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<p><strong>You Are Here:</strong> <span class="crumb_link"><a href="/" class="crumb_link">AHRQ Archive Home</a> > <a href="/prep/" class="crumb_link">Public Health Preparedness Archive</a> > Adapting Community Call Centers for Crisis Support</span></p>
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<td><h1><a name="h1" id="h1"></a>Adapting Community Call Centers for Crisis Support</h1></td>
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<tr>
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<td><div id="centerContent"><p><strong>Public Health Emergency Preparedness</strong></p> <div class="headnote">
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<p>This resource was part of AHRQ's Public Health Emergency Preparedness program, which was discontinued on June 30, 2011, in a realignment of Federal efforts.</p>
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<!-- <p>Now this resource is supported by the <a href="http://emergency.cdc.gov/">Centers for Disease Control and Prevention</a> (CDC).</p> -->
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<p>This information is for reference purposes only. It was current when produced and may now be outdated. Archive material is no longer maintained, and some links may not work. Persons with disabilities having difficulty accessing this information should contact us at: <a href="https://info.ahrq.gov/">https://info.ahrq.gov</a>. Let us know the nature of the problem, the Web address of what you want, and your contact information. </p>
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<p>Please go to <a href="https://www.ahrq.gov/">www.ahrq.gov</a> for current information.</p></div>
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<h2>A Model for Home-Based Care and Monitoring</h2>
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<hr />
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<p>This report describes a model to enable community health call centers to support home-management and shelter-in-place approaches in mass casualty or public health emergency events. Community health call centers include poison control centers, nurse advice lines, and other hotlines.</p>
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<p>Select to download print version (<a href="callcenters.pdf">PDF File</a>, 2.3 MB; <a href="/pdfhelp.htm">PDF Help</a>).</p>
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<p><a href="https://ahrqpubs.ahrq.gov/OA_HTML/ibeCCtpItmDspRte.jsp?section=10203&item=34954"></a></p>
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<hr />
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<h2>Background</h2>
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<p>To guide call centers in adapting for emergencies, a model called the
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Health Emergency Line for the Public (HELP) was developed that uses interactive response
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technology to provide public information and decision support related to health
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events in Colorado. The model was developed by Denver Health under Contract
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No. 290-00-0014-12 with the Agency for Healthcare Research and Quality (AHRQ).</p>
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<p>A blueprint for the HELP model is provided in this report along with four fully
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detailed interactive response applications for the model. The applications allow
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callers to use their touch-tone phones to automatically retrieve critical information
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during a public health emergency. The interactive response applications are:</p>
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<ul>
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<li><strong>A quarantine/isolation monitoring application.</strong> This application
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can automatically place calls to individuals in home quarantine during a disease
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outbreak such as a pandemic influenza to assess their health status. The application
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reports on those that don't answer so that followup can be conducted.</li>
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<li><strong>A point-of-dispensing locations application. </strong>This application
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can provide callers with locations for drug dispensing sites in their county
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based on the caller's ZIP Code.</li>
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<li><strong>A drug identification application that can support mass prophylaxis
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with antibiotic drugs.</strong> This application helps callers identify dispensed
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drugs, provides information on how to take them, and describes potential
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adverse reactions.</li>
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<li><strong>A library of frequently asked questions that can disseminate health
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department-approved, up-to-date, consistent, and accurate information to
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the public and health care providers.</strong> This application allows callers
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to navigate through a library of Frequently Asked Questions (FAQs) to retrieve
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information relative to their concern.</li>
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</ul>
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<a id="contents" name="contents"></a><h2>Contents</h2>
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<p><a href="callsumm.htm">Executive Summary</a><br />
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<a href="call1.htm">Chapter 1. Final Products</a><br />
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<a href="call1.htm#National">1. National Planning Scenarios Analysis Matrix</a><br />
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<a href="call1.htm#Potential">2. Potential Health Call Center Capabilities for Four National Planning Scenarios</a><br />
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<a href="call1.htm#HELP">3. Suggested Elements for Public Health Information and Decision Support Hotlines: the Health Emergency Line for the Public (HELP) Model</a><br />
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<a href="call1.htm#IR">4. Interactive Response (IR) Applications</a><br />
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<a href="call2.htm">Chapter 2. Background</a><br />
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<a href="call2.htm#Responses">Incorporating Health Call Centers Into Community Emergency Responses</a><br />
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<a href="call2.htm#Concern">Addressing Public Concern</a><br />
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<a href="call2.htm#HEALTH">HEALTH</a><br />
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<a href="call2.htm#HELP">HELP</a><br />
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<a href="call3.htm">Chapter 3. Methodology</a><br />
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<a href="call3.htm#Objective">Overall Objective </a><br />
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<a href="call3.htm#Strategy">Overall Strategy</a><br />
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<a href="call3.htm#Audiences">Target Audiences</a> <br />
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<a href="call3.htm#ChallengePrep">Challenges for Preparedness</a><br />
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<a href="call3.htm#RespChallenges">Community Emergency Response Challenges</a><br />
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<a href="call3.htm#Planning">Planning for Public Information Needs</a><br />
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<a href="call4.htm">Chapter 4. Results</a><br />
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<a href="call4.htm#Establish">1. Establish an advisory panel of subject matter experts to supplement our expertise and provide assistance and guidance</a><br />
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<a href="call4.htm#Develop">2. Develop scenarios for mass health emergencies, including chemical, biological, radiological, nuclear, and explosive (CBRNE) events, and decide which ones provide the best opportunity for
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home-management/shelter-in-place strategies</a><br />
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<a href="call4.htm#Research">3. Research existing models, protocols, and algorithms; develop and implement a scenario-based model using poison control centers, nurse call lines, and similar centers</a><br />
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<a href="call4b.htm#DevMechanism">4. Develop a mechanism to test and evaluate the model with a local exercise</a><br />
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<a href="call5.htm">Chapter 5. Recommendations</a><br />
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<a href="call5.htm#Integration">Integration With Current Programs and Initiatives</a><br />
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<a href="call5.htm#Communication">Public Health Communications and Education</a><br />
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<a href="call5.htm#SpecialNeeds">Special Needs Populations</a><br />
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<a href="call5.htm#Volunteer">Volunteer Use in Call Centers</a><br />
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<a href="call5.htm#Partners">Public Information Partnerships</a><br />
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<a href="call5.htm#References">References</a><br />
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<strong>Appendixes</strong><br />
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<a href="callapp1.htm">Appendix 1. National Planning Scenarios Analysis Matrix</a><br />
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<a href="callapp2.htm">Appendix 2. Potential Health Call Center Capabilities for Four National Planning Scenarios</a><br />
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<a href="callapp3.htm">Appendix 3. Suggested Elements for Public Health Information and Decision Support Hotlines: the Health Emergency Line for the Public (HELP) Model</a><br />
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<a href="callapp4.htm">Appendix 4. Developing an Interactive Response Tool: The HELP Model</a> </p>
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<p class="size2"><em>AHRQ Publication No. 07-0048</em> <br />
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<em>Current as October 2007</em></p>
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<p class="size2"><strong>Internet Citation:</strong></p>
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<p class="size2"><em>Adapting Community Call Centers for Crisis Support</em>. October 2007. Agency for Healthcare Research and Quality, Rockville, MD. https://www.ahrq.gov/prep/callcenters/</p>
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<p> </p>
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<p> The information on this page is archived and provided for reference purposes only.</p></div>
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<p> </p>
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