1. pro juventute 147
Urs Kiener
Child Helpline International
Fourth International Consultation
16 - 19 November 2008, Amman
2. Help-line 147: conditions, challenges
Emergency-help-line 147
Fundamental conditions
147 has do be reachabel all times Children must trust 147
without long waiting periods
Challenges
Large amount of phone Large variety of themes Test calls & silent calls
calls
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3. 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
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4. Technical level: Interactive Voice Response
Consultation:
- Helpline 147
- SMS consultation147
- Chat
- www.147.ch
Caller has to choose:
Misusage
1: Emergency
Information Tape
Incoming Call
2: Consultation
Caller doesn't accept
3: Information
Listen
& accept
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6. Scientific level: research of test calls
Total of time Average conversation
Categories of call (seconds) Total of calls time (seconds)
Other 13’123 96 137
Consultation - information 35’881 256 140
Consultation - emergency 35’291 34 1’038
Consultation - problem 442’436 1’381 320
Silent 72’163 4’336 17
Test - harrassment 61’035 1’242 49
Test - consturctive 122’290 877 139
Test - contact 137’594 1’882 73
Test - without dialogue 50’245 2’217 23
Test - joke 92’821 1’271 73
Test - transformed 4’570 25 183
Total 1’067’449 13’617 78
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7. Analysis of test calls: first results
% of % of
Total of Total of conversation numbers
time calls time of consult
Consultation
Consultation - information 35881 256
Consultation - emergency 35291 34
Consultation - problem 442436 1381
Test - transformed 4570 25
Test - constructive 122290 877
Total 640468 2573 60.0% 18.9%
Test calls
Test - harassment 61035 1242
Test - contact 137594 1882
Test - without dialogue 50245 2217
Test - joke 92821 1271
TOTAL 341695 6612 32.0% 48.6%
Silent 72163 4336 6.8% 31.8%
Others 13123 96 1.2% 0.7%
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8. Thank you for
your attention!
pro juventute
Urs Kiener
Thurgauerstrasse 39
Postfach
8050 Zurich
Tel. 044 256 77 77
Tel. direct 044 256 77 76
Fax 044 256 77 78
urs.kiener@projuventute.ch
www.projuventute.ch
www.147.ch
PC 80-3100-6
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