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24 H / 24 Telephone Help-Line

Quality level: 1

Summary

Infor-Drogues is a telephone help-line that was especially created for emergencies. It aims at dealing with any kind of request concerning drugs. It is available to everyone night and day.

Type of intervention:
Sub-area:
telephone help-line
Setting:
Type of approach:
telephone help-line
Target group:
general population, family/parents, adults, children/young people
Age group:
Annual coverage:
1800
Substances addressed:
tobacco, cannabis, opiates, alcohol, ecstasy, cocaine and derivatives, amphetamines, methamphetamines, inhalants/solvents
Evaluation type:
process evaluation
Country:
Belgium
Start date:
01/01:1999
End date:
01/01/2002

Overall objective

The help-line does not aim to reach any other result than being used by as many people as possible to meet any kind of request.

Abstract

The Infor-Drogues' 24-hour telephone helpline was set up in January 1989. It is aimed at dealing with any kind of request concerning drugs. It is available to everyone - drug users, family and friends, but also teachers, leisure time employees, the police and medical staff, and is a quick and easy way of getting expert information, advice and support. Helpline staff are on duty night and day for talking or listening to people, and for dealing with emergencies. This telephone service respects the anonymity of the callers. It also refers callers to other institutions working in the field of drug prevention or treatment. The questions asked often show people's lack of understanding of drug policy. Over the years, helpline staff have noticed a change in the number and type of requests made. Callers' reasons for calling have changed: their points are made faster, and deeper, than before. Furthermore, they tell helpline staff that they really appreciate being free to express themselves. Infor-Drogues' telephone helpline was initially set up to meet short-term questions of a delicate nature, but staff soon realised that they had to work more deeply on social matters, and that long-term work is needed. Callers wanting a quick ready-made solution to their problems must therefore be patient. Infor-Drogues, a telephone helpline that was especially created for emergencies, must now learn how to differ the answers to the calls - such is the paradox facing it now.

The PDF contains the full intervention description including additional contact information.

Survey

Dear visitor,

We're currently conducting a short survey of this resource (EDDRA: Exchange on Drug Demand Reduction Action). The survey will take no more than 2 minutes and we would be really grateful for your contribution.

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Many thanks,

The EDDRA team

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Page last updated: Friday, 20 January 2012