The National Breastfeeding Helpline Evaluation report

Counsellor survey

Page last updated: 13 February 2013

Dear National Breastfeeding Helpline counsellor,

You are invited to complete this survey as a Breastfeeding Counsellor who is currently as active volunteer on the National Breastfeeding Helpline. Your feedback will assist in the evaluation of the National Breastfeeding Helpline.

The Australian Government Department of Health and Ageing has commissioned the Allen Consulting Group, an independent consulting firm, to undertake the evaluation of the National Breastfeeding Helpline.

The confidentiality of all survey participants will be respected. Your answers will be anonymous.

The survey should be between 5 and 10 minutes to complete.

Your views are important and we welcome your contribution.

*1. How long have you been a National Breastfeeding Helpline counsellor?

  • Less than 1 year
  • 1 - 2 years
  • 2 - 3 years
  • More than 3 years

*2. Within which branch or the Australian Breastfeeding Association are you a volunteer?
  • Queensland
  • New South Wales
  • Australian Capital Territory / Southern New South Wales
  • Victoria
  • Tasmania
  • South Australia / Northern Territory
  • Western Australia

*3. What best describes the area that you live in?
  • Metropolitan
  • Regional
  • Rural

*4. On your last shift did you take a Teletypewriter (TTY) call?
  • Yes
  • No

*5. On your last shift did you take a Translating and Interpreting Service (TIS) call?
  • Yes
  • No
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*6. On your last shift did you make any referrals to other services?
  • Yes
  • No

*7. ABA provides counsellors with a listing of a number of a number of referral agencies. Have there been any occasions when you would have made a referral, however you were not able to access any information on the appropriate agency to refer to?
  • Yes
  • No

*8. On your last shift, did any callers you spoke wit, indicate that they had been referred to the National Breastfeeding Helpline from the following list?

Health professionals
Another Helpline
Friends or family
If other please specify -

*9. On your last shift, how many callers phoned up about babies/children of the following ages?

Pregnant callers
Under a week
1 -2 weeks old
2 - 4 weeks old
1 - 2 months old
2 - 4 months old
4 - 6 months old
6 - 9 months old
9 - 12 months old
12 - 18 months old
18 months - 2 years of age
older than 2 years of age

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*10. What were the main reasons for the calls you took during your shift? Please remember that we are interested in the MAIN reasons.
  • Sore breast or nipples (blocked ducts, mastitis)
  • Positioning or attaching my baby
  • Information or feeding patterns
  • Questions about weight gains
  • Concerns with length of feeds
  • Baby refusing the breast
  • Expressing / storing breast milk
  • Weaning
  • Introducing solids
  • Baby sleep / settling support
  • Reassurance
  • Concern with low milk supply
  • Preparation for breastfeeding
  • Tips for retuning to work and breastfeeding
  • Information on medications and breasfeeding
  • Other (please specify)

*11. Where there any issues raised by callers that you were unable to assist with?
  • Yes
  • No

*12. Could you please describe what those issues were?

*13. What Australian Breastfeeding Association training, information and support have you accessed in the last six months (select all that apply)
  • Conferences
  • Workshops
  • Seminars
  • Meetings
  • Helpline mentoring / debriefing
  • Talkabout
  • Other newsletters (Essence, membership newsletter etc)
  • Website updates
  • Counsellor forums

*14. Does your Australian Breastfeeding Association training and support equip with the skills to meet the needs of the following types of callers?

Mothers with a disability
Young mothers
Indigenous Australian mothers
Mothers with a culturally or linguistically diverse backgroud

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*15. Is there anything you would like further information or training in to assist in your work as a volunteer National Breastfeeding counsellor?
  • Yes
  • No

*16. If yes, please describe the area(s) that you would like further information or taining about.

*17. Do you have any other comments you would like to make about the National Breastfeeding Helpline?

Thank you for your important contribution to this survey.