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Image of a man looking at the Pima County COVID-19 dashboard.

Pima County is in the south-central region of the State of Arizona. With a population of approximately one million, it is about the size of Rhode Island. From college students to snowbirds, the community is about 37% Hispanic and is home to two tribal Nations.

In May 2020, Pima County started recording alarming increases in COVID-19 cases. With rapidly increasing cases and limited resources, the Pima County Health Department partnered with Maximus Health Services in July of 2020. The overarching aim was to strengthen public health efforts through an effective, comprehensive, and scalable pandemic response program.

Using a work-from-home model, Maximus quickly stood up a contact center and staffed up to 150 local Pima-based case investigators, contact tracers, and supervisors. Then, deploying tried and tested technology — building in automation where possible — Maximus swiftly operationalized data and customer relationship management systems, contact center set up, and other IT and logistic components. As a result, we have effectively supported the county through contact tracing, case investigation, test notification, vaccine and healthcare resource referrals, health education, and community outreach and support services.

“We talk to cases who are often extremely scared and worried about their diagnosis. Being able to provide and explain relevant, correct information for someone sick with COVID-19 on how to keep themselves and their loved ones safe is such an essential part of what we do… Our cases are too often part of families that have lost multiple members to COVID-19, and they are struggling with grief as well as their own diagnosis. We discuss their needs and connect them to resources through the Care Resource Coordination team, but we also provide them with a listening ear and empathy from people who care passionately about the welfare of their community.”

— Alexandra, Case Investigator and Pima County Resident

Maximus generates comprehensive reports to monitor, evaluate, and share timely data with Pima County leadership — complementing our disease mitigation support services. Reports include epidemiological trends, project performance, and quality metrics, special reports for school cases, household contacts, and University of Arizona cases. One of the most impactful tools Maximus has developed and maintained is a slate of internal and external data dashboards. These tools provide a central location for local leadership to visualize near real-time data, make informed decisions, and provide updated health guidance. In addition, the public can use the external dashboard as a comprehensive progress report on the pandemic’s impact in their communities.

See the Pima County COVID-19 Dahboard>>

One of the steepest challenges in gathering significant quantities of actionable COVID-19 health data has been communicating that information effectively. The critical piece is making it easy for people and businesses to access and understand up-to-date information so they can make informed decisions about exposure risk to COVID-19. Technology offers an effective way to address those concerns.

— Jonnell Sanciangco, GIS Manager, Maximus Public Health

We strive to achieve the best outcomes through enhanced coordination across multiple teams. This focus includes collecting and sharing timely, robust and complete data, updated scripts and protocols, improving systems’ interoperability, and rigorous staff training.

Using a work-from-home model, Maximus quickly stood up a contact center and staffed up to 150 local Pima-based case investigators, contact tracers, and supervisors. Then, deploying tried and tested technology — building in automation where possible — Maximus swiftly operationalized data and customer relationship management systems, contact center set up, and other IT and logistic components. As a result, we have effectively supported the county through contact tracing, case investigation, test notification, vaccine and healthcare resource referrals, health education, and community outreach and support services.

Our partnership with Pima County is evolving as the pandemic response progresses. At present, we offer scalable, flexible solutions to manage spikes in cases and contacts using forecasting and projections to manage our public health workforce. In addition, we have expanded our scope to include school case/contact management and needed services like a behavioral health referral program.

As we collectively move forward and work to put the worst of the pandemic behind us, the Maximus Center for Health Innovation remains committed to providing the highest quality services. Our people and methodology have evolved right along with the COVID-19 pandemic, and we are proud to be playing an ongoing role in safeguarding the economic and physical wellbeing of Pima County.