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Susan K. Laird, MSN, RNClinical Director/Content Lead
CDC-INFO
Presentation to AIRS CONFERENCE
Reno, Nevada, June 1, 2009
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ObjectivesObjectives
• The purpose of this workshop is to…
• Share CDC-INFO background, successes and challenges, and lessons learned.
• Identify CDC and CDC-INFO resources that are available for use every day and in emergency response.
• The purpose of this workshop is to…
• Share CDC-INFO background, successes and challenges, and lessons learned.
• Identify CDC and CDC-INFO resources that are available for use every day and in emergency response.
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AgendaAgenda
• Welcome and Introductions
• What is CDC-INFO?
• Background and Scope
• Role in Emergency Response
• Impact – Internal and External
• Questions/Discussion
• Welcome and Introductions
• What is CDC-INFO?
• Background and Scope
• Role in Emergency Response
• Impact – Internal and External
• Questions/Discussion
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What Is CDC-INFO?What Is CDC-INFO?
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CDC-INFO Vision CDC-INFO Vision
To be a trusted source that partners, providers, and the public come to for accurate, timely and consistent information.
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What is CDC-INFO? What is CDC-INFO?
• Launched in 2005• CDC-INFO employs 94 staff at its National Contact
Center• Delivers health information 24/7/365 • Audience: Consumers, healthcare providers and
professionals • English and Spanish service
CDC-INFO workload:• More than 2.1 million telephone inquiries answered
since 2005• Over 200,000 e-mails answered since 2005• Distributes 9M publications annually
• Launched in 2005• CDC-INFO employs 94 staff at its National Contact
Center• Delivers health information 24/7/365 • Audience: Consumers, healthcare providers and
professionals • English and Spanish service
CDC-INFO workload:• More than 2.1 million telephone inquiries answered
since 2005• Over 200,000 e-mails answered since 2005• Distributes 9M publications annually
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FY05(Feb-Sep 05)
FY06 FY07 FY08 FY09 (Oct 08-Apr 09)
Phone Calls answered
325,820 496,580 377,015 372,969 309,035
Email Requests answered
4,496 33,067 41,171 49,305 55,979
Publications Shipped
N/A N/A 3,210,942* 8,887,097 4,252,472
CDC-INFO Call and Email CountsCDC-INFO Call and Email Counts
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CDC-INFO’s Role in Public Health and CommunicationCDC-INFO’s Role in Public Health and Communication
• Best Practices in eHealth Science and Research• Health Communication and Marketing
• Multi-channel modalities to address differing information-seeking needs, preferences and behaviors
• Audience Research: analyzing inquirers and demographics to inform CDC programs
• Public Health • Accurate, credible health information to positively impact
health behavior• “call to action”• Measure inquirers’ reported behavior change
• Health Disparities and Health Equity• Emergency Response
• Best Practices in eHealth Science and Research• Health Communication and Marketing
• Multi-channel modalities to address differing information-seeking needs, preferences and behaviors
• Audience Research: analyzing inquirers and demographics to inform CDC programs
• Public Health • Accurate, credible health information to positively impact
health behavior• “call to action”• Measure inquirers’ reported behavior change
• Health Disparities and Health Equity• Emergency Response
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Contact Center (Vangent– 2 locations)
EvaluationEMT
Publication Ordering
/Fulfillment
Emergency Response
• Calls, email, and TTY• Three levels of expertise to address
audience needs: > Tiers 1, 2, 3, Correspondence• Maintains and refines content database with
CDC program approval
CDC-INFO Structure and ScopeCDC-INFO Structure and Scope
• Ongoing independent, systematic, and continuous evaluation of the Contact Center and the Fulfillment contracts
• Call monitoring, program calibration, customer satisfaction surveys, follow up surveys, special event surveys, and emergency surveys.
• Technology and processes allow CDC-INFO operations to handle call volume increases from media events, large campaigns, health related emergencies, pandemics, or bio-terrorist activities.
