Communications When Its Needed Most

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Communications When Its Needed Most

• Employee and Veteran Disaster Contact Center
• Richard E. Rhoades
• Director, Health Revenue Center

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Employee and Veteran Disaster Contact Center

• Richard E. Rhoades Director
• Geoff Davies Emergency Management Coordinator
• Veteran Disaster Assistance Call Center
• 1-800-233-0152
• Employee Disaster Call Center
• 1-866-233-0152

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Employee and Veteran Disaster Contact Center

• Premier information agent 2005 thru 2008
  (Hurricanes Katrina and Gustav CA wild fires)
• Veteran and Employee disaster information portal
• Continuous mission to provide Veterans and
  Employees relief through information sharing
• Three hour standup
• 12/7 or 24/7 operations
• 325 Contact Representatives

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Employee Assistance Disaster Call Center

• Provide facility status information
• Reporting for duty and leave information
• Financial issues (how and where to get paid)
• Employee accountability
• Employee information entered real time into the
  online VA Employee Disaster Database
• Provide disaster assistance contact numbers
• Red Cross
• FEMA, etc

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Employee Accountability

• National Disaster Employee Database

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Employee Accountability (cont)

• National Disaster Employee Database - Reports

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Employee Accountability (cont)

• National Disaster Employee Database sample
  report
• No PKI accounts required
• Password access

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Veteran Disaster Contact Center

• Research provide critical information on
  pharmacy prescriptions
• With HRCs Customer Resource Management (CRM)
  database, we can collect and report out on
  multiple events in real time
• Customized facility information
• Facility opening/closure status
• Alternate facility locations
• 12 hour reports
• Provide disaster assistance contact numbers
• Red Cross, FEMA, DAV

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Veteran Disaster Contact CenterSample Script
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VISN and Facility ExpectationsWhat the HRC
needs from you

• Communications
• Provide liaisons or POCs
• Timely updates
• Include HRC on any relevant daily briefs, news
  letters, OPSUMs, etc. (JOC briefs)
• Initial KB scripts and IVR scripts provided
  within two hours
• Identify expectations on assistance needed

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HRC ExpectationsWhat you can expect from us

• HRC is a natural resource to provide general
  information to Veterans and Employees during
  emergency events
• Three hour activation
• 12/7 or 24/7 operations
• Serve as an information portal for your Veterans
  and Employees

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HRC Expectations (cont)What you can expect from
us

• Centralized business unit that gives out
  consistent and accurate information
• Customized scripting and Internal Voice Routing
  (IVR)
• Provide script templates and assistance
• 90 or greater service level

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HRC Veteran and Employee National Disaster
Contact Center

• Questions?