How to Start A

PEER-TO-PEER

Program

Want to know how to start
a peer-to-peer program
in your state?

Want to know how to start a peer-to-peer program in your state?

The process to establish a peer-to-peer program is really quite simple. Reach out to us by completing the form on the Contact Us page to set up a meeting for us to review your needs and prepare a proposal.

SECTION 1

Program Description/Service

SECTION 1

Program Description/Service

Provide us with information about your organization and the audience you wish to support as well as where the peers will be recruited from.

Rutgers NCPS will provide the following services:

  • Answering service during off hours (overnight, weekends, holidays)
  • Peer Support & Telephone Support
  • Offering Referrals/Resources
  • Scheduling Appointments/Managing Calendars
  • Crisis Service/Clinical Support
  • Outreach Calls/Case Management

The program will be branded specifically for your organization and ensure callers know they are calling your peer support program.

Contact Modality: NCPS will receive contacts via phone calls, emails, web-based forms, texts and chats.

Hours of Operation: Will be based on your needs and staffing ability.

Staffing Requirements: Once hours are determined, your peers will be utilized to take the lead on case management and respond to calls when on duty.

Estimated Volume: Volume will be estimated based on your program.

Reporting: Monthly updates on:

  • Call volume
  • Demographics
  • Call types (i.e. issues /concerns of callers)
  • Healthcare referrals vs those satisfied that the peer call was adequate (i.e. healthcare offsets)

UBHC will customize our data collection system to suit your needs.

SECTION 2

Telephone Considerations

SECTION 2

Telephone Considerations

NCPS staff will assist your organization in determining if a desired number is available for purchase and help in acquiring the number.

All calls will go through the NCPS 24/7/365.

You will provide a point of contact to coordinate with an Rutgers IT phone technician.

SECTION 3

Route Plan Construction

SECTION 3

Route Plan Construction

When calls enter our phone system, callers will hear a “Welcome Greeting” so that they know they have reached the right place. The greeting message will be in both English and Spanish.

SECTION 4

Call Handling & Workflows

SECTION 4

Call Handling & Workflows

Staffing Requirements: Diversity in staff is important – the only training/qualification beyond being a peer of your organization is that the staff is trained to Rutgers clinical standards.

Scripting: NCPS will provide appropriate scripts.

Urgent/potential crisis calls will be handled according to Rutgers UBHC process/policy.

SECTION 5

Data Collection

SECTION 5

Data Collection

UBHC will develop the data collection system.

Types of Data Collected:

  • Caller’s Name & Demographic Information
  • Contact Numbers/Email Addresses with Permission to Contact
  • Address (At minimum a Zip Code or city calling from)
  • Reason for Call
  • Disposition/Outcome of Call
  • Comments

SECTION 6

Standard Reports

SECTION 6

Standard Reports

A. PHONE REPORTS

The standard package of monthly phone data includes:

  • Call Volume (Inbound, Outbound, and Total)
  • Average Speed to Answer (Inbound)
  • Average Talk Time (Inbound & Outbound)
  • Abandonment Rate
    — % of calls that abandoned after 10 seconds – which is the amount of time required for a call to present/ring on an agent’s phone
  • Call Category/Nature of Call

B. DATA COLLECTION SYSTEM REPORTS

  • List of all callers broken out by new & repeat callers
  • Location of Caller
  • Reason for call
  • Status of call
  • Disposition/Outcome of Call

SECTION 7

Marketing

SECTION 7

Marketing

NCPS™ will provide marketing support for Digital Campaigns and Social Media as well as the Website and Logo.

We look forward to working with your organization and supporting
your efforts to improve the mental well-being of your personnel.

We are confident that we can meet the challenges ahead, and stand ready to partner
with you in delivering as effective helpline that meets the needs of your organization.

We look forward to working with your organization and supporting your efforts to improve the mental well-being of your personnel.

We are confident that we can meet the challenges ahead, and stand ready to partner with you in delivering as effective helpline that meets the needs of your organization.