15 Staff Scripts
These are text message/email scripts for use in the STAR study
15.1 Outside US detected
Dear XXXXXX,
Our automated data review prior to your one-week visit has revealed that you are not located inside the United States.
As mentioned in the screening survey and in the consent form, this study is intended for US residents only. We do not have permission to enroll people internationally, nor do we have the ability to make international payments. Therefore, you will no longer be able to participate in the study and there will be no check-in visit tomorrow. We wish you luck in your recovery.
Sincerely,
Susan
STAR Study Manager15.2 Payment setup emails
These messages are sent the day after participants are set up in Advarra.
The subject of both types of email should be STAR Study Payments.
- Participant payment dates will be either the 15th of the month or the 30th of the month depending on consent/onboard date:
- Participants onboarded between the 28th and 14th will be paid on the 15th.
- Participants onboarded between the 15th and 27th will be paid on the 30th.
There are 2 handouts to attach for each type of email: see the appropriate subfolder in S:\optimize\administration\financial\adverra_handouts
15.2.1 Direct deposit
Hello ____,
We have received confirmation that your study payment account is ready to to be set up and activated.
Attached please find an information handout for setting up direct deposit. You DO NOT need to fill out or return this handout to study staff, but follow the instructions carefully. Note that you will receive emails from up to three different companies (Advarra, Hyperwallet, and Paylution) in order to complete all steps in the setup.
Your payments will be processed on the ____th of each month by 5pm Central (Chicago) time. You will receive an email from us when payments are loaded into your account, which will include a breakdown of your payment amount.
If you do not receive your funds as expected, please contact us directly as soon as possible. If outside of normal business hours, please also contact Hyperwallet Account Services at the number on the handout.
We have also attached a Frequently Asked Questions handout from the payment provider. If you have any other questions about setting up your Hyperwallet account, or about payments in general, please don't hesitate to reach out to us at (608) 262-1362.
Thank you for being part of the STAR study!
Susan
STAR Study Coordinator15.2.2 Debit card
Hello ____,
We have received confirmation that your debit card on which you will receive study payments, has been mailed by USPS Priority Mail. It was sent _________ and the tracking number is ____________________________ (click [here](https://tools.usps.com/tracking/) to track). Delivery is expected on ___________.
Attached please find a cardholder information handout. You DO NOT need to fill out or return this handout to study staff. You may register your card following the instructions on this handout.
Your payments will be processed on the ____th of each month by 5pm Central (Chicago) time. You will receive an email from us when payments are loaded on your card, which will include a breakdown of your payment amount.
If your card is lost or stolen, please contact us directly as soon as possible. If outside of normal business hours, please also contact Hyperwallet Account Services at the number on the handout to deactivate the card immediately.
We have also attached a Frequently Asked Questions handout from the payment provider. If you have any other questions about setting up your debit card or about payments in general, please don't hesitate to reach out to us at (608) 262-1362.
Thank you for being part of the STAR study!
Susan
STAR Study Coordinator15.3 Adherence emails
Per JC we will NOT be discontinuing people who fail to provide GPS or EMA - however, we should let them know when these are detected, just as a reminder about their payment amounts.
15.3.1 Missing GPS
Subject: STAR Study: Missing GPS Alert
Hello ____,
Our system reports that we haven't received GPS from you since _______. We just wanted to reach out and let you know so you could decide if you wanted us to call you to help get it turned back on. Keeping your GPS turned off won't affect your participation, but turning it back on will earn you a $5 per month bonus.
If you'd like to turn it back on <insert instructions for specific OS>
Thank you for being a part of the STAR Study!
<NAME,>
STAR Study STAFF15.3.2 Low EMA
Subject: STAR Study: Missing Daily Survey Notification
Hello _____,
I'm just reaching out to let you know that our system reports that we haven't received a daily survey from you since ______.
If this is intentional, you don't need to do anything! We understand that not everyone likes completing these surveys, so missing daily surveys won't affect your participation.
This month, since our system is still not sending reminders, your payment also _won't_ be affected and you will earn full credit for all surveys. Going forward, completing daily surveys earns $1/ per day and up to $20 in bonuses per month.
If you haven't been getting your daily surveys or are having other issues completing them, please let us know and we would be happy to help you troubleshoot.
Thank you for being a part of the STAR Study!
<NAME,>
STAR Study STAFF15.4 Payment email
Subject: STAR Study Payment - Month ____
Hello _____,
A payment has been requested from Advarra to your [study debit card/direct deposit account]. Over the last month, you earned the following:
$40 for your consent/intake visit
$10 for your first bi-monthly survey
$10 for the one-week check-in visit
$27 for 27 completed daily surveys
$7 to cover any daily surveys we missed due to tech issues with our system
$20 in bonuses for completing more than 12 daily surveys in each half of the month
$5 in GPS bonuses
$50 to help cover your cell plan payment
In total, your payment for last month comes to $169. The payment should post by midnight tonight, Central Time.
Please let me know if you have any questions or concerns about your payment, and thank you so much for being a part of our study!
Best,
Susan
STAR Study Coordinator