Specialists learn about the different types of cancer as well as patient resources, and they role-play. After training, information specialists must become certified to take calls by completing an NCI exam. It is a very sophisticated system. Experienced information specialists promoted to supervisory positions provide support to specialists on the phone by helping them find resources and answer difficult questions. A computerized system allows CIS personnel to monitor the number of calls received each day and also the number of calls waiting at any specified time.
Busy signals are virtually zero.
Recently, five cancer information specialists volunteered on behalf of Fox Chase to work in the Channel 10 newsroom. The station aired a special health segment on the April 27 late evening news, covering mammography and breast health. The CIS specialists along with physicians and other health professionals in the Philadelphia area answered calls from an 800 number displayed on the screen. There were a lot of questions about breast cancer treatment. Patients also wanted explanations on recent mammography exam results.