CAPI Call Pooler Project: March Crops APS Expansion

Data Collection Branch

Mobile Survey Services Section

NASDA Training

February 14, 2023

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Overview

• Collaborative effort between CSD, FO, SPBSD, and NASDA to increase calling efficiency for field enumerators, NASS needs an application in the field that targets records for collection by phone, using a pool of available enumerators.
• Provide RFOs more flexibility when assigning “field phone only” records

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Goal and Objectives

Goal:

• Provide participants with an understanding of the CAPI Call Pooler and how it will be used during March data collection

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Objectives:

• Key features and functionalities of the CAPI Call Pooler platform
• Benefits of using the CAPI Call Pooler for your data collection activities
• Step-by-step instructions on navigating the platform and completing tasks
• Opportunity to ask questions and receive clarification from project experts

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What Have We Done

• Provided an overview of the CAPI Call Pooler to the SEAC
• Pilot Study completed in the Upper Midwest and Southern Plains Regions in December (& January for UMR) to assess the CAPI Call Pooler's effectiveness in managing caseloads, scheduling appointments, and improving data collection efficiency.
• Provided RFO managers with a CAPI Call Pooler Demonstration and shared pilot study results & March expansion plans
• CAPI Call Pooler Lunch-n-Learn Session – January 30th
• CAPI Call Pooler Training for RFOs – February 8th
• CAPI Call Pooler Training for NASDA Enumerators – February 14

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Benefits of the CAPI Call Pooler Project:

• Increased Farmer Coverage: Dedicated pooler enumerators will focus on field phone only records, leading to more complete and inclusive data.
• Improved Contact Rates: The CAPI platform's persistent contact strategies allow for a higher number of attempts per record, significantly increasing the likelihood of reaching farmers and boosting response rates.
• Cost-Effectiveness: Leveraging existing CAPI technology and streamlined training minimizes training needs and optimizes resource allocation.
• Enhanced Data Quality: Dedicated Pooler groups enable focused attention on data collection protocols and consistency, leading to higher quality data.

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CAPI Pooler

Pooled Records

8:30 AM

8:35 AM

12:05 PM

12:00 PM

9:30 AM

10:15 AM

12:15 PM

2:25 PM

4:45 PM

6:30 PM

7:15 PM

8:05 PM

Overnight Routine to Check-in to reset Pooler table

March Crops APS Data Collection with CAPI Call Pooler Expansion

Key Expansion Elements:

• Targeted Recruitment: Each Regional Field Office (RFO) will recruit 5 dedicated Pooler enumerators focused solely on the Pooler Project, fostering focused expertise and support.
• Dedicated Resources: All 12 RFOs will assign between 500-1000 March Crops APS records to the Pooler Project, ensuring focused attention on specific regions or farm types.
• Training: Headquarters will conduct a comprehensive virtual training session designed to equip enumerators with the necessary knowledge and skills to effectively utilize CAPI Pooler's functionalities.
• Persistent Contact Strategy: The Pooler scheduling and persistent follow-up strategies allow for 4-8 contacts per record, significantly increasing the likelihood of reaching farmers and improving response rates.

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Timeline:

• February 15^th – Feb XX CAPI Training – 4 hours of Beta Testing
• February XXth – CAPI App Push to all Apple Ipads
• February 28th– Data Collection Begins (PC 122)
• March XX^th – Callouts
• March XXth– Data collection ends

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Communication Plan

• All communication should be directed through the NASDA supervisor to the NASDA coordinator.
• If you encounter any problems, please contact your supervisor immediately.
• Headquarters/RFO communications will also be channeled through your supervisor by the NASDA coordinator.
• If you have any questions or concerns, please do not hesitate to contact your NASDA supervisor. They are here to help you.

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Incoming Phone Calls

• If a respondent calls you back, please gather the data on the provided paper questionnaire.
• Once you've collected the data, call in the information to the NASDA survey coordinator.
• Avoid sending any survey or PII (personally identifiable information) via email.

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Administrative

• Each Pooler enumerator will receive 6 hours of CAPI Pooler training time using project code 380 including this training.
• Once March Crops APS data collection begins, you will use project code 122.

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Accessing the Pooler using CAPI URL Using Chrome

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Accessing the Pooler using CAPI URL Using Chrome

• Open CAPI Dashboard at:

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https://sites.google.com/view/capidashboard/home

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2. Use the links provided there for CAPI or CAPI Training.

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Accessing CAPI Call Pooler using CAPI URLs (Using Chrome)

• Before logging into CAPI Call Pooler, it is crucial to clear the History or “cache” in your Chrome browser.
• Here is a Step-by-step guide:
1. Launch Google Chrome on your computer.
2. In the top right corner, click the three dots.

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Accessing CAPI Call Pooler using CAPI URLs (Using Chrome)

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3. Select History, then slide your mouse over to the left select History again.

