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Evaluation of the Maine Aging - page 22 / 51

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allows the DASH to track telephone volume reports which helps strengthen DASH development and management, particularly with regard to staffing needs.

From the consumers' perspective, slightly more than half of 168 respondents report being directed to other places for more information or services, while 41% received information directly from the DASH (6% of respondents were not clear about whether they were directed to other places). For callers not able to be assisted by DASH staff, introduction of the DASH direct transfer phone capacity resulted in single call services for 40% of callers (see Chart 5: Did DASH connect you directly?).

From these data it is not possible to determine whether the remaining 55% of callers not served directly could not be transferred, or whether they preferred to hang up and make the referral call themselves. What is known is that overall, only 47 of the 182 respondents (26%) may have had to make an additional call to connect to information or services.

Responsiveness

In addition to information and call management improvements designed to streamline access, the DASH/ADRC seeks to improve the responsiveness of those providing information to consumers. Responsiveness by the DASH can best be considered through two lenses - responsiveness to individual consumer needs, and responsiveness to broader community needs

Muskie School of Public ervice                                                                                                         17

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