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									University of Minnesota                                                                                                                  Service Details – Phone
Health Survey Research Center – HSRC
School of Public Health


1. Service Description
    HSRC offers phone interviewing data collection, recruitment and/or scheduling phone services as stand alone projects or in
conjunction with other data collection modes, e.g. Internet and/or mail. The HSRC staff has several years of experience handling
phone interviewing data collection utilizing a variety of tools and techniques. Our phone interviews vary from brief, 2-3 minute
phone follow-ups to more extensive, 1-2 hour-long survey interviews. Pone interviews are completed on paper surveys or with
Computer Assisted Telephone Interviewing (CATI) technology. The Internet-based survey tool we use for data collection can also
be used by our staff to complete phone interviews.

     We work hard to meet the needs and adjust to the time constraints of our participants. Therefore, we conduct phone interviews
7 days a week at times ranging from 7am to 9pm. We offer appointments and also conduct on-the-spot phone interviews.
Additionally, we are happy to break the phone interviews into smaller time segments, as participants may request or require.
Flexibility and convenience help us to maximize the number of participants we reach and the number of phone interviews we
complete. Our interviewers are trained on all interviewing tools and technology as well as study-specific survey protocol. Consistent
quality checks ensure adherence to all study protocol and provide opportunity for constructive feedback.


2. Form Instructions
     The purpose of this form is to help you get started thinking through your study/project and identify your HSRC service needs.
Items addressed are the ones that primarily impact your study/project cost and items HSRC will ask for in order to give you an
estimate of cost. In addition, the form provides you with information about HSRC services, procedures, and terminology.
     One of HSRC’s strengths is our flexibility to provide tailored services for different study design needs. With an endless variety
of study designs it is, however, not always easy to identify the details needed to calculate a cost estimate. We are happy to
schedule a meeting with you to talk about your study/project. The questions addressed here will help you and HSRC prepare for
that meeting. We do understand that the form is complex and long. Answer as many items as you can with your exact information
or your best estimate. The more information you give us the more prepared we are to quickly and accurately assemble an estimate
of cost. Remember to attach any related documents that may help us understand your study and service needs.

    To schedule a meeting and/or to send us a completed form, please email hsrc@umn.edu or the HSRC contact you are
working with. Send us any related documents, e.g. your instrument(s) that may help us understand your study and service needs. If
you are interested in additional HSRC services or are planning to collect your data using two or more modes, i.e. mail, phone,
and/or Internet, please fill out our Service Details – Mixed Mode form. You can find more information about our services and other
Service Details forms at our web page www.sph.umn.edu/hsrc.

     This is a Word document that you can save to your computer. You may write your answers as free text in the tables and below
each question. Feel free to enhance your text using color/bold/italic/CAPS or other font features to separate your responses from
the form.


3. Client & Project Information

  Project/study name & acronym:
  Is this project/study already funded?
  What are your funding limits for this work?
  Client (Principal Investigator) name:
  Client affiliation/organization:
  Client phone:
  Client email:
  Name of person making request if other than client:
  Other client contact role on project/study:
  Other client contact phone:
  Other client contact email:
  Date form prepared:
  Date form received by HSRC:                                                      HSRC staff will complete


4. Question & Answer

Table of Contents
A.   Planned Timeframe ................................................................................................................................................................... 2
B.   Data Collection - Phone ............................................................................................................................................................ 2
C.   Instrument(s) ............................................................................................................................................................................. 3

SvsDetails-Phone                                                                                                                                                              Page 1 of 7
March 2010
University of Minnesota                                                                                                                    Service Details – Phone
Health Survey Research Center – HSRC
School of Public Health

D.    Instrument(s) Pre-test................................................................................................................................................................ 4
E.    Sample ...................................................................................................................................................................................... 5
F.    Electronic Log............................................................................................................................................................................ 6
G.    Participant Tracking................................................................................................................................................................... 6
H.    Incentive .................................................................................................................................................................................... 7
I.    Additional Information................................................................................................................................................................ 7


A.   Planned Timeframe
     For a phone survey project it takes an average of 2-3 months to work out the details before we can start collecting the data.
We call the time to work out the details design and development, and the time to collect the data fielding or implementation. Typical
tasks in design and development are developing instruments and protocols, programming the electronic interviewing tool, training
interviewers, etc.

     1.   When are you ready to start working with HSRC on the design and development tasks?


     2.   What is your planned timeframe for the fielding? List your planned start and end dates. If you have several rounds of data
          collection, i.e. follow-ups, list the start and end dates for each round.


