Experiences of case and contact management teams during the COVID-19 pandemic response in Ontario

Abstract

Case and contact management (CCM) teams play a vital role in the COVID-19 pandemic response. This study aims to understand the experiences of CCM team members during the COVID-19 pandemic to identify areas of improvement for future crises. A mixed-methods, cross-sectional online survey was conducted from November 2020 to March 2021. There were a total of 49 relevant survey responses. Participants were CCM team members responding to the pandemic in Ontario. Frequency tabulations were used to analyze closed-ended survey responses, and both a conventional content analysis and thematic analysis were conducted on the open-ended responses. Study results revealed that inadequate planning and preparedness, poor communication, high workloads, and stress levels of CCM team members were notable areas of concern. These matters ultimately affected the well-being of CCM team members and acted as barriers to completing CCM work. It is imperative that adequate staffing and accessibility to mental health support from employers are improved in future times of crisis to ensure that CCM teams are able to meet the demands of their work. Further studies should be conducted to examine the experiences of CCM team members as well as barriers and facilitators to completing CCM work.