Drug Interventions Programme
24/7 client phone line guidance
As part of the development of the Drug Interventions Programme (DIP), Drug Action Team (DAT) partnerships in England and arrangements in Wales have been tasked with developing and implementing a phone line service for existing or potential Criminal Justice Intervention Team (CJIT) clients, particularly targeting those who have left prison and/or treatment.
The phone line should be delivered in line with minimum standards and guidance provided 24 hours a day, seven days a week. This is an expectation in the DIP main grant.
The phone line is an enhancement of the day-to-day service offered by CJITs and is essential to maximising the engagement and retention of the client group in treatment or a programme of support to those released from prison, e.g. late on Friday and who are unable to access other support over the weekend and at risk of relapse and/or a drug overdose.
Requirements
The 24/7 client phone line should provide:
- a single number for clients to call. This needs to be easily accessible so arrangements need to be in place for when the phone line is busy and the service needs to be available at minimal cost to the caller
- information and advice on drug misuse, harm reduction, overdose management and local access to needle exchanges and pharmacies, etc.
- access to a directory of services with relevant contact details including accident and emergency, mental health and access to local wraparound services e.g. housing, should be available so that staff can pass these details onto callers
- access through the phone line worker to a next working day appointment with their respective CJIT where appropriate
The phone line should be staffed by workers appropriately trained to work with the client group, skilled and able to provide advice, support and access to local information.
For an up to date list of 24/7 client phone line numbers and status for all DATs in England and arrangements in Wales please see the following document.
24/7 client phone line numbers as of 1 July 2009.
