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Insert local logo here. Practical Tools for Point-of-Dispensing Site Training and Client Communication . APC Road Show Orlando FL July 2009. Who we are Cambridge Materials Pictograms Dispensing Site Planning Trainings for Dispensing Sites Personal Preparedness Upcoming Materials.

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practical tools for point of dispensing site training and client communication

Practical Tools for Point-of-Dispensing Site Trainingand Client Communication

APC Road Show

Orlando FL

July 2009


Who we areCambridge Materials Pictograms Dispensing Site PlanningTrainings for Dispensing SitesPersonal PreparednessUpcoming Materials

getting to know you
Getting to know you

How prepared is your general population?

Who are your vulnerable populations?

What methods do you use for dispensing sites?

cambridge apc
Cambridge APC

Multi-disciplinary team

Continual engagement in

Assessment of preparedness needs and gaps

Generation of solutions for local public health

Promotion of APC program and products

Utilizing learning laboratory

php region 4b community characteristics
PHP Region 4b Community Characteristics
  • Population of communities range from 7,261 to 101, 355 residents
  • Great diversity in local government structures
  • Public health departments range from 2 to 63 full time employees
local preparedness planning realities
Local Preparedness Planning Realities
  • Federal/state mandates for local public health emergency response planning
  • Limited capacity and training of local public health departments
cambridge apc products
Cambridge APC Products
  • Regional Dispensing Sites
    • Planning
    • Communication Tools
    • Trainings
  • Evaluation
  • Mutual Aid for Public Health
  • Model legislation for regionalization
  • Regional Epidemiology

Who we areCambridge Materials Dispensing Site PlanningTrainings for Dispensing SitesPersonal PreparednessUpcoming Materials

prepare clients for pod experience
Prepare Clients for POD Experience
  • Information:
    • What will happen
    • How will it happen
    • What they will be asked
  • Delivery:
    • Perceive
    • Understand
    • Personally Applicable
special effort for special populations
Special Effort for Special Populations
  • Identify the groups within the at-risk population with special needs
  • Determine resources available/needed to serve these groups
  • Initiate the special populations plan
population vulnerability
Population Vulnerability
  • Physical disability
  • Cognitive disability
  • Language barrier (e.g., English, literacy)
  • Conditional impairments
    • Mental noise
    • Environmental barriers
    • Trust
    • Knowledge barriers
a preparedness paradigm shift
A Preparedness Paradigm Shift
  • Many will be “vulnerable” in an emergency
  • Specialized services deters those with “special needs”
  • Specialized preparedness is unsustainable for local health



universal design in our lives
Universal Design in Our Lives


making dispensing sites universally accessible
Making Dispensing Sites Universally Accessible
  • Physically accessible
  • Information to communicate to many
  • Information to exchange interpersonally
universal de sign
Universal De-SIGN

Communicate through trusted sources

Identify station purpose with a picture

Simple one-word

station description

Provide language translation

mass communication signage
Mass Communication: Signage
  • Outlines Service & Process information
  • Identifies station purpose
  • Improves efficiency
  • Decreases anxiety
  • Expands usability
  • Increases access to service
pocket communicator
Pocket Communicator
  • Worker to client
  • Internal communication tool
  • Clerical & clinical functions
  • Does not replace other forms of communication
language barriers
Language Barriers
  • Identifies barriers early
  • Provides client with visual reassurance
  • Affords easier access to translation
provide directions
Provide Directions

“Please go to the blue Children area.”


Who are we?Dispensing Site PlanningPictogram DevelopmentTrainings for Dispensing Sites Personal PreparednessFuture Products

behavioral health
Behavioral Health?

Mental Health


Behavioral Health



Who are we?Dispensing Site PlanningPictogram DevelopmentTrainings for Dispensing SitesPersonal PreparednessFuture Products

goal objectives
Goal & Objectives
  • Knowledge
    • Job Action Sheets
    • Incident Command/Management Principles
    • Fundamental Tasks
  • Skills
    • Serving clients with varying language, physical, and cognitive abilities
  • Teamwork
training outcomes
Training Outcomes
  • Knowledge
  • Skills
  • Teamwork
training resources
Training Resources

Trainer guide

Training materials

Evaluation tools


Who are we?Dispensing Site PlanningPictogram DevelopmentPOD TrainingsPersonal PreparednessFuture Products


Who are we?Dispensing Site PlanningPictogram Development Trainings for Dispensing SitesPersonal PreparednessFuture Products

cambridge apc tools in development
MAVEN Exercise

Evaluation Training

Epidemiology Just in Time Training

Health Data Reports Tool

Alternate Care Site Signs

Decontamination Unit Signs

Product Recall tool

Cambridge APC Tools in development
communicating recalls differently

Communicating Recalls Differently

Cambridge Advanced Practice Center for Public Health Preparedness

it started with toothpaste
It started with toothpaste..
  • Recall of toothpaste product
  • Cambridge Public Health mobilizes inspectors
  • Toothpaste sold in non-English speaking markets
  • Toothpaste being purchased and sent home to Haiti and Latin America

Cambridge Public Health first issued a press release


119 Windsor St.  Ground Level  Cambridge, MA 02139617.665.3800  Fax 617.665.3888

  • 119 Windsor St.  Ground Level  Cambridge, MA 02139 617.665.3800  Fax 617.665.3888
  • For Immediate Release Contact: Susan Feinberg, MPH
  • June 20, 2007 Communications Specialist
  • Cambridge Public Health Dept. 617-665-3833
  • FDA Issues Toothpaste Warning
  • The U.S. Food & Drug Administration has issued two warnings this month about certain toothpastes manufactured in China and South Africa that may contain a toxic chemical called diethylene glycol (DEG).
  • In the U.S., these products are typically being sold at "dollar-type" discount stores, convenience stores, and small food markets.
  • Suspect tubes of toothpaste have reportedly been found in Somerville and Sturbridge, as well as in New York, New Jersey, Pennsylvania, Maryland, and Florida.
  • As of June 8, there were no U.S. reports of poisonings from toothpaste containing DEG. The chemical, which is commonly found in antifreeze, is sometimes used illegally as an inexpensive sweetener and thickening agent.
  • Cambridge residents should throw away or return to the store for refund:
  • 1) Any toothpaste labeled as "Made in China."
  • 2) Any fake “Colgate” toothpaste, which is:
  • Labeled as "Manufactured in South Africa"
  • A 5-oz. or 100 ml tube
  • Contains misspelled words on the label, including "South African Dental Assoxiation," "SOUTH AFRLCA,” and "isclinically"

Translation challenges arose

Someone asked about pictograms

Cambridge tried something different…

current state
Current state
  • Food recalls impact all communities
  • Current communication of recall information is targeted to media outlets
  • Translation and communication are resource intensive
  • Local health departments are challenged to provide timely information to constituents in accessible formats
other countries requirements
Other Countries Requirements
  • Vendor must advertise recall in newspaper
  • Format and size are by regulation
  • This border is a universal recall symbol in Australia
cambridge apc proposal
Cambridge APC Proposal
  • A readily usable tool to create simple & effective communication material for recalls
cambridge apc proposal how
Cambridge APC Proposal - How
  • Build upon successful use of pictograms for Dispensing Sites
  • Develop pictograms for food recalls
  • Develop food recall flyer template
  • Include instructions on pulling information from FDA press releases
  • Include pictogram images for use in template
cambridge apc proposal64
Cambridge APC Proposal

What would this look like?


Contact Information

Kerry Dunnell