1. Results from the 2009 NAQC Annual Survey of Quitlines Prepared by: ERDU, Mignonne Guy, Jessie Saul, and the NAQC Annual Survey Workgroup June 30, 2010

2. Background of Annual Survey Conducted Annually 2004-2006, 2008, 2009 Research Partners: –2008 and 2009 Evaluation, Research and Development Unit, University of Arizona –2006 Center for Tobacco Research and Intervention, University of Wisconsin –2005 University of California, San Diego –2004 Tobacco Technical Assistance Consortium Informs research and practice Is an iterative process

3. 2009 Annual Survey Methods 2009 Survey completed in Two Waves Wave 1 email-based with telephone follow-up: –Questions: 1) Quitline budgets, changes over time, impacts, 2) Funding sources, 3) Promotion and utilization of services, and 4) Surges in call volume and impacts Wave 2 web-based with telephone follow-up: –Questions: 1) General Information, hours, services offered, 2) Materials used, 3) Counselling services and protocols, 4) Utilization, and 5) Evaluation 63 quitline funders and their service providers were asked to respond: 53 US and Territories quitlines (100% Wave 1, 98% Wave 2) 10 Canadian quitlines (100% Wave 1 and 2)

4. BUDGET

5. US Quitline Budgets FY09 (N=53) Budget CategoryNMissing Median (Min – Max) Sum Total503 $1,681,961 ($77,218 – 17,869,238) $122,887,769 Services512 $787,978 ($52,218 – 4,596,928) $55,847,009 Medications3914 $225,000 ($0 – 5,862,815) $19,917,311 Evaluation3716 $75,000 ($0 – 451,432) $3,310,924 Media/promotions458 $404,915 ($0 – 9,000,000) $39,433,161 Outreach3419 $49,592 ($0 – 1,816,750) $8,017,232 Other2132 $0 ($0 – 380,000) $1,470,311 Tobacco control458 $9,500,000 ($206,570 – 84,363,000) $604,472,737

6. Canadian Quitline Budgets FY09 (N=10) Budget CategoryNMissingMedianSum Total100$218,200$6,869,910 Services100$160,990$3,488,181 Medications19$0$12,000 Evaluation64$3,000$391,000 Media/promotions82$55,750$1,195,603 Outreach82$84,624$4,087,156 Other55$40,000$708,000 Tobacco control55$2,400,000$93,510,000

7. US Quitline Budgets FY10 (N=53) Budget CategoryNMissing Median (Min – Max) Sum Total503 $1,336,680 ($45,000 – 20,547,542) $114,330,597 Services503 $729,690 ($40,000 – 4,685,335) $52,637,682 Medications4211 $300,000 ($0 – 4,500,000) $22,468,547 Evaluation3617 $52,682 ($0 – 451,433) $3,236,845 Media/promotion467 $264,500 ($0 – 4,818,000) $25,933,125 Outreach3122 $34,750 ($0 – 720,000) $3,916,105 Other2231 $0 ($0 – 463,039) $1,016,601 Tobacco control449 $7,283,505 ($206,570 – 68,002,700) $503,835,153

8. Canadian Quitline Budgets FY10 (N=10) Budget CategoryNMissingMedianSum Total100$202,000$7,531,403 Services100$161,550$3,627,774 Medications37$0 Evaluation55$3,000$368,000 Media/ promotions 91$60,000$1,650,511 Outreach82$92,532$4,315,718 Other55$15,000$569,400 Tobacco control55$2,400,000$73,899,000

9. Impact of change in budget from FY09 to FY10 US (N=52)Canada (N=10) No Impact42%50% Eligibility criteria for counseling will change6%0% Number of counseling sessions will change4%0% Counseling protocol will change6%20% Amount or type of NRT provided per caller will change27%0% Eligibility criteria for NRT will change15%0% Promotional budget will change42%40% Types of promotion will change29%20% Targets for promotion will change17%10% Other21%10%

