Setup and management of COVID-19 hotlines (2020) (produced by WHO/Europe)

Hotlines are among the most commonly used tools by health authorities in the response to the COVID-19 pandemic in the WHO European Region. They establish a direct link between at-risk populations and emergency responders, improve responders’ understanding of people’s perceptions, attitudes and concerns, and provide public health advice, counselling and/or referral to other services. COVID-19 hotlines also allow expansion of established hotline practice: COVID-19 hotlines, more than other kinds, are used to conduct listening, or data collection, from calls to inform and adjust the public health response. This document provides details on how to conduct such data collection in a practical and ethical manner, along with best practices for running hotlines for public health emergency purposes. The quick tips provide practical considerations and resources to help professionals working in pandemic response at national and subnational levels to set up and manage national COVID-19 hotlines.