• Based on activation triggers and coordination with ECS
• Turnkey publication warehouse and fulfillment operation
Program Leadership and Coordination
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Vangent Staffing (Dec. 2008)• Contact Center Operations
Management and Support - 8• Phoenix and Rockville CSRs – 60• Email Support- 13• Content Development (SRA)- 9• Training – 3 • Quality Assurance - 1
Everything we do should help the contact center staff better meet the needs of consumers, providers and CDC partners
Contact Center OperationsContact Center Operations
Phoenix, AZSupervisionTiers 1, 2, 3
Correspondence
RockvilleTier 3 Only
Location 2Tier 3 Only
TrainingContinuous:
Group &Self-paced
Quality AssuranceAll calls recorded1 in 25 calls per
Operator 3 rd party evaluation
Location 1SupervisionTiers 1, 2, 3,
Correspondence
Phone & EmailContact Center
Operations
Location 2Tier 3 Only
TrainingContinuous:
Group &Self-paced
Quality AssuranceAll calls recorded1 in 25 calls per
Operator 3 rd party evaluation
Location 1SupervisionTiers 1, 2, 3,
Correspondence
Phone & EmailContact Center
Operations
Contact Center Management 2 Locations
Some remote staff
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Contact Center TiersContact Center Tiers
Tier 1 (general): Prepared responses, clinic referrals, and publication ordersTier 2 (research): Requests requiring web and database research Tier 3 (provider): Calls requiring medical/public health expertise and escalate inquiries to CDC Correspondence (email)Emails from physicians, public health partners, and general public
Tier 1 – 20,819 calls
Tier 2 – 7,436 calls
Tier 3 –4,092 calls
Interactive Voice Response (IVR) system
Call Counts are for calls answered by Tier, December, 2008
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Content DevelopmentContent Development
• Prepared Responses are program cleared content written in a question and answer format for contact center reps to consistently and accurately answer inquiries
• Over 8,000 Prepared Responses (PRs) in database• Developed and cleared in collaboration with CDC
SMEs• Plain language and scientific accuracy focus• Focus on most frequently requested questions from
public and professional audiences • Leverage existing CDC website content
• Prepared Responses are program cleared content written in a question and answer format for contact center reps to consistently and accurately answer inquiries
• Over 8,000 Prepared Responses (PRs) in database• Developed and cleared in collaboration with CDC
SMEs• Plain language and scientific accuracy focus• Focus on most frequently requested questions from
public and professional audiences • Leverage existing CDC website content
• Maintains scientific integrity• Meets Health Literacy and Plain Language goals
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Content DevelopmentContent Development
What the public wants to know…
• What is it?• What are the signs/symptoms? (What does it look
like/feel like?)• How will it hurt me – will I die? How sick, etc.• How can I catch it/prevent myself (and my family,
loved ones, etc.) from catching it?• If I get it what should I do? Do I stay home and drink
fluids? See a doctor? Go to the ER? Call 911?
What the public wants to know…
• What is it?• What are the signs/symptoms? (What does it look
like/feel like?)• How will it hurt me – will I die? How sick, etc.• How can I catch it/prevent myself (and my family,
loved ones, etc.) from catching it?• If I get it what should I do? Do I stay home and drink
fluids? See a doctor? Go to the ER? Call 911?
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Content DevelopmentContent Development
• What does CDC-INFO need to know to best represent CDC Programs?
• What types of questions can we anticipate from healthcare providers/hospitals?
• What types of questions can we anticipate from state and local health departments?
• What does CDC-INFO need to know to best represent CDC Programs?
• What types of questions can we anticipate from healthcare providers/hospitals?
• What types of questions can we anticipate from state and local health departments?
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Content DevelopmentContent Development
• What do you consider to be sentinel topics?• Best to develop individual Prepared Responses for all
potential sentinel topics
• What constitutes an “event?”• Do you have pre-defined “talking points” for events?
• Do you have “tipping points” defined?• Is there a specific number of inquiries that could indicate an
event of some kind?• When and how do you decide to ramp up?
• What do you consider to be sentinel topics?• Best to develop individual Prepared Responses for all
potential sentinel topics
• What constitutes an “event?”• Do you have pre-defined “talking points” for events?
• Do you have “tipping points” defined?• Is there a specific number of inquiries that could indicate an
event of some kind?• When and how do you decide to ramp up?
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Prepared Response ExamplePrepared Response Example
[Partial example – there are publications and background materials on the full PR
1053 - What is a healthcare provider's risk of HIV infection after occupational exposure?
The risk of a healthcare provider getting HIV after coming into contact with HIV-infected blood, through a needlestick or cut, is very low (0.3 percent or about 3 chances out of 1,000). In fact, most injuries from needlesticks or cuts (99.7 percent) do not lead to infection. The risk of a healthcare provider getting HIV after his or her: * eye, * nose, or * mouth comes into contact with HIV-infected blood is also very low (0.1 percent). The risk is also very low for a healthcare provider whose non-intact skin, such as a cut or scrape, comes into contact with HIV-infected blood (less than 0.1 percent). If you are a healthcare provider managing occupational exposures to blood/body fluids and have questions about appropriate medical treatment after an exposure at work, you can call the National Clinicians' Post -Exposure Prophylaxis Hotline (PEPline) at 1-888-448-4911 for guidance. Call to Action
If you are a healthcare provider, and are concerned about contact you have had with blood or other body fluids, report it to your supervisor right away. It is important to report the exposure to the right people in your workplace right away, because you may need post-exposure treatment. If you do, it must be started as soon as possible.
