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CALL Helpline (Community Advice & Listening Line)
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Helpline Questionnaire

This questionnaire is anonymous; we do not ask for any personal information on the form. The information collected will be used to collect statistics on how effective the helpline has been in providing callers with the information or support they requested.


General Information
Please tell us where you found out about the helpline service? For example, which person/organisation/service gave you the number or if you obtained it for yourself from the Internet or Yellow Pages.
Where you able to get through to the helpline on your first attempt?
 Yes      No
If, when you called, the service was busy and you were held in a queue, did you:-
Leave a message on the answer machine:  Yes      No
Hang up and redial:  Yes      No
About your experience of using the service
Did the helpline provide you with the support that you needed?
 Yes      No      Not sure
Was the helpline operator polite and helpful when dealing with your call?
 Yes      No
How would you rate the service that you received overall?
 Excellent
 Very Satisfactory
 Satisfactory
 Unsatisfactory
 Extremely Poor
Has contacting the helpline for emotional support, information or leaflets improved your ability to cope with your problems?
 Yes      No      Not sure
Were you calling for yourself or on behalf of someone else?
 Self      Someone Else
Do you feel you were given enough time to talk through your difficulties?
 Yes      No      Not sure
Do you feel that the person who answered your call understood your problems?
 Yes      No      Not sure
Information we sent to you
Did you understand the information that was sent to you?
 Yes      No      Not sure
Was the information you received useful and relevant?
 Yes      No      Not sure
Do you feel more able to cope with your problems/difficulties as a result of reading the information?
 Yes      No      Not sure
About the service we offer
The helpline is currently open Mon-Fri 10am - 2pm & 7pm, - 11pm and at weekends Noon-Midnight. If we were able to extend the hours the service was available would you prefer that we:-
 Opened earlier in the day      Later at night      24 Hours
Do you have any compliments/complaints about the service you received?
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