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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 (continued)

4-4. Frequently Asked Question (FAQ) Library Application

The FAQ Library application will disseminate up-to-date, consistent, and accurate information approved by health department epidemiologists to the public and health care providers from a searchable library of FAQs. Callers dialing into this application should be able to select desired information with discernable directions from the application including maneuverability throughout the menus. Also, callers should have the ability to select an option to speak with an Information Provider, if needed. The application will provide reports on how many callers selected all message options. Callers dialing into this application will hear the initial greeting then will hear a special bulletin announcement if recorded prior to being prompted for their zip code. The special greeting announcement is built into the application so emergency or seasonal announcements can be easily changed by an administrator dialing in with a special access code and selecting the appropriate announcement.

Initial Menu
Symptoms Main Menu
West Nile Virus
   West Nile Humans
   Insect Repellents
   West Nile in Birds
   West Nile and Animals
Other Topics
Repeat or Return Menu
Administration of Bulletin Messages
Pre-Recorded Menu

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