10. For the first time, the median and total US quitline budgets decreased in FY10

11. Median quitline budgets in Canada have stayed relatively constant from FY05 – FY10

12. Median budget for services and medications US, 2005-2010

13. Median budget for services Canada, 2005-2010

14. Funding Sources in FY09 US (N=52)Canada (N=10) Public sector/government Local government funds 0%10% State/provincial general funds 23%90% State/provincial dedicated tobacco tax funds 19%0% State Medicaid program 6%0% MSA funds 50%0% Tobacco settlement funds (not MSA) 6%0% Federal CDC 90%0% Health Canada 0%60% Other 0% Private sector/non-government Third part reimbursement through healthcare institution 0% Third part reimbursement through insurance company 6%0% Charitable foundation 2%20% For-profit company 0%10% Non-governmental organization 2%30% Employer organization 0% Other 8%0%

15. Funding Sources in FY10 US (N=52)Canada (N=10) Public sector/government Local government funds 0%10% State/provincial general funds 29%80% State/provincial dedicated tobacco tax funds 15%0% State Medicaid program 4%0% MSA funds 48%0% Tobacco settlement funds (not MSA) 6%0% Federal CDC 81%0% Health Canada 0%60% Other 0% Private sector/non-government Third part reimbursement through healthcare institution 0% Third part reimbursement through insurance company 8%0% Charitable foundation 4%20% For-profit company 0%10% Non-governmental organization 2%30% Employer organization 0% Other 8%0%

16. The majority of US quitlines report receiving funds from CDC or MSA funds

17. For US quitlines, the highest proportion of funds come from MSA, general funds, and dedicated tobacco tax funds

18. The majority of Canadian quitlines report receiving funds from provincial general funds or Health Canada

19. For Canadian quitlines, the highest proportion of funds come from Health Canada and provincial general funds

20. Funds by Different Sources FY09 – US (N=53) NMissingMinMaxMedianSum Local government funds 2510000 State/provincial general funds 1241010.637.7 State/provincial dedicated tobacco tax funds 94400.970.714.89 State Medicaid program 54800.110.010.19 MSA funds 2528010.8519.56 Tobacco settlement funds (not MSA) 449010.251.5 Federal – CDC 4580.0110.1512.13 Private sector/non- government 74600.830.031.31 Other 44900.60.040.69

21. Funds by Different Sources FY09 – Canada (N=10) NMissingMinMaxMedianSum Local government funds 3700.430 State/provincial general funds 910.110.425.04 State/provincial dedicated tobacco tax funds 010-- State Medicaid program 010-- MSA funds 010-- Tobacco settlement funds (not MSA) 010-- Federal – Health Canada 640.550.850.754.22 Private sector/non- government 460.020.10.040.2 Other 190.09

22. Funds by Different Sources FY10 – US (N=53) NMissingMinMaxMedianSum Local government funds 2510000 State/provincial general funds 1538010.639 State/provincial dedicated tobacco tax funds 104300.990.735.81 State Medicaid program 44900.130.060.24 MSA funds 2429010.9119.18 Tobacco settlement funds (not MSA) 548010.52.1 Federal – CDC 3914010.19.54 Private sector/non- government 74600.760.021.36 Other 44900.70.020.74 Quitlines were asked to report the proportion of total funds provided by different funding sources

23. Funds by Different Sources FY10 – Canada (N=10) NMissingMinMaxMedianSum Local government funds 2800.430.220.43 State/provincial general funds 820.110.584.57 State/provincial dedicated tobacco tax funds 010 -- State Medicaid program 010 -- MSA funds 010 -- Tobacco settlement funds (not MSA) 010 -- Federal – Health Canada 640.5710.764.67 Private sector/non- government 460.020.110.050.23 Other 010 -- Quitlines were asked to report the proportion of total funds provided by different funding sources

24. DESCRIPTION OF SERVICES

25. General Service Description FY09 All quitlines responding reported having counseling services available at least five days per week for a minimum of eight hours per day 49 or 94% of US and 9 or 90% of Canadian quit lines also offered counseling service on at least one day of the weekend 13 quitlines (11 or 21% of US and 2 or 20% of Canadian) reported having live pick-up of incoming calls (may or may not have counseling services available) 24 hours a day, 7 days a week 77% of US (n=41) and 80% of Canadian (n=8) quitlines reported closing on holidays

26. All US and Canadian quitlines provide multiple proactive counseling sessions FY09 Phone counseling services US N = 53 CAN N = 10 % (n) % (n) Minimal/brief intervention—client-initiated —1-10 minutes 57% (30) 100% (10) Single session counseling more than 10 minutes—client-initiated 72% (38) 100% (10) Multiple sessions—client-initiated (i.e., reactive, client calls in for each follow up) 45% (24) 100% (10) Multiple sessions—counselor-initiated (i.e., proactive, cessation specialist / counselor / coach calls client for follow up) 100% (53) 100% (10)

27. More Canadian than US quitlines provide interactive web-based programs to help tobacco users quit FY09 Internet-based services US N = 53 CAN N = 10 % (n) % (n) Information about the quitline 72% (38) 80% (8) Information about tobacco cessation 74% (39) 80% (8) Self-directed web-based intervention to help tobacco users quit 42% (22) 70% (7) Automated email messages 30% (16) 50% (5) Chat rooms 28% (15) 70% (7) Interactive counseling and/or email messaging to cessation specialist/counselor/ coach to help tobacco users quit 28% (15) 40% (4)

28. Nearly all US and Canadian quitlines refer to other services, have fax referral programs, and mail information to tobacco users FY09 Other services US (n = 53) CAN (n = 10) % (n) % (n) Voice mail with call backs or mailed information or self-help resources 59% (31) 70% (7) Recorded messages for help with quitting (e.g., phone tree) 59% (31) 20% (2) Referral to other services 94% (50) 90% (9) Fax referral for healthcare providers and other referral sources 94% (50) 100% (10) Mailed information or self help resources (provided through the quitline) 83% (44) 90% (9) Text messaging to cell phones (integrated with telephone counseling) 2% (1) 10% (1) IVR (Interactive Voice Response) (integrated with telephone counseling) 2% (1) 20% (2) Other 15% (8) 0% (0)

29. Quitline Services Provided in FY10

30. FY09 Web Based Cessation Services in Your State Not Offered by the Quitline US (N=53) 10 5 3 2 2 2 2 5

31. FY09 Other Cessation Services in Your State Not Offered by the Quitline – US (N=53) 13 2 3156 2 6 4 3 3

32. FY09 Web Based Provincial Cessation Services Not Offered by the Quitline Canada (N=10) 4 1 44 3 111 4444 4

33. FY09 Other Provincial Cessation Services Not Offered by the Quitline – Canada (N=10) 2 22 3 1 1 2 2 4 4 11

34. Language of Counseling Service FY09 52 10 51 1 8 2 111 1

35. Hours Per Week of Counseling Service Availability by Language FY09 NMissingMin hrs/wk Max hrs/wk Median hrs/wk US (N=53) English391440240126 Spanish391440133112 Cantonese15274 Mandarin25174133104 Korean15274 Vietnamese15274 Canada (N=10) English557278 French557278

36. US Primary Service Providers FY09 12 6 33 17 The figure below shows the organizations (n=17) that were the primary service provider of counseling services for US quitlines

37. Canadian Service Providers FY09 The majority of Canadian quitlines (60%) had counseling services provided by the Canadian Cancer Society, Ontario Division 6 1111 1111

38. Language of Cessation Materials FY09 52 1 11 1 1 51 1 1 9 10

39. Specialized Materials for Special Populations FY09 51 US quitlines (96%) and 6 Canadian quitlines (60%) send specialized materials to special populations. These include: 6 2 3 2 1 2 1 33 1 1 2 51 49 41 40 20 25 11 10 66 1 5 1

40. Promotions/Outreach for Priority/Specialized Populations FY10 34 31 276

41. Specialized Materials for Racial/Ethnic Populations FY09 76% of US and 10% of Canadian quitlines offers specialized materials to callers of racial/ethnic populations. These include: 12 14 37 1 111

42. Specialized Counseling Protocols FY09 94% of US and 90% of Canadian quitlines use specialized counseling protocols for special populations. These include: 9 1 2 1 2 11 2 50 2 46 16 14 12 11 24 18 16 34

43. Eligibility Criteria for Counseling FY09 94% of US and 80% of Canadian quitlines have eligibility criteria for callers to receive counseling. These include: 55 3 2111 46 31 27 8

44. Eligibility Criteria for Counseling FY10 98% of US and 100% of Canadian quitlines have ‘resident of state or province’ as an eligibility criterion for callers to receive counseling. Other criteria include: 14 13 11 99 7 6 51 34 20 8 10 1

