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Helpline Center News Feed

Please stay updated! It may be helpful to leave this screen open to refer to throughout your shift. Refresh the page often – we update real time as new information is available! New information is in orange!

The on-call sheets can be found by clicking here: Weekday On-Call / Saturday On-Call / Sunday On-Call
(if you get a message that says you need to request access to the on-call sheet, enter the following credentials – email:  password: Oncallforever!!)

Connection Center Information/Reminders

  • Reminder to look into a resource that you are providing every time you refer it b/c information is constantly changing!  Check to see if there is a temporary message at the top and then scroll down in iCarol to COVID-19 updates on the agencies referral page to stay up to date on new information!
  • If you fill out a form/application for a caller it is ADVOCACY call type (this includes food distribution and mask donation calls too!
  • We are seeing an increase in Emerald Ash Borer calls! Please familiarize yourself with the new procedure at the top of the form: Register Your Treated Trees (there is also an “other information” area in the resource that you may find helpful to answer some questions callers may ask you
  • Necessities for Neighbors at the First Lutheran site is NOT functioning at this time – they have given all of their resources to CoronaHelp. If a caller is in need of any of the items we would usually refer to Necessities for Neighbors for, please offer to complete CoronaHelp Basic Needs form or provide the Peace Lutheran date option if it is in the near future. Click for more info:   Necessities for Neighbors
  • If you have a caller who says they received an email that their Delta Dental appointment was cancelled, please help the caller to reschedule an appointment
  • We are now able to complete Furniture Mission referrals.  Click here for updated process information: Furniture Mission
    • FM is accepting a VERY limited amount of donations; please inform caller to call ahead
      • REMINDER: the referral form requires a document to be uploaded at the end – you can find this in the Helpline Shortcut folder under “Furniture Mission Verbal Consent.” You do not need to change the document or enter anything on it, simply attach it as is.
  • Medication Disposal? Click here to view info/form:  Dispose Rx: Medication Disposal

  • Prescription Drug Lock-boxes? Click here: Safer Lock box
  • Info about Huron Summer of Care (previously known as Day of Caring) click here:  Huron Summer of Caring
  • Do you have a caller that accepts a follow-up from one of our COVID-19 Support Specialists? Instead of scheduling a follow-up, please utilize the “COVID Support Program Referral Form” found in the COVID Support Program resource in iCarol. Click here to view form:COVID Support Program

Statewide Government Office Information

  • DSS offices are open by appointment only.  Customers are encouraged to continue to use online or remote resources. 

  • Department of Public Safety Drivers License Renewal stations statewide will begin to be open “by appointment only” beginning on May 18; to schedule an appointment, applicants need  to call 605-773-6883 or email Staff will prioritize appointments according to need. Online renewal is still availableDepartment of Public Safety – Licensing

Sioux Falls Specific Information

  • Mayor TenHaken’s “No Mingling” ordinance was repealed at the City Council meeting on 5/26; this means that there will be no restrictions on businesses in SF starting Friday 5/29 but businesses are encouraged to continue to follow CDC and DOH guidance (Res. 64-20; Section 5). The council stressed it is now up to residents to maintain personal responsibility. Res. 64-20
  • Questions about the SOAR Business Technical Assistance Program?  The infographic can be found here: SOAR infographic
    Please fill out the form for businesses wanting to register & expect a 2 day response time. Click here: SOAR Technical Assistance Registration  
  • Complaints about a business within Sioux Falls city limits not following CDC guidelines? There is now a form in iCarol (“Complaints about Sioux Falls Businesses during COVID”) that we can fill out with callers that goes sends the information directly to the City of SF Health Department.  Click here to view form: City of SF COVID-19 Business Complaint

  • City Ordinance 31-20 that allows for curbside garbage, yard waste & recycling pickup is still in effect: Ord. 31-20
  •  Homeless Individuals & COVID-19 testing:
    When an individual is needing transportation to a satellite test site: Homeless Individuals & COVID Testing
    When an individual makes entry at the medical facility, view protocol here: Homeless Individuals & COVID Testing
        • DO NOT give out the on-call phone number or name – even to the hospital/clinic! 
          Medical facility will transport individual to location established my MCHS
        • Reminder calls need to come from the healthcare facility and not the patient themselves 

Financial Assistance Information

  • Use COVID-19 taxonomy for resources but also remember to utilize rent, utility, etc. taxonomies for additional resources.
  • One Sioux Falls fund deadlines are all passed for rental and mortgage assistance.  There is still the Emergency Relief Fund available for individuals born outside the United States.  Click here to view info: Emergency Relief Fund for Immigrants
  • In Western SD ALL rental assistance needs to go through Pennington County Health & Human Services first!
  • In Brookings and Vermillion refer callers needing any type of financial assistance to the Salvation Army
  • Anyone who lives or works in Beadle County click here: Beadle County Rental Assistance Fund (this is textable through iCarol!) – people are eligible to apply for this a second time by completing the application again
  • Anyone in the Capital Area (Hughes & Stanley Counties) click here: Capital Area Community Response & Recovery Fund (this is textable through iCarol!)
    • The application asks people to list their most pressing financial needs, it is not exclusive to one type of assistance

