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Gaining Quit Line Gaining Quit Line EfficienciesEfficiencies
Presented by
Mary Kate Salley
May 3, 2005
NAQC Annual Meeting
What Impacts Efficiencies
• Type of services (reactive, proactive, blended)• Intensity, timing, duration• Hours of operation• Counselor training and characteristics• Counseling protocols• Quitline infrastructure (call management systems, database
support, protocols and procedures)• Quitline quality assurance plans (performance standards,
monitoring, counselor supervision)• Quitline operational management • Monitoring of Key Indicators• Impact of data collection and research
Efficiencies…Processes
• Processes– Eligibility for services– Consistency of data collected (Minimum data set!)– Kits and NRT automated as much as possible– Fax referrals– Consistent hours– Provide scripting and support (research projects)– Scheduling of staff – Monitoring and feedback
Efficiencies--Technology
• Technology– ACD with call management system (CMS)– Database– Scheduling software– Monitoring equipment– Integration between calls and web
Efficiencies--People
• People– Training– Clearly outline expectations and provide aggregate and
individual feedback—it’s about helping more participants quit– Monitoring, coaching and feedback
KEY INDICATORS
“What Gets Measured Gets Managed”Program Participation
– Who’s using the Quit Line?
– Reach
– Services provided
• Quit Line Performance
– Call metrics
• Participant satisfaction
– Registration, counseling, materials
• Changes in tobacco use behaviors
– Quit attempts
– Longest time quit
– Last tobacco use and reduction in tobacco
– Strategies, services, and programs used when quitting
Synergy Between Quality & Efficiency
