Vernon Virus Call Center: The New Hub Of Municipal Service

VERNON, CT — One of the biggest hubs of activity these days in Vernon is the coronavirus call center.

The call center is set up in the children's activity room at the Rockville Public Library. Lt. William Meier of the Vernon Police Department, the local coronavirus response coordinator, said the the call center in Vernon is designed to assist those needing to set up vaccines with navigating the state system or getting them access to a local clinic. Multiple languages are offered and volunteers have been stepping forward to both field calls and help with the vaccines.

It's also a way to keep residents truly informed with accurate updates, he said.

Ellington Urgent Care owner Dr. Daksh Rampal said the call center is among the "astounding" efforts to get the public vaccinated.

On Wednesday, among the staffers working the phones at the call center were a police officer, a school administrator and social services professional.

The police officer working the phones was Capt. John Kelley of the VPD, who has certainly taken his share of calls over the course of his career.

"A lot of it is just talking to the callers," Kelley said. "The other thing is walking them through the system."

The state's sometimes-cumbersome Vaccine Administrative Management System has been a hot topic on many calls, said Michelle Hill, the call center coordinator.

Hot as in frustration.

Cumbersome aspects of the state system include:

• The system assuming seniors are compute savvy
• Language
• Phone numbers with busy signals
• Limited e-mail capability

"The key is to explain the system," Kelley said. "We also want to encourage residents to check on their neighbors, especially those who are elderly and eligible for a the first dose right now. We encourage family members to check in on their elderly relatives. Everyone can help set up the vaccine appointments."

Vernon Town Administrator and Emergency Management Director Michael Purcaro said it's part of the town town's "all hands on deck" approach to getting the vaccine out. Eastern Connecticut Health Network Wednesday said it was pausing new shot appointments for those needing the first round so it could meet deadlines for those needing a second shot. Vernon, however, has been offering first shots with suppliers other than there hospitals, Purcaro said.

Ellington, Tolland, Stafford and Somers residents can also use the call center.

"This is municipal government being proactive," Purcaro said.

Hill said the center fields a minimum of 50 calls a day, but it's more like 75-to-100 on average. She said if a resident gets a busy signal, he or she should just keep calling.

Vernon officials are also compiling a list of those needing shots, so when the hospitals resume first vaccinations, appointments can be made.

The Vernon call center number is 860-896-4568.