H1N1 Response in Oregon from 211info

AIRS Conference 2010 | Rochester, NY

H1N1 Influenza: Oregon Response



One-stop Information Call Line:

Seasonal and H1N1• General Public

Vaccination location and general information

• Health Care Providers• Labs

Oregon Poison Control center staffed by health care professionals and answered by medical consultants

• Nurse Triage Hotline People with or exposed to H1N1


JURISDICTION # OF CALLS PER 100,000 PEOPLE

(from 10/21 - 12/31)State of Minnesota 227

City of Seattle and King County, WA

286

STATE OF OREGON 537

United Kingdom National Flu Hotline

741


Keys to the First Few Weeks

• Equipped to handle high call volume• Quickly changed messaging to

callers• Build staff knowledge rapidly• First rate customer service• Internal Organization


CEO •ICS Commander•PIO•DHS Liaison•Troubleshooting

HR and Finance•Human Resource Coordination•Track expenditures and purchases•Financial reporting•Invoices

Information Coordinator

•Iris H1N1/Seasonal flu afternoon reports •Assists with IT/Telephony•Backup to Supervisor •Make changes in Iris as needed

H1N1 Supervisor •Day to day contact with hotline coordinator•H1N1 Call Center Manager•Employee materials and training •Betterworld Telecom Liaison

Call Center Manager

•Coordinate new hires and training•Supervises H1N1 Supervisor

Contract Coordinator•Trouble shoot with state•Liaison with seasonal flu team


Flu Expansion Options Estimated calls per day

Add’l FTE

Staff costs

Phone

Wiring

Computers

Other, Office Supplies

Admin

Total

1500 2.5 $6,420 $460 0 $1800 $250 $893 $9823

2000 4.0 $11,569

$870 $500 $1800 $350 $1508

$16,598


Main Resource Database: State Resources

H1N1 Influenza Information

Request

Flu Symptoms transfer Check

Send Question to Hotline Coordinator

Call Center Schedule

Request Schedule Change


H1N1 Influenza Information


Viewing Phone Data


Collecting Caller Data


Daily Report - Phone Data


Daily Report – Caller Data


Calls Per Month – 10.12.09 to 3.31.10


Calls Per Day – 10.12.09 to 11.30.09


Single Call Center Benefits

•Single supervisor •Specifically trained staff•Good jobs•Temporary positions


Communication Lessons Learned

•Clarify our role in Communications•Local vs. State Messaging•Hotline Coordinator


Lessons Learned•Ask for personnel costs up front•Better knowledge of phone technology (staff expertise)•Contract: The H1N1 terms were added to an existing contract.•Temp staff•Specialized opportunities


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Date post:	13-May-2015
Category:	Health & Medicine
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H1N1 Response in Oregon from 211info

Health & Medicine