     3.   What is your desired date to receive the final dataset?


     4.   In order to break up the cost estimate per study year, list your planned study funding years by month and year.

          Example:
          YR1: April 2010 – March 2011
          YR2: April 2011 – March 2012


     5.   What is your desired date for the HSRC estimate?
          Note: We handle many requests each week, so allow approximately two weeks for the estimating process. Requests are
          handled on a first-come-first-served basis.


     6.   If this is an estimate for a grant proposal list your:
            a) Internal budget deadline
            b) Submission date


B.   Data Collection - Phone


     1.   Check all that apply of the below calling/interviewing options and, as applicable, describe the type of calls you would like
          HSRC to handle.

            a) Recruitment / initial call - if separate from the actual phone interview or prior to a mailing/Internet survey.
            b) Phone interview – call to complete interview over the phone, can include recruitment script.
            c) Reminder calls - remind respondent to complete and return survey/material, and ask if material can be re-sent.
            d) Phone follow-up calls - calls to mail/Internet non-responders with option to complete interview over phone.
            e) Call-backs - clarifying unclear answers on mail or Internet surveys or after phone interviews.
            f) Confirmation calls - to confirm/verify new contact information found through our electronic tracking tools.
            g) Scheduling calls - to schedule e.g. clinic visit with participants.
            h) Responding to call-ins when e.g. recruitment through advertisement.
            i) Medical Record request follow-up calls - after initial request has been made through the mail.
            Describe:



     2.   If you would like HSRC to conduct phone interviews, list the approximate length (best guess) of the phone interview on
          average.


SvsDetails-Phone                                                                                                                                                                 Page 2 of 7
March 2010
University of Minnesota                                                                         Service Details – Phone
Health Survey Research Center – HSRC
School of Public Health


     3.   Do you have a preference for the tool used to record the data during phone interviewing, i.e. paper or electronically using
          CATI (Computer Assisted Telephone Interviewing).
          Note: If you are e.g. considering Internet surveying with a phone follow-up, the same tool could be used to collect
          information for both modes. Once details about the instrument are determined the modifications needed for this approach
          can be assessed by HSRC data experts.


     4.   Do you have a preference/limit for how many contact attempts we are to make, on average, per participant?
          Note: HSRC recommends between 3-10 call/contact attempts per participant per data collection time depending on the
          character of your population, study design and cost limitations. The number will be used as a general average by our
          experienced interviewers assessing the calling on a case by case basis. Different attempt limits can be used for different
          type of calls, e.g. 10 recruitment call attempts vs. 3 reminder call attempts.


     5.   What proportion of all calls do you estimate to be long distance calls?
          Note: Keeping in mind that the cell-phone users in your population might have a plan from a different state.


     6.   Would you like a quality control supervisor review interview verbatim notes on “other: specify” and open-ended questions
          and compare with responses recorded by interviewer?
          Note: All interviewers are supervised and complete an extensive (25+ hours) of general training and certification
          interviews as well as complete a training tailored to your project/study needs.


     7.   If yes to above, for cost efficiency HSRC recommends that only a portion of interviewer’s verbatim notes are reviewed and
          compared to the answer recorded by the interviewers such as 1 out of 20 completed phone interviews or 1 out of 50, etc.
          Which would you prefer for your study?


     8.   Considering the number of data collection periods (baseline, follow-up, if applicable) and/or if the fielding period lasts
          several months you may want some preliminary/interim data files sent. How many times do you want the data file sent to
          you, including the final data set?


C.   Instrument(s)

     Please send a copy of the latest instrument version(s) to HSRC along with answering the questions below. If you are
     still developing your instrument(s), please answer the below questions to your best ability and send us any draft(s)
     you have.


     1.   Do you have the instrument(s) written that you intend to use in your project/study?


     2.   Would you like instrument design consultation on any of the following? (Check all that apply.)
           a) Wording of question items
           b) Ordering of question items
           c) Answer options
           d) Introduction/conclusion statement/script
           e) Invitation text
           f) Reminder text
           g) Thank-you text
           h) Other


     3.   If you would like instrument design consultation, please describe your consultation need and how you would like to
          receive the service (feedback in meetings, or written via electronic/paper copies).


     4.   Would you like HSRC to provide instrument/forms formatting services or for HSRC to train your staff to do so?
          Note: For time and cost efficiency HSRC recommends that, prior to data collection, each instrument/form is formatted
          according to normal survey practice standards used by HSRC. Forms-formatting refers to the technical expansion of the


SvsDetails-Phone                                                                                                         Page 3 of 7
March 2010
University of Minnesota                                                                           Service Details – Phone
Health Survey Research Center – HSRC
School of Public Health

          design to edit question layout in Microsoft Word adding data values and data columns. Pre-coded numeric data values
          identify answer categories and should appear adjacent to each answer option. Data columns are numeric locations of
          each question-answer variable in the data file and are marked on the form in the right-hand margin. The answer
          categories and data columns are added electronically so that they are on all the forms that are administered to
          participants. Data answer categories should appear in a clearly visible font size for accurate data entry; data columns may
          appear in a tiny font size for reference as necessary. The client is responsible for proofing and approving the final version.


