Jordan COVID-19 Call Center Data Epidemiological Analysis

Tags: Health Complex emergency Data analysis Telecommunications technology

In late 2020, the Jordan Ministry of Health (MOH) implemented an unprecedented, rapid
expansion of its COVID-19 testing, reporting, and contact-tracing infrastructure to support COVID19 epidemic control during the re-opening of society. The MOH began limited call center
operations in November 2020, but due to personnel shortfalls, could not adequately meet the
demands of rising cases in the country. USAID requested the USAID Local Health System
Sustainability Activity’s (LHSS’s) to support the MOH to scale up contacting tracing efforts by
contracting the call center operations to the Jordan Nursing and Midwives Council (JNMC) for
supporting and staffing purposes, under the supervision of MOH. LHSS had already been
supporting the MOH in training lab technicians in COVID-19 testing, and the contact-tracing call
center, enabled this effort as well.
In this report, LHSS supported an analysis of the data collected by the COVID-19 call center, to
further the MoH’s understanding of the disease profile in Jordan. The aims of this analysis were
to assess the administrative effectiveness of the call center, and to investigate the profile of
COVID-19 by socio-demographic characteristics, most common risk factors and comorbidities,
symptomology, including hospitalization and death, and vaccination.

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