Phone Script

2021 SURVEY DISPOSITION (INTERNAL USE)
1. Call Disposition/Message
This item contains a log the interviewer uses to identify the outcome of each
of three calls made to the respondent, e.g., no answer, voicemail, etc.) This is
for internal use.
Following the third phone contact attempt, the interviewer will leave the
following message for the respondent.
"Hello, this is a message for [NAME]
I am calling about the 2021 Survey of Active Duty Spouses from the
Department of Defense. This survey takes most spouses under 15
minutes and includes questions about how deployments and relocations
impact you and your family, your satisfaction with military programs and
services, and your views of military life. Your unique input helps
improve policies and programs for the entire military community. Please
complete your survey using the QR code you received or your personal
identification and PIN. If you would like more information about the
survey, please contact the Survey Processing Center at 1-800-881-5307.
Thank you, and have a great day!
2021 SURVEY OF ACTIVE DUTY SPOUSES PHONE SCRIPT
AVAILABLE
2. Hello, this is [Interviewer's First Name]. May I please speak to
[NAME] I am calling with a quick reminder about a survey on behalf of
the Department of Defense.
(If name above is missing, read: Hello, this is [Interviewer's First Name]. I
am calling with a quick reminder about a survey on behalf of the
Department of Defense. May I please speak to the spouse of ”NAME”?)
1
Not available -> Jump to collect call back information.
2
Available -> Ask the next question
[INTERVIEWER: Ask this question if sample member is Available. If sample
member is Not available, skip over the next two questions and ask whether
there is a better time to call back.]

3. This call may be monitored for quality.
We want to make sure that we are reaching you at a convenient and safe
time. Are we currently calling you on your cell phone?
2
1

Yes -> Ask the next question
No -> Click Proceed to Survey

[INTERVIEWER: Ask this question if sample member is on a cell phone.]
CELLDRIVE
4. And, are you currently driving?
2
Yes -> Ask the next question
1
No -> Click Proceed to Survey
[INTERVIEWER: Ask this question if sample member is driving while on a cell
phone or is currently Not Available.]
[Arrange for a callback and record that information in the comment box; note
in the comment box that call was rescheduled because on cell phone.]
CALLBACK
5. Is there a better time to call back?
[Interviewer - Use this comment box to provide date and time for call back or a
new number at which the respondent can be reached.]
Thank you for your time today. Goodbye. Top

On [DATE], you were sent a request to participate in the 2021 Survey of
Active Duty Spouses. Through this survey we want to hear about your
experiences as part of the military community and where you could use
more support. I am calling to ensure that you received the information
so you can participate.
([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE]
= "1")))
PROVINFO
6. If you have a pen and some paper nearby, I will give you the website
address and your ticket number so you can access the survey. You can
also scan the QR code included in your invitation. Are you ready for
your ticket number so you can access the survey?
[Do not read the responses]
1
Provide information over the phone
2
Already completed the survey
3
Not planning to participate
4
I am unable to take the survey online (e.g., lack web access, not enough
time available for web access)
5
Does not want information
6
Ineligible
[Do not read the list. Listen to the explanation and code all that apply.]
YNOTPARTA, YNOTPARTB, YNOTPARTC, YNOTPARTD, YNOTPARTE
7. Your opinion is critically important. Do you mind if we ask why you
don't want to participate? Mark all that apply.
([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE]
= "1")) AND [PROVINFO] = "3")
I take too many surveys
INTERVIEWER: If I take too many surveys was selected, read the
following: We recognize that military spouses are often contacted for
surveys from individual Services, and other organizations interested in
the well-being of military families. The 2021 Survey of Active Duty
Spouses is different because it is from the DoD and reflects military
spouses across all Services. Therefore, your responses to this survey

will be heard by influencers of the military programs and services that
matter to you and your family. ([AVAILABLE] = "2" AND ([CELL] = "1" OR
([CELL] = "2" AND [CELLDRIVE] = "1")) AND [PROVINFO] = "3")
Don't
think it is useful
INTERVIEWER: If this reason was selected, read the following: The results
from prior surveys of active duty spouses are being used to positively
impact your life as a military spouse. For example findings from
previous surveys were used to obtain grants to support spouse
employment, to increase availability of DoD child care, and to improve
the ways in which the Department supports military
children. ([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND
[CELLDRIVE] = "1")) AND [PROVINFO] = "3")
Too long/I don't have time
INTERVIEWER: If this reason was selected, read the following: The survey
takes 20 to 30 minutes to complete. The web survey will only ask
questions applicable to you and your family. ([AVAILABLE] = "2" AND
([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE] = "1")) AND [PROVINFO]
= "3")
Not married to a military member/No longer eligible
INTERVIEWER: If this reason is the only one selected, click Next Page. If
other reasons were also selected, read the responses to those items first and
then click Next Page. ([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] =
"2" AND [CELLDRIVE] = "1")) AND [PROVINFO] = "3")
Some other reason
INTERVIEWER: If this reason was selected, read the following: Your
reasoning is understandable, but we hope you will reconsider. The
information gathered on this survey influences policy decisions that
impact military families all over the world, Valuable information could be
lost if you choose not to participate.
([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE]
= "1")) AND [PROVINFO] = "3")
YNOTPARTSP
[Interviewer - Record other reasons for not wanting to participate. If "Some
other reason" is the only response, consult the list of FAQs and read the most
applicable conversion text.]