     5.   Would you like HSRC to assist with your ID design, assigning unique numeric codes to each participant?


     6.   What type of data collection instrument(s) are you planning on using e.g. questionnaires/surveys, medical records or other
          extraction forms?


     7.   Does your study involve different questionnaires or forms for different parts of your sample, e.g. parent and child, or
          graduate and undergraduate student? Describe.


     8.   Does your study involve different questionnaires or forms for different time points of your study, e.g. baseline and follow-
          up? Describe.
          Note: You can describe changes to the questionnaires as the number of questions or a percentage (%) of the
          questionnaire to be changed along with a description of the type of changes you plan to make.


     9.   If other than English, list the languages you plan on collecting data in.
          Note: Our services are limited beyond English and Spanish. Some languages will require additional time to hire staff;
          other languages are not available.


     10. If you plan on surveying Spanish speaking participants, would you like HSRC to sub-contract for Spanish translation
         services for your instrument(s) and other text, e.g. phone scripts, invitation letter text, or do you plan on handling this part
         yourself?
         Note: We can also give you a referral upon request.



          If you are still developing and/or unable to send us a copy of your instrument(s) please, answer the below (Q11 -
          Q14) questions to your best ability.

     11. How many total questions does each instrument have?
         Note: Remember to include all question variables, i.e. if questions have multiple subparts 1a, 1b, 1c, count each subpart
         as “one” question. If your instrument is not written yet, give your best estimate on how many total questions you anticipate
         or a range, e.g. <50, 51-100, 101-200, 201-300, >300. If you are familiar with the term data columns you may also list the
         size of your instrument(s) as total data columns.


     12. How many of the total questions are the following type of questions?
         Note: If you have multiple instruments please include information for each one. If your instrument is not written yet, list
         your best guess on how many you anticipate including.
          a) Short answers, e.g. “Other: specify” or contact information:
          b) Open-ended, more than 15 characters recorded:


     13. How many dependency skips (“if __, then go to question #__”) do you have or anticipate having in your instrument?
         Note: Dependency skips are often used in screeners.


     14. Describe and list your estimated number of graphics anticipated or required, e.g. study logo, illustrations or pictures to
         clarify questions.


D.   Instrument(s) Pre-test


SvsDetails-Phone                                                                                                            Page 4 of 7
March 2010
University of Minnesota                                                                          Service Details – Phone
Health Survey Research Center – HSRC
School of Public Health

     1.   Would you like HSRC to test the procedure and questions responses on test participants?


     2.   If you would like HSRC to conduct a pre-test(s), specify:
            a) Mode (mail/email/phone)
            b) Desired number of pre-test rounds
            c) Starting number of participants per round
            d) Desired number of completed surveys per round

          Note: HSRC recommends 1-2 pre-testing rounds with 5-15 participants of any instrument that has not been used in
          previous research. HSRC assumes the client will provide the pre-test sample and assess the number of pre-test
          participants according to study needs. If pre-test surveys are sent over the Internet the client is responsible for securing
          project pre-test email addresses.


E.   Sample

     1.   What is your target starting sample size? If you have different participants groups, specify the number for each group as
          applicable, e.g. children and adults, English and Spanish speakers, smokers and non-smokers.


     2.   How do you plan to obtain your sample? Describe where your sample comes from.


     3.   Would you like HSRC to handle any tasks with drawing the sample, e.g. dividing sample into subgroups, selecting the
          sample from a pool based on exclusion/inclusion criteria? Describe.


     4.   Describe any information you know about the sample you are providing HSRC, such as the approximate percentage of
          women and men, language distribution, race distribution, age distribution, proportion of cases vs. controls, and/or other
          sample characteristics and their distributions.


     5.   How will the sample be provided to HSRC, e.g. in electronic form (Excel) over secure email or delivered on a CD?


     6.   What does the sample include? (Check all that apply.)
           a) First Name
           b) Last Name
           c) Address (Home/Work)
           d) Phone Number (Home/Work)
           e) Cell Phone Number
           f) Fax Number (Home/Work)
           g) Email
           h) Social Security Number (SSN#)
           i) Date of Birth (DOB)
           j) Relative Contact Information
           k) Other Contact Information
           l) Race
           m) Gender
           n) Title (e.g. Commissioner, Police Chief, Sheriff)
           o) Other


     7.   Would HSRC receive the sample all at one time or several times? If several times, please specify how often (e.g. weekly,
          monthly, number of times total).


