Mary Kate SalleySession 11: Operational Challenges and SolutionsOctober 12, 2011

Todays Agenda:

Incorporating Quitline into Tobacco Control

Working with Your funder Promotion

Lessons Learned*

The Face of Tobacco Policy & Control Helps normalize quittingOffers support following smoke free ordinances or tobacco tax increaseExtension of the health care delivery teamQuitlines serve as a measurement of community efforts and promotionsTangible 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 SourcesThe government (country, region, city)Tobacco taxEmployersPublic/Private PartnershipsHealth systemMake it a standard of care

Working with the Funder/ClientTwo important clientsTobacco users and the fundersGoalsBudgetBenefit DesignLinking with policy & preventionMeasuring resultsMonitoring deliverablesData driven recommendationsTransparency

Measuring Results:

*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*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 youre 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 participants quit date was on March 5, 2011Special recognition to the Quit Coaches and Registration Intake Specialist who helped this participant quit.Gretchen Harnandez-Berke, Jon Moma

TestimonialsThe 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

Operational Metrics and Dashboard

Operational Metrics and Dashboard

Lessons LearnedYou cant manage what you dont measureProject, Promote, Partner, PerformMonitor service deliverables; continually improve and innovateProvide the participant with stellar serviceFunders are both partners and your greatest allyShare your mistakes as well as successesAdvocate for your quitline around fundingUse testimonialsDont disincentivize potential fundersbenefit design

Panelist QuestionsWhat 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?

Thank YouMary Kate SalleyExecutive Vice President, Alere Wellbeingmarykate.salley@alere.com

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