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Adapting Community Call Centers for Crisis Support

Public Health Emergency Preparedness

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.

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Appendix 4-B. QI Monitoring Call Log

North Central Region Exercise

Quarantine/Isolation (QI) Monitoring Call Log

An Interactive Response (IR) system is an automated tool commonly used throughout the business community to disseminate information and provide guidance to the public without requiring enormous amounts of manpower. If you have ever called a utility company or bank and were asked by a recorded voice to "press 1, press 2, or press 3" based on your needs, you have used an IR.

Public Health Preparedness Officials realized that this technology could be incredibly useful to help address community needs in case of a quarantine and isolation scenario, or as a method to disseminate zip-code based information regarding Points of Distribution (POD) sites for mass prophylaxis. To develop this, the RMPDC purchased an IR system for use through its COHELP program as a tool to assist in the delivery of information during a public health emergency, while lowering the impact of increased call volume on our call center staff.

As a volunteer, you will receive calls on May 2nd and 3rd from the IR system during the following call periods: 9:00am-11:00am and 2:00pm-4:00pm. The IR will make two attempts per calling period to contact you. In the event that you miss the two IR call attempts, our system will flag you as non-compliant.

When you receive the call, please answer the phone as you normally would. Your voice signals the IR to begin its message. Please follow the prompts based on your assigned scenario. By volunteering, you are assisting us in gathering a baseline capability assessment of the IR. Please do not try to "trick" the IR. After completing each quarantine call from the IR, please fill out the call log below. At the end of the exercise, please complete the attached survey regarding your experience with the IR. Thank you for your assistance in testing this system.

Volunteer Name: _____________________________________________________

Volunteer Phone Number: ______________________________________________

May 2nd, 9:00am-11:00pm Call Period

  1. What time did the IR contact you?    ____:____  AM    PM
  2. Did you answer your phone on the first or second call attempt of the IR?
Please circle: 1st 2nd Unknown
  1. Based on your assigned scenario, what was your response to the IR? Please circle the letter of the correct response:
    1. High temperature, spoke to COHELP
    2. Normal temperature, no assistance needed
    3. Normal temperature, needed assistance with food, finances, or medication
    4. Not able to take temperature, spoke to COHELP

May 2nd, 2:00pm-4:00pm Call Period

  1. What time did the IR contact you?    ____:____  AM    PM
  2. Did you answer your phone on the first or second call attempt of the IR?
Please circle: 1st 2nd Unknown
  1. Based on your assigned scenario, what was your response to the IR? Please circle the letter of the correct response:
    1. High temperature, spoke to COHELP
    2. Normal temperature, no assistance needed
    3. Normal temperature, needed assistance with food, finances, or medication
    4. Not able to take temperature, spoke to COHELP

May 3rd, 9:00am-11:00pm Call Period

  1. What time did the IR contact you?    ____:____  AM    PM
  2. Did you answer your phone on the first or second call attempt of the IR?
Please circle: 1st 2nd Unknown
  1. Based on your assigned scenario, what was your response to the IR? Please circle the letter of the correct response:
    1. High temperature, spoke to COHELP
    2. Normal temperature, no assistance needed
    3. Normal temperature, needed assistance with food, finances, or medication
    4. Not able to take temperature, spoke to COHELP

May 3rd, 2:00pm-4:00pm Call Period

  1. What time did the IR contact you?    ____:____  AM    PM
  2. Did you answer your phone on the first or second call attempt of the IR?
Please circle: 1st 2nd Unknown
  1. Based on your assigned scenario, what was your response to the IR? Please circle the letter of the correct response:
    1. High temperature, spoke to COHELP
    2. Normal temperature, no assistance needed
    3. Normal temperature, needed assistance with food, finances, or medication
    4. Not able to take temperature, spoke to COHELP

(Part Two)

Dear Quarantine Exercise Volunteer:

Please answer the following questions regarding your experience receiving calls from the IR during the Quarantine/Isolation Monitoring Exercise.

Questionnaire responses will use a scale of 1 to 5:

1 = Strongly Disagree
2 = Disagree
3 = Undecided
4 = Agree
5 = Strongly Agree

Please tell us how much you agree or disagree with the following statements:

Question Strongly Disagree Disagree Undecided Agree Strongly Agree
1. The directions given by the IR were easy to follow. 1 2 3 4 5
2. The recorded voice on the IR message was easy to understand. 1 2 3 4 5
3. The recorded voice on the IR went at a proper speed. 1 2 3 4 5
4. The recorded voice on the IR was at a proper volume. 1 2 3 4 5
5. I am satisfied with my experience using the IR. 1 2 3 4 5
6. My opinion of the IR was positive during the exercise. 1 2 3 4 5
7. During actual public health quarantine, I would trust receiving health department supportive contact via an automated system like the IR. 1 2 3 4 5
8. Based on my experience with the IR, I would prefer to receive health department contact from an automated system vs. speaking to a live person. 1 2 3 4 5

Comments (Please use the back of this sheet for additional room if necessary)

______________________________________________________________________________________

______________________________________________________________________________________

Thank you again for your assistance in evaluating this communication tool. Your support will allow us to assist its public health partners in the event of community quarantine and provide important information to a large portion of the region's population in a public health emergency.

If you have questions about this tool or the testing process, please contact <Insert Test Coordinator Name> at the <Insert Their Agency Name>: <Insert Their Phone#> or <Insert Their E-mail Address>

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