1. Call Center Challenges and Lessons Learned Challenges and Lessons Learned Laura Blaske Laura.blaske@doh.wa.govLaura.blaske@doh.wa.gov 360-236-4070 Laura.blaske@doh.wa.gov

2. Call Center Challenges Environment Staff skill sets Public expectations Conflicting messages Length of event Resources

3. Too many warnings…  Do not use while sleeping. Sears hair dryer  Fits one head. Shower cap box  Do not turn upside down. Bottom of Tesco’s Tiramisu dessert box  Do not iron clothes on body. Rowenta iron

5. Risk communication Be First. Be Right. Be Credible.  Provide clear and consistent information.  Accessibility.  Empower people to make good choices.

6. Lesson Learned Train First. Train Right. Train Credible.  Difference between empathy & advice.  Working with public is a skill.  Don’t tell more than we know.

7. So many audiences…  Clients and community members  Staff and co-workers  Stakeholders and partners  Media  People who serve the general public (teachers, childcare providers, etc.)  Emergency response workers, law enforcement  Civic and political leaders (local, state, and national)  Special need communities

8. So many experts…  Federal, state, local public health  Other federal, state, local agencies  Community organizations  Internal experts  Media  Friends and family  Businesses

9. Changing attitudes

10. Changing expectations

11. H1N1 Challenges  Vaccine availability  Different messages  Length/severity of event  Training  Target audience

12. Health Decisions 12 Q: Did the ads provide information to help you make health decisions?

13. Reasons 13 Q: Why haven’t you gotten vaccinated?

14. Call Center Lessons

15. Common Concerns  Am I/Is my family safe?  What have you found that will affect me or my loved ones?  What can we do to protect ourselves?  Who or what caused the problem?  Can you fix it?

16. Consistency  Communication Chain:  Answering phones.  Printed information.  Public contact positions.  Interactions with stakeholders.  Information on Web site.  Social media.

17. In an issue of high concern… Everyone in the organization is a spokesperson.

18. Short isn’t easy… …train and practice.

19. Answer concerns but don’t…  Say more than you know.  Give your opinion.  Give medical advice.  Over-reassure.

20.  Technical jargon  Condescending or judgmental phrases  Attacks  Promises or guarantees Call Center Messages/Scripts NO…

21. Central Information Source

22. “This explains it all.”

23. Thanks for calling!