Gaining Quit Line Efficiencies 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

Contact Information Free & Clear, Inc Seattle WA Phone: