The Role of the Call Handler in the Face of Ebola and Other Emerging and Deadly Infectious Diseases G. Moore, Dr.PH. and H. Pierce Introduction The recent Ebola epidemic in West Africa and the isolated cases within the United States are a reminder of the concern for responder safety. There is an expectation that every first responder should regularly practice the standard or “universal” precautions before having patient contact. However, particularly concerning the Ebola Virus, the CDC has recommended that PSAPs take responsibility for screening callers for risk factors and notify responders of such before arrival on scene. This recommendation poses the question of whether further efforts should be made to mitigate the risk of exposure to new or emerging infectious diseases. The World Health Organization defines an infectious disease as an illness caused by microorganisms, such as bacteria, viruses, parasites, or fungi. The disease can be directly or indirectly spread from one person to another. Exposure may also occur from animal to human. The term "emerging infectious diseases" refers to diseases of infectious origin whose incidence in humans has either increased within the past two decades or threatens to increase in the near future. Diseases such as Ebola, pandemic Flu, and Tuberculosis fit this classification. The normal role of a call taker is to perform a high level risk assessment, initiate a response, and provide instruction to ensure scene safety. Scripted protocols provide the structure for the early detection of risk factors and guide the immediate intervention. This method of call processing has proven to significantly enhance response and has increased the measures for the preservation of life and public safety. However, previously the focus of call handling has been on the recognition of priority symptoms or factors that pose an immediate risk. Screening for the risk factors associated with the exposure to infectious diseases slightly shifts this focus. Certainly PSAPs will want to take the necessary steps to further mitigate risk and enhance the safety of responders and the public; however, the proposal of screening for potential exposure to infectious disease warrants additional consideration. This isn’t a step to be taken in reaction to one particular virus. The scope needs to be broader to include infectious diseases with potential deadly consequences such as multi-‐drug resistant tuberculosis, pandemic flu, Ebola, and other hemorrhagic fevers. Time is a precious commodity in call processing. Seconds do count and need to be used wisely. Screening every caller for infectious disease may not be the most efficient use of resources as not every call poses the same level of risk to responders. Agencies need to have the tools in place to respond when conditions indicate that the level of risk is elevated. Call takers need to be trained to recognize the symptoms and conditions that warrant further assessment.
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