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Mary Kate Salley
Session 11: Operational Challenges and Solutions
October 12, 2011
Today’s Agenda:
Incorporating Quitline into Tobacco Control
Working with Your funder
Promotion
Lessons Learned
2
The Face of Tobacco Policy & Control
• Helps normalize quitting• Offers support following smoke free ordinances or
tobacco tax increase• Extension of the health care delivery team• Quitlines serve as a measurement of community efforts
and promotions• Tangible results around quit attempts, quits and
satisfaction
A smoke free policy or tobacco tax can result in a 30% or greater increase in call volume.
Quitline Volumes Due to Tax Increase
Tobacco Tax and Quitlines
Funding Sources
• The government (country, region, city)• Tobacco tax• Employers• Public/Private Partnerships• Health system
• Make it a standard of care
Working with the Funder/Client
• Two important clients• Tobacco users and the funders
• Goals• Budget• Benefit Design• Linking with policy & prevention• Measuring results• Monitoring deliverables• Data driven recommendations• Transparency
Measuring Results:
8
62% of people who join the program have been using tobacco for more than 20 years and 77% use tobacco within the first 30 minutes after they wake up.
Demographics
Participation
Outcomes
Service Quality
Recruitment & Promotions
9
Free promotions can be cost-effective in getting the word out about the quitline and can be more sustainable than mass media.
Testimonials
"The work you’re doing is tremendous. Inever thought I would be able to quit forgood. The patches were a great help combined with the coaches. I had the help, then it was up to me and it is possible to be smoke-free. I changed routines and I am more aware. My family is happy and I have even received calls from relatives in Cuba congratulating me. If people like you care for my well being, how could I not do my part? I am a non-smoker now. Thank you!"
This participant’s quit date was on March 5, 2011
Special recognition to the Quit Coaches and Registration Intake Specialist who helped this participant quit.Gretchen Harnandez-Berke, Jon Moma
Testimonials
“The quit coaches were great andso helpful for me. I love the webcoach program and the daily emails.They are so encouraging. Ihave met so many great peopleonline and now am trying to helpothers quit like I have".
Special recognition to the Quit Coaches and Registration Intake Specialist who helped this participant quit.Matthew Lee, Anne Herman, Lou Barrett, Stephanie Morris
Operational Metrics and Dashboard
Operational Metrics and Dashboard
1-Call Enrollments (Proxy/Provider)
Total Multi-call Enrollments
Cumulative Participants Helped
Enrollment ActivityNew Enrollments (Lives Added)
Total 1-Call Enrollments
1-Call Enrollments (Tobacco User)
Operational Metrics and Dashboard
Active Calls (0 - 4 Days)
Overdue Calls (5 or More Days)
Inventory / Calls Due in 7 days
Closed With Attempt
Ending Balance
Intervention %
Calls Added/Registrations
Total Calls Completed
Lives Helped Today
Counseling Call InventoryBeginning Balance
Inventory Adjustments
Calls Added
Operational Metrics and Dashboard
Registration Answered 30 Secs %
Quit Coach Answered 60 Secs %
Intervention Calls/Hours (Work)
# Minutes (Work)/Call
Quit Coach Talk + ACW + Avail %
ProductivityParticipants Attempted (Outbound)
SD Minutes
SD FTE (Daily Avg)
Lessons Learned
• You can’t manage what you don’t measure• Project, Promote, Partner, Perform• Monitor service deliverables; continually improve and
innovate• Provide the participant with stellar service
• Funders are both partners and your greatest ally
• Share your mistakes as well as successes• Advocate for your quitline around funding• Use testimonials• Don’t disincentivize potential funders—benefit design
Panelist Questions• What has been the biggest operational
challenge that your quitline has faced; and what strategies have you used to overcome this challenge?
• What do you measure and how?• Do you have one or multiple funding sources?• How will you create demand?• How will you react if demand is too great?• Do you have a sustainability plan?
