FESAT Conference Taking a Call on Cannabis- Drug Helplines Response Monday 1 October 2007

1. FESAT Conference Taking a Call on Cannabis- Drug Helplines Response Monday 1 October 2007 ‘Will zeroes and ones take us there?’ E-counselling and cannabis Tom Evenepoel, co-ordinator De DrugLijn

2. “Across the world the message fliesInformation, truth and liesIt's all yours and it's all mineYou just have to find the timeWe're all the same, we share the blame, we play the gamesIf it's yes or no the decision is easy, it's easyZeroes and ones will take us there.”

3. De DrugLijn • 2. A new way of communicating • 3. Results • 4. E-counselling and cannabis • 5. E-counselling in practice • 6. Conclusion

4. 1. De DrugLijn • Started as a telephone helpline in 1994 • For the Dutch speaking community in Belgium (approx. 6 mil.) • Since 1996: flyers and brochures • Since 1999: website, elaborated site since 2003 (+ 200 webpages) • Pilot project ‘e-mailcounselling’ in 2004

5. 2. A new way of communicating • A change of hearts… • Occasionaly answering e-mails since approx. 2001 • No policy or strategy: often simply asking people to call our helpline • Reluctance amongst staff about answering questions online

6. 2. A new way of communicating • Five stages of a telephone conversation • 1. opening/welcome • 2. exploring the question • 3. defining the problem • finding a strategy • round-up • support • advice • insight • counseling • referal

7. 2. A new way of communicating ”I think I’m addicted… please tell me what to do!” How on earth can you answer such a question? The reply would be a tenfold of questions! Aren’t we missing some enormous opportunities?

8. 2. A new way of communicating • And a change of minds… • What kind of questions could we answer: information - advice - help • How to deal with the limitations : • Decontextualisation • ”Channel reduction”

9. 2. A new way of communicating • Possible advantages become clear: • Writing takes more time and effort (motivation) • Writing involves structuring ones own thoughts • - Writing allows to let of steam in a safe way • - Distance in time allows consideration of what to write and how to formulate it • Written messages can be saved or stored • Writing allows to define one’s own tempo

10. 2. A new way of communicating • Policy & guidelines: • All kind of questions (information, advice and help) • Only answering mails via the web application (safety + follow-up) • Answer within 5 working days (no emergencies) • Maximum 3 inquiries on the same topic • Always a personal and ‘tailored’ answer

11. 2. A new way of communicating • Script: • Receiving and categorising the e-mail • Printing and reading the e-mail • Formulating an answer • Check & proofreading by a colleague • Sending the answer

12. 3. Results

13. 3. Results – online evaluation • Why did you prefer to mail? • 48% « it suits me better » • 28% « I find it more practical » • How did you feel about the answer? • 94% finds personal enough • 98% is satisfied with its length • 93% is satisfied with the ‘tone of voice’ • 91% is pleased with the content • 84% found it helped them out • Overall score: 8.8/10

14. 3. Results – online evaluation I’m very glad I had a try and e-mailed you. I didn’t dare to call, because it’s so much easier to write things than to say them. This e-mailservice is a very good idea! Young people are far more familiar with the computer than with the telephone. All went very well. It’s wonderful that I can ‘talk’ about drugs via the internet. I know that using drugs can be risky, but talking about it in this society… with all its prejudice and ignorance isn’t easy. Thank you very much ! I got a very clear and very quick answer. Thanks a lot. Thank you for your understanding and sincere concern.

15. 4. E-counselling and cannabis Who ? Gender: More men compared to calls and to e-mails in general Age: 30% from 15 till 20 years old 27% from 20 till 25 years old 13% from 25 till 30 years old Telephone 17% 40 till 45 years old 24% 45 till 50 years old 10% 50 till 55 years old

16. 4. E-counselling and cannabis Who ?

