“Louise, Stade de France vaccination center, hello!
"It is from this Friday morning, at 9 am, that the telephone platform allowing to book an appointment in this vaccinodrome will be open.
Via Doctolib, the slots have been open since Wednesday evening at 10 p.m.
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Saint-Denis: at the Stade de France, the giant vaccinodrome is preparing to tackle the Covid-19
At the end of the line, candidates for the vaccine - the first injections are scheduled for April 6 - will come across students from Seine-Saint-Denis, most of them aged 19 to 25 and who live almost all of the department.
This Thursday afternoon, it was time for the final preparations, with practical training organized inside the enclosure.
"It's a little pride," admits Emmy, 22, who lives in Montreuil.
Originally from the South-West, she is a student in information and communication.
“We have the feeling of participating in the fight,” she adds.
It reminds me a bit of switchboard operators during the war.
We are in the thick of the matter and we feel concerned because even if the Covid affects our generation less, it has a very strong impact on our way of life… ”
Originally from Seine-et-Marne, Louise, 20, is a graduate student in psychology at Paris-8 University in Saint-Denis.
"We're going to be useful," she also feels.
I can tell myself that I played a role.
And working for a department is not like working for a company.
It's a mission.
"
10,000 doses to be injected per week
Many did not learn that they would be assigned to the vaccinodrome until they applied for an "administrative officer position."
"" Working at the Stade de France is no small feat, "smiles Nicolas, 20, who lives in Pavillons-sous-Bois.
Rahil, 25, remembers above all that she will "be in contact with people": "Our core target will be the elderly who do not really know where to turn," explains this resident of Saint-Denis.
We are sensitive to that.
"
Among the 10,000 weekly meetings at the Stade de France, 50% will be reserved for the inhabitants of the department via this call platform.
Future switchboard operators have received training on their role in the call center.
/ LP / Anthony Lieures
This Tuesday, the 54 new agents had all been gathered by videoconference in the premises of the departmental council in Bobigny.
“You are the first interlocutors of the inhabitants of 93 in their vaccination course, recalled Stéphane Troussel, the president (PS) of the department, by way of welcome.
I trust you and I count on you to welcome them and inform them.
The students recruited were recruited from over a thousand applications.
They signed a three-month renewable contract, as part of the departmental council's rebound plan.
Prepare recruits without putting pressure on them
On the program of the two hours of theoretical training: the vaccine strategy in France and its repercussions on the call center.
Manon Daubas, in charge of vaccination at the departmental council, practices a balancing act to make new recruits aware of the importance of their function, without putting too much pressure on their shoulders.
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"It is not your role to tell the person on the phone:
Yes or no, you can get vaccinated,
" she assures, even if the agents will have with them the list - evolving - of the ages and comorbidities eligible for vaccination.
"The posture to adopt is:
OK, I make an appointment but be careful, check whether you need a medical prescription or not
", she gives as an example.
This Thursday, Brigitte Abel, one of the two team leaders of the call center, hammers out the instructions to new agents, such as "Do not hang around too much to take calls" or "Guide residents outside Seine-Saint-Denis to the center closest to their home or invite them to make an appointment on Doctolib by themselves ”.
Knowing how to speak several languages, a major asset
Then she questions them: “The first thing to do when you receive a call is to introduce yourself,” she recalls.
How do you want to say things?
»Nabil tries himself:
« Seine-Saint-Denis, Nabil, hello!
»
Insufficient for the trainer.
“I would add something about vaccination:
Nabil, Stade de France vaccination center, hello!
All of that said very clearly, slowly… You are going to have people in their 80s who cannot hear well, or who do not speak French perfectly, ”she insists.
The ability to speak several languages was also one of the criteria for recruiting students.
Brigitte Abel also recalls the interest of reassuring the interlocutors about the confidentiality of the information they give.
“Even if you're not a doctor, they might want to tell you details about their health and tend to hesitate over the phone,” she says.
And to insist on a very important message at the end of the conversation: “You will have to tell them that there is a long queue and that you must not cancel for a yes or a no.
"
To set up this call center, the department drew on the experience of the three vaccination centers it already manages.
Four agents manage to answer about 250 calls during the day.
Reachable at 01.43.93.78.77 from Monday to Friday, 9 a.m. to 6.30 p.m. Exceptionally, the line will be open all Easter weekend.