 hrs/day)
  • Frequently (2 - 5 hrs/day)
  • Constantly (5+ hrs/day)


This work will be conducted remotely, off-site. Local candidates will only be considered.

Heluna Health is an Affirmative Action, Equal Opportunity Employer that encourages minorities, women, veterans, and disabled to apply.


It is the policy of Heluna Health to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.