**VHA CHECK-LIST**

**FOR**

**NATIONAL DISASTER CALL CENTER FOR VETERANS**

+----------------------------------------+------------+----------------+
| **TASK**                               | **R        | **Date         |
|                                        | esponsible | Accomplished** |
|                                        | Parties**  |                |
+----------------------------------------+------------+----------------+
| 1.  VHA contacts HRC to activate NDCC  | R          |                |
|     for Veterans at (785) 350-3700     | esponsible |                |
|                                        | Or         |                |
| > After hours:                         | ganization |                |
|                                        |            |                |
| Richard Rhoades                        |            |                |
|                                        |            |                |
| Director, Health Revenue Center        |            |                |
|                                        |            |                |
| 785-273-5209 (Home)                    |            |                |
|                                        |            |                |
| 785-925-1184 (Blackberry)              |            |                |
|                                        |            |                |
| Karyn Waters                           |            |                |
|                                        |            |                |
| Deputy Director, Health Revenue Center |            |                |
|                                        |            |                |
| 785-478-1603 (Home)                    |            |                |
|                                        |            |                |
| 785-925-0604 (Blackberry)              |            |                |
+----------------------------------------+------------+----------------+
| 2\. Assigns call center number for     | HRC        |                |
| veterans (1-800-507-4571)              |            |                |
+----------------------------------------+------------+----------------+
| 3\. Implement SOP                      | VISN, VAMC |                |
|                                        | Director,  |                |
|                                        | HRC        |                |
|                                        | Director   |                |
+----------------------------------------+------------+----------------+
| 4\. Identify POC(s) at                 | VISN,      |                |
| facility/organization for script       | VAMC, HRC  |                |
| development                            |            |                |
+----------------------------------------+------------+----------------+
| 5\. Implement knowledge base (KB)      | HRC        |                |
| scripts                                |            |                |
+----------------------------------------+------------+----------------+
| 6\. Establish reporting requirements:  | VISN,      |                |
|                                        | VAMC, HRC  |                |
| -   Call Count                         |            |                |
|                                        |            |                |
| -   Other requirements needed by       |            |                |
|     responsible organization           |            |                |
|                                        |            |                |
| -   Reporting schedule                 |            |                |
|                                        |            |                |
| -   Routing                            |            |                |
|                                        |            |                |
| -   Messages                           |            |                |
|                                        |            |                |
| -   Schedule of open/close dates/times |            |                |
+----------------------------------------+------------+----------------+
| 7\. Implement escalated call procedure | HRC        |                |
|                                        |            |                |
| -   Coordination with customer         |            |                |
|                                        |            |                |
| -   Facility/organization contact      |            |                |
+----------------------------------------+------------+----------------+
| 8\. Establish communications /         | VISN,      |                |
| conference call schedule with          | VAMC, HRC  |                |
| facility/organization                  |            |                |
+----------------------------------------+------------+----------------+
| 9\. Determine and obtain, if needed,   | VHA        |                |
| counseling support for staff           | Patient    |                |
|                                        | Care (11), |                |
|                                        | VISN,      |                |
|                                        | VAMC, 10N, |                |
|                                        | HRC        |                |
+----------------------------------------+------------+----------------+
| 10\. Make appropriate VA public        | VHA Public |                |
| affairs communications                 | Affairs    |                |
|                                        | (10C)      |                |
+----------------------------------------+------------+----------------+