Telephone triage requires a high level of critical-thinking skills and is considered to be one of the most sophisticated and high-risk forms of nursing. With a skill so specific to the role of the RN, it is important to be able to quantify the work effort and performance of the nurse in this role. This session will discuss an initiative that tackles a long-standing challenge in ambulatory care nursing accurately measuring and optimizing the complex, high-risk work of telephone triage.