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Katie Arnold
Center for Community and Organization Development
DePaul University
2219 N. Kenmore
Chicago, IL 60657
The National Runaway Switchboard and the DePaul University Center for Community and Organization Development
have collaborated with six other hotline organizations to gather a variety of benchmarking information on various
aspects of youth hotline services in the Hotline Partnership Project. The information gathered will be qualitatively
analyzed for similarities, differences, and possible best solutions to common problems.
Many topics were addressed in this project. Participating organizations provided information concerning their average
call volume and various types of calls. Organizations were also asked questions concerning the type of information
collected from callers and manner in which caller information is recorded. In addition, questions were asked concerning
staffing, marketing, and much more.
This workshop will be the first presentation of the findings of the Hotline Partnership Project. It is an opportunity to find
understanding for hotline trends, learn about best practices, and explore suggestions for future success. The main goals
of the workshop are as follows:
1. Present the findings of the Hotline Partnership Project in terms of similarities and differences in youth hotline service
practices.
2. Provide some benchmarking of hotline trends and a summary of some best practices in providing youth hotline services.
3. As a workshop, discuss reactions to and implications of the findings of the Hotline Partnership Project on hotline
service providers.
4. Using all of this information, discuss changes that may facilitate future success in providing hotline services.
5. Discuss additional topics of importance for future investigations of common hotline practices and possible methods to
continue the sharing of information among hotline practitioners.
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