Evaluation findings

Tradie Carpenter

The Reading Writing Hotline has been providing a service to adult Australians since 1994. The most recent evaluation of the Hotline has shown that most callers who are able to act upon the information provided by the Hotline found that ‘calling the Hotline had been a positive experience’. The teachers staffing the Hotline were ‘clear and easy to understand’ and ‘took time to explain information clearly and carefully’.

Ninety per cent (90%) of callers interviewed ‘agreed that they would recommend the Hotline to others’.

The majority of calls to the Hotline are made to assist the individual to improve their own reading or writing skills.

Several improvement projects and an internal review of the Hotline service have led to improved efficiency of the service including:

Calls to the Hotline 2012-2016  (Note: this graph is based on July 2016 data however 2016 year-to-date data has calls at 3827 and expected to exceed 4000 calls by 31 December).

Calls to the Hotline 2012-2016
(Note: this graph is based on July 2016 data however 2016 year-to-date data has calls at 3827 and expected to exceed 4000 calls by 31 December).

  • a move away from a call centre model with the recruitment of specialised adult literacy teachers and a manager to the Hotline rather than customer service operator
  • targeting Aboriginal and Torres Strait Islander communities, Culturally and Linguistically Diverse (CALD) communities and industry market segments to increase the reach of the Hotline
  • reaching out to training providers by developing a regular e-newsletter and annual survey
  • setting standards for inclusion on the training provider database
  • improving the website content and navigation.
  • measuring what we do through ongoing evaluation.

Website analytics show that there have been 3694 sessions (visits) recorded to the re-vamped website in a two month review period.

Thank you to the 146 training providers who participated in our evaluation process in early 2016. A new survey will be sent in April 2017 to follow up on your insights and issues.