Substance Misuse Treatment Framework Information and Advisory Services

Substance Misuse Treatm

ent Fram

ework

Information and A

dvisory Services

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Contents

1 Definition

2 Overview

3 Context

4 Background4.� ServiceUserandServiceUserNeed4.2 ExistingNeeds4.3 RelevantResearch4.4 Summary

5 ServiceOutcomes

6 Methodology

7 SpecialRequirements7.� YoungPeople7.2 MinorityandFaithGroups7.3 RuralGroups7.4 PhysicalDisability7.5 VisualImpairment7.6 HearingImpairment7.7 CognitiveDisabilities

8 ServiceSpecifications

9 Workingwithnon-SpecialistServices

10 Accessibility

11 StandardsandMonitoring��.2a ServiceandCommissioningStandards��.2b StaffingStandards

12 Management,AdministrationandCommissioningStandards

13 FutureDevelopments

Bibliography

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SubstanceMisuseTreatmentFramework:InformationandAdvisoryServices

1. DefiningInformationandAdvisoryServicesInformationandAdvisoryservicesdealwiththeprovisionofassistanceandguidanceinrelationtoidentifyingrelevantservicesthatmatchindividualneedandfacilitatinginitialaccesstotheseservices.Objectiveinformationcanbeprovidedinthecontextofenlighteningpeopleabouttheassistance,treatment,preventionandinterventionoptionsthatmaybeavailabletothem,whilstadvisoryservicesarethosewhichhelppeopletomakecontactortointeractwithtreatmentservices.Informationandadviceservicesarenotexpectedtodeliverspecialisttreatmentinterventionsbutsignpostindividualstothoseservicesthatcandoso.

2. Overview2.1 Thedeliveryofinformationandadviceservicestopeoplewithasubstancemisuseproblem,theirfamilyand/orcarerscanplayahighlysignificantroleinaidingtheresolutionofbothdirectsubstancemisuseissuesbutalsothesurroundinganxietiesoflife,suchasfinancialorlegaldifficulties.Throughsupportingandsignpostingaccesstotheseancillaryservicestheycanhaveamajorimpactinreadyingpeopletotacklethesubstancemisuseproblemitself.Informationandadviceservicesareoftenakeyentrypointtotreatmentservicesand,thus,areveryimportant.

2.2 WithintheAllWalesStrategy(TacklingSubstanceMisuseinWales:apartnershipapproach)thereareanumberofcommitments.Theprovisionofinformationandadviceisseenasakeypreventionmechanismwhichcanalsobedeliveredthrougheducationprogrammes.Itisalsoseenasakeyaspectofsupportingfamilies,promotingsaferbehaviourandasakeyaspectofsupportingeffectiveinterventions.Thus,thereareanumberofkeytaskswhichrelatetothedeliveryofinformationandadviceinawholerangeofsettingsandbydifferingapproaches.

2.3 Amongsttheissuesthatpeopleneedinformationandadviceonare:

factsandinformationregardingsubstancemisuseandtreatmentoptions;

guidanceandassistanceinaccessingspecialistsubstancemisuseservices;

housingadviceandservices;

financialadviceincludingbenefitsadvice;

employmentandtraining;

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This module primarily focuses on the provision of information and advice services in the context of adult services. Mention is made in some places to children and young persons services in regard of adults seeking information and advice in respect of younger people. However, for greater detail on the appropriate services for these groups, reference should be made to the appropriate Children and Young Persons Framework.

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accesstorelationshipcounsellingandsupport;

childcareadviceandservices;

sexualhealth;

mentalhealth;

disability;

legaladvice;

youngpeoplesservices;

needleexchangeandsubstituteprescribing.

2.4 Consequently,informationandadviceservicesarenotrestrictedtothoseprovidedbyspecialistsubstancemisuseservices.Thereareawholerangeofotherservices(specialistsintheirownfields)thatwillbeusefulforpeopletoaccess.Thisalsomeansthatthereisawiderangeofservicestructuresanddeliverymethodologiesappliedtodeliveringtheseservices.Acrucialaspectofthesuccessfuldeliveryoftheseserviceswillbecommunication,cooperationandinformationsharingbetweenalltheagenciesinvolved.

2.5 Afurtherkeyaspectisthatthedeliveryofinformationandadvicetoindividualsisnotonlythedomainofspecialistinformationandadvisoryservices.AtallstagesoftreatmentandacrosstheentireSubstanceMisuseTreatmentFramework(SMTF),servicesshouldeitherprovideorenableaccesstorelevantinformationandadvicefortheirserviceclientsacrossawiderangeofissues.Thisreflectstheneedforanholisticapproachtotreatmentwhichseekstoassistserviceclientsinallrelevantaspectsoftheirlifewhichmay,ifnotdealtwith,inhibitthesuccessofatreatmentintervention.

3. Context3.1 Alongwiththecommunityasawhole,thereareanumberofkeygroupstowhichinformationandadviceshouldbeavailable:

peoplewithasubstancemisuseproblem;

families/carersofyoungpeoplewhoareinvolvedinsubstancemisuse;

substancemisuseworkers;

otherworkerswhomayneedtodealwiththesubstancemisuseissues,eg:teachers;socialworkers;criminaljusticeworkers;healthworkers(physicalandmental);youngpeople’sworkers;

communityactiongroups.

