Summary of findings from the Quality Checks undertaken on 24/7 Client Phone Lines in England - Updated 14 September 2006
As part of the development of the Drug Interventions Programme all 149 DAT partnerships in England and Community Safety Partnerships in Wales have been tasked with developing and implementing a phone line service for existing or potential 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, 7 days a week, this is an expectation in the DIP Main Grant.
The 24/7 client phone line should provide:
• information and advice on drug misuse, harm reduction and local access to needle exchanges and pharmacies
• referral to local services including a next day working appointment with their respective CJIT where appropriate
• local information and contact details about services including Accident and Emergency, homelessness, mental health and access to local wraparound services.
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; it can offer immediate support to those released from prison e.g. late on a Friday and who are unable to access other support over the weekend; and at risk of relapse and/or a drug overdose.
Quality checks have been undertaken since June 2005 on DATs where numbers were available and operating out of hours. The checks were undertaken by the 24/7 quality team (which is comprised of the Aftercare Team, an external consultant and the NTA) and have now been completed.
An objective of this exercise was to ensure the 24/7 client phone lines were being developed in line with guidance and promote those that met the minimum standards on the www.drugs.gov.uk website. This will enable DAT partnerships, CJITs and other stakeholders to have better access, to available information. CARAT teams will also start to have access to information about 24/7 client phone lines (from October 2006) through existing arrangements in place which promote the Professional Single Point of Contact (SPoC) in DAT partnership areas, circulated monthly by the National Offender Management Service (NOMS), Prison Health and Offending Partnerships - Drug Strategy Unit. This information should be included where appropriate in sessions on release planning and information for release packs. It is also suggested that Offender Managers and relevant treatment providers may wish to provide this information to clients particularly those coming to the end of Drug Rehabilitation Requirement (DRR).
The following document is an overall summary of findings from the Quality Checks undertaken on 24/7 Client Phone Lines in England as at the 14 September 2006
Date: Wed Sep 20 12:07:48 BST 2006
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