[INTERVIEWER: Respondents are ELIGIBLE if their marital status
is married or separated and their spouse is an active duty member.]
AVAILABLE
([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE] =
"1")) AND (([PROVINFO] = "3" AND [YNOTPARTD] = "2") OR [PROVINFO] =
"6"))
INELIG
8. "Not married to a military member/No longer eligible": To be eligible to
take the full survey you must be married to an active duty member.
Based on this criterion, are you eligible to take the survey?
2
Yes/Eligible
1
No/Ineligible [INTERVIEWER: If this reason is selected, read the
following: If you are not eligible, then there are just 2 questions on the survey
for you. The DoD would really like to know if there was anything that could
have been done to better support you and your family.]
[Mark if the conversion effort was successful.]
([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE]
= "1")) AND [PROVINFO] = "3" AND ([YNOTPARTA] = "2" OR [YNOTPARTB]
= "2" OR [YNOTPARTC] = "2" OR [YNOTPARTD] = "2" OR [YNOTPARTE] =
"2") AND [INELIG] <> "1")
CONVERT
9. With this information, would you be willing to participate in the
survey?
2
Successful conversion
1
Unsuccessful conversion

([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE]
= "1")) AND [PROVINFO] = "3" AND [CONVERT] = "2")
CONVRTINFO
10. I would like to ensure that you have the information you need to
complete the survey. Do you have a pen and some paper nearby?
[Do not read the responses]
1
Provide information over the phone
2
Does not want information
([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE]
= "1")) AND [PROVINFO] = "4")
PAPERFORM
11. The paper survey was mailed to you on [DATE]. Did you receive the
paper survey?
2
Yes [Interviewer read:] Great! Then please fill out as many items as
you can and return the survey in the provided envelope.
1
No [Interviewer read:] If you did not receive a survey or need to
request another, please contact the Survey Processing Center at 1-800881-5307.
The web address is https://www.dodsurveys.mil
YOUR TICKET NUMBER IS: [xxx-xxx-xxx]
([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE]
= "1")) AND ([PROVINFO] = "1" OR [CONVRTINFO] = "1"))
TRYURL
12. While we are on the phone, I'd like to make sure you can access the
survey website. Can we do that now?
1
Yes [INTERVIEWER: If yes, guide member to the URL listed above or to
scan the QR code they received. If they receive a security alert, let them know
that is normal if they are logging in from a non-DoD computer; instruct them to
follow the instructions to proceed to our secure DoD survey website. If
member encounters issues you are unable to troubleshoot, direct them to the
Survey Processing Center at 1-800-881-5307.]

2
No Go to next page
3
I am unable to take the survey online (e.g., lack web access, not enough
time available for web access) [INTERVIEWER: Select No if lack of web
access is a temporary issue; that is, the respondent cannot access the web
while at work, or is not near a computer. If the respondent will not be able to
complete the web survey at any time due to lack of access, select this option
and state the following: If you do not have web access, you can complete
the paper version of the survey that was mailed to you on [DATE]. If you
did not receive a survey or need to request another, please contact the
Survey Processing Center at 1-800-881-5307.]
[INTERVIEWER: After reading the text below to the sample member, click
Apply Disposition Now and enter the appropriate disposition code.]
([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE] =
"1")) AND ([PROVINFO] = "1" OR [PROVINFO] = "2" OR [PROVINFO] = "4"
OR [PROVINFO] = "5" OR [INELIG] = "1" OR [CONVERT] = "2"))
TYCONVERT
13. [INTERVIEWER: If phone number was NOT provided, read]
Do you have the means to write down a number? I'd like to give you a
number to call if you have any questions about the survey. Please call
the Survey Processing Center at 1-800-881-5307, or see the Frequently
Asked Questions and Privacy Advisory on the survey website.
Goodbye.
[INTERVIEWER: After reading the text below to the sample member, return to
the start of the survey and enter the appropriate disposition code.]
([AVAILABLE] = "2" AND ([CELL] = "1" OR ([CELL] = "2" AND [CELLDRIVE] =
"1")) AND [PROVINFO] = "3" AND [CONVERT] = "1") TYNOCONVERT
14. Do you have the means to write down a number? If you reconsider
and decide to participate, please refer to the survey materials you
received via email or mail, or call us at 1-800-881-5307 if you have any
questions. Thank you for your time today. Goodbye.