     8.   Would HSRC receive any sample updates (e.g. address updates) throughout the project? Please specify the number of
          times total.




SvsDetails-Phone                                                                                                           Page 5 of 7
March 2010
University of Minnesota                                                                          Service Details – Phone
Health Survey Research Center – HSRC
School of Public Health

     9.   What is your planned final target response rate and/or target number of completed questionnaires/interviews? If you have
          different participant groups specify the number for each group.


     10. What is your planned target response rate for each time the participant is contacted? List the initial starting number and
         estimated response rates and/or completed numbers for each contact per round. If you have several rounds, specify each
         round separately.
         Note: The type of contact can vary by study design.

            Example:
             Baseline:                   Response Rate (RR)         Number of participants (n)
             Initial starting number             -                 1,000
             Recruitment call                  50%                 500 (1,000*0.5)
             Interview                         40%                 200 (1,000-500*0.4)
             TOTAL COMPLETED                   70%                 700 (500+200)

             Follow-up 6 months          Response Rate (RR)        Number of participants (n)
             Initial starting number             -                 700
             Recruitment call                   etc.
             Interview
             TOTAL COMPLETED


     11. If the respondent is unavailable or refuses, can the interview be completed by someone else in their household or office,
         e.g. spouse, sibling, department, organization, coalition, city council?


     12. Can the interview be completed by several people or only one?


     13. If the interview can be completed by someone else, please specify how many other respondents we are to attempt to call
         before closing out the case and how often you will be providing a replacement sample, e.g. weekly, monthly?


     14. Does any of the data and materials you expect HSRC to handle meet the definition of non-public data (includes
         information such as social security number, private health information, and date of birth.)? Please describe any data
         security and anonymity needs for how HSRC handles the sample.


F.   Electronic Log

     1.   Would you like HSRC to design, program, and maintain an electronic log that tracks participants throughout the
          study/project tasks or do you plan on designing, programming, and maintaining your own log?


     2.   If you would like HSRC to provide electronic log services, would your study staff need access to the log at any point of the
          study/project? Describe the type of tasks your staff would use the log for and the number of people that need access.


     3.   If you plan on designing, programming, and maintain your own log, would HSRC staff be able to access to the log?
          If yes, briefly describe the electronic log and how it is or will be made available to users, e.g. “A FileMaker Pro 7.0
          database hosted on the Epi FileMaker server”, or “a Microsoft Access 2007 database on an AHC-IS server” or “a
          Microsoft Excel spreadsheet on the EPI shared drive”.


G. Participant Tracking

     4.   Would you like HSRC to attempt to locate new phone numbers, using our electronic tracking tools, for a participant if we
          encounter incorrect information while conducting the calls?


     5.   If you anticipate a large number of incorrect contact information in your sample please describe why.


SvsDetails-Phone                                                                                                          Page 6 of 7
March 2010
University of Minnesota                                                                        Service Details – Phone
Health Survey Research Center – HSRC
School of Public Health


     6.   Would you like HSRC to handle any tasks related to participant retention, i.e. follow-up/reminder calls in-between follow-
          up rounds to catch incorrect phone numbers and tracking participants with incorrect contact information using our
          electronic tracking tools?


H.   Incentive
          Participant incentives can be included in the different stages of the mailings or as a separate mailing upon participant
     completion of the survey. Some studies choose to hand out incentives at clinics or during other interactions with study
     participants. Incentives can also be sent electronically to participants email addresses. HSRC does not provide the service of
     purchasing any incentives. Incentives such as cash, checks, gift cards, or items as pens are to be purchased and delivered to
     the HSRC office by the client/staff. Electronic incentive codes can be sent electronically. Check with you IRB and accounting
     office for approvals and documentation needed for incentives.

     1.   Do you plan to offer incentives and would you like HSRC to handle any parts of the incentive process?


     2.   What type of incentives do you plan to give and at what stage of the study, e.g. with invitation letter, upon completion?
          Note: If incentives are to be sent by HSRC to participants upon completion be prepared to provide HSRC with a clear
          definition of what is to be counted as a “complete”, e.g. more than 50% complete, completion of specific key questions.


I.   Additional Information

     1.   Additional comments:



Thank you, we appreciate the time you took to complete this form.




SvsDetails-Phone                                                                                                        Page 7 of 7
March 2010

								
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