title: A 2-1-1 research collaboration: participant accrual and service quality indicators.
abstract: BACKGROUND
  In times of crises, 2-1-1 serves as a lifeline in many ways. These crises often cause a spike in call volume that can challenge 2-1-1's ability to meet its service quality standards. For researchers gathering data through 2-1-1s, a sudden increase in call volume might reduce accrual as 2-1-1 has less time to administer study protocols. Research activities imbedded in 2-1-1 systems may affect directly 2-1-1 service quality indicators.
  
  
  OBJECTIVE
  Using data from a 2-1-1 research collaboration, this paper examines the impact of crises on call volume to 2-1-1, how call volume affects research participant accrual through 2-1-1, and how research recruitment efforts affect 2-1-1 service quality indicators.
  
  
  METHODS
  t-tests were used to examine the effect of call volume on research participant accrual. Linear and logistic regressions were used to examine the effect of research participant accrual on 2-1-1 service quality indicators. Data were collected June 2010-December 2011; data were analyzed in 2012.
  
  
  RESULTS
  Findings from this collaboration suggest that crises causing spikes in call volume adversely affect 2-1-1 service quality indicators as well as accrual of research participants. Administering a brief (2-3 minute) health risk assessment did not affect service quality negatively, but administering a longer (15-18 minute) survey had a modest adverse effect on these indicators.
  
  
  CONCLUSIONS
  In 2-1-1 research collaborations, both partners need to understand the dynamic relationship among call volume, research accrual, and service quality and adjust expectations accordingly. If research goals include administering a longer survey, increased staffing of 2-1-1 call centers may be needed to avoid compromising service quality.
authors.affiliation: Department of Health Behavior, College of Public Health, University of Kentucky, Lexington, Kentucky 40506, USA. kate.eddens@uky.edu
authors.forename: Katherine S
authors.initials: KS
authors.lastname: Eddens
authors.forename: Kassandra I
authors.initials: KI
authors.lastname: Alcaraz
authors.forename: Matthew W
authors.initials: MW
authors.lastname: Kreuter
authors.forename: Suchitra
authors.initials: S
authors.lastname: Rath
authors.forename: Regina
authors.initials: R
authors.lastname: Greer
mesh_terms: D003299:Cooperative Behavior; D003625:Data Collection / Q000379:methods; D004190:Disasters; D006801:Humans; D007255:Information Services / Q000458:organization & administration* / Q000592:standards / Q000706:statistics & numerical data; D016014:Linear Models; D016015:Logistic Models; D018579:Patient Selection; D019984:Quality Indicators, Health Care; D012106:Research / Q000458:organization & administration*; D018570:Risk Assessment / Q000379:methods; D013689:Telephone; D013997:Time Factors