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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

  • PLEASE NOTE: to make an outbound call you will now need to press 7 instead of 8
  • 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 a caller is calling SF Utilities about their services being disconnected, please discuss with them if they have an outstanding bill, etc. If they state that they paid their bill, it is important to ask when because if the bill was paid after-hours, it will be turned back on the following business day & we would not contact on-call for that. If they paid their bill during business hours, their services may not be turned back on until well after 5pm. Please refer to the SF Utilities Contract Information (below) for further guidance.
  • If you fill out a form/application for a caller it is ADVOCACY call type (this includes food distribution and mask donation calls too!
  • The Food to You Mobile Food Pantry program is operating again with drive-up service only (w/ no meals prior to the distribution): Food to You Mobile Food Pantry
  • The Compass Center began doing in-person advocacy in ERs again in August
  • 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 resumed regularly scheduled distributions at both locations in September: Necessities for Neighbors
  • 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
  • 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.
  • The SD CARES Housing Assistance Program can provide financial assistance (rent, mortgage &/or utility) to people in SD affected by COVID-19. The application is online and can be texted out to callers through iCarol: SD Cares Housing Assistance Program
    • If the caller says they do not have internet, explore other options such family, friends, etc. or encourage them to go to a physical partner site (listed in the iCarol resource)
    • If a caller is asking for the status of their application, you can transfer them to one of the following: Chelsea Schmidt, Chelsea Simmons, Katey, Bre, Jamie, Thane or Jade
    • Please take some time to review the FAQs about the program here: SD Cares FAQs and Application
  • One Sioux Falls funds will now be allocated by Minnehaha County Human Services. We may have callers contact us with general questions – please inform them of the eligibility requirements & other important information found in the iCarol resource: OneSF Fund
    • NOTE: we are not able to help callers complete the applicationyou may text it out to them through iCarol; if they don’t have technology, they would need to go pick up an application in person
    • There is still the Emergency Relief Fund available for individuals born outside the United States.  Click here for more info: Emergency Relief Fund for Immigrants
  • For Pennington County ALL rental assistance needs to go through Pennington County Health & Human Services first – utility assistance should be referred to the appropriate community resources found in iCarol.
  • 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

  • Centralized Sioux Falls Food Distribution is moving to neighborhood distributions beginning October 13th! Find the new location and distribution schedule here: Feeding SD Mobile Food Pantries 
    • People are encouraged to attend 1 distribution each calendar month
    • We will no longer be part of the registration process 
  • Callers in Sioux Falls who do not have transportation to food distribution sites, who are home-bound or who need necessities? Click here: CoronaHelpSF
    • CoronaHelpSF deliveries are now being done by Door Dashwe will schedule these deliveries using the link found in iCarol: CoronaHelpSF Schedule Delivery (password: FeartheRona211) 
      • Effective the week of August 31st, deliveries will happen Tues/Thurs not Mon/Wed
      • 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
      • 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? Homeless callers who are being housed are provided food from the County. 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

