After the coronavirus pandemic started spreading across the world, Rwanda set up a raft of measures to contain it which included the Police establishing three call centres.
The call centres were meant to help facilitate the population that was thirsty for information and several other enquiries about Covid-19. The callers raised questions on the symptoms they ought to look out for.
"On average, we receive 10-12,000 calls a day. So, we have medical agents in every district in the rapid response teams, whom we direct to our patients as long as we realize that the person might be infected with coronavirus”, says Emmanuel Mberabagabo, the command and coordinating commissioner of the call center.
The call center operates 24 hours, 7 days a week and works in four shifts with 64 operators. These operators can receive up to 90 calls simultaneously following the protocol at the center.
According to Fulgence Kamali, the head of health promotion Unit in the Ministry of Health, the purpose of the helpline is to make sure all enquiries are replied to and questions about Covid-19 answered.
"The purpose of this helpline is to assist people who have symptoms such as cough, breathing issues, fever, etc. When we receive such a call, we talk to the person and ask their health history, if they have met anyone who has the same symptoms of Covid-19. That is when we refer them to the command post where there are teams to help such people get healthcare they need”, he said.
70% of the operators are from the national police, and have all been trained to give information based on the checklist they have under the information they draw from the caller.
The call center works hand in hand with the rapid response team that is in charge of investigation of cases and contacts, evacuation and testing people who were traced at the Covid-19 command center. The center’s task is to give fresh information from the community to the rapid response team.
Upon encountering any case, the call center quickly transfers it to the rapid response team that then traces other contacts for further management.
Among 360,000 calls received since the first reported Covid-19 case, 5 cases from the calls have tested positive and 33 contacts were also traced from them.
However, 114 helpline encounters some challenges. Among them, some people call aimlessly or abuse the operators. In fact, the Rwanda National Police on Thursday April 24, paraded five people arrested for misusing the helplines.
Ever since the call center was established a month ago, it has received over 360,000 calls with only 16% asking related Covid-19 quarries, leaving 56.1% as prank calls whereas the rest were requesting for emergency services.