45. Eligibility Criteria for Different Levels of Service FY09 20 US quitlines (38%) and 7 Canadian quitlines (70%) have different eligibility criteria for different levels of service Open-ended responses described eligibility criteria for differing level of service including: Increased sessions depending on readiness to quit (n=12, US and n=6, Canada) Increased sessions for pregnant women (n=7, US) Increased sessions for youth (n=4, US) Increased sessions for uninsured or Medicaid/Medicare/VA/IHS insured (n=8, US) Employee or dependent of the public service (n=1, Canada)

46. MEDICATIONS

47. Provision of Quitting Medication FY09 PatchGumLozengeZybanChantixNasal Spray InhalerANY Meds US (N=53) Provide free medication 76%60%42%4%2% 4%70% Provided discounted meds 8% 4%6%4% 8% Provided voucher to redeem meds 9%8% 6%8%6% 9% Canada (N=10) Provide free medication ------- Provided discounted meds ------- Provided voucher to redeem meds -------

48. Provision of Information about Quitting Medication FY09 PatchGumLozengeZybanChantixNasal SprayInhaler US (N=53) Provided info about using meds 96%94%91%87%83%49% Referred to organization that provides meds 45%42%38%32%36%17% Provided info about accessing meds 36%34%28%30%38%23%21% Canada (N=10) Provided info about using meds 100% 20%100% Referred to organization that provides meds 20% 10%20%10%20% Provided info about accessing meds 50% 10%20%10%-20%

49. Free Medication Provision – US Quitlines – FY09 Free Meds Type # Providing Type of Free Meds N (Providing weeks data) Median # of Weeks Provided Minimum # of Weeks Maximum # of Weeks Patch40394210 Gum3231428 Lozenge22 6212 Zyban2210812 Inhaler22528 Chantix1112 Nasal Spray 11888

50. Eligibility Criteria for Free Medications FY09, US (N=53) 3 39 38 30 28 14 10 9 777 33

51. Provision of Quitting Medication FY10 PatchGumLozengeZybanChantixNasal Spray InhalerANY Meds US (N=52) Provide free medication 79%60%42%6%4%2% -- Provided discounted meds 4% 2%4%2% -- Referred to organization that provide free/discounted products 21%--17%--15%--6%-- Provided voucher to redeem meds 4%2% 4%6%2% -- Provided info to use medication 75%--67%--60%--52%-- Provided info about accessing free/reduced-cost meds 29%--23%--23%--15%--

52. Provision of Quitting Medication FY10 PatchGumLozengeZybanChantixNasal Spray InhalerANY Meds Canada (N=10) Provide free medication -- Provided discounted meds -- Referred to organization that provide free/discounted products 20%--10%--10%--10%-- Provided voucher to redeem meds 100%--100%--90%--90%-- Provided info to use medication -- Provided info about accessing free/reduced-cost meds 50%--20%--30%--20%--

53. Free NRT Eligibility Criteria US (N=52), FY10 Of the 52 US quitlines providing some form of free meds, the eligibility criteria included: 7 38 33

54. Reduced-Cost NRT Eligibility Criteria US (N=6), FY10 Of the 6 US quitlines providing some form of reduced-cost NRT, the eligibility criteria included:

55. PROMOTION AND OUTREACH

56. Promotions and Referral Networks to Increase Reach to Tobacco Users FY09

57. Types of Media/Promotions and Outreach Activities FY09&10, US Quitlines FY09 (N=52)FY10 (N=52) Paid Media/Promotions TV73%58% Radio62%65% Newspaper ads40%35% Billboards35%25% Online advertising40%52% Earned media73% Outreach Information display at health fairs, meetings, workshops, conferences88%85% Building healthcare referral networks79%88% Building other referral networks75%77% Other25%31%

58. Types of Media/Promotions and Outreach Activities FY09&10, Canadian quitlines FY09 (N=10)FY10 (N=10) Paid Media/Promotions TV70%80% Radio60%50% Newspaper ads70%60% Billboards10% Online advertising70%80% Earned media90%100% Outreach Information display at health fairs, meetings, workshops, conferences100%90% Building healthcare referral networks100% Building other referral networks80%100% Other30%60%

59. UTILIZATION

60. Number of referrals received by the quitline in FY09 Other includes web referrals, “click to call”, online ads Total CallsNMissingMinMaxMedianSum% of total US (N=53) Fax referrals 50308630492.56918565% Other referrals 4310089661533677735% Total 51289099868105922100% Canada (N=10) Fax referrals 100112580304640181% Other referrals 550914205139919% Total 1001129603047900100%