17. 4. E-counselling and cannabis

18. 4. E-counselling and cannabis

19. 5. E-counselling in practice Hugo, 30 y. Subject: getting of cannabis I’ve been smoking cannabis since I was 18. Some episodes a lot (5 till 7 joints a day) sometimes no cannabis at all. I’m 30 now and want to quit. I’ve tried cutting down with the help of a psychologist, but with little results. How can I quit? Can you help me?

20. Tom, 17 y. Subject: stopped for a week, feeling strange I’m a 17 year old boy and I’ve been blowing for about a year. In the beginning about once every other week. During summer holidays I started using a lot (about 3 joints a day). The last week I blowed, I felt bad (anxious) afterwards. Now that school started, I haven’t smoked weed in the last 8 days. But I still feel a bit strange, sometimes I start to sweat and feel anxious or start panicking. How come and will it go away?

21. Jeff, 18 y. Subject: my mum’s panicking I used to occasionaly smoke a joint at festivals. My mum found some of my weed. I immediatly addressed her about it myself and started an honoust conversation. In the end I agreed to quit completely. Still, my mum thinks I’m a junkie and wants to check my urine. She constantly accuses me of getting addicted, even when I’m simply drinking a beer or behind my computer (I’m an ICT student…). I’m getting tired of those false accusations. I’m really getting desperite and hope that you can help.

22. Jorgo, 18 y. Subject: cannabis and child I’m going to be father in 3 months time, but I occasionally smoke cannabis (about 4 joints a week). I don’t smoke near my pregnant girlfriend and won’t do so once the baby’s born. I always go and smoke outside. I wondered if they can take our baby from me if they find out I use cannabis. I’m 18 years old, my girlfriend is 16. Thanks in advance.

23. Sara, 24 y. Subject: cannabis addiction I was planning to call you but I’m afraid it will be too expensive with my mobile phone. I’m addicted to cannabis, just like my boyfriend. I’ve been using it for a year now, and I’m starting to get some financial problems. I would like to stop, but simply can’t… I’ve set a new date but doubt if I’ll manage. My friend should quit as well, but he’s only just starting to realise that he’s got a problem. I don’t think we can get enough support from each other and I’m scared of approaching someone else for help. I’m planning to talk to my doctor about it. Have you got further advice or tips?

24. 5. E-counselling in practice • Answering strategy: • « Thank you for contacting our helpline » • Short summary of the e-mail and the main questions • structure the questions and thoughts • avoid misunderstandings 3. Positive feedback + supporting • gaining confidence and motivating • showing recognition for the effort and concerns

25. 5. E-counselling in practice • Answering specific questions or topics + adding explorative questions • showing involvement and commitment • Getting the dialogue going • between mailer and helpline • « dialogue of the mailer with himself » • Offeringalternatives and considerations • giving perspective for change showing recognition for the effort and concerns • Supporting, inviting to mail back and round-up

26. 3. Results Evaluation by the helpline staff: • The e-service has clearly given a boost to the dynamics in our service • Very challenging for your own skills and expertise as a helpline worker • That same fact makes it also very motivating • The script we follow (writing and reading answers) stimulates exchange of ideas, knowledge • Very time-consuming

27. 6. Conclusion • - even more anonimity than the telephone • - distance in space and time makes it even more low-threshold • it can appeal to some that might find it difficult calling • modern day communication extra appealing for young people • it especially manages to reach young males (most important group of cannabis users)

28. 6. Conclusion • Topics addressed are often more sensitive (re. ‘taboes’ on cannabis problems, legislation,…) • The sense of control on the communication seems to be of huge importance • E-mailers want personal contact, but want to keep a distance as well: trust is a key element • E-mailcounseling seems extra demanding, but expectations are different as well • Figures show that telephone and e-mail are very complementary

29. 6. Conclusion The future? Telephone helplines have always been a gateway In recent years they have become crossroads: different groups with different kind of questions contact a helpline line via different channels E-mailcounselling as an onset to further online early interventions for problematic users zeroes and ones can help us get there

30. Contact details www.druglijn.be :tom.evenepoel@druglijn.be (0032 2 423 03 44