Plunket Line

PlunketLine 

Thanks to Elaine Macfarlane and her team for providing this profile. 


















Please provide us with a brief overview of how your centre is structured and the main call types the centre receives?

PlunketLine opened in 1994 and is a core component of the Plunket well child service. The telephone service complements the face to face service delivered in the community and thanks to a special grant by Government is now a 24/7 service. Plunket, has in the past with some assistance from sponsors, raised funds to ensure the service was kept operational. 

PlunketLine is an inbound call centre staffed by Plunket Nurses who are registered nurses with additional qualifications and experience. PlunketLine has a wide area network between five locations nationwide via a Citrix server farm, with calls delivered via VoIP. This existing environment was leveraged to enable nurses to telework overnight via the internet. 

The addition of a software phone enabled VoIP content to be redirected via a Citrix application to any standard landline anywhere in the country. Calls can be handled live, or depending on call flows, put on a priority queue for callback.

The main types of calls are for advice on parenting practices, child health and behaviour, nutrition, breastfeeding and health service information.

What is the overriding vision that drives your team?

Together, the best start for every child.

Ma te mahi ngatahi, e puawai ai a tatou tamariki

PlunketLine staff are passionate about providing families with information and support when they need it.

What are some of main values you and your staff live by?

Trust – Te Aroha
Quality of Service – Te Ünga
Inclusiveness – Te Mahinga tahi
Commitment – Te Tautukung

Working in partnership with families using a strengths based approach.

Staff are committed to delivering a high quality service and meet client needs.


What are the main challenges you are facing this year?

Plunket worked hard to move the service to 24/7 within the five week period stipulated under the Government's special grant. This included establishing a new service overnight mainly by home-based staff.  

Other challenges are the development of a new CRM and the integration of other software applications needed; upcoming move early-2010 into new premises of National Office which includes one call centre; steady growth; new channels being explored; current government funding finishes 31 March 2010.

What systems or initiatives have you implemented that are delivering the best results for you right now?

Accredited  by Quality Improvement Council (Vic)  for Te Wana Quality Programme
Teleworking  - gives flexibility
Business analyst reporting  and CMS designer reports
In house IT support and commitment
Vendor support and advice
Induction and preceptoring programme

General information

  • Seats: 26
  • Staff numbers: (back office, admin staff etc) 3 FTE mgmt; 1.5 admin; 36 Plunket Nurses (18 FTE) in 5 locations
  • Induction training length: 3 weeks for experienced Plunket Nurse
  • Ratio, inbound and outbound: 99% inbound
  • Call volumes:  90,000pa
  • Average talk time: 13 minutes (includes wrap time)
  • Service level or grade of service or KPIs: Internal KPIs 90,000 calls and abandonment rate < 10% reducing to <5% by 30 June 2010
  • Hours of operation: 24/7
  • Technology used
    • Phone system - Avaya with CCE (Agile)
    • Call recording - NICE (Agile)
    • WFM - none
    • CRM – iMIS (ASI)– However Avion Software are developing a new CRM incorporating an addressing model developed by e Spatial (Wellington)
    • Call routing software -  CCE  (from Agile)
    • Decision support  system (triage) - CAS (Clinical Solutions)
    • On line manual (supporting evidence based practice)