Accessing CAPI Call Pooler using CAPI URLs (Using Chrome)

4. Clear Browsing Data

5. Clear Data

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Accessing CAPI Call Pooler using CAPI URLs (Using Chrome)

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Accessing the Pooler using CAPI Apps on iPad

• Open the CAPI App on the iPad as you would for regular CAPI:

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Accessing the Pooler using CAPI Apps on iPad

• It is good practice on the iPad to go here at least once to clear history (cache):
• Settings
• Safari
• Clear History and Website Data
• Then open the CAPI App on the iPad as you would for

regular CAPI

• Then Clear Preferences

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Voicemail – DCC Instructions

• Each DCC uses a standard message for all answering machine dials. It has been found beneficial since the advent of Caller ID to leave a message on the first answering machine dial. This seems to eliminate some of the respondent frustration regarding the number of dial attempts.
• An example of the standard message: “Hello, this is [enumerator name] calling on behalf of USDA NASS about the [survey name] that we recently mailed you. Sorry we missed you. We will try to contact you again soon. Thank you and have a good [day, afternoon, evening].

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Calling Instructions

• Before you start working:
1. Allocate one hour: Set aside one hour in the Pooler system to dedicate to this task.
2. Switch states: Avoid working in your home state everyday.
3. Review maximum records: Check the maximum number of records you are expected to work on.

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Calling Instructions

• While you are working:
1. The goal is to call through all 25 records assigned to you in each “Calling Batch”.
2. Avoid phone number research: Do not spend time researching phone numbers. Use the provided contact information.
3. Document effectively: Leave detailed notes about each interaction and any relevant information you gather for each calling attempt inside the “Notes” box.
4. Check records thoroughly: Carefully examine each record before moving on to the next one.

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Calling Instructions

• Goal:
1. Aim for 4-8 touches per record: Strive to make 4-8 attempts to connect with each respondent.
• Remember, your goal is to efficiently work through the assigned records and gather as much information as possible. By following these instructions and using your time effectively, you can successfully complete this task.
• Check in with your Supervisor as often as they require or periodically during calling.

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Update Call Result Box

• After each attempt to contact a respondent, enumerators must enter a “Call Result”. This is needed for sorting, and to keep track of the number of attempts made for the badge indicator.

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Update Call Result Box

• Enumerators should use “Notes” box to save important details for other callers that might make an attempt later.
• By leaving helpful remarks, enumerators can collaborate more effectively and ensure that each contact attempt is well-informed.

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CAPI Pooler

• State dropdown only shows States that have records available to call.
• Pooler is designed for Regional calling ONLY
• Pooler eligible enumerators can call on all states within their region.
• 85/45s and matches can be called in Pooler. OD column view to help identify. Also, they can use Group by “POID”. (will show in demo)

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85/45 and Matches

• If 85/45 or a matched survey is in a batch, the matched survey will also pull into the batch; regardless of the survey selected.
• Contact attempt information only needs added to one record; all coordinated surveys will immediately copy attempt information.
• Coordinated surveys handled the same as regular CAPI (via clipboard).

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Pooler Functionality

• Batch of 25 records per enumerator
• Priority
• # Attempted Contacts
• Lowest contacts to higher
• Temporary Hold
• Mailed In – 4 day
• Last Attempt – 8 hours
• Ability to change to another state within a region
• Ability to change surveys

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Hard Appointments

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• Stay with current user
• Until Submitted/Saved for Review
• Last Call Result no longer Hard Appt
• No automated routing or notification

CAPI Pooler

Check in Records

• All in batch (exception Hard appts)
• Individually
• Changing States
• On Logout
• Nightly Routine

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RECORDS WILL NOT CHECK IN

• If window is closed manually with X or swipe up
• Always Logout at the end of your calling session!

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Real-Time Interactions

• Check-in
• Check-out
• Last Attempt
• Contacts
• Enumerator Id
• Associated Supervisor Id
• Status – hard appt, disconnect flag, and Mailed In

CAPI Pooler

Reliable constant internet connection needed for the CAPI Call Pooler to function.

Summary

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• Available in both Enumerator and Supervisor Listings
• Tool to assist caller to determine which State or Survey to work on
• Numbers are based on initial log in (refresh)
• Total Available = Total Pooled records – (completes, save for review, hard appts, and disconnects)
• Average Touches = Total Contacts/Total Available

List Sort Order

• The list of records is sorted based on the call attempts. Records with Least number of calls will appear at the top of the batch list. This prioritization system helps enumerators focus on records that require immediate attention.
• Hard Appointments will always show at the top of the enumerators Batch listing after a new batch is selected.
• By following these instructions, office enumerators can effectively improve overall communication and productivity for the all Pool Callers.

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Typical Enumerator Batch View

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Important Reminders for Interviewers

• It is crucial to wait until you have successfully connected with the respondent on the phone before initiating the survey.
• Avoid Using the Inaccessible and Mailed In Button inside the Questionnaire

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Mailed In

• Temporary Hold
• Mailed In – 4 day

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Handling Records with Invalid Phone Numbers

• If you encounter a record where all phone numbers listed are invalid or out of service, select the "All Bad Phone Numbers" option in the call result box. This will flag the record for review and remove it from the Pool, the list of active records available for calling.

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Handling Records with Invalid Phone Numbers

• In cases where only one phone number is invalid, proceed with contacting the respondent using the valid number. Once the call has started, please update the phone numbers in the verification page as done for regular CAPI.

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Protocol for Reporting Pooler Issues if They Arise

• Enumerators should mention the following when reporting issues to their supervisor. These will then flow through the RFO staff to the Pooler Team:
• Enumerator’s Name and 5-digit EnumID
• State they were calling in
• Survey they were calling on
• POID(s) affected if possible
• Brief description of the Issue
• Whether they were using the iPad App or the URL.
• If possible, a snip can be sent but no PII!

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Questions