Avian Influenza Hotline Protocol - Operator's Training Manual: Information and Skills

Developed for the United States Agency for International Development (USAID) Avian Influenza Program by the Academy for Educational Development (AED), this avian influenza (AI) hotline operator’s training manual explores how to share information about avian flu for hotline callers. The manual has two parts: part one focuses on specific information about AI, as well as most frequently asked questions. Part two of the manual deals with interpersonal communication skills needed by hotline operators during telephone calls. The tenets of confidentiality and complete and accurate information for callers are the basis for the training. This manual is accompanied by a training of trainers and facilitator's manual.

The manual outlines a four-day training. Each session is described through: objectives, materials needed, activities, which include question sheets and fact handout sections. An observation checklist and reproducible certificate of completion are included.

The workshop includes:
Welcome and Overview Introduction to Avian Influenza Avian Influenza In-depth Information Introduction to AI Hotline in Ghana Hotline Call Protocol Hotline Operator Skills Working with Different Resources Practice AI Hotline Interaction Final Role Plays and Closure