Ruth,

Here's my .02 since as a LLLLeader I spend much time on the phone helping
moms.  My 4 year old knows it's a mom needing help when she asks for LLL!
  We have to keep a log of each call for insurance purposes.  If mom later
comes back accusing a Leader of whatever, we have our log, which is hopefully
detailed of each call.  I find it useful in followups of course and to jot
down some info. to help me be more personal with the mom, i.e. baby's name.
 We also keep tract of baby's age and birth weight, present weight, hospital
of birth (this explains much), how birth went (vaginally, c-section, drugs,
etc.).  What doctor may have said, what mom's concern is and our suggestions.
 All of this helps in working with the mom.  I help the mom as much as
possible over the phone, usually send reprints and arrange home visit if
necessary.  I also invite her to our monthly meetings.   If I find the call
is beyond what I can do, I refer the mom on to a health
professional--preferably a local LC, otherwise her doctor.  Since all
LLLLeader's go thru the same training process and have access to the same
info.,  the information given will basically be the same.  Of course, a more
experienced leader will have more to offer, and we have other leaders we can
contact for more help.
Hope this helps.

Aloha,
Gloria Thai LLLLeader Hawai'i