National Institute of Allergy and Infectious Diseases (NIAID) Inquiry Response Support

SCG supports the NIAID Information and Referral Center (IRC), which responds to a myriad of telephone, e-mail, and other inquiries on topics related to allergies and infectious diseases. To guide IRC staff, SCG created the NIAID Customer Relationship Management (CRM) User’s Guide and training modules. The Guide provides important information on using the NIAID CRM database, which stores data on all inquiries received and responses sent by the NIAID IRC. The Guide and training modules describe how to navigate within the CRM and perform tasks such as creating database records, and viewing approved responses and response history. IRC staff manage and generate CRM reports, including statistics on surges in inquiries, such as the unprecedented number of COVID-19 inquiries, as well statistics on inquiry responses related to Ebola and Zika viruses and other topics.