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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
[email protected] 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
