Transcript Document
• Initiative of VAD, started as project in 1994 • Telephone line for all kinds of questions on alcohol, illegal drugs, psychoactive medication and gambling • Evolved to information service working via telephone, e-mail, website and publications General Aims: • Informing (answering questions on drugs, providing information through publications, ...) • Counseling (giving early advice) • Refering (to possibilities for help and treatment and prevention) • Monitoring: trends in and attitudes on alcohol and other drug use eg. involvment in Reitox Early Warning System Telephone helpline • Every working day from 10h00 to 20h00 • After hours: Interactive Voice System • Not totally free of charge (from €0.05/min to €0.025/min for fixed phone lines) • Max. capacity: 4 calls at the same time • Low number of prank calls (policy and not totally free of charge) E-mail-counseling • Since 2004; via contact form on several websites • 1/3 inquiries at helpline is via e-mail • Protocol and policy: – max. 3 e-mails per inquiry – answered within 5 days – writer + reviewer of answers Website • Drugs ‘ABC’ • FAQ • Basic advice for different target groups on how to deal with drug use • Actually reconstructed with more options for micro-sites and campaigning Main principles of work: • Anonimity • Objectivity • Demand driven • No profiling as emergency line • Medical and legal restrictions Staff – operators: • Paid staff: 1 fulltime co-ordinator + 4 halftime operators • Volunteers (3 hours of counseling per week) • Basic theoretical training (30 hours), practice training (30 hours), individual monitoring, intervision and trainings (1 per month) • All work at one central office (no remote work) Use of social media: • No Facebook- Twitter- or Netlog-account • HVT (How much is too much, see further) • Interactive tests on the website • Try-out Skype • Recent radiospot refers to our site where interaction is possible + is promoted via Facebook seeding • Try out on facebook: Paid Advert on Rilatine use during exam period Hoeveel is te veel? • Roughly translated “How much is too much?” • Online early intervention • Offers drug users 6 online knowledge tests, 8 online self assessment test and 2 online self aid modules (for cannabis and cocaïne users) Policy: • DrugLijn is a part of a larger organisation VAD which has several members with different policys. • VAD determines the policy • DrugLijn can fall back on the support of VAD and its knowledge and connections Practise: • Specific communication techniques for telephone (lack of face-to-face contact) and e-mail (written contact) chanel reduction • Large amount of theoretical knowledge (on drugs, on legislation, etc.) • Both volunteers and staff answer the phone: payed work versus voluntary work Technology: • Staff has lack of knowledge on state-ofthe-art communication technology • Support from staff of VAD Reporting: • Difficult to report qualitative data eg. feelings and attitudes of parents • Trends in society, eg. for further investigation • Tailored and ad-hoc reporting (eg. domestic violence) Support and supervision: • Important to create a safe setting for our volunteers in order to give them the necessary support and supervision • Large amount of information and specifity of questions increases over the years • Staff has no external supervision, no coaching experience except by personal education.