Quality Assurance

Every call made to the National Support Line is recorded for training and quality purposes (callers are informed of this when they call the line). We now have a process in place to utilise this.  

The Operational Support Team (OST) will assess operator calls in conjunction with call quality guidelines and will provide operators with feedback following the review of a call.  

OST, Volunteer Management & NSL supervisors will work together to share good practice and develop training to continuously support operators.