Adapting Community Call Centers for Crisis Support: A Model for Home-Based Care and Monitoring [open pdf - 2MB]
"This report describes the development, testing, and implementation of a model to enable community health call centers, such as poison control centers, nurse advice lines, and other hotlines, to support home-management and shelter-in-place approaches in certain mass casualty or health emergency events. To guide call centers in adapting to accommodate such emergencies, we developed four specific products. […] These products were developed for the four specific planning scenarios but can be adapted to others as appropriate. Together, they cover the full range of capabilities that community health call centers can provide. To develop these products, Denver Health responded to five specific directives. The results for each are summarized here. We convened a national advisory panel of 13 subject matter experts with backgrounds and experience in fields that we considered crucial to community and national response planning as it relates to health call centers. In addition, we invited representatives from several key Federal agencies to participate, including the Department of Health and Human Services, Department of Homeland Security, and Department of Transportation, as well as the American Red Cross. Panelists and agency representatives convened at three advisory panel meetings and the final presentation meeting in Washington, DC. At these meetings, agency representatives educated the panel and core team members on the current Federal response efforts under way and how this project would best integrate with or support those efforts."
AHRQ Publication No. 07-0048
Agency for Healthcare Research and Quality: http://www.ahrq.gov/