3.2 However,theabilityofinformationandadviceservicestosupportpeoplewithasubstancemisuseproblemispartlydictatedbytheavailabilityofotherspecialistandnon-specialistservices.

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4. BackgroundInformationThissectionfirstlyconsiderstheissueofserviceuserneedandtheimpactofsuchfactorsontheadvisoryserviceandthen,secondly,itconsiderscurrentexamplesofadvisoryserviceprovision.

4.1 InformationandAdvice:ServiceUsersandServiceUserNeed

4.1.1 Anumberofadvisoryservicescurrentlyexistthatdealwithbothsubstancemisuseandnon-substancemisuseissues.Mostcouncilsofferadvisoryservicestofacilitatetheprovisionofinformationregardingservicessuchashousingandfinancialbenefits.Manysubstancemisuseclientsmayatsomepointrequireaccesstotheseservices.Themechanismsandmethodsofdeliveryutilisedbythesenon-specialistcanbeincorporatedandappliedintothespecialistsubstancemisusefield.Itiscrucial,asoutlinedintheLondonDrugLineevaluation,thatservicesaresufficientlypromotedinordertoraiseclientawareness.

4.1.2 Serviceusershavewideandvariedneedsandthismustberecognisedwhenprovidinginformationandadvisoryservices.Someserviceuserswillrequiremorespecialistadviceandsoinformationandadviceservicesmustensurethattheseserviceusersarereferredontoappropriateservices.

4.1.3 Staffofinformationandadviceservicesneedtoensurethatserviceusersareawareofwhattheserviceisabletooffer:

somewillonlyofferadvice,

othermaybeabletoofferinterventionaswellasadvice

someservicesmaybeabletoactasfacilitatorstoassistpeopleinmakingcontactwiththerelevantfurtherservices.

someservicesmaybeabletoofferalloftheabove.

4.1.4 Thisneedstobecleartotheserviceuserandmadeclearattheearliestopportunitywhentalkingtoaclient.

4.1.5 IntheHomeOfficereport,“Understanding problem drug use among young people accessing drug services: a multivariate approach using statistical modelling techniques”,theissueofdefiningthelimitsofinformationandadvisoryservicesisdiscussed.Whenundertakingtheresearchitwasobviousthattherewasaneedtobeveryclearaboutwhattheroleofthestaffwas.Whereconfusionaroseitwasimportantthatstaffshould:

“listen,berespectful,andmaketheirpositionclearattheearliestopportunity.Whenparentscontinuedtodigress,theresearchersexplainedthattheyweredistinctfromthedrugsservicestaffagain.Itwasalsoimportanttoemphasistoparentshowimportanttheirviewswereandtoencouragethemtorepeattheirconcernstotheappropriateworker.”

Suchanapproachcanbeemployedintheadvisoryservicesinclarifyingtheboundariesofwhattheservicecanandcannotdo.

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4.1.6 TheNationalTreatmentAgency(NTA)inEngland(ModelsofCareforthetreatmentofdrugmisusers)setstheboundariesforinformationandadviceservicesasproviding:

“…appropriateandprofessionaladviceandup-to-dateinformationonallaspectsofdrugandalcoholmisuse.”

4.1.7 Thistoinclude:

“informationandadvicearoundchangingtheirlifestyles,minimisingthecomplicationsassociatedwithsubstancemisuse,andaccessingresourceswithinthecommunity.”

4.1.8 Insomecasespeoplewillbeunsureastowhatservicestheyrequire.Intheseinstancesadvisoryservicesneedtobeabletoprovideenoughguidanceandhelpforthepersontomakeanaccurateandeducateddecision.Thiswillrequiretheinformationandadviceservicetobeabletoassesswhattheindividual’sneedsareandstaffwillneedtobeappropriatelyskilled.

4.1.9 Whatisclearisthatinformationandadviceservicesareakeyfirststagetotheintroductionofpeopletothenecessaryinterventionservices.Theydonotprovideinterventionsthemselvesexceptinassistingindividualsingainingappropriateinformationandmakingappropriatecontacts.

4.1.10 Informationandadviceservicesalsoneedtobeabletooperateanddealwithanumberofgroupissuessuchasfaithorlanguage.Oneofthekeyareasofserviceuserneedthatmustbetakenintoaccountareissuessuchaslanguage(Inthe200�census2�%ofpeoplesaidtheycouldreadWelsh,and20%canwriteWelsh)ortheneedsofethnic/faithcommunities.Inthe200�censusthemajorityofthosefromanon-whiteethnicbackgroundwerelocatedmainlyinCardiff,NewportandSwansea,theoverallpercentageoftheseinrelationtotheoverallpopulationwas2.�2%,withWhiteBritish/Irishrecordedasbeing97.88%.Withregardstospecificreligiousbackgroundthecensusdetailsthat72%ofpopulationareChristianwhilstlessthan�%Muslim,withregardtootherreligiousminoritiesthereislittleornodatareadilyavailable.(Statistics:NSO)

4.1.11 Thisemphasisestheneedforeffective,integratedpartnershipworkingnotonlywithinthesubstancemisusesectorbutalsowithalltypesofcommunitygroupsandorganisations.Thiswillincludefaithandculturalgroupswhowillbewellpositionedtodeliverinformationtomanypartsofthecommunity.Itisimportanttomakefulluseoffacilities,fundingandcontactsthatthesegroupsinthecommunitymayhaveinordertodeliverinformationonsubstancemisuseaswidelyandeffectivelyaspossible.