COVID-19 General Information

  • Hospital Medical Lines
    • Avera: 1-877-282-8372 (M-F 7am-7pm; Sat & Sun 8am-5pm)
      • There is also a “web-encounter” tool at that helps determine if someone is a good candidate for COVID-19 testing in their home community. Once the form is completed & submitted, someone from the Avera Covid-19 Hotline will call them to determine next steps.
    • Sanford: 1-605-333-4444 (24/7)
    • Monument Health: 1-800-279-1466 (7 days a week: 7am-7pm)
      • Monument Health is now providing online scheduling for COVID-19 tests in 5 communities in the Black Hills – this option allows people to schedule a test without talking to a nurse or the triage line. More info here: Monument Health Online Scheduling
    • Huron: 605-353-6214
    • Brookings: 605-692-2811 (M-F 8am-5pm)   
    • Watertown: click here for various options – Watertown Testing Facilities
  • 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!!)
  • The number to the DOH Call Center is 605-773-3048.  This is NOT a public number so please do not provide to callers.  Before transferring a caller to this number please get prior approval (unless trying to reach their DIS worker) from Jamie or Bre.
  • Questions about the Small Business & Healthcare Provider Relief Fund? Click here: Small Business & Healthcare Provider Relief Fund (this is a textable resource – the quick-links in the resource includes information on eligibility, how to apply, application deadlines, etc.)
    • If callers have specific questions about the fund, direct them to the call center 605.937.7243
    • The application closes Friday, October 30th (this deadline was just extended from the 23rd)
  • Questions about receiving a text message from the DOH? The SD DOH is attempting to reach people by any method so they may not receive a call prior to receiving a text message. If they do send out a text, the text will say something like – “My name is ____ and i work with the DOH. Please call me back at ###-###-#### regarding personal health information.” COVID-19 specific information will not be included in the text message!
    • PLEASE NOTE: Contract tracers may not have 605 numbers now as the DOH has began hiring them from everywhere
    • The DOH is using Facebook messages as a last resort to reach out to people. The message will request them to call regarding an important health matter but will never ask them to provide any personal information via the Facebook message.
  • The CDC has updated their guidance about close contacts defining them as someone who was within 6 feet of an infected person for a cumulative total of 15 minutes over a 24-hour period. More info here: CDC Definition of a Close Contact
  • Questions about when to start & end quarantine? Click here (& refer to the helpful graphics!): When to Start & End Quarantine (this is textable!)
  • Questions about the new “probable cases” statistic on the DOH website?  The probable case statistics are coming from antigen tests which involves a less-invasive nasal swab & results sometimes in minutes. To be considered a confirmed positive, a patient would need a positive PCR test, which is the initial nasal swab method used. Whether a case is confirmed or probable, the approach from the state is the same – individuals should still isolate & notify close contacts.
  • Check out this dashboard for South Dakota/county COVID-19 numbers!  It is really user friendly: Benchmark Database
  • Did your caller test positive for COVID-19 and hasn’t been contacted by DOH yet? Fill out the Quarantine/Isolation/Close Contact Concern form! Please do not transfer or email Michelle or Jessica as was the previous procedure. SD DOH Request – Quarantine/Isolation/Close Contact Concerns (these forms will send to staff who have access to the “system” and will be followed up on as soon as possible)
  • Asymptomatic individual who tested positive? Isolation date will begin 48 hours before their test date, not on the actual test date.
    Symptomatic individual who tested positive? Isolation date will begin on the date that symptoms appeared.
  • The CDC has updated their guidance about non-symptomatic close contacts stating that all close contacts of COVID-19 should be tested, however the test still does not test them out of quarantine. More info here: Considerations for COVID-19 Testing  (REMINDER: testing eligibility will remain up to the triage lines & primary care physicians)
  • If someone has previously tested positive for COVID-19 within the last 90 days they do not need to quarantine or get tested again for up to 3 months as long as they do not develop symptoms again. More info here: Who Needs to Quarantine  
  • Callers requesting a “Return to School Letter,” “Return to Work Letter” or “Get Out of Quarantine/Isolation Letter”? Please WARM TRANSFER them to 605-773-3048 between 8am-5pm Monday through Friday. If the line is not answered, fill out the form for the caller: Return to Work (School) Documentation Request Form
  •  The South Dakota Department of Education notified school districts in the state that the 14-day quarantine for close contacts is a recommendation, not a requirementschool boards are the final decision makers as to what each district’s policies will be.  
  • Effective 7/27, South Dakota 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)
    • If a test is undetermined, they will now be considered and reported as positive
  • 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 Superintendents 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) Do not fill out if a teacher, coach, etc – refer them to their school admin.
    • 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 SD Colleges & Universities COVID-19 responses & protocols? Click here: COVID Responses at SD Colleges/Universities
  • 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 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
  • 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 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
  • Questions about the tribal road blocks? Tribal Checkpoint Information  (complaints can be directed to the Governor’s office at 605-773-3212)

  • The Avera COVID-19 counseling line is no longer in operation; please provide L&S as well as any applicable referrals (605Strong/COVID Support Program might be a good fit!) 

Contract Information

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