The key to nationally consistent information for 4.5 million callers

The online Knowledge Base used by call handlers includes information about travel restrictions, disability access, aged care, clinical assessments, vaccinations, isolation requirements and close contact rules.

It is set up as a user-friendly, searchable, webpage so that any call handler across multiple call centre companies can use it simply by entering a key word the caller wants to know about, such as ‘boosters’.

Managing round the clock content curation

The Knowledge Base is updated seven days a week by 15 to 20 people using a newsroom-type of operating model. They rely on an authorised source list including state, territory and Commonwealth health departments, the Prime Minister’s Office, premiers and cabinet offices in every jurisdiction, the World Health Organisation, ATAGI, the TGA and NPS, press conferences and press releases.

"It is important that we have an authority for everything that we publish. We had to move quickly ... our team had to update the Knowledge Base fast because COVID-19 information was changing very, very quickly," said Acting Chief Customer Officer, Ian Vaile, Healthdirect Australia.

The Knowledge Base includes a Clinical Section, housing in-depth information that our clinically qualified call handlers use to assist both clinicians with questions regarding COVID-19 positive patients, and symptomatic patients more complex questions.

Data insights

The Knowledge Base provides valuable insights and data for managing the pandemic and public messaging, such as 'are people asking about Novavax now', or 'are people asking about Moderna for children?' This information can be tracked, added to the dashboard in real time and shared with government departments.

"The dashboard provides syndromic surveillance: the ability to know what people are interested in and what is coming up, where people's anxieties lie."

A prototype for the future

The Knowledge Base is used by up to 10 government agencies and jurisdictional COVID-19 hotlines. This collegiate approach to centralisation and sharing of information reduces effort, administration and ensures the public are provided with accurate and up-to-date information.

Importantly, the lasting value of the Knowledge Base lies in the principle of sharing information, working with federal, state and territory governments of Australia — the model for which can be applied to future pandemics or natural disasters.