4.1.12 WhenlookingattheprovisionofadvisoryserviceswithinWalesitisworthbearinginmindtheruralityofcertainpartsofWales,inparticularonthebasisofnationalstatistics,DyfedPowysandNorthWales.Aneffectiveadvisoryserviceneedstoovercomesuchissuesensuringthatallclientsandnotjustthosefromanurbansettingareinformed.Thedeliveryofruralservicescreatesparticularproblemsinensuringreasonableaccesstoservices.Thusthedesignofservicesmaydifferbetweenurbanandruralareas.

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4.2 InformationandAdvisoryServices:ExistingMechanisms

4.2.1 Awidevarietyofmechanismsareusedbyinformationandadvisoryservicestoprovideinformation.Theserangefromtheuseofleaflets/pamphletstointernetbasedservices.

4.2.2 ProductslikethecomprehensiveDIPdirectoriesappearmostusefulastheypresentawideenoughrangeofservicesandinformationforclientstobeabletomakeaninformeddecisiononwhatnextstepstotake.Theexacteffectivenessofsuchpiecesofworkintermsofinformingclientsisyettobeeffectivelymeasured.SystemsofbenchmarkingandappraisalareusedandinplacebysomeadvisoryservicesinEngland.InparticularorganisationsandserviceslikeFRANKandtheSamaritanshaveanactivereviewprocesswheretheperformanceandeffectivenessoftheserviceisassessed.ThiswillbeanimportantaspectofthenationalhelplineinWales,DAN.Theimportanceofsuchanappraisalandreviewiscriticalespeciallyinpilotschemesandassessingareasofneed.Anotherkeyareaforregularreviewisensuringthatparticularclientneedsarebeingmet.

4.2.3 Morerecentlytherehasbeenanincreasinguseofinternetservicestoprovideadviceandinformation.Forexample,Samaritans,whichisperhapsbetterknownforits24-hourhelplineandofficeservice,hasdevelopedanonlinesystem.Whilsttheorganisationprimarilyprovidescounsellingitcanprovideserviceuserswithpracticaladviceandinformationonotherservicesthatcanhelpthemoutwithawholerangeoflifedifficulties.Theconfidentialityandeaseofaccessnodoubthelptomakethisavaluableservicetomanypeople.

4.2.4 Withinthesubstancemisusefieldanumberofadvisoryserviceshavegrownuptodealwiththeissue,suchasFRANK,theonlineandtelephoneinformationandadviceserviceinEngland,andinWales,DAN(itistooearlytoevaluatetheimpactofDAN).Theanti-drugFRANKcampaign,launchedin2003aspartofagovernmentinitiative,makesfulluseoftheinternet.Thisiscoupledwithapublicrelationscampaigninvolvingtelevisedadverts,localcampaignsandatelephoneservice.WhilstFRANKhasanactiveinterventionrole,itisalsoakeyserviceinbeingabletoprovideeasyaccesstocurrentadviceandsignpostingtootherservices.Astheystateintheannualreview:

“AtnationallevelFRANKwouldbuildmassrecognitionandbecomeatrustedsourceofdruginformationandadvice.”

Withinthefirstinitial�2monthsofthecampaigncommencementthewebsitereceived�.5millionvisitsandreceivedover30,000emails.Itappearstobeamodelwhichmeetstheneedsofprospectiveclients.TheScottishExecutivehasestablishedawebsite(KnowtheScore)whichworksalongsideafreeinformationlinewhichprovidesaccesstoinformation,adviceandliterature.

4.2.5 TheCitizensAdviceBureau(CAB)servicemaintainsalongsideitsofficesanonlineserviceatwww.adviceguide.co.uk,whichcanprovidepeoplewithadviceonlegal,monetaryandotherissues.TheCABsiteoffersadvicesheetsinanumberoflanguageshelpingtoovercomeanypotentiallanguagebarriers.ThewebsitehasaservicethathelpstolocatethenearestCABofficeandtelephoneadviceisavailablefromeveryCAB,whichcanbeaccessedthroughlocaldirectories.Aspartoftheircoregeneralistandholisticservice,eachCABmustprovidehighquality

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signpostingandreferralservicestoclientsasanintegralpartoftheprovisionofinformationandadviceservicestothecommunity.

AstheCitizensAdviceservice’corporatewebsite,www.citizensadvice.org.ukstates:

“MeetingtheinformationandadviceneedsofasmanypeopleaspossibleisamajoraspirationfortheCitizensAdviceservice.In2005/06,CitizensAdvicespent£�,695,000onproducingaccurateinformationforbureauxtousetoadviseclientsandforthepublictoaccessdirectly.”

TheCitizensAdviceBureaualsothisyearsawan83%increaseinthoseaccessingitsonlineserviceandwonanationalawardforitsonlinework.

4.2.6 TheAllWalesSchoolsCoreProgrammeseekstoprovideeducation,adviceandinformationtoyoungpeopleandchildrenbetweentheagesof5-�6.Theserviceoffersaprogrammeofeducationfocussedonsubstancemisuse.Itisworthconsideringheretheroleofeducationasaformofpreventativeadvisoryservice,inthatitprovidespeoplewithinformationbeforetheybecomesubstancemisusers.Intheaspectthatitseekstoprovideyoungpeoplewithsufficientknowledgeaboutsubstancemisuseissues,theroleofeducationservicesindeliveringinformationandadviceshouldnotbedisregarded.

