1. Mary Kate Salley Session 11: Operational Challenges and Solutions October 12, 2011

2. Today’s Agenda: Incorporating Quitline into Tobacco Control Working with Your funder Promotion Lessons Learned 2

3. The Face of Tobacco Policy & Control Helps normalize quitting Offers support following smoke free ordinances or tobacco tax increase Extension of the health care delivery team Quitlines serve as a measurement of community efforts and promotions Tangible results around quit attempts, quits and satisfaction A smoke free policy or tobacco tax can result in a 30% or greater increase in call volume.

4. Quitline Volumes Due to Tax Increase

5. Tobacco Tax and Quitlines

6. Funding Sources The government (country, region, city) Tobacco tax Employers Public/Private Partnerships Health system Make it a standard of care

7. Working with the Funder/Client Two important clients Tobacco users and the funders Goals Budget Benefit Design Linking with policy & prevention Measuring results Monitoring deliverables Data driven recommendations Transparency

8. Measuring Results: 8 62% of people who join the program have been using tobacco for more than 20 years and 77% use tobacco within the first 30 minutes after they wake up. Demographics Participation Outcomes Service Quality

9. Recruitment & Promotions 9 Free promotions can be cost-effective in getting the word out about the quitline and can be more sustainable than mass media.

10. Testimonials "The work you’re doing is tremendous. I never thought I would be able to quit for good. The patches were a great help combined with the coaches. I had the help, then it was up to me and it is possible to be smoke-free. I changed routines and I am more aware. My family is happy and I have even received calls from relatives in Cuba congratulating me. If people like you care for my well being, how could I not do my part? I am a non- smoker now. Thank you!" This participant’s quit date was on March 5, 2011 Special recognition to the Quit Coaches and Registration Intake Specialist who helped this participant quit. Gretchen Harnandez-Berke, Jon Moma

11. Testimonials “The quit coaches were great and so helpful for me. I love the web coach program and the daily emails. They are so encouraging. I have met so many great people online and now am trying to help others quit like I have". Special recognition to the Quit Coaches and Registration Intake Specialist who helped this participant quit. Matthew Lee, Anne Herman, Lou Barrett, Stephanie Morris

12. Operational Metrics and Dashboard

16. Lessons Learned You can’t manage what you don’t measure Project, Promote, Partner, Perform Monitor service deliverables; continually improve and innovate Provide the participant with stellar service Funders are both partners and your greatest ally Share your mistakes as well as successes Advocate for your quitline around funding Use testimonials Don’t disincentivize potential funders—benefit design

17. Panelist Questions What has been the biggest operational challenge that your quitline has faced; and what strategies have you used to overcome this challenge? What do you measure and how? Do you have one or multiple funding sources? How will you create demand? How will you react if demand is too great? Do you have a sustainability plan?

18. Thank You Mary Kate Salley Executive Vice President, Alere Wellbeing marykate.salley@alere.com