3 childhelpline 147 background & organisation

376 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
376
On SlideShare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

3 childhelpline 147 background & organisation

  1. 1. Peer Exchange Workshop Kuala Lumpur 8th – 12th March 2010 147: Background & Organisation
  2. 2. 147: Origin & Background 1968 ff Cultural revolution in Europe, North America » figthing against authority (education, formation) » Straggle for equalitiy (women, minorities) » Flower power movement » Children and young people as an independent personality 1970 ff First childhelplines in Switzerland (private, regional, volunteers) 1991 36 different local childhelplines in Switzerland 1992 Coalition of over 30 organizations to association ‚Help-o-Fon‘ 1997 Ratiratification of Children‘s Right Declaration by Swiss government Decision national short number 1999 Childhelpline 147 as an emergency helpline (managed by PJ) 2005 E-Consultation Interactive Voice Response (IVR) Homepage with FAQ‘s, Informations and Adresses 2008 SMS- and Chat-Consultation
  3. 3. 147: Answerd calls 1999 - 2007 300'000 Entgegengenommene Anrufe 250'000 200'000 150'000 100'000 50'000 0 1999 2000 2001 2002 2003 2004 2005 2006 2007
  4. 4. 147 – Basic Information 1993 1999 2003 2009 appearance regional/ regional/ (regional/national) regional regional national national operating hours/day 4h 24 h 24 h 24 h education level consultant low low middle high quality management low low middle high costs for administration high high middle low personnel costs low low high middle formation costs high high middle low training costs high high high middle
  5. 5. 147: Success Factors 24/7 Service A single national number Simple short number Tax free Confidentiality/Anonymity Integral Consultancy Service (orally, in writing, information) Popularity (for 11 years in operation)
  6. 6. 147: Planning 24/7 Service Schichtplan: Evaluierung Ausbauplanung 2006 Schicht 7 30 8 30 9 30 10 30 11 30 12 30 13 30 14 30 15 30 16 30 17 30 18 30 19 30 20 30 21 30 22 30 23 30 1 (9.5 h) 2 (8 h) a b 3 (8 h) a b Triage (7 h) a b 4 (8 h) a b 5 (4 h) S1 22.45 - 7.30 h S2 07.15 - 16.15 h mit 1 h Mittagspause S3 10.00 - 19.00 h mit 1 h Nachmittagspause Triage 11.15 - 19.15 h mit 1 h Nachmittagspause: ohne Triage-Tätigkeit: Mi, Sa, So Die Triage-Schicht wird Juli/August (9 Wochen) und Weihnacht/Neujahr (3 Wochen) ausgesetzt. 12.15 - 15.15 h Triage-Tätigkeit der a-Schicht an folgenden Tagen: Mo, Di, Do, Fr S4 14.00 - 23.00 h mit 1 h Abendessenpause S5 19.00 - 23.00 h 7 Tage Doppelabdeckung von 11.15 - 23.00 h Mi, Sa, So 3-fach-Abdeckung von 12.15 - 18.00 h Mo, Di, Do, Fr 3-fach-Abdeckung 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
  7. 7. Operation Plan Call Center Bern Schichtplan für KW 5 2010 Springer Springer Springer Springer Springer Springer Springer Skitag ihä aha mhe cre Wallis bwy mcr cwi Name M ontag 1.2. Die ns tag 2.2. M ittw och 3.2. Donne rs tag 4.2. Freitag 5.2. Sam s tag 6.2. Sonntag 7.2. Plan Soll S1 S2 S3 S4 S1 S2 S3 S4 S1 S2 S3 S4 S1 S2 S3 S4 S1 S2 S3 S4 S1 S2 S3 S4 S1 S2 S3 S4 Kocher 0.00 0.00 1 9.45 0.00 0.00 0.00 1 8.00 17.45 12 Wagner 1 9.45 1 9.45 0.00 0.00 0.00 0.00 1 8.00 26.90 28 Heri 1 8.00 0.00 0.00 0.00 0.00 0.00 1 9.45 17.45 8 Crescionini 0.00 0.00 1 8.00 0.00 0.00 0.00 0.00 8.00 16 Rehmann 0.00 0.00 0.00 0.00 0.00 1 8.00 0.00 8.00 8 Habegger 0.00 0.00 0.00 0.00 1 8.00 0.00 0.00 8.00 20 Häberli 0.00 0.00 0.00 1 8.00 0.00 1 8.00 0.00 16.00 20 Stucki 1 8.00 0.00 0.00 0.00 0.00 1 8.00 0.00 16.00 24 Grimm 0.00 1 8.00 0.00 1 8.00 0.00 0.00 0.00 16.00 16 Dzelebdzic 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 16 von Grünigen 0.00 0.00 1 8.00 1 9.45 0.00 0.00 1 8.00 25.45 24 Egger 0.00 0.00 0.00 0.00 1 9.45 0.00 0.00 9.45 12 Wittwer 1 8.00 0.00 0.00 0.00 0.00 0.00 0.00 8.00 20 Wyser 0.00 1 8.00 1 8.00 0.00 0.00 1 9.45 0.00 25.45 24 Storchenegger 0.00 0.00 0.00 0.00 1 8.00 0.00 0.00 8.00 20 Rothenhäusler 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 12 Nussbaum 0.00 1 8.00 0.00 0.00 1 8.00 0.00 0.00 16.00 20 Adrian 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 12 Abdeckung 33.45 33.45 33.45 25.45 33.45 33.45 33.45 1 1 1 1 1 1 1 1 1 1 1 1 1 0 1 1 1 1 1 1 1 1 1 1 1 1 1 1 Schichtlängen 1 = Einzelchat Chat-Zeiten: Bemerkungen: Schicht 1 (07.15 - 16.15) 1 = Gruppenchat 1.2.: 16-17 und 18.45-19.45 Wagner: SMS Verantwortliche ganze Woche Schicht 2 (11.00 - 20.00) 1 = BO Triage 5.2.: 16-17 und 18.45-19.45 Skitag 4.2.: falls keine Aushilfe gefunden werden Schicht 3 (14.00 - 23.00) = Ferien kann für die S2, macht Heri diese. Schicht 4 (22.45 - 07.30) = Springerbereitschaft = Freiwunsch = gesperrte Schichten = nur ausnahmsweise
  8. 8. Number of unattended calls per hour Anzahl unbedienter Anrufe im Tagesverlauf Unbediente Anrufe 3 Anzahl Berater 3,0 25 2,5 20 2 2 2 2 2 2 2,0 15 1,5 10 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1,0 5 0,5 0 0 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23
  9. 9. 147: Answerd / Unanswerd Calls Unbediente pro h 25 Bediente pro h 20 15 10 5 0 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 Unbediente pro h 18 19 20 21 22 23
  10. 10. Interpolated Requirements Consultancy Capacity Interpolierter Bedarf an Beratungskapazität Ist 90 Soll 90 Kapazität Berater 85 80 75 70 65 60 60 60 60 60 60 60 55 50 45 40 35 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 25 20 15 10 5 0 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

×