4.2.7 Aswellastheuseofinformationandadviceinaneducationalorpresentationformat,informationandadviceshouldalsobeprovidedwithintheworkplace.Withintheworkplacetheroleoftheemployershouldbeconsideredintermsofpromotingadviceandinformationservices,oftenthiscouldbedonethroughaHealthandSafetycontext.Employmentservicestoocanplayaroleintheprovisionofadviceandinformation.ProgresstoWorkprovidesaservicethataimstohelpunemployedindividualswithahistoryofproblematicdrugabusebackintoemployment.Itprovidessupportwithregardtotraining,educationandemployment.ItshouldbenotedthoughthataswiththeAllWalesCoreProgrammethisisnotexclusivelyanadvisoryservice,ratheritisfirstlyaservicethatseekstoresolvetheissues,andtheadvisoryelementisaby-productofthis.However,theserviceseeksapersoncentredapproachandtheserviceisdeliveredatthemostconvenientlocationfortheserviceusertomaximisetakeup.Thisisakeylessoninstructuringinformationandadvisoryservices.

4.2.8 Thesecrossoverservicesthatprovideinformationandadviceaspartoftheirrolehighlightstheneedforacleardefinitionoftheroleofinformationandadvisoryservicesinordertoensureaneffective,focussedserviceprovisionwhichensuresthatstaffarenotprovidinginterventionsinareasinwhichtheyarenotqualified.JobCentrePlusoffersnotonlyafacetofaceservicewhereclientscantalkaboutwhatservicesareavailableorwhichpeopletocontact.Acomputerisedserviceisalsoavailableallowingserviceuserstoquicklycallupinformationonemploymentissuesandvacancies.TheCitizensAdviceBureauhasrecentlyinstalledasimilarsystemofelectronickiosksthathavehelpedincuttingdownwaitingtimesandempoweredserviceusersastheycanindependentlyfindtheinformationtheyneed.

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4.2.9 NHSDirectisanonlineservicewhichaimstoprovidepatientswithawidevarietyofinformationontheNHS,illnessandadviceoncoping.Anumberofusefulfeaturesareavailablesuchasaself-helpguide,amedicalencyclopaediaandasearchenginetolocatethenearestG.P.Oneofthekeybenefitsofthissiteisthatitprovidesserviceuserswithenoughinformationtomakeaninformeddecisionaboutwhattheyneedwithouthavingtoseeamedicalprofessional.Inturnthisfreesupthemedicalprofessionalsfromhavingtoseepatientswithminorcasesorwhomaynotneedfurthertreatment.NHSDirectisfurtherbackedupbyatelephoneservicegivingusersanopportunitytotalktosomeoneaboutissues.Suchanintegratedapproachappearstobefairlycommonintheprovisionofnationaladvisoryservices.Thisisamodelthatcommissionersmaywishtoconsiderbyutilisingnationalhelplinesalongsidelocalcontactandaccesspoints.

4.2.10 Leaflets,pamphletsandposterstendtoremainthemostcommonlyusedformofadvisoryservice.ServicesrangingfromtheNHS,PrismandCwyslltCeredigioneffectivelyuseleaflets.Thetypeofleafletcanrangefromcatchallleaflets,whichjustdescribestheservice,itsaimsandgoals,tomorespecialistaspectsofserviceorproblems.Aswiththeonlineandtelephoneapproachthereareanumberofbenefitsanddrawbackstotheapproach.Thechiefproblembeingtoensurethatpeoplearereceivingtheleafletsparticularlywithinaruralsetting.OftenleafletsaredistributedfromacentralpointegG.Psurgeryorfromtheservice’soffice.Anotherissuewithleafletsistheneedtokeepthemupdatedandrelevant.Thiscanbecostlyandthesedonotalwaysreachthetargetaudience.

4.3 InformationandAdvisoryServices:RelevantResearch

4.3.1 ItisreportedbytheNationalTreatmentAgencyinEngland,thatsomecategoriesofsubstancemisusers,suchasstimulantusers,viewaccesstoinformationasavitalaspectofservicedelivery(Farrelletal.1998).ResearchonHepatitisCamongstdrugusers(Hepatitis C - guidance for those working with drug users, Department of Health)showsthatmostpeople:

“…wanttomakeinformedchoicesabouttheirtreatmentandneedaccesstoup-to-dateinformationinordertodothis.”

Thisresearchalsoshowsthateffectiveinformationandadvicecanhaveagoodimpactonalteringsubstancemisusebehaviour.Italsoshowsthatitcansupportadecreaseintheproblemsassociatedwithsaferinjectingandsafersex.Theimportanceoftheadvicebeingcurrentandstaffbeingappropriatelytrainedinordertodeliveraneffectiveserviceisalsoshowninthisandanumberofotherpublications.Adviceonalcoholissueshasbeenshowntoreduceconsumption(Wallace et al.1988).

4.3.2 AstudybytheBordersDrugandAlcoholActionTeam(ChildrenAffectedbySubstanceMisuseintheFamily)foundthatinformationandadvicewastheservicemostfrequentlydeliveredtobothyoungpeopleandadults.

