Book/Printed Material An evaluation of the Military OneSource call center in select groups of callers : call quality, call outcomes, and caller satisfaction

Title

• An evaluation of the Military OneSource call center in select groups of callers : call quality, call outcomes, and caller satisfaction

Summary

• 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.

Names

• Bloom, Erika Litvin, author
• National Defense Research Institute (U.S.). Forces and Resources Policy Center, issuing body
• Rand Corporation, publisher
• United States. Office of the Deputy Assistant Secretary of Defense for Military Community and Family Policy, sponsoring body

Created / Published

• Santa Monica, Calif. : RAND Corporation, [2021]

Contents

• Background -- Methods -- Results -- Summary and Recommendations.

Headings

• -  Families of military personnel--Services for--United States--Evaluation
• -  Soldiers--Services for--United States--Evaluation
• -  Veterans--Services for--United States--Evaluation
• -  Call centers--United States--Evaluation
• -  Anciens combattants--Services--États-Unis--Évaluation
• -  Centres d'appels (Affaires)--États-Unis--Évaluation
• -  Veterans--Services for--Evaluation
• -  United States

Notes

• -  "RAND National Defense Research Institute."
• -  "Prepared for the Deputy Assistant Secretary of Defense for Military Community and Family Policy."
• -  "This research was sponsored by the Office of the Deputy Assistant Secretary of Defense for Military Community and Family Policy and conducted within the Forces and Resources Policy Center of the National Security Research Division ..."--Page iv.
• -  Also available on the Internet as a PDF file.
• -  Includes bibliographical references (pages 65-67).
• -  Description based on print version record; resource not viewed.

Medium

• 1 online resource (xvii, 67 pages) : illustrations.

Call Number/Physical Location

• UB403

Digital Id

• https://hdl.loc.gov/loc.gdc/gdcebookspublic.2024739103

Library of Congress Control Number

• 2024739103

Rights Advisory

• This is non-restricted, fully open content that may be accessed on and off of the Library of Congress campus, with no restrictions, by an unlimited number of users

Access Advisory

• Unrestricted online access

Online Format

• image
• pdf

LCCN Permalink

• https://lccn.loc.gov/2024739103

Additional Metadata Formats

• MARCXML Record
• MODS Record
• Dublin Core Record