H1N1 Response in Oregon from 211info
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AIRS Conference 2010 | Rochester, NY
H1N1 Influenza: Oregon Response
AIRS Conference 2010 | Rochester, NY
AIRS Conference 2010 | Rochester, NY
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
AIRS Conference 2010 | Rochester, NY
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
AIRS Conference 2010 | Rochester, NY
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
AIRS Conference 2010 | Rochester, NY
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
AIRS Conference 2010 | Rochester, NY
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
AIRS Conference 2010 | Rochester, NY
Main Resource Database: State Resources
H1N1 Influenza Information
Request
Flu Symptoms transfer Check
Send Question to Hotline Coordinator
Call Center Schedule
Request Schedule Change
AIRS Conference 2010 | Rochester, NY
H1N1 Influenza Information
AIRS Conference 2010 | Rochester, NY
Viewing Phone Data
AIRS Conference 2010 | Rochester, NY
Collecting Caller Data
AIRS Conference 2010 | Rochester, NY
Daily Report - Phone Data
AIRS Conference 2010 | Rochester, NY
Daily Report – Caller Data
AIRS Conference 2010 | Rochester, NY
Calls Per Month – 10.12.09 to 3.31.10
AIRS Conference 2010 | Rochester, NY
Calls Per Day – 10.12.09 to 11.30.09
AIRS Conference 2010 | Rochester, NY
Single Call Center Benefits
•Single supervisor •Specifically trained staff•Good jobs•Temporary positions
AIRS Conference 2010 | Rochester, NY
Communication Lessons Learned
•Clarify our role in Communications•Local vs. State Messaging•Hotline Coordinator
AIRS Conference 2010 | Rochester, NY
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
AIRS Conference 2010 | Rochester, NY
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