PROBE:
Would you like to know what you should do if you are exposed to the blood of a patient? See prepared response ID 1052, What should I do if I am exposed to the blood of a patient?
PROBE:
Would you like to know how effective postexposure prophylaxis (PEP) is in preventing percutaneous transmission in healthcare personnel? See prepared response ID 1408, Is postexposure prophylaxis (PEP) effective in preventing percutaneous transmission in healthcare personnel?
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EvaluationEvaluation
• Impact and Process Evaluation• Quality Assurance• Customer Satisfaction
• Audience Research• User profiles• Health disparities and health equity
• Methodology• Approved OMB package for evaluation surveys, including
emergency response • CSR monitoring (audio and video)• Scorecards for phone and email• IVR post-call survey• Email survey• Call-back survey• Mystery shopper and calibration/call review
• Results• Overall CDC-INFO customer satisfaction consistently meets or
exceeds industry standard (75%)• 50% of survey respondents indicate a behavior change was
made because of CDC-INFO health information they received
• Impact and Process Evaluation• Quality Assurance• Customer Satisfaction
• Audience Research• User profiles• Health disparities and health equity
• Methodology• Approved OMB package for evaluation surveys, including
emergency response • CSR monitoring (audio and video)• Scorecards for phone and email• IVR post-call survey• Email survey• Call-back survey• Mystery shopper and calibration/call review
• Results• Overall CDC-INFO customer satisfaction consistently meets or
exceeds industry standard (75%)• 50% of survey respondents indicate a behavior change was
made because of CDC-INFO health information they received
Caller Demographics: AgeCaller Demographics: AgeAge of CDC-INFO Callers
50-6423%
65+8%
0-3439%
35-4930% Sample Size: 77,624
Age of CDC.gov Users
0-3429%
35-4935%
50-6433%
65+3%
Sample Size: 1,297
35-4922%
65+13%
50-6418%
0-3447%
Age of U.S. Population
•CDC-INFO callers are younger and older than CDC.gov users
Source: CDC-INFO demographics are from IVR Automated Survey
Caller Demographics: GenderCaller Demographics: GenderGender of CDC-INFO Callers
Female66%
Male34%
Sample Size: 78,092
Male49%
Female51%
Gender of U.S. Population
•CDC-INFO callers are disproportionately female
Gender of CDC.gov Users
Female72%
Male28%
Source: ACSI Survey, 2006
Caller Demographics: RaceCaller Demographics: RaceRace/Ethnicity of CDC-INFO Callers
Asian4%
Other4%
Hispanic/Latino17%
Black/African American
22%
White53%
Sample Size: 76,715
Asian4%
Other2%
Hispanic/Latino15%
Black/African American
13%
White66%
Race/Ethnicity of U.S. Population
•CDC-INFO callers are disproportionately Black/African American
Race/Ethnicity of CDC.gov Users
Asian6%
Other2%
Hispanic/Latino1%
Black/African American
21%
White70%
Source: ACSI Survey, 2006
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Customer SatisfactionCustomer Satisfaction
Source: EMT, Dec. 2008
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CDC-INFO Impact: Health Behavior ChangeCDC-INFO Impact: Health Behavior Change
Source: EMT Call Back Survey Results Dec. 2008
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CDC-INFO Impact: PartnersCDC-INFO Impact: Partners
• 19% of incoming calls are from partners*• State and local governments• Health professionals• Technical “peer-to-peer” call handling needed
• State and Federal coordination during emergency response• Provide assistance with call and email handling
• Iowa – statewide mumps outbreak• Rhode Island – meningitis in schools• FEMA – Hurricane Katrina during and after, formaldehyde in trailers• FDA – Various food outbreaks• DoD – Camp LeJeune• New Jersey – Hepatitis outbreak• New York – H1N1
• Partner Engagement Opportunities• Tailor content specific to partners for emergencies and other events• Cross-promotion across other CDC channels (www.cdc.gov/partners, Partnership
Matters, etc.)• Resource to partners on public health trends to inform communication and response
strategies
• 19% of incoming calls are from partners*• State and local governments• Health professionals• Technical “peer-to-peer” call handling needed
• State and Federal coordination during emergency response• Provide assistance with call and email handling
• Iowa – statewide mumps outbreak• Rhode Island – meningitis in schools• FEMA – Hurricane Katrina during and after, formaldehyde in trailers• FDA – Various food outbreaks• DoD – Camp LeJeune• New Jersey – Hepatitis outbreak• New York – H1N1
