Designing a First Responders Call Center for a Pandemic

Yuval Bitan; Itamar Abramovich; Eli Jaffe

doi:10.1177/1064804620947615

Designing a First Responders Call Center for a Pandemic

Yuval Bitan, Itamar Abramovich, Eli Jaffe

Research output: Contribution to journal › Article › peer-review

1 Scopus citations

Abstract

Emergency response to a pandemic requires health care systems to initiate many activities. One of these activities is providing the public with information and guidance about the symptoms and the actions that need to be taken. A dedicated call center should facilitate the public need. Such a call center needs to be carefully designed to protect the call takers from potentially being infected by other staff members. An ad hoc facility has the flexibility to adjust to evolving demands and constraints. This article presents the need, the concerns, and the guidelines used to design such call center during the COVID-19 pandemic outbreak.

Original language	English
Pages (from-to)	25-28
Number of pages	4
Journal	Ergonomics in Design
Volume	29
Issue number	1
DOIs	https://doi.org/10.1177/1064804620947615
State	Published - 1 Jan 2021

Keywords

call center
coronavirus disease (COVID-19)
design guidelines
emergency medical service
pandemic outbreak
safety

ASJC Scopus subject areas

Human Factors and Ergonomics
Engineering (all)

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.1177/1064804620947615

Cite this

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abstract = "Emergency response to a pandemic requires health care systems to initiate many activities. One of these activities is providing the public with information and guidance about the symptoms and the actions that need to be taken. A dedicated call center should facilitate the public need. Such a call center needs to be carefully designed to protect the call takers from potentially being infected by other staff members. An ad hoc facility has the flexibility to adjust to evolving demands and constraints. This article presents the need, the concerns, and the guidelines used to design such call center during the COVID-19 pandemic outbreak.",

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AB - Emergency response to a pandemic requires health care systems to initiate many activities. One of these activities is providing the public with information and guidance about the symptoms and the actions that need to be taken. A dedicated call center should facilitate the public need. Such a call center needs to be carefully designed to protect the call takers from potentially being infected by other staff members. An ad hoc facility has the flexibility to adjust to evolving demands and constraints. This article presents the need, the concerns, and the guidelines used to design such call center during the COVID-19 pandemic outbreak.

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KW - coronavirus disease (COVID-19)

KW - design guidelines

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KW - pandemic outbreak

KW - safety

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Designing a First Responders Call Center for a Pandemic

Abstract

Keywords

ASJC Scopus subject areas

UN SDGs

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