Statement from Detroit COO Hakim Berry on TCF COVID Vaccine Scheduling process

Since 9 a.m. this morning our COVID vaccine scheduling call center staffed by Rock Connections has experienced extremely high volumes, receiving more than 100,000 calls. Those who predicted that Detroiters would not be interested in receiving the vaccine were clearly incorrect.

Rock Connections has already increased its call center staff from 42 to 56 representatives booking the appointments.  Call Center hours have now been increased by two hours a day and will operate 9 a.m. and 8 p.m.

Our system is set up so that calls will not be kept on hold if there is more than a half-hour wait to speak to a representative.  If your call is dropped, please call later today or anytime this week.  At any point the wait time is under 30 minutes, your call will go through.

A major cause of call volumes is a large number calls from individuals who are not eligible.  We do not have the capacity to answer questions from people under 75 or non-Detroiters about vaccinations in general.  If you are not eligible to book the vaccine, please do not tie up the call lines.

As a reminder, people should call 313-230-0505 to schedule an appointment only if they meet the following qualifications:

  • A Detroit resident 75 and older 
  • Any “good neighbor" 65 and older who drives a 75 year old (or older) Detroit resident to TCF 
  • The following Group B essential workers: K-12 teachers and support staff and child care workers

We are booking 20,000 appointments through February 5th.  The call center has the ability to book up to 4,000 appointments per day, so we expect to be booking appointments at least through the end of the day Friday.  We will add to those appointments as fast as the federal government provides vaccines.

We thank Detroiters for their patience in this process and, most of all, for their commitment to being vaccinated so life can get back to normal as soon as possible.