• Partner Engagement Opportunities• Tailor content specific to partners for emergencies and other events• Cross-promotion across other CDC channels (www.cdc.gov/partners, Partnership
Matters, etc.)• Resource to partners on public health trends to inform communication and response
strategies
* 13.8% English and 4.9% Spanish selected the Medical Professional picks on the IVR. Includes Physicians with patients and health departments
CDC-INFO’S ROLE INEMERGENCY RESPONSE
CDC-INFO’S ROLE INEMERGENCY RESPONSE
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CDC-INFO & Emergency ResponseCDC-INFO & Emergency ResponseCDC-INFO Surge Response
• CDC-INFO serves as the contact center for HHS resources in the event of pandemic flu or other disease outbreaks
• CDC-INFO implemented a state-of-the-art system that provides critical surge capacity to respond to 98,000 to 273,000 calls per day – with an average call time of 3 minutes – based on the American Red Cross experience during Hurricane Katrina
• CDC-INFO increases response capacity for public and healthcare provider inquiries in emergency and natural disaster events, disease outbreaks and media events
• CDC-INFO extends state and local responder capacity during high volume and after hours inquiries
Agency Impact• The IVR (call menu system) allows for
pre-recorded or on-the-fly messages about events or campaigns
• OMB approved surveillance questions that CSRs will ask during events
• 17 questions for Health Professionals
• 12 questions for General Public
• Federal Coordinator brings together other Federal agencies to ensure resource sharing, standard protocol adherence, and inter-connectivity before, during and after an event.
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How CDC-INFO Responds During EmergenciesHow CDC-INFO Responds During Emergencies
Multi-Stage Scalability Process
Stage 1Notification and
Activation
• Triggers• Inquiry volume
assessment• Selection of contact
center staffing option• Requirements Gathering• Cost/Partner
Assessment
Stage 2Mobilization
• Staffing ramp up• Event Training• Content updates• IVR set up and
routing
Stage 3Operations
• Inquiry volume tracking
• FAQ/Content Tracking• Reporting• CSR Communication• Quality Monitoring• Technology enabled
Stage 4Demobilization
• Staffing ramp down• Inquiry volume
tracking• Deactivation of surge
SOP, IVR and call routing
Stage 5Recovery/ Lessons
Learned
• Steady state staffing• Lessons learned
analysis
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CDC-INFO & SalmonellaCDC-INFO & Salmonella
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CDC-INFO & H1N1CDC-INFO & H1N1
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TimelineTimeline
• MMWR Dispatch• Vol. 58 / April 21, 2009
• Swine Influenza A (H1N1) Infection in Two Children — Southern California, March–April 2009
• On April 17, 2009, CDC determined that two cases of febrile respiratory illness occurring in children who resided in adjacent counties in southern California were caused by infection with a swine influenza A (H1N1) virus. The viruses from the two cases are closely related genetically, resistant to amantadine and rimantadine, and contain a unique combination of gene segments that previously has not been reported among swine or human influenza viruses in the United States or elsewhere. Neither child had contact with pigs; the source of the infection is unknown. Investigations to identify the source of infection and to determine whether additional persons have been ill from infection with similar swine influenza viruses are ongoing.
• MMWR Dispatch• Vol. 58 / April 21, 2009
• Swine Influenza A (H1N1) Infection in Two Children — Southern California, March–April 2009
• On April 17, 2009, CDC determined that two cases of febrile respiratory illness occurring in children who resided in adjacent counties in southern California were caused by infection with a swine influenza A (H1N1) virus. The viruses from the two cases are closely related genetically, resistant to amantadine and rimantadine, and contain a unique combination of gene segments that previously has not been reported among swine or human influenza viruses in the United States or elsewhere. Neither child had contact with pigs; the source of the infection is unknown. Investigations to identify the source of infection and to determine whether additional persons have been ill from infection with similar swine influenza viruses are ongoing.