4.3.3 AliteraturereviewbytheEffectiveInterventionsUnit(SupportfortheFamiliesofDrugUsers:Areviewoftheliterature)supportstheneedforpeopletohaveappropriateinformationandadviceinaccessingfinancialsupportaspartofanoverallapproach.Italsosupportstheroleofinformationandadviceinthepreventionofsubstancemisuse.ThislinksbacktotheactivitiesoftheAllWalesCoreProject.

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4.3.4 Whilstakeyaspectoftheseservicesistoassistpeopleinhavingalevelofknowledgethatincreasestheirunderstandingandabilitytodealwiththeirissues,theScottishDrugMisuseDatabase2004/05,reportedthattheperson’ssituationwhenseekingadvicecanhaveaprofoundeffectontheabilityofthatinformationandadvicetoimpactonenablingsuccessfulchange.Thusitisnotalwaysabouttheserviceanditseffectivenessbutalsoabouttheindividualswillingnesstoengagewithchange.

4.3.5 AstudybytheNationalTreatmentAgency(Marsdenetal2003)showedthattheprovisionofgoodinformationcanhaveasignificantimpactonthebehaviourofstimulantusers.Thiswasshowninsomeinstancestobelesseffectivethanamoreproactiveintervention(motivationalinterviewing)insomecasesbutnonethelessworkedwellandwaseffectiveinreducingoffendingbehaviourandimprovinghealth.

4.4 InformationandAdvisoryServices:Summary

4.4.1 Theprimarywaysofprovidinginformationandadvisoryservicescanbesummarisedasbeing:

fixedofficewithstaffandleaflets;

fixedofficeasabovewithadditionalcomputerisedinformation;

distributionofleaflets,postersandcontactdetailsthroughasmanyappropriateoutletsaspossible(theseshouldbeaswidelyavailablethroughtheeverydaylocationsinthecommunityaspossible);

internetservice;

telephone;

travellingservice;

texttomobile;

television/radioadvice;

educationandpresentations.

4.4.2 Itappearsunlikelythataservicesolelydedicatedtotheprovisionofinformationandadvicewouldexistinthespecialistsubstancemisusesector.Theseinformationandadviceserviceswillmostusuallybepartofanoverallsubstancemisuseservicedeliveryforbothpracticalandeconomicreasons.Therefore,considerationwillneedtobegiventotheprofile,standardsandfundingoftheseservicesratherthanthembeinganincidentalbyproductoftheexistenceofinterventionservices.

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5 ServiceOutcomes5.1 Thefollowingaretheexpectedoutcomesforinformationandadviceservicedelivery(whetherbyaspecialistinformationandadviceagencyoranotherspecialistsubstancemisuseservice):

thattheserviceiseasilyaccessibletoallpotentialserviceuser’swithparticularrespecttoruralandurbanissues;

thataccesstoanddeliveryoftheserviceisdoneinsuchawaytoreducetheriskofanystigmatisationoccurring(thisisimportantinhelpingindividualstoovercomeanyreluctanceinaccessingservices);

thatinformationandadviceispresentedinaveryclearandaccessiblemannerintheappropriateformatandlanguage;

thatservicedeliveryandinformationisjargonfree;

thattheinformationandadvicegivenmeetstheneedsoftheserviceuser;

thattheinformationandadvicegivenenablespeopletoaccessappropriateservicestomeettheirholisticneeds.

6 MethodologyInformationandadviceservicescanbedeliveredinanumberofdifferentwaysasdetailedabove.Thecurrentknownoptionsfromthebackgroundresearcharesetoutbelowwithasummaryofadvantagesanddisadvantagestoenableplannersandcommissionerstomaketheirownjudgementregardingappropriateservicedesignfortheircircumstances.

ServiceStyle Advantages Disadvantages

fixedofficewithstaffandleaflets

Provisionofstaffonsitecanbeusefulinthatserviceuserscandiscussthematerialavailablewithamemberofstafftoensuretheyaregettingalltheinformationtheyneed

Areathattheofficecancoverisconfinedtoageographicallocation

Alsosomeserviceusersmayhaveaccessissuesinrespectoftravel,inparticularthoselivinginruralareas

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fixedofficeasabovebutalsocomputerisedinformation

Thisenablespeopletofollowalineofenquiryattheirownpaceandmeansitis,theoretically,easiertokeepinformationupdated

Somepeoplemaynotbecomputerproficient

Againtheissuesofaccesscouldbeaproblem

Thetechnologycanbeexpensivetoinstall,set-upandmaintain

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leafletsavailableinmanycontactpoints

Muchwiderdistributionthenhavingleafletsinonespecificplace.Possiblevenuesincludehealthcentres,A+E,custodysuites,supermarkets,libraries,councilandhealthoffices,etc

Ensuringthatthetargetedclientgroupareabletoreceiveleaflets

Needtoensurethatinformationisaccurate.Thiscanbetimeandresourceconsuming

Therearethepotentialexpensesinhavingtoproducenewuptodateleafletsandensuringdistribution

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ServiceStyle Advantages Disadvantages

internetservice

OffersneutralandconfidentialservicethatserviceuserscanfreelyaccesswithouthavingtogiveoutpersonalinformationandincompleteprivacyWebsitesingeneralarecheaptomaintainoncesetup,easiertoupdateandmaintaininformationtherefore,greaterrelevance

Noteveryonehasaccesstothenet,noriseveryonecomputerproficient

Canbeaproblemwithensuringthattheadviceisvalidandnotonlyinsupportofoneparticularapproach

Ensuringtheageappropriatenessofmaterialacrossthepossiblespectrumofserviceusers

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telephone Inrelationtoserviceusersconfidentialityoffersacompleteneutralandunbiasedservice

Needforstaffwhoareabletodealwithspecialistneeds.

