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Toolkit Contents

Section 3: Establishing Communication Resources

Depending on the size of the notification, e.g., a thousand patients or more, it may be necessary to establish a call center to respond to questions and concerns from the community. A call center can manage the flow of information to and from a large number of callers, enabling health department staff to focus on conducting the investigation. Even with a small notification, local resources can quickly become overwhelmed. Regardless of the size of the notification, patients often want to speak with a knowledgeable resource after receiving the letter. This section contains resources that will help you determine the need for and establish a means to handle public inquiries.

  • Setting Up a Call Center
    • Call Center Considerations
    • External Resources for Contact Center “Communities of Practice”
  • Example Q/A Resources
    • Hepatitis C Outbreak, Nevada, 2008
      • The Issue – Safe Injection Practices
      • Worried Well
      • CDC’s Role
  • Frequently Asked Questions Used by the Nevada Call Center, 2008
    • http://www.southernnevadahealthdistrict.org/hepc-investigation/faq.php
    • Most Frequently Utilized FAQs
      • Which clinic are we talking about? (17% of callers)
      • Where can I get tested? (12% of callers)
      • When were the known cases exposed? (5% of callers)
      • Can you tell me if I’m on the list and should I receive a letter? (5% of callers)
      • I am uninsured. When can I get tested? (5% of callers)