Impact Assessment of TISS iCall Mental Health Helpline using a mixed methods approach
Client: Tata Institute of Social Sciences
Location: Mumbai
Background Context: iCALL – Initiating Concern for All, is a pro-bono mental health service that was started in 2012 by the School of Human Ecology, TISS – Mumbai. iCALL endeavors to provide professional and free counseling through Information and Communication Technology (ICT) assisted mediums such as telephone, email, and chat. The counseling is available to anyone in need of emotional support, irrespective of age, gender, sexual orientation, or race, and transcends geographical distances while ensuring confidentiality.
Objectives
Development Solutions was commissioned to undertake an impact assessment of the iCall helpline and measure reach, program impact, and identify areas of improvement. The objective of the impact assessment is to understand:
- Effectiveness of the iCall helpline – The extent to which the service provision strategy/ iCALL helpline achieved expected outputs and outcomes
- Impact – The extent to which the iCALL helpline has had significant positive or negative intended or unintended effects
- Understand how aspects of capacity building, research, and content creation enabled and supported service provision through the iCALL helpline
Approach and Methodology
- Method/ Design: The assessment employs a mixed-methods approach. The quantitative survey is a self-filled survey to ensure the anonymity of iCall users. The qualitative aspects of the study will be informed by interactions with select users of iCall and the program team.
- Key Respondents/ Informants: iCall users, iCall program team, and counselors.
- Key Areas of Inquiry: Mental health, caller satisfaction, psycho-social help
- Sample: 270 (Quantitative), 32 (Qualitative)
Impact
The assessment is ongoing and insights into the impact of the study will be added later.
Contact
17/109, Lower Ground Floor, Vikram Vihar, Lajpat Nagar IV, New Delhi – 110024