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Telephone support for field staff


I need to conduct a small research project to investigate the benefits/importance of a telephone support line for staff working in the field. The organisation I am working for runs a daily "consultancy" service by phone to support staff working in the advice sector over a wide geographical area. It offers backup in checking that all options have been explored, identifying relevant caselaw, advising on tactics etc.

I want to look at ways of establishing "value" in areas like saving time for field staff, money saved or generated as a result of the advice given, and emotional/practical support for field staff. I also want to explore "value" to the end user of the service - who may not be aware that the service has been used.

It also looks like a good way of establishing future learning needs for the staff who run the service.

Does anyone have any experience of undertaking similar research in the past, models for evaluating this type of work or bright ideas about how I can go about it?
Tilla Brook


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