Coordinating call centers for responding to pandemic influenza and other public health emergencies : a workbook for state and local planners
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Coordinating call centers for responding to pandemic influenza and other public health emergencies : a workbook for state and local planners

Filetype[PDF-3.72 MB]

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      In October 2006 and March 2007, the U.S. Department of Transportation (DOT) National Highway Traffic Safety Administration (NHTSA) Office of Emergency Medical Services (OEMS) convened several stakeholder meetings to gather input and steer the development and clearance of two complementary guidance documents: Preparing for Pandemic Influenza: Recommendations for Protocol Development for 9-1-1 Personnel and Public Safety Answering Points (PSAPs) and EMS Pandemic Influenza Guidelines for Statewide Adoption. During these meetings, participants expressed an additional need to determine how 9-1-1 and Emergency Medical Services (EMS) would fit into the larger framework of public health and healthcare information lines. DOT/NHTSA and its partner U.S. Department of Health and Human Services (HHS) agencies concurred with those expressed concerns and agreed it would be beneficial to hold an additional meeting with an expanded group of stakeholders who provide healthcare or clinical information to the public via the telephone.

      In further discussions convened by the Centers for Disease Control and Prevention (CDC) Division of Healthcare Quality Promotion (DHQP), CDC National Center for Health Marketing (NCHM), DOT/NHTSA, and the Agency for Healthcare Research and Quality (AHRQ), several issues were identified that could be addressed during the expanded stakeholder meeting. Prior to the meeting, CDC DHQP and the Oak Ridge Institute for Science and Education (ORISE) engaged subject matter experts involved in call center coordination, call center technology, and telephone triage to determine which of the identified issues were most critical. Discussions highlighted large disparities in the services call centers are able to provide at the state and local levels, and identified a need for improving resource identification and coordination of call centers in communities at various levels of planning.

      Subsequently, an expanded stakeholder meeting was held in August 2008 to establish the framework for developing this workbook. The goal of the meeting was to identify the process for coordinating call centers during an influenza pandemic, identify issues and obstacles that may hinder the development of a coordinated call center system, and develop strategies to address these issues and obstacles. Following the meeting, ongoing discussions were held with these stakeholders throughout the development of this workbook.

      This document was prepared for the Centers for Disease Control and Prevention (CDC) by ORISE through an interagency agreement with DOE. ORISE is managed by Oak Ridge Associated Universities under DOE contract number DE-AC05-06OR23100.


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