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Public Information Call Center: Answering the call in an emergency.

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Presentation on theme: "Public Information Call Center: Answering the call in an emergency."— Presentation transcript:

1 Public Information Call Center: Answering the call in an emergency

2 What we ll cover Public Health responsibilities in a disaster Public Health responsibilities in a disaster Public messaging and information Public messaging and information Purpose of a PICC Purpose of a PICC PICC system and operations PICC system and operations Activation scenario Activation scenario Your questions Your questions

3 Public Health s mission Achieve and sustain healthy people and healthy communities throughout King County by providing public health services which promote health and prevent disease.

4 Seattle & King County 1.8 million population 1.8 million population 400,000 commuters daily 400,000 commuters daily Many without health care provider/insurance Many without health care provider/insurance Vulnerable populations; 70+ spoken languages, 10 requiring translation in our clinics Vulnerable populations; 70+ spoken languages, 10 requiring translation in our clinics 15% of King County, ages 21 – 64, have a disability 15% of King County, ages 21 – 64, have a disability 19 hospitals, 7000+ medical professionals and 27 community health centers 19 hospitals, 7000+ medical professionals and 27 community health centers 34 fire departments, 9 HAZMAT teams, 29 local law enforcement agencies 34 fire departments, 9 HAZMAT teams, 29 local law enforcement agencies SeaTac Airport - 30 million passengers annually, more than 1.1 million from international flights; 170 cruise ships with 700,000 disembarked in 2005 SeaTac Airport - 30 million passengers annually, more than 1.1 million from international flights; 170 cruise ships with 700,000 disembarked in 2005

5 Public Health s evolving role in preparedness Nearly all emergencies and disasters have public health consequences Nearly all emergencies and disasters have public health consequences 9/11, the 2001 anthrax attacks, SARS, and Katrina brought new focus to public health and health care delivery system infrastructure, response capacity, and need for rapid communication of accurate information 9/11, the 2001 anthrax attacks, SARS, and Katrina brought new focus to public health and health care delivery system infrastructure, response capacity, and need for rapid communication of accurate information Significant vulnerabilities were revealed nationwide Significant vulnerabilities were revealed nationwide

6 Broad spectrum of activities Disease and environmental surveillance Disease and environmental surveillance Environmental health response Environmental health response Disease outbreak and response including mass prophylaxis and treatment Disease outbreak and response including mass prophylaxis and treatment Isolation and quarantine Isolation and quarantine Coordination of health systems resources and response Coordination of health systems resources and response Mass fatality response Mass fatality response Health messaging and communications Health messaging and communications Laboratory services Laboratory services

7 Real World Tests Real World Tests Smallpox vaccination response Smallpox vaccination response Suspicious powder incidents Suspicious powder incidents SARS SARS Pertussis and tuberculosis outbreaks Pertussis and tuberculosis outbreaks Flu vaccine shortage Flu vaccine shortage Oil spills Oil spills Hurricane Katrina response Hurricane Katrina response Threats of West Nile virus, pandemic influenza, terrorism (Madrid and London bombings) Threats of West Nile virus, pandemic influenza, terrorism (Madrid and London bombings)

8 Partners in preparedness Partnerships are the cornerstone of Public Health preparedness Partnerships are the cornerstone of Public Health preparedness Crisis Clinic is part of a long list: Crisis Clinic is part of a long list: –Hospitals and health care providers –EMS, fire, law enforcement, Emergency Management –Elected officials –Human services, schools, community based organizations –Port of Seattle, CDC Quarantine Station –Courts, agricultural agencies, and businesses.

9 Public messaging and information Residents will be dependent on health authorities for reliable information Residents will be dependent on health authorities for reliable information Information needs to be provided rapidly and be accessible to everyone Information needs to be provided rapidly and be accessible to everyone PICC will provide a feedback loop PICC will provide a feedback loop

10 The mission of risk communications Limit injury, suffering, and death Limit injury, suffering, and death Defend civil liberties Defend civil liberties Preserve economic stability Preserve economic stability Discourage stigmatization of specific people or places as contaminated or unhealthy Discourage stigmatization of specific people or places as contaminated or unhealthy Bolster individuals and communities to rebound from unpredictable and traumatic events Bolster individuals and communities to rebound from unpredictable and traumatic events

11 The public s emergency communication goals Make decisions about their well- being Make decisions about their well- being Protect themselves and their loved ones Protect themselves and their loved ones Recover or preserve well-being and normalcy Recover or preserve well-being and normalcy Be involved in emergency response (for some people) Be involved in emergency response (for some people)