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Timeline – 4/21/2009Timeline – 4/21/2009
• 4:17 PM - Influenza Coordination Unit sends “heads up” to CDC-INFO Leadership
• 4:18 PM – Content Team asked to develop Log Call. Contact Center management team notified of potential surge
• 5:30 PM – Log Call process initiated at CDC-INFO Contact Center
• 4:17 PM - Influenza Coordination Unit sends “heads up” to CDC-INFO Leadership
• 4:18 PM – Content Team asked to develop Log Call. Contact Center management team notified of potential surge
• 5:30 PM – Log Call process initiated at CDC-INFO Contact Center
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Crisis + Emergency Risk Communication (CERC)
Crisis + Emergency Risk Communication (CERC)
• Communicating in a crisis is different• In a serious crisis, all affected people…
• Take in information differently
• Process information differently
• Act on information differently
• Be first, be right, be credible
• Communicating in a crisis is different• In a serious crisis, all affected people…
• Take in information differently
• Process information differently
• Act on information differently
• Be first, be right, be credible
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CERCCERC
• 5 public concerns• Gain wanted facts
• Empower decision making
• Involved as a participant, not spectator
• Provide watchguard over resource allocation
• Recover or preserve well-being and normalcy
• 5 public concerns• Gain wanted facts
• Empower decision making
• Involved as a participant, not spectator
• Provide watchguard over resource allocation
• Recover or preserve well-being and normalcy
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JIC RhythmJIC Rhythm
JIC LeadASTHO-NACCHO Plans 800-988-9646, 999801530
GlobalInternational VTC (Bldg 21-3025A)1300
JIC ALL1st shift Team reports due to teams and admin1400
JIC ALLTeam SITREP Bullets due to [email protected]
leadNICCL Call 800.320.4330, PC: 992008#0945
LeadCDC Only Leadership Meeting (ECR) 866-566-0674. 25601031700
EPI-XEPI Investigation Conf call 866-859-4922, PC:50751421300
Co-leadESF-8 Initial Coordination Swine Flu Conf Call 800-988-9371,855901100
JIC ALL1st Shift JIC ALL Call 877-937-3488, PC:630905#0730
HHS/CDC Press Conference 1230
JIC ALL2nd Shift Begins--SHIFT CHANGE JIC ALL BRIEF 877-937-3488, 630905#1430
GlobalInternational Tri Lateral Conf Call (Bldg21-3025A) 1800
JIC LeadSITREP/IAP Inputs due to Plans1200
CCTSwine Influenza Team Lead/SME Fusion Meeting/ECR 866-556-4957, PC:15199100930
JIC LeadDirectors Update ( BLdg 21-12105 866-566-0674, 25601030800
LOCS, CCTLaboratory Meeting- 866-705-3028, PC:15187540930
JIC ALL1st Shift Begins0700
JIC TEAMACTIVITY: 0700 - 0700TIME
JIC LeadASTHO-NACCHO Plans 800-988-9646, 999801530
GlobalInternational VTC (Bldg 21-3025A)1300
JIC ALL1st shift Team reports due to teams and admin1400
JIC ALLTeam SITREP Bullets due to [email protected]
leadNICCL Call 800.320.4330, PC: 992008#0945
LeadCDC Only Leadership Meeting (ECR) 866-566-0674. 25601031700
EPI-XEPI Investigation Conf call 866-859-4922, PC:50751421300
Co-leadESF-8 Initial Coordination Swine Flu Conf Call 800-988-9371,855901100
JIC ALL1st Shift JIC ALL Call 877-937-3488, PC:630905#0730
HHS/CDC Press Conference 1230
JIC ALL2nd Shift Begins--SHIFT CHANGE JIC ALL BRIEF 877-937-3488, 630905#1430
GlobalInternational Tri Lateral Conf Call (Bldg21-3025A) 1800
JIC LeadSITREP/IAP Inputs due to Plans1200
CCTSwine Influenza Team Lead/SME Fusion Meeting/ECR 866-556-4957, PC:15199100930
JIC LeadDirectors Update ( BLdg 21-12105 866-566-0674, 25601030800
LOCS, CCTLaboratory Meeting- 866-705-3028, PC:15187540930
JIC ALL1st Shift Begins0700
JIC TEAMACTIVITY: 0700 - 0700TIME
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JIC TeamsJIC Teams
• IMT• CCT• Epi-X• Web• Media• Research• Partners• Enterprise• Global• CHET• PHWF• Social Media• EOC Liaison
• IMT• CCT• Epi-X• Web• Media• Research• Partners• Enterprise• Global• CHET• PHWF• Social Media• EOC Liaison
• CDC-INFO• CDC-INFO
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Daily H1N1 Log Call ReportDaily H1N1 Log Call Report
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Interactive Voice Response 4/24Interactive Voice Response 4/24
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Interactive Voice Response (IVR)Interactive Voice Response (IVR)
Prevention messaging…April 24th
• "There are everyday actions that can help prevent the spread of germs that cause respiratory illnesses like influenza. Take these everyday steps to protect your health: Cover your nose and mouth with a tissue when you cough or sneeze; Throw the tissue in the trash after you use it; Wash your hands often with soap and water, especially after you cough or sneeze; Alcohol-based hand cleaners are also effective; Try to avoid close contact with sick people; If you get sick with influenza, CDC recommends that you stay home from work or school and limit contact with others to keep from infecting them. Avoid touching your eyes, nose or mouth- Germs spread this way."
