Outcomes Report (2014-15)

OCS Annual Outcomes Report 2014-2015

Call-answer rates unavailable due to software failure.


Output Indicator


Annual Results

Contracted Service Hours*



Unanticipated Non Coverage Hours Percentage of Contracted Service Hours





Delivered Service Hours**

17520 15768

21,756.6 20,184.8

• •

Volunteer Service Hours


1571.8 37,023

Staff Service Hours

Calls Received***


The desired outcome of a crisis line call is an increase in the caller’s ability to cope. In 74.30% of calls requiring a rating either the caller implied such an increase or the call-taker was able to infer an increase through direct observation. The target is a combined total of 75% for caller implied and/or volunteer inferred and therefore, this year’s result was just below the target. Quality Improvements in Fraser Health Crisis Line this Year • Instituted a call monitoring activity during team meetings in order to ensure staff consistency in assessing volunteer call-takers. • Created a supply inventory to enhance efficiency in stocking the phone room. • Implemented use of online surveys with the goal of increasing Volunteer Exit Survey return rates. • Program Coordinator (no longer with the program) and one of the support staff obtained individual AAS certification. • Replaced all program computers. • Revised Service Record in preparation of April 1 implementation. • CLABC network dollars were used to fund temporary positions enabling us to maintain capacity despite inadequate numbers of volunteers.

Page 46

Made with FlippingBook - professional solution for displaying marketing and sales documents online