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Development of an Outcome Monitoring System 7 in number of educated and informed citizens, improvement in quality of life, and increase in cost savings related to the utilization of health care resources. Centre for Research on Community Services
Development of an Outcome Monitoring System 8 Table 1 - Distress Centre of Ottawa & Region - Service Logic Model (2004) Distress Line Needs of Population Clients are experiencing : • suicidal crisis • acute emotional distress • on-going emotional distress • loneliness • on-going psychiatric condition • traumatic life situations Clients need: • immediate access • an inexpensive, highly accessible and confidential alternative to professional services • human contact • confidentiality • non-judgemental, non-directive assistance • assistance dealing with emotional distress, crisis • assistance coping with a psychiatric condition • assistance coping with traumatic life situations • information and referral regarding formal and informal services • access to all of the above in their own language Clients from all age ranges and socio-economic status are English-speaking citizens from Ottawa, West Québec and parts of the Champlain District or Frenchspeaking citizens from parts of the Champlain District. Intended Annual Inputs (human, material & financial resources) • financial resources • 8 full-time equivalents • 150 volunteers • 17 leaders • volunteer training, including materials and facilities • leader training, including materials and facilities • call centre facilities and equipment • supplies • promotional and educational materials • technology Intended Activities (Interventions) • answer calls • screen for acuity and appropriate level of intervention • determine suitable services for each inquiry • conduct risk assessment • provide information on other services • provide emotional support through active listening • consult with and transfer to Tier II when appropriate • dispatch to 911 emergency as appropriate • develop individualized care plans for the management of repeat/frequent callers • provide crisis intervention • provide a timely response to the presenting crisis Intended Annual Outputs (service products or « units of service ») • 21,000 calls • 150 volunteers • 11,340 volunteer hours (150 volunteers x 75.6 hours) • 8 volunteer training sessions • 17 leaders • 8,760 leader hours (365 days x 24 hours) • 1 leader training session • monthly reports to local, regional and provincial partners Intended Shorter-Term Outcomes (client benefits) • increase in ability to cope with immediate on-going crisis • increase in effectiveness of use of formal health services • increase in belief in themselves and confidence in their own strengths and abilities • increase in knowledge of services appropriate for them, including services of the Distress Centre • decrease in distress level • increase in suicides prevented • increase in feeling of being valued as a human being • decrease in interpersonal conflict • decrease in suicidal intent • decrease in feeling of isolation • increase in ability to cope with psychiatric condition • increase in ability to cope with family crises Intended Longer- Term Outcomes (client benefits) • decrease in level of violence and abuse • increase in individual and family empowerment • increase in number of educated and informed citizens • improvement in quality of life • increase in cost savings Centre for Research on Community Services
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