About the Program​

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The COVID-19 Telecalling Program was designed to provide accurate, real-time health guidance to communities during the pandemic. Through a structured telephonic outreach, trained telecallers delivered medical advice, symptom monitoring support, and emergency referrals, ensuring people had access to trusted healthcare information from their homes.

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Challenge

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 Misinformation & Panic – Addressing widespread myths and fears surrounding COVID-19.
 

Scalability & Training – Ensuring telecallers were well-trained to handle diverse medical queries.
 

Emergency Response – Connecting critical cases to healthcare providers in a timely manner.

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Medical Approach

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A structured, evidence-based strategy ensured clear, accessible COVID-19 guidance for communities. Telecallers provided real-time health education, following a standardized script covering symptoms, home isolation, breathing exercises, diet, and emergency response.

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Key components included:
- Telephonic Health Education – Consistent, actionable COVID-19 support.
- COVID-19 Script – Covered self-monitoring (6-minute walk test), recovery tips, and escalation protocols.
- FAQ Bank & Escalation System – Addressed common queries, with complex cases escalated to me.
- Emergency Helplines – Quick referrals for urgent medical needs.

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My Role

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As a Medical Content Officer for COVID-19, I:
- Created the telecall script and trained telecallers.
- Led debrief calls, refining messaging and addressing challenges.
- Developed an FAQ bank and managed escalations.
- Integrated emergency response protocols for critical cases.

 

This initiative ensured accurate, timely, and life-saving health communication during the pandemic.