analysis.

Response of Suffolk County is a crisis intervention hotline consisting of dedicated telephone counselors offering support to those experiencing difficult and often tragic situations such as grief, substance abuse, economic hardship, and health problems.

Response was in need of a way to collect the information obtained in these calls in order to report results to their funding sources, discover trends in their call data, and protect their data in the event of a physical disaster.

Prior to CMA, counselors checked off various categories (substance abuse, grief, anxiety, etc.) on index cards. This information was later manually entered into a spreadsheet that would produce monthly and annual reports. This painstaking data-entry process was time consuming, and yielded aggregate data of the highest level (geographic breakdown, number of calls, age brackets, etc). It was impossible to keep costs down because new cards had to be printed every time a new category was added. More importantly, in the event of a physical disaster, the organization’s data would have been lost.

CMA automated the card entry process, allowing counselors to complete a computerized card with just a few clicks of a mouse, along with their narrative of the call. Counselors can review their completed cards, save incomplete cards for later, and indicate that post-call follow-up is needed.

CMA’s statistical reporting system is second to none. Response can now find out specific requests such as “the number of males between the ages of 16 and 20, experiencing depression in the Town of Babylon, who called in the past 30 days.” This type of analysis and ad-hoc reporting has prepared Response for any possible data request that may arise. Request information on CMA.

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