Prevention messaging…April 24th
• "There are everyday actions that can help prevent the spread of germs that cause respiratory illnesses like influenza. Take these everyday steps to protect your health: Cover your nose and mouth with a tissue when you cough or sneeze; Throw the tissue in the trash after you use it; Wash your hands often with soap and water, especially after you cough or sneeze; Alcohol-based hand cleaners are also effective; Try to avoid close contact with sick people; If you get sick with influenza, CDC recommends that you stay home from work or school and limit contact with others to keep from infecting them. Avoid touching your eyes, nose or mouth- Germs spread this way."
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Interactive Voice Response – 4/30Interactive Voice Response – 4/30
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Top 10 Prepared ResponsesTop 10 Prepared Responses
• What are the signs and symptoms of novel H1N1 flu?• What are CDC's recommendations regarding travel during the
novel H1N1 flu outbreak?• How can human infections with novel H1N1 flu be diagnosed?• Where can I get tested for novel H1N1 flu?• How does novel H1N1 flu spread?• What can I do to protect myself from getting novel H1N1 flu?• When should I seek emergency or immediate care for a
person with novel H1N1 flu? • What is the incubation period (time between exposure and
when symptoms start showing) for novel H1N1 flu?• What antiviral medications are available by prescription to
treat novel H1N1 flu infections in humans?• What should I know about using facemasks or respirators
when concerned about the spread of novel H1N1 flu?
• What are the signs and symptoms of novel H1N1 flu?• What are CDC's recommendations regarding travel during the
novel H1N1 flu outbreak?• How can human infections with novel H1N1 flu be diagnosed?• Where can I get tested for novel H1N1 flu?• How does novel H1N1 flu spread?• What can I do to protect myself from getting novel H1N1 flu?• When should I seek emergency or immediate care for a
person with novel H1N1 flu? • What is the incubation period (time between exposure and
when symptoms start showing) for novel H1N1 flu?• What antiviral medications are available by prescription to
treat novel H1N1 flu infections in humans?• What should I know about using facemasks or respirators
when concerned about the spread of novel H1N1 flu?
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JIC Communications Activities
JIC Communications Activities
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Calls Answered vs. Abandoned Metrics During H1N1 Event
Calls Answered vs. Abandoned Metrics During H1N1 Event
CDC-INFO Calls Answered and Abandoned: April - May 2009
-
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
Date
Calls Abandoned
Calls Answered
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H1N1 Inquiries vs. All Other Call TopicsH1N1 Inquiries vs. All Other Call Topics
-500
1,0001,5002,0002,5003,0003,5004,0004,500
Call Count
Date
H1N1 Phone Inquiries vs. All Other Phone Inquiries
H1N1 InnquiriesAll other Inquiries
43
Calls by RegionCalls by Region
44
Call by StateCall by State
45
Clinicians v. General PublicClinicians v. General Public
46
Custom Reports for New York State Department of Health on H1N1 Calls
Custom Reports for New York State Department of Health on H1N1 Calls
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• Complex program (not just a hotline)
• Grounded in research and evaluation
• Consistent commitment to excellence in customer service, performance management, and quality assurance
• Now positioned to realize vision and strategic plan to advance CDC communication and customer service
• Complex program (not just a hotline)
• Grounded in research and evaluation
• Consistent commitment to excellence in customer service, performance management, and quality assurance
• Now positioned to realize vision and strategic plan to advance CDC communication and customer service
SummarySummary
Questions/DiscussionQuestions/Discussion
Thank YouThank You
Thank you!Thank you!
Susan K. Laird, MSN, RN
Susan K. Laird, MSN, RN
