Managing Calls for Suspected Health Threats

Agents at call centers accept inbound calls that appear as a flashing icon on the CTI toolbar. After accepting the call, the agent creates a service request record to capture details about the call. An agency can use service requests to track health complaints, determine whether similar complaints exist, and escalate complaints to a case.

This task is a step in Process of Managing Public Health Cases.

To manage a health threat call

1. Navigate to the Service screen, then the Service Requests List view.

2. Create a new record and add details, including a summary of the call and the last name of the caller.

3. Expand the Service Request form using the show more button.

4. In the Other Information section of the form, associate a disease with the record.