Appendix C

Child & Babytalk Phone Line Descriptive Evaluation

A.  Information collected from ALL calls (i.e. Client - baby/child or prenatal related; Service Provider; Workplace):

1. Have you called before? (Yes, No, Not sure/Don't know)
2. Reason for call
3. Result of call
4. Where did you hear about this program?
5. Where did you hear about this program?

Client-related:

1. Age of child
2. If pregnant, gestation
3. Who were you referred by?

DO NOT ASK CLIENT:

Did you complete the questionnaire with the client?

• YES, today
• Yes, previously
• No, client had left message on phone line
• No, refused
• No, not asked (distressed caller)

Caller 'type'

• Parent of child (mom)
• Parent of child (dad or other)
• Friend or relative
• Care giver / service provider / medical professional
• Workplace
• Other

If a CLIENT has called before ask:

Have you been asked to answer a few extra questions at the end of your call the last time you called?

(Yes, No, Not sure/Don't know)

If NO or NOT SURE ask caller if they will participate:

B.  Information collected from CLIENT callers (not service providers or ___?)

Introduction:

"I'm wondering if you would have time for a few more questions. We are asking our callers to answer these questions to get a [really good] picture of who is calling the Child & Baby talk phone line. This information will help us figure out if there are some [groups / types] of parents that don't know about this service."

1. Have you given birth to other children?
   1. Yes - are they living with you?
   2. No
2. Other children living at home?
   1. Yes
   2. No
3. Do you have a family doctor?
   1. Yes, entire family.
   2. No, none of the family.
   3. Yes, child does but not adult.
   4. Yes, adult does but not child.
4. If you hadn't called here today, where would you have gone for the information you were seeking? (may choose more than one)
   1. Family/Friend
   2. Doctor/Nurse Practitioner/Midwife
   3. Internet
   4. Telehealth
   5. Pharmacy
   6. Other department within public health
   7. Nowhere else
   8. Other
   9. Don't Know
5. What is your age or if you're more comfortable - you can give me range of years in which your age falls:
   1. 17yrs and under
   2. 18-24yrs
   3. 25-34yrs
   4. 35-44yrs
   5. 45-54yrs
   6. 55-64yrs
   7. 65-74yrs
   8. 75yrs +
6. Sex of caller
   1. Male
   2. Female
7. Family type of parent/child dyad
   1. Married couple
   2. Common-law couple
   3. Lone parent family
8. What is the highest level of education you have completed?
   1. Some high school
   2. Graduated from high school
   3. Some post-high school education
   4. Graduated from college or university
   5. Other
9. What is your total household income? (I have ranges that you could choose from if you don't want to provide an exact number.)
   1. Less than $20,000
   2. Between $20,000 and $40,000 c.
   3. Between $40,000 and $60,000 d.  
   4. Between $60,000 and $80,000
   5. Greater than $80,000
   6. Prefer to not answer
   7. Don't know
10. Please tell me your postal code.
    1. Allow entry for 3 or 6 digit postal code.

Prompt: if the caller asks why we want this, can explain that this gives us information on where in our city we may want to do more advertising of the services we provide at Public Health.

If the caller hesitates to provide their postal code ask if they are willing to provide the first 3 digits. Explain that the last 3 digits give us location of people using the service at a neighbourhood level whereas the first three digits gives us very large areas of Kingsto

DO NOT ASK CLIENT. This is a 'judgement' call by PHN.  PRIMARY reason of call (choose one):

1. (PHN provides an assessment or the caller requests advice on: breastfeeding, nutrition, sleeping, crying, elimination, routine illnesses, minor injuries)
2. (Examples of information provided or administrative questions: drop-in times, link to community resources, referral to programs, mail out of written resources)
3. (Behavioural problems, developmental issues, PPMD)