Planning Resources by Setting
Emergency Responders and 9-1-1:
The following resources are intended to assist communities who work in 9-1-1 and Emergency Medical Services with considering how to use call centers and other partners to relieve the surge on those systems during an emergency.
- This AHRQ report describes a model to enable community health call centers to support home-management and shelter-in-place approaches in mass casualty or public health emergency events. Community call centers include poison control centers, nurse advice lines, and other hotlines.
- Coordinating Call Centers for Responding to Pandemic Influenza and Other Public Health Emergencies: A Workbook for State and Local Planners (4.4 MB/242 pages)
- This CDC workbook provides a six-step process of developing a coordinated call center system. It includes worksheets to fill out through each step of the development process.
- This tool was developed by CDC during H1N1 to help community planners identify steps to divert unnecessary calls away from the community 9-1-1 system and non-critically ill patients away from the healthcare system to reserve both for actual emergency situations. This implementation tool provides a step-by-step approach by focusing on alternative call center resources.