CLM 1&2 Recipe 

1. 3 RCOs (Response Center Operators) each representing a KP group – 1) MSM/TGW, 2) FSW, 3) PLHIV)

2. Current KPAC operations is 8 hours a day (8am to 5pm), Monday to Friday.

3. 10-20 self-target/per week calls/messages received per RCO

4. KPAC-provided smart phones and phone landlines

5. Social media accounts (FB Page, FB Messenger, WhatsApp)

6. Availability to receive calls/messages anywhere, any hour, anytime

7. SOPs (Standard Operating Procedures)

8. Updated Profile/Directory of Facilities for referrals

9. NRC Daily Operators Call Log Book

10. KPAC Referral Pathway Flow

11. KPAC Response Center Call Registry

12. NRC Supervisor Log Summary

13. Weekly meetings between 3 RCOs and Supervisors

Step 1 Prepare the CLM tools/forms, mobile phone and venue for receiving the call/message

Step 2 Receive a Call or Message. The RCOs receive incoming calls or messages from various sources, including the National Response Center phone number (mobile or landline) and social media platforms such as WhatsApp, Facebook Page, and Facebook Messenger.

Step 3 Use the CLM 1 Tool - Response Center Issue Documentation Form. The RCOs utilize the CLM 1 Tool - Response Center Issue Documentation Form (latest is v.1.0 2022.05.19) as a template during the call or message handling process. This form serves as a standardized tool to record essential details of the interactions.

Step 4 Fill out the Form. The RCOs complete the fields in the Response Center Issue Documentation Form based on the information provided by the caller/message sender or available through the conversation. They enter details such as their own name as the operator, the date and time of the call, the duration of the call, and the caller's information, as relevant.

Step 5 Capture Caller/Message Sender Information. The RCOs record relevant details about the caller/message sender including the caller's name (if consent is given), sex (male, female, or prefer not to say), age and/or age range (categorized in groups such as less than 12,… over 45), and the location of the caller/message sender.

Step 6 Document Issue Category. The RCOs select the appropriate issue category that best represents the subject matter of the call, such as HIV, STI, TB, GBV, COVID-19, or other relevant categories. This helps in categorizing and organizing the collected data for further analysis.

Step 7 Record Additional Remarks. The form may include a section for additional remarks, allowing RCOs to provide any pertinent information or details that are not covered by the predefined fields.

Step 8 Document Actions Taken. RCOs note down the actions they took during the call or message handling process, such as providing information, offering support, or referring the caller to relevant resources or services.

Step 9 Note Follow-up Actions. If there are any follow-up actions required, the RCOs document them in the form. These actions may include scheduling a callback, notifying other departments or organizations, or providing guidance to the caller.

Step 10 Submit to Supervisor. After completing the Response Center Issue Documentation Form, the RCOs submit the filled-out form to their supervisor for quality checking and further processing.

Source: CLM Documentation Report, June 2023

KPAC CLM 1 and 2 Results (2023)

• Total of 77 calls/messages were handled from January to March 2023, indicating active engagement with KP communities and their willingness to seek information and support from the NRC.

• Average monthly volume of 26 calls/messages, demonstrating consistent engagement and accessibility of the NRC.

• Over 80% of inquiries were related to HIV and STI issues, including testing locations, treatment access, and prevention resources like condoms, lubricants, and PrEP. 

• Successful referrals for all clients to their chosen clinics. 

Source: CLM Documentation Report, June 2023

1. Lack of clear distinction between CLM 1 and CLM 2 data due to the absence of separate forms for each phase.

2. Limited awareness among Key Populations (KPs) about the roles of the NRC and RCOs, resulting in the underutilization of NRC as an information source and referral venue.

3. Underutilization of CLM 3 (Exit Interview) and CLM 4 (Community Forums) for promoting CLM 1 and 2, failing to effectively market the NRC and KPAC's social media platforms.

4. Absence of targeted Information, Education, and Communication (IEC) materials for promoting the NRC and providing content for social media platforms, including repackaging RCOs' business cards for promotion.

5. Challenge of limited access to mobile phones and affordability of top-ups for calls and messages, potentially hindering KP communities from seeking services due to communication barriers.

6. Lack of a comprehensive communication plan for marketing and advertising CLM 1 and 2, resulting in the underutilization of their potential outreach to KP groups.

7. RCOs require skills enhancement in communication, client service orientation, basic counseling, and problem-solving.

8. Absence of supervisors from the KP community who understand the unique needs and challenges of KP groups, hindering valuable guidance and support to RCOs.