61. Utilization – Calls FY09 Total Calls NMissingMinMaxMedianSum% of total US (N=53) Answered live 43102981583931043383524580% Went to voicemail 36171156839288.5849788% Hung up or abandoned 3815097021240789278% Total 476309222334115431038174100% Canada (N=10) Answered live 100225887411542882596% Went to voicemail 370212372491% Hung up or abandoned 9134684910433% Total 1002289342123730140100%

62. Number of unique tobacco users FY09 NMissingMinMaxMedianSum US (N=53) 39141009349125936343996 Canada (N=10) 100128829450618844

63. U.S. Quitlines Utilization – Received Service FY09 Tobacco Users Who Received Service NMissingMedian (Min,Max)Sum US (N=53) Self-help Materials 449142.5 (0,12087)50602 Any amount of counseling 33204804 (65,26992)226654 Medication received 41121766 (0,9378)109055 Total served with evidence-based services (counseling or meds) 4674768 (81,159635)485225

64. Canadian Quitlines Utilization – Received Service FY09 Tobacco Users Who Received Service NMissingMedian (Min,Max) Sum Canada (N=10) Self-help Materials 28186 (71,301)372 Any amount of counseling 371445 (1347,1612)4404 Medication received 3700 Total served with evidence-based services (counseling or meds) 371445 (1347,1612)4404

65. US Promotional Reach FY 2005-2009

66. Canada Promotional Reach FY 2005-2009

67. Where are we now? FY09 ReachPromotional reach (# of tobacco users completing an intake) Median (N) Treatment reach (# receiving evidence based services) Median (N) U.S.1.2% (49)0.7% (46) Canada0.3% (9)0.3% (3)

68. Promotional reach 2005-2009 CanadaNMinMaxMeanMedian 200530.45%1.97%1.16%1.06% 200680.1%2.7%0.75%0.49% 200890.28%0.94%0.52%0.54% 200990.14%1.37%0.38%0.27% USNMinMaxMeanMedian 2005400.01%4.28%0.99%0.50% 2006450.01%5.8%1.10%0.68% 2008460.13%5.92%1.66%0.89% 2009490.16%9.84%1.89%1.18%

69. Treatment Reach FY09 CanadaNMinMaxMeanMedian 200930.24%1.90%0.80%0.27% USNMinMaxMeanMedian 2009460.05%7.25%1.57%0.68%

70. Promotional Reach and spending benchmarking – US FY09

71. Treatment reach and spending benchmarking – US FY09

72. Promotional Reach and spending benchmarking – Canada FY09

73. US Quitlines Promotional Reach and Spending per Smoker FY09 CDC recommendation: 8% reach, $10.53 per smoker

74. US Quitlines Treatment Reach and Spending Per Smoker FY09 CDC recommendation: 6% reach, $10.53 per smoker

75. Canada Quitlines Promotional Reach and Spending Per Smoker FY09 CDC recommendation: 8% reach, $10.53 per smoker

76. Demand Greater Than Capacity for Service Delivery FY09 18 1

77. #78 Surge in Call Volume in FY09 30 14 10 5

78. Impact of Surge in Call Volume FY09 US (N=36)Canada (N=2) No Impact31%100% Eligibility criteria for counseling changed8%-- Number of counseling sessions changed8%-- Counseling protocol changed25%-- Amount or type of NRT provided per caller changed17%-- Eligibility criteria for NRT changed3%-- Promotional budget changed6%-- Types of promotion changed17%-- Targets for promotion changed6%-- Other31%--

79. Utilization FY09 – Callers by Type of Tobacco Use QuitlineNumber of Callers NMissingMinMaxMeanMedian US (N=53) Cigarette 494178151670114145324 Cigar 39140132220380 Pipe 381502012811 Smokeless 49431571229130 Other 29240141269 Canada (N=10) Cigarette 91952706861330 Cigar 462502117 Pipe 460632 Smokeless 4621053

80. The majority of quitline callers are cigarette users FY09 US (median)Canada (median)

81. Utilization FY09 – Amount of Tobacco Used Cigarettes per Day QuitlineCaller Cigarettes per Day NMissingMinMaxMeanMedian US* (N=53) Mean4310152320 Minimum411202120 Maximum40132030098100 Canada** (N=10) Mean4617191817 Minimum461111 Maximum46801008580 * For the US, the number of smokers on which the mean, minimum and maximum were based ranged from a low of 20 to a high of 140,140. **For Canada, the number of smokers on which the mean, minimum and maximum were based ranged from a low of 596 to a high of 2,561.

