Public health contact centers – A critical need during the COVID-19 pandemic

Chart showing services with respective icons. Services most used in efforts to help curb the pandemic

By Catherine Shinners

The COVID-19 pandemic and associated public health needs has meant state health organizations and large-scale private efforts have had to rapidly assemble resources to address and mitigate against the massive health threat.


The Henne Group and our Waller Hall Research division has helped our clients in meeting this grave public health crisis over the past year with our contact center capabilities.


Support for COVID-19 testing, contact tracing and vaccine projects

In 2020, during the early stages of the pandemic, we worked to help schedule critical populations in a large metro area for COVID-19 testing.   We also have managed a statewide contact tracing program in a rural state, both during the initial pandemic surge, and now the subsequent surge with the COVID-19 Delta variant.


As vaccines for COVID-19 were made available to the public in the spring of 2021, we provided vaccine hotline support for a state department of health – helping residents navigate online state-provided vaccine information and helped callers manage the vaccine appointment experience.


Rapid deployment, scaling to call volume

Our team responds rapidly to bring the human and technical resources to stand up a project and manage early large call volume needs while adapting for continued coverage.  Our skilled agents train quickly and respond effectively with populations around highly sensitive topics, especially related to health.  We provide multi-lingual services in English, Spanish, Mandarin, Cantonese, Vietnamese and Korean.


The Henne Group/Waller Hall Research also provides a range of other contact center services – including Tier 1 technical support, and qualitative and quantitative research projects.


We are grateful to be able to offer services to public-health related projects during this difficult era of the COVID-19 pandemic.



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