Lightning Talk

Rapid Implementation of an Interprofessional 1-800-COVID-19 Hotline Call Center to Support a Public Health Crisis

Thursday, August 13, 2020, 2:30 pm - 3:30 pm EDT
COVID-19online/virtualinterprofessional clinical learning environmentscontinuum - students and residents
Sample video
Lightning Talk Presentation
Sample video
Lightning Talk Live Discussion Recording
Accreditation Information
The recording of this session has been accredited for Interprofessional Continuing Education credit (IPCE) as enduring material. After watching this recording, you may claim IPCE credit by clicking this link. Interprofessional Continuing Education Credit is available to claim through December 31, 2020. Please see details below.

In response to the first positive case of COVID-19 in the state, an academic health center, instituted a 1-800 COVID-19 Hotline. The hotline provided rapid access to a health screening algorithm via a telehealth platform to assist the statewide community in understanding when they should access the health care system to seek testing or care for COVID-19 symptoms and where they could access these resources. Faculty and staff from the Office of Clinical Informatics and Internal Medicine (Division of Infectious Disease), Institute for Digital Health and Innovation, Information Technology, and Division of Academic Affairs (DAA) collaborated to implement the call center within 48 hours of confirmation of disease in the state.


An evidence-based screening algorithm evaluating symptoms, contact exposure risk, travel history, and high-risk indicators was developed and a script and online survey for health information capture defined. Orientation and training for these tools was provided immediately prior to staffing.


DAA took lead in identifying interprofessional student cohorts and staff for this rapid deployment community care resource. DAA staff assumed lead roles to serve as administrators for call center staffing, trainers for new staffers, and room supervisors to ensure appropriate social-distancing and hygiene practices.


From March 14th to May 12th, when the hotline transitioned to a virtual assistant, 10,937 calls were received (182 daily average) and 6,369 screening surveys (102 daily average) completed. 385 individuals from 5 colleges, the graduate school, DAA, and 3 clinical units completed 2188 shifts. 74% of these individuals were students who provided 87% of staffing. Descriptive statistics for call volumes and staffing will be shared. Key successes and lessons learned will be highlighted.



In accordance with the Accreditation Council for Continuing Medical Education’s Standards for Commercial Support, adopted by the Joint Accreditors for Interprofessional Continuing Education, the National Center for Interprofessional Practice and Education has a conflict of interest policy that requires that all individuals involved in the development of activity content disclose their relevant financial relationships with commercial interests. All potential conflicts of interest that arise based upon these financial relationships are resolved prior to the educational activity.

Katherine Kenny, Stephanie Kiser, Tamarie Macon, Bryan Hodge, Rachel Bemis, Kathryn Neil, Joseph Sanford, Kevin Sexton, Colleen Reiner, Haru Okuda, Philip Wortham

declare no vested interest in or affiliation with any commercial interest offering financial support for this interprofessional continuing education activity, or any affiliation with a commercial interest whose philosophy could potentially bias their presentation.

Accreditation Details

In support of improving patient care, this activity is planned and implemented by The National Center for Interprofessional Practice and Education. The National Center for Interprofessional Practice and Education is accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC) to provide continuing education for the healthcare team.

As a Jointly Accredited Provider, the National Center is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. The National Center maintains responsibility for this course. Social workers completing this course receive continuing education credits.

This activity was planned by and for the healthcare team, and learners will receive Interprofessional Continuing Education (IPCE) credit for learning and change.

  • Physicians: This activity will be designated for CME AMA PRA Category 1 Credit(s)TM through ACCME.
  • Physician Assistants: NCCPA accepts AMA PRA Category 1 Credit(s)™ from organizations accredited by ACCME or a recognized state medical society.
  • Nurses: This activity will be designated for CNE nursing contact hours through ANCC.
  • Pharmacists and Pharmacy Technicians: This activity will be designated for CPE contact hours (CEUs) through ACPE.
  • Social Workers: This activity will be designated for social work continuing education credits through ASWB.
  • All health professionals: This activity was planned by and for the healthcare team, and learners will receive Interprofessional Continuing Education (IPCE) credit for learning and change.