Listening to the public during a pandemic – and providing answers that make a difference

The Department of Health and Welfare (DHW) has a long history of providing services and reliable information to Idahoans. Even so, we knew from the early days of the pandemic that we couldn’t simply rely on decades of experience and our tried-and-tested communication practices with Idahoans and our partners. This is because we have all faced new challenges every day, that have affected each of us in different ways. We realized we had to listen in new ways.

So last April, we made the most of what 2020 had to offer, and we took to communicating with digital formats. We began a new listening initiative, where we made our subject matter experts available to the public to answer questions. One of these initiatives makes Facebook Live videos a weekly priority. We invite questions from the public, and each week one of our staff members goes live on Facebook with their answers. Our communications staff keep an eye on the comments in the video feeds as well, and stay engaged to make sure we understand whether we are getting it right – are we answering your questions? Are we providing the information you need that will help you to navigate through these uncertain times?

We have broadcast 43 Facebook Live events since April 2020, and we continue to listen to questions and share information in the videos. The topics we cover depend on what we are hearing from Idahoans: Is the vaccine safe? How does the Idaho COVID-19 Vaccine Pre-Registration System work? What is my vaccine priority group? What will the pandemic do to our mental health, and what can we do to cope?

We consider the questions and identify the experts within our ranks who know the answers. Depending on the questions we hear, our featured experts may specialize in immunizations, epidemiology, behavioral health, public health recommendations such as what kinds of gatherings are higher or lower in risk, and more.

As we catch a glimpse of normalcy returning to Idaho, we are feeling a sense of hope due to the arrival of three effective and safe COVID-19 vaccines. March Madness is back, friends and family are planning summer vacations, and Sunday dinners with vaccinated grandparents are (mostly) back on schedule.

But hope is fragile. It is based on our belief systems and our choices. It is based on the expectation of a positive ending. In this case, the end of the pandemic.

Hope, for me, is based on the choices thousands of Idahoans are making every day. Idahoans are choosing to get the vaccine. They are choosing to protect their friends, family, and community. They are choosing to keep schools open, support local businesses, and believe in the safety and effectiveness of the COVID-19 vaccine.  

I am encouraging all Idahoans to choose to get the COVID-19 vaccine. The COVID-19 vaccines have been tested by more than 70,000 Americans. Millions of Americans have now received the vaccine. It is safe and effective.

The one-year anniversary of the first case of COVID-19 in Idaho is coming up on Saturday, March 13.

For many of us, it’s been the longest year of our lives. We’ve sacrificed gatherings with family and friends, hugs and in-person time with grandma and grandpa and other people at high-risk for serious illness, as well as travel and vacations. We have learned to work from home, or had our work dramatically reduced or stopped, and had our lives mostly upended by this insidious virus.

Many of us weren’t able to watch our kids at their sporting events and competitions. We’ve worn masks whenever we’re in public places where we can’t maintain at least 6 feet between us.

And too many of us have made the greatest involuntary sacrifice of all with the COVID-related death of a loved one.

I want to thank you all for the sacrifices you’ve made in the past year because of the pandemic. I know it has not been easy.

But I am encouraged by recent trends in COVID-19 data. Testing percent positivity is less than 5 percent and has been for the past couple of weeks. Case numbers have fallen and now seem to be leveling off. Hospitalizations have decreased. The number of Idahoans getting vaccinated increases each day.

Every day, we’re getting closer to getting back to normal.

Due to overwhelming demand for the COVID-19 vaccine, many Idahoans have been unable to make an appointment to get a vaccination. Overwhelmed phone lines and websites at the public health districts and enrolled provider organizations has been frustrating for Idahoans. They have expressed their frustration on social media, in emails, and in phone calls.

Gov. Brad Little announced today through a press release that the State of Idaho has created a new COVID-19 vaccine appointment pre-registration solution to help alleviate the frustration of many Idahoans in trying to make an appointment to get the vaccine. The new system, called Idaho’s COVID-19 Vaccine Pre-Registration System, makes it easy for Idahoans to put their names on a waiting list.

This system allows Idahoans (and those who work in Idaho) who want to receive the COVID-19 vaccine to save their names to a statewide list. Vaccine providers can then easily find people who want the vaccine. By adding your name to the list, you are telling vaccine providers that you are interested in receiving the vaccine. You can add your name now, and you will be notified when you are eligible to receive the vaccine and a provider has vaccine available.

The new COVID-19 vaccine appointment pre-registration system is available at https://covidvaccine.idaho.gov/.

The new system is user-friendly. The instructions are in plain language. It was been built from the ground up, specifically for Idahoans.

I want to echo Gov. Little’s words – all Idahoans who choose to get the COVID-19 will be able to do so. It is our top priority.

One quick reminder: if you are in a priority group that is currently receiving the vaccine (e.g. 65 and older), make sure you pre-register through the new system so that an enrolled provider in your area can reach out to you and schedule your vaccine appointment.

We know you are frustrated

When Gov. Brad Little and I answered questions last Tuesday at the AARP Telephone Town-hall, we heard numerous Idahoans express their frustration at being unable to make a vaccine appointment because of overwhelmed phone lines and websites at the local public health districts and enrolled provider organizations.

The biggest issue, as we all are aware, is that the supply of the COVID-19 vaccine is not meeting the demand in Idaho and across the country. The allotment from our federal partners doesn’t meet the needs of Americans at this time. That is a frustration we, and many other states, are feeling. We are working with our federal partners, and we are hopeful this will change over time.

So I want to let you know that I hear you. I understand your frustration. Under Gov. Brad Little’s direction, DHW teams are working on a vaccine pre-registration solution. It will save you time and worry. When it is available, we will let you know through all available channels. Your ability to get a vaccine – should you choose to do so – is our top priority.