12 How will the public receive information Broadcast media -- TV, radio Broadcast media -- TV, radio Internet Internet Print media Print media Phone hotlines Phone hotlines Literature Literature Trusted community sources Trusted community sources Friends and neighbors Friends and neighbors

13 Example: SARS in Toronto 2132 potential cases 2132 potential cases 23,103 requiring quarantine 23,103 requiring quarantine 225 met case definition 225 met case definition 44 deaths 44 deaths 316,615 calls to public health hotline 316,615 calls to public health hotline over 45,000 calls on a peak day over 45,000 calls on a peak day

14 What is the PICC? Resource for the public to receive information in a public health emergency Resource for the public to receive information in a public health emergency Live operators and recorded information Live operators and recorded information Flexible model to accommodate demand Flexible model to accommodate demand

15 Activating the PICC system Demand or anticipated need for public information Demand or anticipated need for public information Event could be local, state or national Event could be local, state or national Communications office charged with mobilizing operations Communications office charged with mobilizing operations Coordinated with other department emergency response efforts Coordinated with other department emergency response efforts

16 Key elements of a PICC Facilities Facilities Staffing Staffing Messaging Messaging Telecommunications support Telecommunications support Coordination with partners Coordination with partners

17 Partners in call capacity Crisis Clinic Crisis Clinic Washington State Poison Control Washington State Poison Control State Department of Health State Department of Health Centers for Disease Control and Prevention Centers for Disease Control and Prevention

18 Crisis Clinic s role Provide surge capacity for Public Health call center Provide surge capacity for Public Health call center Support the public with general, non-medical information in a health crisis event Support the public with general, non-medical information in a health crisis event Serve as a seamless extension of Public Healths call center Serve as a seamless extension of Public Healths call center

19 Activating Crisis Clinic support Central points of contact Central points of contact Communicating over the life of crisis Communicating over the life of crisis Early engagement, before support is needed Early engagement, before support is needed Protocol for activating Crisis Clinic lines Protocol for activating Crisis Clinic lines

20 Before activation Crisis Clinic alerted as soon as health emergency is declared Crisis Clinic alerted as soon as health emergency is declared Crisis Clinic confirms capacity to take surge calls Crisis Clinic confirms capacity to take surge calls All Crisis Clinic staff provided support materials to answer public questions All Crisis Clinic staff provided support materials to answer public questions Specific date and time set for activation Specific date and time set for activation

21 Once activated … Roll-over system – 6 th caller in PICC queue goes to Crisis Clinic Roll-over system – 6 th caller in PICC queue goes to Crisis Clinic Comment sheet to record and report feedback Comment sheet to record and report feedback Hourly communication between Crisis Clinic and Public Health Hourly communication between Crisis Clinic and Public Health

22 Crisis Clinic capacity 10 dedicated operators; up to 25 maximum 10 dedicated operators; up to 25 maximum Peak capacity at 8 a.m – 6 p.m. Peak capacity at 8 a.m – 6 p.m. Support for up to 4 days of sustained surge support Support for up to 4 days of sustained surge support

23 Current PICC system capacity Public Health = up to 3,250 calls (based on 10 hour day) Public Health = up to 3,250 calls (based on 10 hour day) Crisis Clinic = up to 3,250 calls Crisis Clinic = up to 3,250 calls Poison Control Center = up to 1,500 calls Poison Control Center = up to 1,500 calls State Department of Health = approx. 2000 per day State Department of Health = approx. 2000 per day

24 Scenario: anthrax exposure Coordination and activation Coordination and activation Main messages and support materials for operators Main messages and support materials for operators Monitoring system status Monitoring system status Ramping down Ramping down

25 Next steps with the PICC Expanding facility capacity within Public Health/King County Expanding facility capacity within Public Health/King County Recruiting and training internal staff Recruiting and training internal staff Pursuing vendor options for additional surge support Pursuing vendor options for additional surge support Urging national CDC capacity Urging national CDC capacity

26 Sharing the PICC model Plan will be shared with other health departments through NACCHO (National Association of City and County Health Officers) Plan will be shared with other health departments through NACCHO (National Association of City and County Health Officers) Template for addressing similar challenges in other areas Template for addressing similar challenges in other areas

27 More information on Public Health Over 8,000 pages of information on our public web site at: http://www.metrokc.gov/health


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