Food & Necessity Information

  • Project SOS backpack delivery?  Project SOS Intake (password: StudentsFirst211) 
    • There is also a textable link in iCarol that you can send to callers to complete the registration themselves: Project SOS
  • Boys & Girls Club Food for Kids registration? Please complete the following form with the caller: Food for Kids Registration (this link was sent out in a text but if anyone calls with trouble filling out the form, we can assist them)
    • Find more information here: Sioux Empire Food for Kids (this is also the referral that should be attached in iCarol)
  • Centralized Sioux Falls Food Distribution? Location change effective 6/1/20! Click here: SF Food Distribution Sign-up  (you can fill this out for the caller or this is textable  through iCarol!)
  • Callers in Sioux Falls or Black Hills area who do not have transportation to food distribution sites, who are home-bound or who need necessities? Click here: CoronaHelp
    •  CoronaHelpSD has been shut down; we can still complete forms for CoronaHelpSF but the statewide program is no longer running (please refer them to any applicable local resources to help meet their needs) 
    • NEW! There is now a CoronaHelpBH program available for the 6 county area in the Black Hills! We are signing callers up and setting a call back time for them – we are not scheduling the deliveries. CoronaHelpBH Intake (password: RonaintheHills211)
    • NEW! CoronaHelpSF deliveries are now being done by Door Dashwe will schedule these deliveries using the link found in iCarol COVID19 Basic Needs (this is not textable): CoronaHelpSF Schedule Delivery (password: FeartheRona211) 
      • Please pay close attention to the delivery schedule when scheduling deliveries; callers are eligible for a delivery every 2 weeks – they can call to schedule their next delivery after they receive their current onewe cannot schedule a delivery for the future if they already have a future delivery pending
      • We will only complete the CoronaHelpSF intakes from 8am-10pm so please advise callers to call back during that time period if they call overnight
      • Is your caller calling to report an issue with their scheduled DoorDash delivery? Click here: DoorDash Failed Delivery Reporting
        • Please verify the address, phone # and delivery instructions that are listed in their profile are correct – if they are not, email Bre and/or Alex to update with correct information
        • You can also offer to reschedule them for an upcoming delivery through the normal method along with completing the failed delivery form for them
    • No deliveries to Bishop Dudley, UGM or Children’s Inn (they are willing to assist someone that is transitioning from these places to a more permanent location)
  • Is your caller homeless, being quarantined at a hotel & requesting food? Callers who are being housed at Sleep Inn (this location is not public knowledge) by the county due to a positive COVID-19 test are delivered 3 meals – breakfast, lunch & dinner – every day by Rollin Pin. Please verify with the caller that they are receiving these meals & inform them that, unfortunately, there are no other resources for food at this time (what the county is providing should be sufficient).  Please do not complete an additional CoronaHelpSF request form for these individuals.

Donation Information (Masks, Food, Financial)

  • Statewide cloth mask donations? Click here: Cloth Mask Donation Sign Ups (you can help callers sign up or this is textable through iCarol!)
    • Callers can choose the organization they’d like to donate masks to as well as how many masks they’d like to donate
    • Once the form is submitted, an email with how to deliver masks to the chosen organization will be sent to the email provided on the sign-up form
      • NOTE: if someone is selling masks, you can offer to take their information (we will not pass this information along to anyone as the SD DOH has their vendors secured) 
  • Is your caller from the Black Hills (Rapid City and Spearfish areas) & looking for a mask? Click here for info:   Masks Available in the Black Hills during COVID
    NOTE: both of these options can be found & texted by utilizing Masks*COVID19 taxonomy in iCarol
    • If a nonprofit agency is requesting masks, direct them (or help them!) to fill out the form at & then choose the sign-up here option
  • Food donations? At this time, unless from a retail or wholesale donor, individual food donations are not being accepted.
  • Financial donations? Financial Donations can be made directly to FeedingSD or CoronaHelpSD on their individual websites. OneSF donations can be made on the same page as the application on our website.

