Issue papers developed as part of NAQC’s Quality Improvement Initiative (QII) are intended to result in the creation of standard methods for data collection and reporting across quitlines and highlight recommendations related to services and operations. All QII Issue Papers are subjected to a rigorous feedback and review process by NAQC members and selected primary reviewers and must be approved by NAQC’s Advisory Council before they are made final.
Quitline Service Offering Models: A Review of the Evidence and Recommendations for Practice in Times of Limited Resources (2012)
This paper aims to present evaluation and research data used to guide decision-making on ways to invest limited funding for quitline services most effectively in an easy-to-use format and to make recommendations for most effectively using limited resources when determining quitline service offering options. Specifically, the paper addresses the following questions:
1) How effective are different service offering models regarding quitline utilization, tobacco abstinence rates, and costs? Are there points at which the return on investment diminishes in terms of amount of counseling (attempted and completed) and medication provided?
2) What impact does the provision of medications through quitlines have on reach and quit rates? Which mechanisms for dosing and delivery of medications are most cost-effective and/or provide other efficiencies?
3) Is there evidence to support the use of advanced technologies (web, interactive voice response [IVR] and texting) to expand quitline service offerings? Are these approaches cost-effective? What other efficiencies are achieved?
view issue paper (PDF 717KB)
view executive summary(PDF 464 KB)
view recommendations for research(PDF 383 KB)
view options table(PDF 323 KB)
The Use of Quitlines Among Priority Populations in the U.S.: Lessons from the Scientific Evidence (2011)
This issue paper is is a systematic review of the scientific evidence regarding cessation services to priority populations (African Americans/blacks (AA/B), American Indian and Alaska Natives (AI/AN), Asian American and Native Hawaiian and Pacific Islanders (API), Hispanic/Latinos (H/L), the lesbian, gay, bisexual and transgender (LGBT) community, and individuals of low socioeconomic status (low SES)
) with a specific focus on the use
of quitlines. The review attempts to provide lessons learned from the scientific evidence in order to better inform decision making within quitlines.view issue paper
Call Center Metrics: Best Practices in Performance Measurement and Management to Maximize Quitline Efficiency and Quality (2010)
This issue paper defines the most critical operational, service performance and efficiency-related call center metrics for establishing and maintaining quitline quality. The paper, authored by Penny Reynolds of The Call Center School (www.thecallcenterschool.com
), makes recommendations on important metrics to measure (including why they are important for funders, service providers and callers); recommendations on how to measure and report these metrics; and describes how these reports may be used by both the service providers and funders to improve quality. view issue paper (PDF 246KB)
See related technical assistance resources:Fundamentals of Call Center Staffing and Technologies(PDF 184KB)
A Framework for Improving Tobacco Quitline Quality in North America (2009)
The purpose of this paper is to propose a framework for improving the quality of quitlines and to describe the major elements of the framework. The framework highlights the shared responsibilities of funders and service providers alike and makes recommendations that encourage collaborative efforts to move quality improvement forward.
The purpose of this paper is to provide a standard definition of "reach” and provides recommendations for standard measuring and reporting of the reach of quitline programs. Recommendations that are necessary in order to implement the standard are found in bold-print and recommendations that are viewed as important but not critical to implementation are italicized.
view issue paper (PDF 539KB)
See related technical assistance resources:
Increasing Reach of Tobacco Cessation Quitlines (PDF 166KB)
Reach Standard Calculation Implementation Guide (PDF 68KB)
Measuring Quit Rates (2009)
This paper provides a standard formula for measuring quit rates for quitline programs and recommends standard reporting methods as well. Recommendations that are necessary in order to implement the standard are found in bold-print and recommendations that are viewed as important but not critical to implementation are italicized.view issue paper (PDF 257KB)