Porchlight - A Better Helpline: improving the effectiveness and efficiency of call response

Project Summary

Review the data produced by Porchlight’s helpline system, and advise on its use; especially to improve triaging of callers, and better match staffing to demand. 

Project Description

The first contact that most potential clients have with Porchlight is through Porchlight’s helpline (which Porchlight also operates on behalf of other homeless services in Kent). 

People call with a wide variety of needs, which can vary from routine non-urgent to high-risk, such as those who may be suicidal or at imminent risk of violence in the home.

Porchlight would like to systematically analyse the data available from the telephone system, and understand how it can be used to support planning and decision-making. In particular Porchlight would like to use the data (and if necessary collect additional data) to:

• review and improve the triage and signposting practices, to ensure that the right response service is engaged, and with the appropriate level of urgency;

• improve the match of staffing to caller demand; including understanding how operational decisions (for example introducing an extra service, or having an awareness-boosting campaign) affect numbers and types of callers, and how that can be managed.

The project could readily be undertaken by a single volunteer, but may also suit two or more volunteers working together. It may also be undertaken in stages, with data analysis as the first stage, and subsequent stages including triage and staffing taken forward in the light of that analysis.

The project will particularly suit a volunteer with experience of modelling and analysing call centre operations, but as long as the volunteer has experience of appropriate consultancy, modelling and analysis methods, specific call centre experience is not necessary. 

Location

All work can be done remotely. Porchlight is based in (and serves) Kent, and staff would welcome physical meetings with anyone based within easy travelling distance.

Commitment

Time commitment to be determined by volunteer(s) when completing detailed project scope with Porchlight.

Desired project start date

As soon as convenient, to be agreed between Porchlight and volunteer(s).

Desired project completion date

To be agreed, but significant progress by end-March 2022, to support Porchlight’s retendering for a major contract.

Apply

If you feel you are able to offer your assistance please complete the application form and return along with your CV to ProBonoOR@theorsociety.com by Monday 13 December 2021.

The OR Society fully supports equal opportunities. As such, we welcome applications from the partially sighted or blind, or those with disabilities.

Information about the organisation

Porchlight is Kent's leading homelessness charity. They work with people who are living on the streets, in supported housing and in local communities. They work with more than 9000 individuals and families every year. They help people to reach their full potential by breaking down the barriers to housing, mental and physical health, work, education, financial independence or daily living skills.

For further information about Porchlight please visit www.porchlight.org.uk

Information about Pro Bono OR

For further information about the Pro Bono OR scheme, please visit: www.theorsociety.com/Probono  or email ProBonoOR@theorsociety.com