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The 2009 H1N1 influenza pandemic was literally a "wake-up call." Chances are there were days when your health department phones rang off the hook with people wanting information and reassurance. Did you adequately meet callers' needs? Were serious gaps identified in your operations? Was your technology an asset or a liability? You undoubtedly learned a lot. So whether you're planning for front desk staff or an entire call center, the Get Ready for Call Center Surge toolkit is designed to help you enhance your resources before the next emergency. Because ready or not, the public will call.
The goal of this toolkit is to help you develop and, or enhance existing resources and partnerships to increase call center capacity and improve the effectiveness of phone-based emergency communications with the public.
This web toolkit consists of five sections that will guide you through call center planning elements, considerations for activating and operating a call center, demobilization triggers, and discuss tools and content for training your call center operators. Each section contains resources, tools and samples on topics such as staffing, logistics, activation triggers, developing content, and handling difficult calls.