Publisher's Synopsis
Military OneSource operates a call center for military personnel and their family members, as well as those who have recently left the military. The goals of the center, which is directed by Military Community and Family Policy (MC&FP), are to directly provide resources for families and to provide referrals to a variety of support and health services. In this report, the authors describe their evaluation of Military OneSource call quality, call outcomes, and caller satisfaction within select groups of callers: junior enlisted personnel and their family members, those seeking relationship counseling, and transitioning service members (retired or honorably discharged). Their evaluation consists of two separate studies: Study 1 involved reviewing and rating audio recordings of calls for quality, outcomes, and satisfaction. Study 2 consisted of telephone interviews with a separate sample of callers in which the callers were asked directly a
