“Who You Gonna Call? The Benefits and Challenges of a Coordinated Call Center During an Ebola Incident”

Background/Propose:  On October 13, 2014, Summit County Public Health (SCPH) was notified that a patient with a confirmed case of Ebola had visited the area a few days prior to testing positive for the disease.  Within a few hours, SCPH, with the assistance of community partners, mobilized a coordinated call center to field the influx of calls from concerned citizens.  The coordinated call center presented challenges; however, it also provided an effective mechanism for communicating to the public during a rapidly evolving event.

Methods:  Since 2011, SCPH and other county partners have participated in a workgroup that developed the framework and tools for standing up a community-wide call center.  On October, 13, 2014, SCPH requested that the coordinated call center be activated in response to the anticipated number of public phone calls regarding an individual who was diagnosed with Ebola just days after visiting the Summit County area. Approximately 2 hours from the initial request, the off-site call center was operational. 

Results/Outcomes:  The coordinated call center provided an effective avenue to address public inquiries about Ebola.  Ebola calls were referred to the call center thus ensuring emergency channels and the 9-1-1 system remained unaffected and that information was disseminated from a trusted source.   As the event evolved, SCPH had to address the challenges of ensuring staff received effective just-in-time training, communicating with an off-site call center, and providing accurate, timely information.

Conclusion:  A coordinated call center can be a tremendous asset during an incident, but it is not without challenges.