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• Establish phone lines; develop and test operational protocols and develop list of <br />community resources and referral partners. <br />• Hire and train staff. <br />• Develop and execute Warmline marketing strategy. <br />• Develop data collection and evaluation scheme. <br /> <br />Demographic Information <br />All callers will be asked demographic questions at the conclusion of each call (city of <br />residence, zip code, gender, income level, race/ethnicity, and household type). <br /> <br />Client Satisfaction Survey <br />All or some callers will be asked to stay on the line and answer questions after the call <br />concludes. The evaluation process will also include calling a voluntary set of <br />participants to document outcomes weeks after the call. Survey questions will include: <br />• Have you used this service before? <br />• Did you find this call to the Warmline helpful? <br />• Do you believe the Warmline counselor understood your concerns, problems, or <br />challenges? <br />• If the Warmline counselor informed or referred you to other services, did you find these <br />services helpful? <br />• Would you call the Warmline again if you needed assistance? <br />• Would you refer a family member or friend to this Warmline? <br /> <br />Performance Measures Post Pilot Phase: <br />• 1,500 calls per year <br />• 5% call abandonment rate <br />• 25% of calls resulted in referral(s) <br />• 75% callers believed call was helpful <br />• 25% of callers would refer family member or friend to the service <br /> <br />TIMELINES <br /> <br />July 2020 <br />• Establish phone lines; develop and test operational protocols and develop list of <br />community resources and referral partners. <br />• Hire and train staff. <br />• Develop and execute Warmline marketing strategy. <br />• Develop data collection and evaluation scheme. <br /> <br />August 2020 through June 2021 <br />• 1,500 calls per year <br />• 5 % call abandonment rate <br />• 25 % of calls resulted in referral(s) <br />• 75 % callers believed call was helpful <br />• 25 % of callers would refer family member or friend to the service <br /> <br />May 2021 through June 2021 <br />• Evaluation report describing program challenges and successes and how to <br />scale up the program <br />• Operational performance metrics shown above <br />256