Oracle Cheat Sheet for Vaccine Operators
Approved Scripts of 7/15/2021. These scripts may change as NYS policy is updated.
Customer Service
Call Closing
Placing a Caller on Hold
Resources for Case of Abuse or Domestic Violence
Responding to callers who may be angry, upset, or inappropriate
Answer Not Found in Oracle
Oracle Answer ID
#24610
#25243
#25150
#12871
#20592
Vaccine/ Reopening Guidance
CDC or Local Healt]h Department vs. New York State Guidance
COVID-19 Exposure After Vaccination
Updated NYS Reopening Guidance
Wearing a Facemask in Public
Previous Reopening Updates
Vaccine: Lost Vaccination Card
Vaccine Products Recognized by NYS
Vaccine: Employer-specific Requirements*
Oracle Answer ID
#25187
#25124
#25242
#14294
#25375
#25259
#25391
#25260
Scheduling/ Rescheduling/ Cancelling
Vaccine: Scheduling First-Dose Vaccine Appointment
Vaccine: Rescheduling Second Dose
Walk-In Appointments now available at NYS Vaccination Sites
Finding a Test Site – Alternatives to State-Run Test Sites
Vaccine Finder – Locating alternative sites offering COVID-19 vaccines
Vaccine: Appointments for Homebound Individuals*
Oracle Answer ID
#16913
#23711
#25301
#25379
#25378
#25265
Eligibility
Vaccine Eligibility: New York's Universal Eligibility
Vaccine: Consent for Scheduling Appointments for Other Individuals
Vaccine: Frequently Asked Questions for Minors Age 12-15*
Oracle Answer ID
#16918
#25179
#25326
Transfer/ Language Line/ Tier 2
Tier 2 Transfer
VCC Language Line: Conferencing in an Interpreter/Translator
Transfers Between the COVID-19, Vaccine Hotlines, and Excelsior Pass Help Desk
Oracle Answer ID
#12675
#20617
#17108
Excelsior Pass
Excelsior Pass - FAQs for non-EP operators
Oracle Answer ID
#25361
Excelsior Pass: Calls from Vaccination Providers
#25411
Excelsior Pass: Data Remediation and Record Review Request Form Submission Process
(For Vaccine Pass Only)
#25305
Other
Vaccine Site Hours of Operation
Zendesk: Submitting a Ticket
Vaccine Incentive Programs - Vax & Scratch, Shot in the Park, Get a Shot to Make Your
Future, Free Bus Pass
COVID-19 Variants
Oracle Answer ID
#25333
#25244
#25340
Guidance for K-12 Schools and the State University of New York (SUNY)*
#25420
Testing Requirements: Nursing Home Staff*
#14785
*Script is new or has been recently updated
#25398
*Script is new or has been recently updated