82. Utilization FY09 – Amount of Tobacco Used Cigars per week QuitlineCaller Cigars per Week NMissingMinMaxMeanMedian US* (N=53) Mean242902111 Minimum24290311 Maximum242902805441 Canada** (N=10) Mean3721054425 Minimum37070255 Maximum37421407645 * For the US, the number of cigar smokers on which the mean, minimum and maximum were based ranged from a low of 0 to a high of 997. **For Canada, the number of cigar smokers on which the mean, minimum and maximum were based ranged from a low of 2 to a high of 26.

83. Utilization FY09 – Amount of Tobacco Used Pipes per Week QuitlineCaller Pipes per Week NMissingMinMaxMeanMedian US* (N=53) Mean233002310 Minimum23300211 Maximum23300844150 Canada** (N=10) Mean370100 Minimum370100 Maximum370100 * For the US, the number of pipe smokers on which the mean, minimum and maximum were based ranged from a low of 0 to a high of 140. **For Canada, the number of pipe smokers on which the mean, minimum and maximum were based ranged from a low of 0 to a high of 3.

84. Utilization FY09 – Amount of Tobacco Used Tins per Week (Smokeless) QuitlineCaller Tins per Week NMissingMinMaxMeanMedian US* (N=53) Mean24290621 Minimum23300111 Maximum213207383 Canada** (N=10) Mean37035133 Minimum370100 Maximum37070255 * For the US, the number of smokeless users on which the mean, minimum and maximum were based ranged from a low of 0 to a high of 1535. **For Canada, the number of smokeless users on which the mean, minimum and maximum were based ranged from a low of 2 to a high of 10.

85. Utilization FY09 – Cigarette Users Only Frequency of Smoking QuitlineNumber of Callers NMissingMinMaxMeanMedian US (N=53) Everyday/daily39141696954786944502 Someday/Occasional39143729185111 Not at all381501741263138 Of not at all, # quit <30 days252801421250166 Canada (N=10) Everyday/daily91952680760330 Someday/Occasional37203326 Not at all8227122926391 Of not at all, # quit <30 days28124232178

86. The majority of quitline callers are everyday/daily smokers FY09 US (median)Canada (median)

87. Utilization FY09 – Time to First Cigarette QuitlineNumber of Callers NMissingMinMaxMeanMedian US (N=53) Within 5 minutes3023946306960772456 6-30 minutes3023435296840781480 31-60 minutes302312161601275495 >60 minutes30231686971008430 Canada (N=10) Within 5 minutes462581039594540 6-30 minutes46183744418372 31-60 minutes4678268159144 >60 minutes4677297174161

88. Utilization FY09– Gender QuitlineNumber of Callers NMissingMinMaxMeanMedian US (N=53) Male 521856757148142289 Female 5211027499264823135 Canada (N=10) Male 91491958481212 Female 911062868731303

89. Most quitline callers are female FY09 US (median)Canada (median)

90. Utilization FY09 – Age QuitlineCallers NMissingMinMaxMeanMedian US* (N=53) Mean4112335542 Minimum4211101814 Maximum4211651048786 Canada** (N=10) Mean4645494746 Minimum46121514 Maximum46839086 * For the US, the number of callers on which the mean, minimum and maximum age were based ranged from a low of 178 to a high of 142,541. **For Canada, the number of callers on which the mean, minimum and maximum age were based ranged from a low of 622 to a high of 3,714.

