Appendix 4-E. FAQ Library Evaluation Form
North Central Region Exercise
FAQ Library LineTest Instructions
In addition to the quarantine calls you will be receiving over the next 2
days, the Interactive Response (IR) system has other possible uses in a public
health emergency. As a volunteer, we request your assistance in testing one
of these additional capabilities.
You have been requested to test the Frequently Asked Question
(FAQ) Library Line. For commonly asked questions specific to a
public health emergency, an automated inbound call system was developed for
callers to access recorded messages directly. The information is approved
by the CDPHE, and therefore will maintain standardization with information
being broadcast through other venues. This tool was originally developed
and tested during Colorado's West Nile Virus outbreaks in 2003 and
2004 but can be supplemented with information about many other events.
Please follow the instructions below and fill out the evaluation after you
complete the call. Thank you for your assistance in testing this communication tool.
Volunteer Name: _____________________________________________________
- Please call XXX-XXX-XXXX.
- Using the prompts, please find an answer to the following question:
What is the incubation period for West Nile Virus in humans?
- Based on the information provided by the IR, please record the answer to
the provided question:
_____________________________________________________
_____________________________________________________
Please fill out the evaluation questions on the second page, and thank you
for your assistance in testing the Frequently Asked Question (FAQ) Library
Line.
(Page Two)
Dear Quarantine Exercise Volunteer:
Please answer the following questions regarding your experience using the
FAQ Library Line.
Questionnaire responses will use a scale of 1 to 5:
1 = Strongly Disagree
2 = Disagree
3 = Undecided
4 = Agree
5 = Strongly Agree
Please tell us how much you agree or disagree with the following statements:
Question |
Strongly Disagree |
Disagree |
Undecided |
Agree |
Strongly Agree |
1. The directions given
by the IR were easy to follow. |
1 |
2 |
3 |
4 |
5 |
2. The voice on the IR message was
easy to understand. |
1 |
2 |
3 |
4 |
5 |
3. The recorded voice on the IR went
at a proper speed. |
1 |
2 |
3 |
4 |
5 |
4. The recorded voice on the IR was
at a proper volume. |
1 |
2 |
3 |
4 |
5 |
5. I was able to easily
navigate through the options to find the information I needed. |
1 |
2 |
3 |
4 |
5 |
6. I am satisfied with
my experience using the IR. |
1 |
2 |
3 |
4 |
5 |
7. In an actual public
health emergency, I would trust receiving health department information
via an automated system like the IR. |
1 |
2 |
3 |
4 |
5 |
8. Based on my experience
with the IR, I would prefer to receive information from an automated system
vs speaking to a live person. |
1 |
2 |
3 |
4 |
5 |
Comments (Please use the back of this sheet for additional room if necessary)
______________________________________________________________________________________
______________________________________________________________________________________
Thank you again for your assistance in evaluating this communication tool.
Your assistance will allow us to provide important information to a large portion
of the region's population in a public health emergency. We believe these tools
have the greatest potential to reduce patient surge demands on the traditional
health care delivery system facilities and allow public health agencies to
focus on epidemiology and control measures.
If you have questions about this tool or the testing process, please contact <Insert
Test Coordinator Name> at the <Insert Their Agency Name>: <Insert
Their Phone#> or <Insert Their E-mail Address>
Return to Appendix 4 Contents
Return to Report Contents
AHRQ Publication No. 07-0048
Current as October 2007
Internet Citation:
Adapting Community Call Centers for Crisis Support. October 2007. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/prep/callcenters/