Issueofwhattimetoruntheserviceeg24hoursorduringpeaktimes

resolvingtheissueofcallcharges-shouldthenumberbefreephoneornot?

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travellingservice

Wouldofferafacetofacecontactpointinwhichtheissuescanbediscussedandappropriateservicesoffered.Thiswouldbeparticularlyappropriateforserviceusersinruralareas

Costofsuchaservice,intermsofinitialsetupcostandthenmaintenancecosts

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textstoandfrommobiles

Presentsarelativelycosteffectivewayofreachingandprovidingserviceuserswithinformation

Requiresserviceuserstosubmitinformationwhichsomemaynotwanttoduetoconfidentialityegtelephonenumber

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television/radioadvice

Muchthesamewayastheinternet,thispresentsawaytogiveserviceusersadviceonthetopic,andalsoafollow-upnumberorwebsite

Costofsuchacampaignoftenlimitsittothesphereofnationalgovernmentfundedinitiatives

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combinedservice

ThisisthemodelseeninEnglandandScotlandwhereawebsiterunsalongsideahelpline.Thisoffersanumberofdifferententrylevelsandarangeofapproachesthatshouldsuitall.Itensuresanintegrated,consistentandobjectiveapproach

Theremaybeissuesinlinkingtheinformationtolocalresourcesandservices.Itisalsodifficulttoprovideinformationonthewraparoundservicesthoughthesecanbesignpostedordealtwithonthehelpline

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ServiceStyle Advantages Disadvantages

educationandpresentations

SuchamodelexistsintheAllWalesCoreSchoolsProgramme,andhaspotentialforwiderapplication.Thismethodpresentsawaytoprovideserviceuserswithinformationonthedangersofsubstancemisuse,andalsoasawaytodealwithenquiriesandtodistributeadviceandinformationonservices

Issuesofconfidenceamdconfidentiality,someusersmaynotattendduetothis.Thepresentationalandeducationaltalkswouldneedtobepromotedasaneutraleventwheretheaimistoprovideadviceandinformationbutnottocriticise

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7 SpecialRequirementsLocalauthoritiesandservicesareobligatedundertheEqualityImpactAssessment(EIA)tomakesuretheydonotdiscriminateandwherepossiblethattheyactivelypromoteequality.AspartoftheEIAanassessmentofpotentialneedsshouldbecarriedout.SomeofthekeygroupsasoutlinedintheEIAwithinaninformationandadvicecontextcanbeseenas:

7.1 YoungPeople:Youngpeopleareaparticularlydifficultspecialistareaasanumberofissuescropup.Thereisfirstlytheissueofconfidentiality,youngpeoplemaynotwishtheirparentstobeinvolvedortoknow.Secondlyayoungpersonmayfeelembarrassedorafraidofthesituation.Theserviceneedstoovercomethisbyprovidinganinvitingandsecureenvironmentinwhichyoungpeoplecangettheinformationtheyneed.

7.2 MinorityandFaithGroups:Thereareanumberofculturalaspectswhichshouldbetakenintoaccountwhendesigninganddeliveringservices.Thisisparticularlyanissuewhendealingwithlanguageissues.Serviceusersthathaveparticularfaithswillneedtobedealtwithasanyotherpeople,butservicesshouldavoidhavinganycentralreligiousbiasintheirapproach.Therewillneedtobesensitivityaboutanyparticularfaithneedsorrestrictions.Languageaswellneedstobeovercomewithatleastalternativelanguageleafletsbeingavailableorinterpretersonhand.

7.3 RuralGroups:Therecanbeseriousissuesofhowpeoplecanaccesstheservice.Serviceusersinremoteruralareaswithouttheirowntransportorregularpublictransportwouldbeunabletoregularlygotoserviceofficestocollecttheinformationtheyneed.Inadditionruralcommunitiescanbecomeisolatedandadvisoryservicesneedtoreachouttothesecommunities.Rurallivingcanhaveitsownsetofstressesandtheseneedtobedealtwith(Buchan,2002andBoulangeret al �999)

7.4 PhysicalDisability:AsdefinedintheDisabilityDiscriminationAct�995(DDA),adisabilityisaphysicalormentalimpairmentthathasalong-termorsubstantialeffectonaperson’sabilitytocarryoutdaytodaytasks.Therearesome

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8.5millionpeopleintheUKwhohavesomeformofdisability.Examplesofphysicaldisabilitiesinclude,eyesight,hearing,mobilityandcognitive.Allofthesewillrequireparticularattentiondependingonthelocalincidence.

7.5 VisualImpairment:Thisincludespeoplewithvisionproblemsrangingfromimpairedvisiontonovision.Thisisparticularlyanissuewhenrelyingonweborleafletbasedadviceservices.LeafletsandinformationwouldneedtobeavailableinBraille,largeprintandclearlylaidout.Inrelationtowebpages,thosewithnovisioncanusescreenreaders,whilstthosewithimpairedorpoorvisioncanutilisezoomorbrowsersettings.

