Managing two important problems in a community hotline: Improving kitchen cleanliness and phone coun

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Managing two important problems in a community
hotline Improving kitchen cleanliness and phone
counselor effectiveness

• Performance Management Project
• By Erica Hess and Angela Buchanio
• Dr. Bailey
• Florida State University

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Setting

• 2-1-1 Big Bend (non-profit organization) is a
  telephone information and referral service that
  offers short term counseling throughout all of
  Florida
• Helpline 211
• Florida HIV/AIDS Hotline
• Parent Helpline
• Family Healthline
• PhoneFriend

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Pinpointed Behaviors

• Kitchen cleanliness
• Getting counselors to reflect more feelings with
  their callers

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Participants

• Approximately 92 counselors
• Part time
• Full time
• Volunteers

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Observation

• Data was collected 3-4 times a week M-F and IO
  occurred once a week
• All data was taken on a checklist

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The Kitchen
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The Kitchen
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Dependent Variables In Kitchen Cleanliness

• Dishes in the sink
• Empty boxes of food
• Status of the kitchen counters
• Status of stovetop

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Kitchen Cleanliness Data Sheet
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Kitchen Cleanliness Baseline
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Pictures of Intervention
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Intervention for Kitchen Cleanliness
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The Phoneroom
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Dependent Variables in Reflecting Caller Feelings

• Amount of feelings reflected
• Training procedures state that at least 3
  feelings should be reflected throughout a call

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• It sounds like youre really ______
• I can hear how ______ you must be.

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Reflecting Caller Feelings Data Sheet
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Pictures of Intervention
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Discussion

• Results strongly demonstrate that the use of
  Performance Management techniques increased
  performer efficacy (self monitoring)
• Limitations were obvious early on given the
  population dealt with
• Although both pinpointed behavior differed , this
  project shows that PM can be applied to behaviors
  that arent necessarily visually observed

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Practical Implication

• 2-1-1 Big Bend has adopted the interventions
  used for kitchen cleanliness and continues to use
  the checklist
• the feelings chart is still being used, however
  it is uncertain as to whether they have adopted
  the use of the feeling tab module as well

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Questions or Comments