Adapting Community Call Centers for Crisis Support: A Model for Home-Based Care and Monitoring

摘要

This report describes the development, testing, and implementation of a model to enable community health call centers, such as poison control centers, nurse advice lines, and other hotlines, to support home-management and shelter-in-place approaches in certain mass casualty or health emergency events. To guide call centers in adapting to accommodate such emergencies, we developed four specific products: A matrix of the Department of Homeland Securitys 15 National Planning Scenarios with potential call center response capabilities specified (Appendix 1). For the four National Planning Scenarios for which call centers had the best capabilities, a detailed list of all the applicable capabilities (Appendix 2). Suggested elements for public health information and decision support hotlines. (Appendix 3). Four fully detailed interactive response applications that allow callers to use their touch-tone phones to automatically retrieve critical information during a public health emergency (Appendix 4). These products were developed for the four specific planning scenarios but can be adapted to others as appropriate. Together, they cover the full range of capabilities that community health call centers can provide.