Orientation Presentation

1. Orientation Presentation

2. 877.767.7676952.939.3939507.281.2227

3. What is our message?

6. WHAT IS THE HELPLINE’S PRIMARYOBJECTIVE?

7. PRIMARYOBJECTIVE • TO GET THE CALLER TO A MEETING BY PROVIDING ACCURATE MEETING INFO.

11. Requirements • Minimum 6 months continuous clean time • Schedule at least one 3 hour shift • Understand Helpline guidelines • Attend a Helpline orientation • Regular access to email and the internet • Access to a phone (cell or landline)

12. Requirements • MOST CURRENT, printed Regional Meeting Schedule at Hand • Communicate via email once a month • Learn/Use 12 Steps of NA • Learn/Use 12 Traditions of NA

13. DO’S • Answer the phone with the following greeting: “Hello, this is Narcotics Anonymous. How can I help you?” • Use NA terminology but don’t ask the caller to use NA terminology – Don’t use Jargon • Have at Hand Current Printed Regional Meeting Schedule • Have at Hand Helpline Orientation Packet & Resource List & Events Calendar • Answer the helpline during your scheduled shift, but NOT if you are driving. Sometimes you will answer the call and the call and you will be disconnected. • If your schedule changes tell us at helpline@naminnesota.org

14. DO’S • Ask questions till you find out what the caller wants. • Our PRIMARY GOAL is to direct callers to meetings. • Tell them about NA, not our personal stories. • Words of wisdom: “If you check out a NA meeting you’ll be able to determine if NA is for you.” Or, “give NA a try and see for yourself.” • Familiarize yourself with Online Meeting list at www.naminnesota.org

15. DO’S • Be helpful and polite to all callers regardless of their attitude. • Refer when necessary – we never endorse any other organization • Learn and apply the Traditions in all your interactions with callers. • Give accurate information about NA – say “I don’t know” if you don’t know. • Our helpline is a community service NOT a crisis line. • Respond to the monthly check-in email to confirm your availability.

16. DON’T’S • Never answer the phone if you are driving or you’re unable to give accurate meeting schedule information. • Don’t use jargon, i.e. “keep coming back” • Never argue • Never handle calls you are not qualified to answer. • Don’t give medical advice. • Do not counsel or advise anyone on anything other than trying to get them to a meeting. • If the call is an emergency, direct them to call 911 or transfer to Resource List.

17. DON’T’S • Never call back a missed Helpline call. • Don’t get frustrated if you get disconnected. • Never try to SOLVE the caller’s problems – Get them to a meeting. • Never suggest meeting someone ALONE. Get them to a meeting and meet them AT the meeting. • Never give anyone a ride to a meeting ALONE. • If someone is obviously high, suggest they go to a meeting – ask them to call back when they are not using or when they want to go to a meeting.

18. DON’T’S • Never give out people’s names or phone numbers. • Never tell someone who was at an NA meeting • Never be rude, short, or disrespectful. • Never use profanity. • Do not assume. Give caller space to ask for what they need. Ask questions till you know what they need. • Never guess the answer to a question. If you do not know, tell the caller you do not know. • Never glorify addiction by telling war stories.

20. Comparison of Volunteers and Calls per Shift