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Booking System Roles
The following are key roles which have been identified to support the Book My Vaccine tool. These roles include staff from the vaccination site, DHB, MoH and Whakarongorau. Further information related to the expected support, behaviour and outcomes of these roles is detailed below in section 4.2.2.
Key Roles Role Description
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Site Receptionist The Site Receptionist manages on-site check-in procedures and performs health checks prior to vaccination. The Site Receptionist is provisioned the role of Concierge in the Book My Vaccine tool.
Whakarongorau National Call Centre Coordinator The Whakarongorau National Call Centre Coordinator is the inbound point of entry for all booking queries. They are responsible for assisting consumers with creating, cancelling, and amending bookings, completing follow up activities where commissioned to do so and answering general vaccine related queries. They are provisioned the role of Special Concierge in the Book My Vaccine tool.
Whakarongorau DHB Liaison
Site Lead The Whakarongorau DHB Liaison is the primary point of contact for communications and escalations for booking related processes that require Whakarongorau interactions. They are responsible for the operation of the contact centre and for escalating issues with MoH Operations Leads and the DHB Operations Leads as required. The Whakarongorau DHB Liaison and details on how to contact them will be agreed as part of the engagement plan.
The Site Lead manages the day-to-day operation of their site and are the primary point of communication for the site. They are responsible for identifying and escalating any scheduling changes to the DHB Site Admin.
Site Admin The Site Admin maintains the Site Admin Role in the booking system, and acts as the first point of escalation in managing the technical operations of the system for the sites they oversee (recommended to have 1 Site Admin per 10 sites). They are responsible for triaging and escalating (minor/major event) site schedule changes.
DHB Site Admin The DHB Site Admin acts as the first point of escalation for managing the technical operations of the system for the sites they oversee (recommended 1 Site Lead per 10 sites). They are responsible for triaging and escalating impactful (Minor/Major event) site schedule changes. The DHB Site Admin is provisioned the role of Site Admin in the Book My Vaccine tool.
DHB Operations Lead The DHB Operations Lead is accountable for managing the operational activities for a DHB. Their key roles include generating reports to identify DHB follow-up activities, managing all escalations that are required to be raised to a DHB's attention and sharing escalations with MoH and Whakarongorau as required. They are accountable for the accuracy of all site schedules.
MoH Operations Lead The MoH Operations Lead is the primary point of contact for escalations into the Ministry of Health. Their key obligation is managing communications between MoH and Whakarongorau/DHBs. They are provisioned the role of Super User in the system, and are responsible for onboarding users, creating DHBs and initial Site creation in the system.
