Our new CIH research process is in full swing – a reminder about how important it is to make the contacts requested in the monthly research reminder emails that coordinators receive at the beginning of each month. If you find a family has moved we would still like to try and keep in contact with them (unless they have gone overseas or have explicitly declined to participate in the survey process). The time allowance we have made for you to make contact at each 3-month point is summarised below, so please don’t give up after a single email, text or phone call. We expect that the 12-month survey will require a visit to complete the survey, but the 6-month one can be conducted by phone.
|3 month contact
||Confirm contact details for family and alternates; record children’s names and year levels in research database
|6 month survey
||Phone or face-to-face visit to complete short survey on children’s use of internet at home and at school
|9 month contact
||Contact to reconfirm address and phone details
|12 month survey
||Family visit to complete 12-month follow-up survey
|15 month contact
||Contact to reconfirm family address and phone details
|18 month survey
||Family visit to complete 18-month follow-up survey
A reminder about our processes for the 12-month survey; this is the most critical one – we have allowed 3 hours of time for you to get this completed, which we expect to involve a visit to the family. As discussed in Whangarei you can provide families with a $50 Warehouse voucher by way of appreciation for their time in completing the survey. While there are small numbers, it is probably easiest for you to purchase these vouchers, as you need them and then claim reimbursement when you submit your research invoice.
Bulk-funded CIH partners have a funding provision in their contracts for the time involved in collecting the surveys, but no specific allowance for the vouchers. We expect that there is sufficient flexibility in these contracts to cover the cost of the vouchers.
Hard copies of the new surveys (pre-graduation and 12-month) can be downloaded from the secure area of the CIH website, or accessed online from the following links:
Most coordinators (if not all) will have received a research “reminder” email by now. This is in line with our new research approach discussed at NCCG last week. The letters relate to survey ‘contacts’ required for June 2016 for 2015-16 families. Barbara is revising the 12-month survey, but I doubt if any 12-month surveys for 2015-16 families will be due in June; she will have this uploaded by the time you need it. The 3-month, 6-month and 9-month ‘surveys’ are mainly intended as a simple point of contact to ensure the google doc contact details are up to date and check out ‘how things are going’ with the family. We expect you to mark up the master Research google doc with the dates when these contacts are made: columns BT, BV, etc.
For the first contact can you also check that the alternate person contact details are correct (columns BJ – BO) and try and secure a second alternative contact (columns BP-BR).
Some of the data fields are locked to prevent accidental changes, but you will be able to edit contact details such as address, email and phone. Use the notes column to record anything special.
If for any reason you are unable to make contact within 7 days of the specified date, or you know the person has moved, please alert me and we will replace that person with another one selected at random (who may or may not be in your region).
Any questions or comments, please get back to Barbara or me. We are using the month of June as a bit of a test, but also an opportunity to lock down the families we have identified from the 2015-16 cohort. 2016-17 contracts with delivery partners and contractors will be revised accordingly, but we expect rejuvenation funding already budgeted for 2015-16 families to support this new activity.
Coordinators will recall Sylvia’s presentation on Toggl at our Nelson hui. I have been meaning to post the outcome from the discussion following her presentation about a sensible set of ‘project’ categories for you to use to monitor your lives and find out where all the time goes. It would also be really useful feedback for us when we try and scale the coordinator and delivery partner roles and develop new support roles. So if anyone has joined the Toggl world, please feel free to share your reports with us. I am not so interested in week-by-week reports as I know your workloads fluctuate wildly, but what would be good is a three or six month report.
The categories agreed were:
- Finance Related
- General Admin
- Media and Community Liaison
- Meetings (incl NCCG)
- Net Sign Ups
- Reporting (incl surveys)
- School Liaison (incl Graduations)
- Stepping UP
- Technical Admin (Ordering, fixing etc)
- Training Set Up
While we are trying to centralise the management of the 12-month internet transition process, we still need the help of coordinators. Our first couple of months trialing our new processes have not been as successful as we had hoped. In fact, to be honest, we are not doing as well as when coordinators were handling the process on their own! The first few weeks of April have been a shocker with most families reaching the critical 12-month date without completing the necessary documentation to retain their connection.
Kristina and I reviewed our processes today and we think the problem is not as much about the new processes, it is just that they are not being operationalised as we had expected. So to recap, this is how it is supposed to work:
- Step 1 (Last day of the month): CIH google docs are consolidated and sorted by date order
- Step 2 (by 10th day of the month): Letters and financial statements are sent by physical post to all families reaching the 12-month termination point during the subsequent month, with an email copy to the relevant coordinator (Update note: from April 2016, this is now being sent as an attached file rather than embedded in the email, making it easier for coordinators to print out and re-send or hand deliver when families ‘lose or misplace’ the copy sent by post):
- Each letter has a partially-completed 2degrees Direct Debit form and a partially completed 2degrees AP form, as well as a stamped addressed return envelope;
- Families are asked to return the Direct Debit form to Kristina in the stamped addressed envelope and take the AP form to their bank if they wish to continue with weekly or fortnightly payments;
- A date for returning the DD form is clearly stated; this is 10 days before the termination date;
- Kristina marks up the Transition Google Doc as DD forms are received and records the date they are scanned and sent to 2degrees.
- New Step 3 (by 20th day of the month): Coordinators make contact with each family to make sure they have received the letter and DD form and understand what they need to do by when. (Thanks Sue D for the suggestion)
- Step 4 (10 days before the termination date): If DD forms are not returned by the due date, Kristina makes an effort to contact the family and records the outcome in the Transition Google Doc. If she is unable to make contact she requests the assistance of the CIH coordinator.
- Step 5 (no later than 5 days before the termination date): Coordinators are expected to use their local networks to contact the family and assist them return the DD form to Kristina no later than the termination date.
- Step 6 (at the termination date): families who have not completed and returned a DD form will be disconnected.
Some families have complained about never receiving the termination letter, possibly because they have changed their postal address. It is the responsibility of coordinators to mark up address and other contact details in the master google doc progressively throughout the year, so that the contact information is accurate at the time the letters are sent.
All coordinators also have access to the transition document; while we are trying to centralise the transition process, we would appreciate the support of coordinators to take a note of their families reaching the 12-month mark (a good time to check is around the 10th day of every month or when you receive copies of the letters to families) and provide whatever assistance they can to Kristina to help with this process. It is so disappointing to have to terminate the internet connection, especially for families who have never missed a payment, just because we can’t contact them or they can’t contact us.
Some questions from Sylvia and my responses:
- Question: I’m trying doing it without a WoF. Can I confirm that the budget is $50/survey? Can we spend any extra on incentives? Like could we offer that we send a $20 petrol voucher if they fill it in?
Answer: Budget is $45 (+GST if registered) for each completed survey. For 2014-15 families (and earlier) there is also budget for WOFs, but if you are not doing these then you are welcome to try incentives along the lines you have suggested to encourage responses (but be careful about setting precedences as this budget is not available for 2015-16 families when they become due for rejuvenations (post July 2016)
- I am hiring someone to help with this. Do I need a contract with him? Assuming so!
Answer: Yes, you have assumed correctly. We need documentation in the form of our one page contracts for everyone that we pay (similar to trainers and techs).
- How far back should he go? There are people in the 13-14 year who haven’t been contacted. Should he contact them too?
Answer: You are welcome to pursue families from 2013-14.