Source: CLM Documentation Report, June 2023

The Tools

1. Call Log Book for Response Center Operators. Version 6.0.ED.BL.6.06.23. [excel].

2. Daily Log by RCO. Version 1.0.2023.01.31 [word].

3. CLM 1 Supervisor Summary Logbook. [word].

4. Response Center Issue Documentation Form. v.1.0.  2022.05.19. [word].

5. Call or Chat Simulation Tool. v.1. 2022.05.16. [word].

Descriptions (Annotated Bibliography)

Data Collection Tools

KPAC. (2023). CLM 1 Call Log Book for Response Center Operators. Version 6.0.ED.BL.6.06.23. [excel].

  https://www.kpacpng.org/elibrary.

CLM 1 of KPAC is termed the National Response Center (NRC), a virtual space that is open seven days a week and managed by KP operators (who reports to the KPAC NRC Mondays to Fridays, 8am to 5pm). The initial operation of NRC was done during the period of January to March 2023.  One of the tools being used in CLM 1 is the KPAC Response Center Operators Call Log Book, Version 6 that contains master control numbers, instrument code numbers, number identification of the caller, date of the call and how a call was made. Basic information about the caller’s contact number, time of call, caller name, KP group, sex and age are part of the form. Key data that are collected through CLM 1 include the main services and other services availed during the call. Issue documentation is a major component of the tool, which is useful in tracking the issues that were raised by the callers to the Response Center Operators (RCOs), particularly the actions done and the outcomes of the calls to NRC (whether positive or negative).

---. (2023). CLM 1 Tool – Daily Log by RCO. Version 1.0.2023.01.31 [word].

  https://www.kpacpng.org/elibrary.

The Daily Log by RCO is a form to enter all the successful interviews/calls/messages conducted by the RCOs (approached and finished). The RCOs are instructed to update this log after each interview is done and instrument has been reviewed for completeness and accuracy. Data entries include the master control number, instrument code, date, time of interview, and demographic data (sex, age and KP group). The RCO has to indicate whether the data are complete and accurate during the Team Leader (TL) status check. The Supervisor will then do a final check with the TL. A separate column for Notes is also included in the form to indicate observations or remarks from the RCO, TL and Supervisor.

---. (2023). CLM 1 Supervisor Summary Logbook. [word].

  https://www.kpacpng.org/elibrary.

The CLM 1 Supervisor Summary Logbook tabulates the total number of clients interviewed and finished by each RCO in the NRC. The name of the RCO, date, supervisor check status and notes are indicated in the form. Once the entries have been checked with the RCO for completeness and accuracy, the supervisor will sign the form with the date in the log details. This tool helps the supervisor in tracking the performance of the RCO vis a vis the quantity and quality of the calls received in the NRC. It also facilitates discussion of ways to improve the operation and services of NRC.

---. (2022).  CLM I Tool - Response Center Issue Documentation Form. v.1.0.  2022.05.19. [word].

https://www.kpacpng.org/elibrary.

The  data entries in this Issue Documentation Form specify the profile of the caller (name,  sex,  age, location of caller,  location of residence, and phone contact of the caller).   Sections on: i) the issue raised during the call  (related to HIV, STI,  TB, GBV,  COVID-19 and others),  ii) actions taken  by the RCO, and iii)  actions taken to do follow up  are contained in the form. These data are filled-up by the RCOs and discussed with their supervisor during the weekly meetings.

---. (2022). CLM 1 Call or Chat Simulation Tool. v.1. 2022.05.16. [word].

  https://www.kpacpng.org/elibrary.

This Telephone Simulation-Issue Documentation tool prepares the RCOs on how to receive the call and manage the conversation with the caller. As a practice-tool, it starts with pointers on how to greet or welcome the caller and establish his/her profile, including confirmation that the phone number being used will be the ones that RCO will contact to provide assistance to the caller. Through this tool, techniques are simulated on issue identification, prioritization of issues for urgent action, giving of advice/basic counseling to the caller, and gathering of after service feedback.

Training Tools

KPAC. (2023). CLM 1 & 2 – Refresher Training # 1 - Drill #1 Workshop. Annotated Program. 23.04.01. [word].

The annotated program was developed for the refresher training on CLM 1 and 2 conducted on April 4, 2023. In this program, details on the schedule, activities, process, lead facilitator, target outputs and required materials/equipment are described. The main activities are focused on introduction of CLM, CLM 1 and 2 tools, how KPAC intend to set up CLM1 and CLM2 in Port Moresby and other provincial centers, and sharing and learning experiences from other Helpline/Toll free system in PNG and Philippines (Virtual). The workshop also include discussion of options/suggestions is best available or viable for KPAC to integrate into CLM 1 and CLM2. -group discussion points, group presentations for CLM 1 and 2, and reflection session on CLM and the tools for CLM 1 and 2. Overall, the workshop sought to increase participants’ awareness of CLM and to refine CLM 1 and 2 tools.

Source:
CLM Documentation Report, June 2023
CLM Documentation Annotated Libray, June 2023