7.6 HearingImpairment:Aswitheyesightthiscanrangefromimpairmenttocompletedeafness.Thisisparticularlyrelevantwhendealingwithtelephonecommunicationorface-to-faceconsultation.Withregardtoface-to-faceconsultationsignlanguagecanhelptoovercomethisbarrier.Whilstintermsofphonelinestextphonescanbeusedsothatserviceuserscantypemessagesandreceivemessagesbackinsuchaformat.

7.7 CognitiveDisabilities:Thiscanincludedisabilitiessuchaslearningdisabilitiesanddyslexia.Learningdisabilitiescanrangefromsomeonewhohasalowlevelmentalimpairmenttomorecommonfactorssuchaspoorliteracyordifficultyinusingcomputers.Theuseofgraphicsandeasytounderstandwordingisoneoftheeasiestandsimplestwaystoensurethatinformationiseasytoaccess.InadditionasimpleandeasytofollowlayoutforwebpageswillbeofbenefittothosewithpoorITskills.

8 ServiceSpecificationThetableopposite (originally said ‘below’ - this will need to be changed in Welsh) setsouttheessentialcomponentsforeachservicestyleasalreadyoutlined.Theservicestyleslistedarebasedontheidentifiedresearchasaretheotherfactorssuchasthespecialrequirements.Itshouldbenotedthatthisisanotacomprehensivelistandplannersandcommissionersmaywishtoaddothercomponents.

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9 WorkingwithNon-SpecialistServices9.1 Akeyaspectoftheprovisionofinformationandadviceistoensurethewidestpossibledistributionofmaterialsandinformation.Thismeansthatserviceplanners,commissionersandprovidersneedtoworkwithnon-specialistservicestoensurethattheyareawareoftheavailableservicesandhaveaccesstoappropriatematerialsandinformation.LinkswillneedtobemadewithHealthPromotionWales,existingschoolsprogrammesandcriminaljusticeservicestocoordinatetheprovisionanddeliveryofinformationresources.

9.2 Thereareotherkeyareaswhereinformationshouldbeavailable.Theseinclude:

accidentandemergencyservices;

policeandcourtbuildings;

educationalestablishments;

libraries;

localauthoritybuildings;

generalpractitioners/healthcentres;

otherhealthrelatedservicesegdentists.

Thisinformationshouldbeavailablethroughavarietyofmediaincluding:

leaflets/pamphlets;

posters;

cd-rom.

9.3 Itisimperativethatlinksaremadewiththerelevantorganisationstoco-ordinatearrangementsforthedeliveryofinformationandadvicethatisreciprocalandenablessubstancemisuseagenciestohaveaccesstoinformationresourcesfornon-specialistservices.Thismayincludethedevelopmentofreciprocalarrangementsforreferraltoservices.

10 Accessibility10.1 Informationandadviceservicesmusthavenorestrictionsregardingthetypesofpeopleaccessingthemandhavenorestrictivecriteriaforaccess.Thesemustbeopenaccessservicessuitableforallpeopleandpotentialissues.

10.2 Wherepossible,servicesshouldbeeasytoaccess.Thisshouldinclude:

a. forserviceswithaphysicalbase:

aneasytofindlocation;thelocationtobeaccessibleviapublictransport;easyaccessforpeoplewithaphysicaldisability;adiscreteappearance;awellmaintainedinterior;theoptionforprivateconsultation.

•

•

•

•

•

•

•

•

•

•

------

�9

b. internetservices:

aregularlymaintainedanduptodatewebsite;awebsitethatiseasytoaccess,coherentandclearinitspresentationofinformation;thewebaddressiswidelyadvertisedensuringthatclientsareawareofitProvidesclientswithlinkstootherservicesandphonenumbers.

c. telephoneservices:

adedicatedtelephoneline(s);thenumbertobewidelyadvertised.

10.3 Aprobablecarepathwayforthedeliveryofinformationandadviceservicesis:

Anindividualrequiresinformationoradviceonasubstancemisuseissue

Accesstoinformationandadviceservice

Provisionofinformation+/oradvice

Facilitatingcontact ServiceUsertofollow withother uponinformation agencies andadvice

11 StandardsandMonitoring11.1 ThisModulecanonlysetoutstandardsforservicesdeliveredthroughspecialistsubstancemisuseservicesandnotforthoseotherservicessuchashousingandbenefitinformationandadviceservices.Inrespectoftheseanyissuesregardingthestandardofservicedeliverywouldhavetobedealtwiththroughestablishedlinks.

