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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-E. FAQ Library Evaluation Form

North Central Region Exercise

FAQ Library Line Test Instructions

In addition to the quarantine calls you will be receiving over the next 2 days, the Interactive Response (IR) system has other possible uses in a public health emergency. As a volunteer, we request your assistance in testing one of these additional capabilities.

You have been requested to test the Frequently Asked Question (FAQ) Library Line. For commonly asked questions specific to a public health emergency, an automated inbound call system was developed for callers to access recorded messages directly. The information is approved by the CDPHE, and therefore will maintain standardization with information being broadcast through other venues. This tool was originally developed and tested during Colorado's West Nile Virus outbreaks in 2003 and 2004 but can be supplemented with information about many other events.

Please follow the instructions below and fill out the evaluation after you complete the call. Thank you for your assistance in testing this communication tool.

Volunteer Name: _____________________________________________________

  1. Please call XXX-XXX-XXXX.
  2. Using the prompts, please find an answer to the following question:

    What is the incubation period for West Nile Virus in humans?

  3. Based on the information provided by the IR, please record the answer to the provided question:



Please fill out the evaluation questions on the second page, and thank you for your assistance in testing the Frequently Asked Question (FAQ) Library Line.

(Page Two)

Dear Quarantine Exercise Volunteer:

Please answer the following questions regarding your experience using the FAQ Library Line.

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 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 was able to easily navigate through the options to find the information I needed. 1 2 3 4 5
6. I am satisfied with my experience using the IR. 1 2 3 4 5
7. In an actual public health emergency, I would trust receiving health department information 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 information 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 assistance will allow us to provide important information to a large portion of the region's population in a public health emergency. We believe these tools have the greatest potential to reduce patient surge demands on the traditional health care delivery system facilities and allow public health agencies to focus on epidemiology and control measures.

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>

Return to Appendix 4 Contents
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AHRQ Publication No. 07-0048
Current as October 2007


The information on this page is archived and provided for reference purposes only.


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