COVID-19 General Information

  • Hospital Medical Lines
    • Avera: 1-877-282-8372 (M-F 7am-7pm; Sat & Sun 8am-5pm)
    • Sanford: 1-605-333-4444 (24/7)
    • Monument: 1-800-279-1466 (7 days a week: 7am-7pm)
    • Huron: 605-353-6214
    • Brookings: 605-692-2811 (M-F 8am-5pm)
    • Watertown: 605-753-1408  (M-F 9am-9pm, Saturday 9am-1pm, Sunday 1pm-5pm)
  • ANY call related to COVID-19 needs to have at least one COVID-19 referral attached – you can choose all taxonomies that apply
    (NOTE: There is a L&S COVID-19 taxonomy option!!)
  • Effective 7/27, South Dakota has changed testing results from “total tests” to “total persons” so if a person has tested multiple times they will only be counted as 1 total person (i.e. previously, if I had been tested twice, I would have been counted as 2 negative tests…now, I’m only counted as 1 because I am one unique person)
  • The CDC has slightly updated their guidelines about COVID-19’s livelihood on surfaces – noting that it “does not spread easily in that manner” but also emphasizing that “it may be possible for COVID-19 to spread in other ways than person-to-person, but these are not thought to be the main ways the virus spreads.” Find the updated guidance here: How COVID-19 Spreads
  • Weird situations or odd calls regarding COVID-19 guidance? Please complete the form: SD DOH Request – Quarantine/Isolation/Close Contact Concerns (the form will send to DOH who will follow up with the caller)
  • School officials looking for guidance? Please complete the form: SD DOH Request – Quarantine/Isolation/Close Contact Concerns (the form will send to DOH who will follow up with the caller)
    • There is also a K-12 icon near the top of the site that takes them to a page  of resources for school officials. Click here: Starting Well 2020
  • Questions about contact tracing? Click here: Contact Tracing Infographic  
     If caller is upset about lack of info for contact tracing remind them that the close contact’s name will not be released to them.  If they know they were exposed and the DOH did not reach out to them it is likely that they haven’t responded to the DOH’s efforts or that the close contact did not list them as a close contact with the DOH.
  • Questions about Walgreens testing in SF? Walgreens Drive-Thru Testing
  • Questions about Governor Noem’s ‘Back to Normal’ Plan? Click here: SD Back to Normal Plan
  • Calls about people not quarantining? The DOH provided guidance to us that while people are strongly recommended to follow CDC guidelines when it comes to quarantining, it’s hard to enforce the quarantine. There is much more authority to follow through and enforce people who are supposed to be isolating
    • Confused about the terminology? Someone who has been exposed or in direct contact would be instructed to quarantine while someone who has tested positive would be instructed to isolate
  • Any first responders can submit their PPE requests to the following email: (these requests will be filled based on availability of supplies & cannot be guaranteed)
  • There is now a statewide complaint form that we can complete for callers who have a complaint about a business outside of SF not following CDC guidelines. Find this in iCarol under “Complaints about South Dakota Businesses (other than SF) during COVID”. You can also find the form by clicking here: Complaints about South Dakota Businesses (outside of SF)  
  • Questions about holding events? Guidance provided by the state DOH is as follows –
    • The state is not advising whether or not to move forward with an event.
    • Event organizers should review the latest data on the website to help in decision making process.
    • If organizers make the decision to go forward with hosting such an event, they should make sure to discuss the event with the local leaders where the event will be held for their input.
    • Event organizers should also review the CDC guidance on gatherings at to guide their discussions and efforts.
  • Businesses with a positive case do not need to report case to the DOH, as the DOH already knows.  
    **(A person who tests positive may potentially return to work sooner than a person who has been in contact; a person can return to work after based on the CDC recommendations below, while a person in contact needs to quarantine for the full 14 days).**
    CDC recommendations on when someone can return to work are as follows:
    • No fever for at least 24 hours (without the use medicine that reduces fevers)
    • Other symptoms have improved (for example, when your cough or shortness of breath have improved)
    • At least 10 days have passed since your symptoms first appeared (the previous CDC recommendation was 7 days
  • There is now a main section on the Helpline Center COVID-19 webpage for translated information.
  • Did caller previously test positive or is a close contact & is now requesting a letter of clearance?
    Please do not transfer the individual to the call center. We can complete the “Return to Work Documentation Request Form” with the caller or offer to text them the form to complete themselves (it is now textable through iCarol!); if time allows, it may be most effective to fill out the form with the caller to prevent them having to call back if we text to them and they have questions trying to do it themselves. Click here to view form: Return to Work Documentation Request Form
  • Questions about exposure? Click here:  What Should I Do Flowchart 
  • Questions about antibody testing at Monument Health? Click here: Monument Health Serology Testing 
  • Sanford Health has halted the statewide Hydroxychloroquine Clinical Trial in South Dakota due to recent study findings in other states that have found no benefit. Read the story here: Sanford Halts Study on Hydroxychloroquine

  • Questions about a positive case in a county disappearing? Inform caller that some previously reported cases have been changed to different counties based upon new information obtained in the investigation of these cases.
  • Questions about receiving a text message from the DOH? The SD DOH is attempting to reach people by phone prior to sending out any text. If they do send out a text, the text will not say DOH due to HIPPA privacy stipulations. Any text that identifies themselves as the DOH should be handled with caution as it is potentially a scam.
  • Questions about recovered COVID-19 patients donating plasma? Refer them to the Red Cross. See link for more info: Plasma Donations from Recovered Patients
  • Calls from facilities asking if they are eligible for mass testing?  Have caller send an e-mail to Requesting Mass Testing
  • If a caller would like to speak to their DIS, but can’t remember the DIS name/number encourage caller to call back on the number that they were contacted on; if they don’t have the # transfer caller to 605-773-3048 (this # is only answered M-F 8-5)
  • Any questions about the tribal road blocks (iCarol) Tribal Checkpoint Information  or complaints can be directed to the Governor’s office at 605-773-3212

Contract Information

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