11.2 Thefollowingstandardsshouldbeappliedtothedeliveryofinformationandadviceservices:

a. ServiceandCommissioningStandards

No. Standard MonitoringMethods

�. Competentandfullytrainedstaff MatchingagainstNationalStandardsandorganisationsjobdescriptions(seebelow)

--

-

--

20

No. Standard MonitoringMethods

2. Informationmustbeuptodateandreviewedandupdatedregularly

Regularreviewofmaterialagainstchangestoservicespecificationsandoutlookofservices.Therewillneedtobeeffectivechangenotificationsystems

3. Thesettingofclear,focussedkeyobjectives,thatrelatetotheservicerequirementssetouthere,aspartoftheorganisation’smissionstatement

Matchingofachievementagainstobjective.Annualreviewingandupdating

4. Serviceusersmustbeabletoaccessandfindtheinformationtheyrequireto:

a) enablethemtomakeinformeddecisionsabouttheirlifestyle

b) enablethemtomakeinformeddecisionsabouttheirtreatmentoptions

c) enablethemtotakeactiontoresolveotherlifeissuesnotdirectlyrelatedtosubstancemisuse

Annualcustomersatisfactionreview

5. Serviceusersshouldbeabletoaccesscompleteinformationaboutservicesincludingaccessibility,servicecriteria,servicetypeaswellasinformationaboutself-helpandadvocacygroups

Annualauditofinformationandannualrequestforupdatedinformationfromlocalservices

6. Serviceusersmustbeabletoaccessandfindtheinformationtheyrequireinamannerthatis:

a) ageappropriate

b) takesaccountofanybarriersthatmightexist(egrurality,disability)

c) iseasytoaccess

Annualcustomersatisfactionreview

7. Informationandadviceservicesshouldbeavailablebothduringandoutofnormalofficehours

Annualcustomersatisfactionreview

Monitoringofserviceopeningtimes

8. Servicesmustberesponsivetochangingtechnologiesandservicedeliveryopportunitiestoensurethattheyareavailableandappealaswidelyaspossible

Commissionersandproviderstoreviewatleastannually

2�

b. StaffingStandards

ThefollowingDrugandAlcoholNationalStandardsmaybeusedtoidentifyrequiredstaffcompetenciesandskillsandutilisedfortraininganddevelopment:

Code Title

AA� Recogniseindicationsofsubstancemisuseandreferindividualstospecialists

AA3 Supportindividualstoaccessanduseservicesandfacilities

AA4 Promotetheequality,diversity,rightsandresponsibilitiesofindividuals

AA5 Interactwithindividualsusingtelecommunications

AA6 Promotechoice,well-beingandtheprotectionofallindividuals

AD� Raiseawarenessaboutsubstances,theiruseandeffects

AD4 Developanddisseminateinformationandadviceaboutsubstancemisuse,healthandsocialwell-being

12 Management,AdministrationandCommissioningStandards12.1 Serviceproviderswillneedtoensurethatthereissufficientmanagementandadministrativesupporttoaidtheproperdeliveryofinformationandadviceservices.Iftheserviceispartofalargersubstancemisuseservicethentheirneedstobesufficientresourcesdedicatedtothemanagementandadministrationoftheinformationandadviceservice.Theadministrationofsuchservicescanbetimeintensiveinrespectofensuringthatinformationiscontemporary,distributedasrequiredandrelevantlinksmaintained.

12.2 Itisrecommendedthattheserviceisclearregardingitsaimsandobjectives.Onemethodofthisisthroughhavingaclearmissionstatement.Withinthismissionstatementtheroleofadvisoryservicescanbeclearlydefined.Thiswouldthenallowsufficientallocatingofstaffandresourcestotheadvisoryservice,especiallyiftheservicealsoprovidesinterventionsorconsultations.

13 FutureDevelopments13.1 Astechnologyadvancesandbecomescheaper,plannersandcommissionerswillneedtoensurethattheyarepositionedtotakefulladvantageofthesedevelopmentsastheyarise.Thismayincludesuchthingsasvideolinksoranincreasinguseofonlinemediawouldmakeanumberofservicesavailable.Videolinkingwouldallowforfacetofaceconsultationwithouttheneedforstafforserviceusertoleavetheirrespectiveareashelpingtoovercomeruralandaccessissuesaswellasmaintainingprivacy.

13.2 Alreadyonthewebweseetheintegrationofadvertisementsforadvisoryservices,suchasFRANK,onwebpages.Theincreasingavailabilityandnumbersaccessingthenetwillenablesuch“adverts”tobeemployedonagreaterscaleandacrossagreaterrangeofclients.Insomesenseprovidingnon-geographicallyfixedadvisoryservices.Inthelongrunsuchonlineservicesasalreadymentionedwouldbemorecosteffective,thoughtheissueofqualitycontrolstillremains.Thereis

22

aneedtoensurethatserviceusersarebeingprovidedwithclearandaccurateinformation.Methodssuchasthosediscussedinthestandardsandmonitoringwillhelptoensurethatserviceusersarewellinformed.Fromthe�stSeptember2006,Wales’firstnationalhelpline,whichseekstoprovide24houradvicetosubstancemisusersandanyoneseekingadviceorinformation,wasestablished.Inadditionthehelplinewillenableserviceusersaccesslocaltreatmentandsupportservices(www.cais.co.uk.org/pages/newsinformation/dan.htm).AtthistimeDANexistspurelyasaphonelinewithnosupportingoralliedwebsite.

13.3 Someofthesetechnologiesalreadyexistanditisimportantthatservicesareasattractiveandaccessibletopeopleofallagegroupsastheycanbe.

13.4 Inadditiontheexactdefiningofinformationandadvisoryservicesneedstobeclearerandagreed.Theinformationandadvicefieldisaverylargeoneandinthethismoduleconsidersonlyanumberoftheaspectsoftheinformationandadvicefieldrelevanttotheparticulardeliveryofinformationandadvicewithinthesubstancemisusesector.

23

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24

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