1. Behind the Phone Lines
Chelsey Bertram
Information from Seth Skelton – Clint Manager
Recently, at the end of November and beginning of December our state clients, management, and
client managers have been meeting with Context Digital to improve the website; this is expected
to launch in mid to late 2016. Quitlogix’s goal is to keep our clients involved in this development
and get their opinions of what their participants would want. The new website will be aimed at
having more interaction and involvement for the participant and coaches. This means coaches
can view any web-phone participant’s web program. Context Digital will update the webpages
with images and have non-English language options, including the ability to upload personal
motivating images like their children, money, or a diseased lung.
Dr. Amy Lukowski has been working on updating the Breathe Easy guide. She has been trying
to make them more user friendly so the participants use it. This has been a project going on for
over a year. The changes include removing certain images that don’t apply to participants,
decreasing some pieces of content, and adding more images that can be related to the larger
population. Management has sent copies of both current and new material to clients to get their
options. The client managers are very dedicated to working with the client to get their needs
prioritized while also making sure that business needs are met.
Some smaller updates include the possible expansion of mental health questions (the drop down)
to other states other than Colorado and Wyoming. They want to do this to increase the sample
size to get better data for the study Dr. Lukowski is working on. A cancer treatment center in
Texas wants to provide free lung cancer screenings for heavy smokers ages 55-77 years old.
Some states will allow for referrals in January or February. Full details of this referral program
are still being worked out, such as which states want to refer participants for the screening and
when the referrals will happen.
The client management team has projects that are prioritized based on what the clients want and
what we can provide, most projects and the implementation of change take time to happen. But
some changes happen very quickly without much warning; these changes are usually related to
NRT or eligibility, and there is little anyone can do about this. That is why it is recommended to
read communications from staff and read the Client Guideline page periodically.
On the subject of NRT, the client managers are aware that the NRT driven participants can be
frustrating, but coaches and CSRs are encouraged to acknowledge their desire and also explain
the program, trying to get them enrolled. Imagine trying to entice a horse with a carrot to go up a
mountain for a metaphor. The carrot is the NRT, the horse the participant and the mountain is
enrolling. They want us to do this because the clients do not pay for general inquires, they pay
for enrollments.