91. Utilization FY09 – Level of Education US QuitlineNumber of Callers NMissingMinMaxMeanMedian US (N=53) < grade 949422471369199 Grade 9-11, no degree4941140271526809 GED/HS degree512855114540591787 Some college or university 512264402131921324 College or university degree 51219291541686613

92. Utilization FY09 – Level of Education US

93. Utilization FY09 – Level of Education Canada QuitlineNumber of Callers NMissingMinMaxMeanMedian Canada (N=10) < HS37264704471445 HS diploma373471091647504 Technical or trade school (including some college) 3757198121109 College or university degree (includes technical or trade school certificate) 372961217742714

94. Utilization FY09– Ethnicity and Race US QuitlineNumber of Callers NMissingMinMaxMeanMedian US (N=53) Hispanic or Latino512712783802207 White521810935880933721 Black or African American 5211151171191460 Asian5121298813822 Native Hawaiian or Pacific Islander 4940806369 American Indian or Alaskan Native 5120341026595 Other51249933521176

95. Utilization FY09– Ethnicity and Race US

96. Utilization FY09 – Race Canada QuitlineNumber of Callers NMissingMinMaxMeanMedian Canada (N=10) Canadian (English or French Canadian) 3719714289511227 Aboriginal (Native Indian, Métis, Inuit) 3735243126100 British (English, Irish, Scottish, Welsh) 3773855571785 European377277431291 Asian3731114624 Other3714795676

97. Utilization FY09 – Sexual Orientation QuitlineNumber of Callers NMissingMinMaxMeanMedian US (N=53) Straight19345003490374854862 Gay or lesbian 1934151036194137 Bisexual 19341358313473 Transgender 84501655 Other 15382992413

98. Utilization FY09–Registrants for Web-based Services NMissingMinMaxMeanMedian US (N=53) Registrants for web-based cessation services integrated with the quitline 23300137912480935 Registrants for web-based cessation services NOT integrated with the quitline 183501381013250 Canada (N=10) Registrants for web-based cessation services integrated with the quitline 1931 Registrants for web-based cessation services NOT integrated with the quitline 7311456781601227

99. Insurance Status of Callers FY09 QuitlineNumber of Callers Insurance TypeNMissingMinMaxMeanMedian US (N=53) None 44934214736891875 Gov’t Provided (Medicare, Medicaid, etc.) 458 3097130931358 Private 4310656463641451319 49 US quitlines (93%) reported that they collect information on the insurance status of callers who receive services. The types of insurance quitlines collect information about include:

100. Insurance Status of Callers FY09

101. EVALUATION

102. Evaluation FY09 50 US quitlines (94%) and 4 Canadian quitlines (40%) conduct follow-up evaluations Most quitlines have follow-up evaluation conducted by: staff other than quitline staff (e.g., internal evaluation unit) (US n=24; Canada n=1), an outside evaluation firm (US n=18; Canada n=2) Next most commonly cited was evaluation conducted by: quitline staff (US n=13; Canada n=1) the funding agency (US n=4) an other source (US n=2)

103. Evaluation FY09 The types of evaluation data collected by those quitlines that conduct follow-up evaluations include: Customer satisfaction: US (94%, 50), Canada (40%, 4) Quitting outcome: US (94%, 50), Canada (30%, 3) Staff performance: US (70%, 37), Canada (10%, 1)

104. Evaluation – Sampling Strategy FY09 The sampling strategy used by Quitlines for follow-up evaluations include; Random sampling: US (53%, 28), Canada (10%, 1) Census Sampling (all callers): US (45%, 24), Canada (10%, 1) Continuous sampling (year-round): US (26%, 14), Canada (10%, 1) Cohort sampling (time-limited): US (8%, 4), Canada (10%, 1) Periodic sampling (within one year or across multiple years): US (6%, 3), Canada (10%, 1)

105. Evaluation – Sampling Time Points FY09 N% US (N=53) 3 months after registration/first contact1528 4 months after registration/first contact1121 6 months after registration/first contact1223 7 months after registration/first contact3462 12 months after registration/first contact1325 13 months after registration/first contact1325 Other24 Canada (N=10) 7 months after registration/first contact110 Other220

106. Evaluation – Sampling Criteria FY09 US (N=53) Canada (N=10) Sample all those who… N%N% Call (regardless of reason)611-- Are current tobacco users at first call2955220 Are former tobacco users at first call1936110 Are 18 years and older2445110 Register for counseling2038-- Receive counseling (begin first call)1630110 Receive medications713-- Consent to follow-up3159220 Set a quit date36110 Complete all counseling session36--

107. For more information on the survey or on NAQC’s data request and review process, please contact; Jessie Saul, Ph.D. Director of Research North American Quitline Consortium 3030 N. Central Ave, Ste 602 Phoenix, AZ 85012 Ph: 602.279-2719 Email: jsaul@naquitline.orgjsaul@naquitline.org