1. Peer Exchange Workshop
Kuala Lumpur 8th – 12th March 2010
147: Background & Organisation

2. 147: Origin & Background
1968 ff Cultural revolution in Europe, North America
» figthing against authority (education, formation)
» Straggle for equalitiy (women, minorities)
» Flower power movement
» Children and young people as an independent personality
1970 ff First childhelplines in Switzerland (private, regional,
volunteers)
1991 36 different local childhelplines in Switzerland
1992 Coalition of over 30 organizations to association ‚Help-o-Fon‘
1997 Ratiratification of Children‘s Right Declaration by Swiss
government
Decision national short number
1999 Childhelpline 147 as an emergency helpline (managed by PJ)
2005 E-Consultation
Interactive Voice Response (IVR)
Homepage with FAQ‘s, Informations and Adresses
2008 SMS- and Chat-Consultation

3. 147: Answerd calls 1999 - 2007
300'000
Entgegengenommene Anrufe
250'000
200'000
150'000
100'000
50'000
0
1999 2000 2001 2002 2003 2004 2005 2006 2007

4. 147 – Basic Information
1993 1999 2003 2009
appearance regional/ regional/
(regional/national) regional regional national national
operating hours/day 4h 24 h 24 h 24 h
education level consultant low low middle high
quality management low low middle high
costs for administration high high middle low
personnel costs low low high middle
formation costs high high middle low
training costs high high high middle

5. 147: Success Factors
24/7 Service
A single national number
Simple short number
Tax free
Confidentiality/Anonymity
Integral Consultancy Service (orally, in writing, information)
Popularity (for 11 years in operation)

6. 147: Planning 24/7 Service
Schichtplan: Evaluierung Ausbauplanung 2006
Schicht 7 30 8 30 9 30 10 30 11 30 12 30 13 30 14 30 15 30 16 30 17 30 18 30 19 30 20 30 21 30 22 30 23 30
1 (9.5 h)
2 (8 h) a b
3 (8 h) a b
Triage (7 h) a b
4 (8 h) a b
5 (4 h)
S1 22.45 - 7.30 h
S2 07.15 - 16.15 h mit 1 h Mittagspause
S3 10.00 - 19.00 h mit 1 h Nachmittagspause
Triage 11.15 - 19.15 h mit 1 h Nachmittagspause: ohne Triage-Tätigkeit: Mi, Sa, So Die Triage-Schicht wird Juli/August (9 Wochen) und Weihnacht/Neujahr (3 Wochen) ausgesetzt.
12.15 - 15.15 h Triage-Tätigkeit der a-Schicht an folgenden Tagen: Mo, Di, Do, Fr
S4 14.00 - 23.00 h mit 1 h Abendessenpause
S5 19.00 - 23.00 h
7 Tage Doppelabdeckung von 11.15 - 23.00 h
Mi, Sa, So 3-fach-Abdeckung von 12.15 - 18.00 h
Mo, Di, Do, Fr 3-fach-Abdeckung
5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

7. Operation Plan Call Center Bern
Schichtplan für KW 5 2010
Springer Springer Springer Springer Springer Springer Springer
Skitag
ihä aha mhe cre Wallis
bwy mcr cwi
Name M ontag 1.2. Die ns tag 2.2. M ittw och 3.2. Donne rs tag 4.2. Freitag 5.2. Sam s tag 6.2. Sonntag 7.2. Plan Soll
S1 S2 S3 S4 S1 S2 S3 S4 S1 S2 S3 S4 S1 S2 S3 S4 S1 S2 S3 S4 S1 S2 S3 S4 S1 S2 S3 S4
Kocher 0.00 0.00 1 9.45 0.00 0.00 0.00 1 8.00 17.45 12
Wagner 1 9.45 1 9.45 0.00 0.00 0.00 0.00 1 8.00 26.90 28
Heri 1 8.00 0.00 0.00 0.00 0.00 0.00 1 9.45 17.45 8
Crescionini 0.00 0.00 1 8.00 0.00 0.00 0.00 0.00 8.00 16
Rehmann 0.00 0.00 0.00 0.00 0.00 1 8.00 0.00 8.00 8
Habegger 0.00 0.00 0.00 0.00 1 8.00 0.00 0.00 8.00 20
Häberli 0.00 0.00 0.00 1 8.00 0.00 1 8.00 0.00 16.00 20
Stucki 1 8.00 0.00 0.00 0.00 0.00 1 8.00 0.00 16.00 24
Grimm 0.00 1 8.00 0.00 1 8.00 0.00 0.00 0.00 16.00 16
Dzelebdzic 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 16
von Grünigen 0.00 0.00 1 8.00 1 9.45 0.00 0.00 1 8.00 25.45 24
Egger 0.00 0.00 0.00 0.00 1 9.45 0.00 0.00 9.45 12
Wittwer 1 8.00 0.00 0.00 0.00 0.00 0.00 0.00 8.00 20
Wyser 0.00 1 8.00 1 8.00 0.00 0.00 1 9.45 0.00 25.45 24
Storchenegger 0.00 0.00 0.00 0.00 1 8.00 0.00 0.00 8.00 20
Rothenhäusler 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 12
Nussbaum 0.00 1 8.00 0.00 0.00 1 8.00 0.00 0.00 16.00 20
Adrian 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 12
Abdeckung 33.45 33.45 33.45 25.45 33.45 33.45 33.45
1 1 1 1 1 1 1 1 1 1 1 1 1 0 1 1 1 1 1 1 1 1 1 1 1 1 1 1
Schichtlängen 1 = Einzelchat Chat-Zeiten: Bemerkungen:
Schicht 1 (07.15 - 16.15) 1 = Gruppenchat 1.2.: 16-17 und 18.45-19.45 Wagner: SMS Verantwortliche ganze Woche
Schicht 2 (11.00 - 20.00) 1 = BO Triage 5.2.: 16-17 und 18.45-19.45 Skitag 4.2.: falls keine Aushilfe gefunden werden
Schicht 3 (14.00 - 23.00) = Ferien kann für die S2, macht Heri diese.
Schicht 4 (22.45 - 07.30) = Springerbereitschaft
= Freiwunsch
= gesperrte Schichten
= nur ausnahmsweise

8. Number of unattended calls per hour
Anzahl unbedienter Anrufe im Tagesverlauf Unbediente Anrufe
3 Anzahl Berater
3,0 25
2,5
20
2 2 2 2 2 2
2,0
15
1,5
10
1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
1,0
5
0,5
0 0
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

9. 147: Answerd / Unanswerd Calls
Unbediente pro h
25
Bediente pro h
20
15
10
5
0
0 1 2
3 4 5
6 7 8
9 10 11
12 13 14
15 16 17 Unbediente pro h
18 19 20
21 22 23

10. Interpolated Requirements Consultancy Capacity
Interpolierter Bedarf an Beratungskapazität Ist
90 Soll
90
Kapazität Berater
85
80
75
70
65
60 60 60 60 60 60
60
55
50
45
40
35
30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
30
25
20
15
10
5
0
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23