About the Course

When general public vocabulary upgraded with new terms such as lockdown, social distancing and many more simultaneously infodemic also attacked the general public. People were more confused, stressed, panic and in anxiety with unknown, unseen pandemic name COVID 19.

• In March 2020, the nursing team from WHO CCET set up the first professional unified nurse-led helpline to address all COVID-19 related queries from the general public.
• Complete ideation and execution of the helpline were handled by the nursing team.
• The helpline was operated by doctors and nurses, named COVID Marshals.
• COVID Marshals received proper training on how to attend and respond to calls and provide counseling.
• A complete protocol was prepared and strictly followed by the COVID Marshals.
• As the COVID-19 era progressed, the needs and demands of the public changed.
• The COVID call center dynamically addressed all public needs from time to time.

• Phase 01 – Emotional support busting myth
• Phase 02 – Spreading right information and practices
• Phase 03 – Crisis management such as bed, medicine, oxygen, food and other supplies (by engaging with other social support groups)
• Phase 04 – Tele consultations/home care

This was the low cost – high impact model where all the nurses and doctors volunteered (when they got infected and resting at home, they were playing COVID marshal role from their house or isolation centre) because this model was provider as well as user friendly (any covid marshal can take call from their own mobile) any one can dial unified no. which has 20 lines so no waiting time and all calls usually answered with in 3 rings (as this was also our protocol to reduce the waiting time)
The helpline was a non-funded, voluntary effort by the nursing team at WHO CCET. It operated 24/7, with all calls answered by healthcare professionals specially trained and designated as COVID Marshals. The helpline welcomed all queries, including non-medical ones, and provided counselling and guidance to all callers. Follow-up calls were made as needed, making the service both economical and operator-friendly, as COVID Marshals could respond at their convenience.

• 4000 minutes (total of 500 calls)
• 8.3 minutes – Average calling time (counselling time)
• 75% follow-up rate
• 10 states – Calls were received from 10 states

This initiative was widely promoted and covered by radio channels and newspapers for broader access.