The POMP III Information

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The POMP IIIInformation Assistance Survey

• Administration on Aging
• Performance Outcomes Measures Project Year IV
  Kick-Off Meeting
• December 12 -13, 2002
• Chevy Chase, MD
• Prepared By
• DOEA Planning Evaluation Unit
• http//elderaffairs.state.fl.us

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Floridas Information Service
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How is it done in Florida?

• Florida is comprised of 11 Planning and Service
  Areas (PSAs)
• Information regarding elder services and
  activities is available through the Elder
  Helpline Information and Assistance service
  within each Florida county.
• For anyone who is seeking information or services
  related to elders. Lots of inquiries can be
  answered immediately in cases where more
  information may be needed, a trained Information
  Specialist will follow through.
• All Elder Helplines can be accessed through the
  Florida Telecommunication Relay System
  (1-800-955-8771 for TDD or 1-800-955-8770 for
  Voice) which allows telephone calls to be placed
  between TDD users and nonusers with the help of
  specially trained operators translating the calls.

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Helpline User Satisfaction Model
CUSTOMER CHARACTERISTICS
COMMUNICATION SERVICE EFFICIENCY RELIABILITY
PROFESSIONALISM OF THE INFORMATION SPECIALIST
OVERALL CUSTOMER SATISFACTION
VALUE OF THE INFORMATION REFERRAL HELP
PROVIDED
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POMP III Survey Results

• Demographics
• Customers 66 of the time called for themselves
• 90 were first-time callers
• 44 reported living in a city, 25 in a suburban
  area and 31 in a rural area
• Respondents were predominantly Caucasian (47)
• 46 were high school graduates
• 77 were female
• Survey Scoring
• Customers gave an 86 satisfaction score overall
• 85 said they would recommend the service to
  another
• 75 said that the information they received would
  be helpful in resolving the issue they called
  about

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Services Efficiency and Reliability Average
Quality Scores
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Information Specialist Evaluation Average Items
Scores
8
Referral Help and Utilization Average Items Scores
9
Overall Experiences and Satisfaction Average
Items Scores
10
IA Targeting Effectiveness
11
When You Called, Was the Telephone Answered by a
Person?
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Further Information

• Florida Department of Elder Affairs
• http//elderaffairs.state.fl.us/
• Horacio Soberon-Ferrer, Ph.D.
• 4040 Esplanade Way, Suit 280
• Tallahassee, FL 32399-7000
• Phone [phone]
• Fax [phone]
• Ferrerh_at_elderaffairs.org