Colorado State Health Department’s COVID-19 vaccine hotline is experiencing extreme wait times

The toll-free number is 1-877-CO VAX CO (1-877-268-2926)
The state’s COVID-19 vaccine hotline is experiencing long wait times for those who call in to get information on a vaccine and where the nearest clinic is.
Published: Feb. 2, 2021 at 1:35 PM MST
Email This Link
Share on Pinterest
Share on LinkedIn

COLORADO SPRINGS, Colo. (KKTV) - Colorado’s COVID-19 vaccine hotline is experiencing long wait times for those who call in to get information on a vaccine and where the nearest clinic is.

The hotline changed its hours for the month of February and is now open 24/7. The Colorado State Health Department tells 11 News, their staff handled 2,199 calls on Feb. 1. More than 220 people chose to stay on the phone and wait to speak to a representative.

The other 1,977 people chose to get a callback when it was their turn. The average wait time was reportedly about three hours before they got a callback.

11 News reached out to the Colorado State Health Department and asked how they were combating these long wait times.

Alex Barba, from the Colorado Department of Public Health, says each call takes about nine minutes.

“When people call we want to make sure that we are addressing every single customer and question they have to the best of our ability,” Barba explained. “A lot of 70 [and older] people who are calling because they are not as web-savvy and they’re looking at our website and we’re walking them through that web copy. Sometimes we’re even signing people up and registering them.”

CDHPE also says call volume has been fluctuating since the hotline opened, and expects this to continue as more vaccine announcements are made and more people are able to get the vaccine.

As of Tuesday, the call center reportedly had 60 agents working to answer questions, but they plan to triple the number of staff by the end of this week. CDPHE hopes increasing the call center staff to about 150 people will help lower those wait times.

The toll-free number is 1-877-COVAXCO (268-2696). For more information on COVID-19 and the vaccine, click here.

Copyright 2021 KKTV. All rights reserved.