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Overall, communication quality was very high

• For the majority of calls, the triage consultants were responsive, patient, and respectful.
• Triage consultants were rated as knowledgeable for almost all calls, and the incidence of triage consultant negative behaviors was practically nonexistent.
• Ratings of the extent to which triage consultants explained things in a way that was easy for callers to understand were generally high.

Call outcomes were positive, but small issues suggest room for improvement

• Almost all consultants engaged in collaborative problem solving with callers and consistently provided referrals.
• Not all referrals were conducted as warm handoffs (with the triage consultant connecting the caller directly to an outside resource/service via a three-way call).
• Calls were rated as establishing good rapport between consultants and callers.

Interviewees conveyed that they were very satisfied with their experience with Military OneSource

• Consultants were described as friendly, supportive, helpful, and knowledgeable about military life.
• Interviewees indicated that Military OneSource offered significant value compared with other call centers and services.
• Interviewees indicated that Military OneSource was free, fast (with regard to how quickly consultants answered the phone and connected callers to resources and services), easy to use, available everywhere at all times, and confidential.
• Most interviewees said that they were successfully connected to the resources or services they were seeking and satisfied with the connection process.
• Among those who had the opportunity to use these resources/services by the time of their interviews, most said they were satisfied with the help they received.

Military OneSource operates a call center for military personnel and their family members, as well as those who have recently left the military. The goals of the center, which is directed by Military Community and Family Policy (MC&FP), are to directly provide resources for families and to provide referrals to a variety of support and health services.

In this report, the authors describe their evaluation of Military OneSource call quality, call outcomes, and caller satisfaction within select groups of callers: junior enlisted personnel and their family members, those seeking relationship counseling, and transitioning service members (retired or honorably discharged). Their evaluation consists of two separate studies: Study 1 involved reviewing and rating audio recordings of calls for quality, outcomes, and satisfaction. Study 2 consisted of telephone interviews with a separate sample of callers in which the callers were asked directly about their experiences in communicating with the Military OneSource triage consultants who handle the calls; whether and how they were referred to resources; and, if so, their satisfaction with those resources.

Overall, the Military OneSource calls were rated of high quality with regard to communication style, and they were successful in referring callers to appropriate resources. Similarly, most interviewees expressed satisfaction with their experience in communicating with Military OneSource triage consultants and reported that they were referred to resources and services that met their needs. These interviewees offered limited suggestions for changes to the referral process.

• Chapter One

  Background

• Chapter Two

  Methods

• Chapter Three

  Results

• Chapter Four

  Summary and Recommendations

• Appendix A

  Call Rating Protocol

• Appendix B

  Interview Questions