Test Calls at Child Helplines - Switzerland

pro juventute 147

Urs Kiener

Child Helpline InternationalFourth International Consultation16 - 19 November 2008, Amman

04.12.20082

Help-line 147: conditions, challenges

Fundamental conditions

147 has do be reachabel all times without long waiting periods

Children must trust 147

Challenges

Large amount of phone calls

Large variety of themes Test calls & silent calls

Emergency-help-line 147

04.12.20083

Intervention-levels

1. Technical level: recognise all emergencies immediatly

2. Consulting level: relieve the help-line of low-level-inquiries

3. Scientific level: research oft test calls

4. Close cooperation with the centres of competence

5. Informing the target group

04.12.20084

Incoming Call

1: Emergency

2: Consultation

3: Information

Caller has to choose:

Information Tape

Consultation:- Helpline 147- SMS consultation147- Chat- www.147.ch

Listen & accept

Caller doesn't accept

Misusage

Technical level: Interactive Voice Response

04.12.20085

Consulting level: SMS-Consulting 147

04.12.20086

7813’6171’067’449Total

183254’570Test - transformed

731’27192’821Test - joke

232’21750’245Test - without dialogue

731’882137’594Test - contact

139877122’290Test - consturctive

491’24261’035Test - harrassment

174’33672’163Silent

3201’381442’436Consultation - problem

1’0383435’291Consultation - emergency

14025635’881Consultation - information

1379613’123Other

Average conversation time (seconds)Total of calls

Total of time(seconds)Categories of call

Scientific level: research of test calls

04.12.20087

Analysis of test calls: first results

0.7%1.2%9613123Others

31.8%6.8%433672163Silent

48.6%32.0%6612341695TOTAL127192821Test - joke221750245Test - without dialogue1882137594Test - contact124261035Test - harassment

Test calls

18.9%60.0%2573640468Total877122290Test - constructive254570Test - transformed

1381442436Consultation - problem3435291Consultation - emergency

25635881Consultation - informationConsultation

% of numbersof consult

% of conversation

timeTotal of

callsTotal of

time

04.12.20088

Thank you foryour attention!pro juventute

Urs Kiener

Thurgauerstrasse 39Postfach8050 ZurichTel. 044 256 77 77Tel. direct 044 256 77 76Fax 044 256 77 78

urs.kiener@projuventute.chwww.projuventute.chwww.147.chPC 80-3100-6

04.12.20089

Cooperation with centres of competence

04.12.200810

Cooperation with centres of competence

04.12.200811

Cooperation with centres of competence