PHONE LINE TRAINING GUIDELINES

Transcription

1 PHONE LINE TRAINING GUIDELINES NA s PRIMARY PURPOSE IS TO CARRY THE MSSAGE TO THE ADDICT WHO STILL SUFFERS & THE PHONELINE S PRIMARY PURPOSE IS TO HELP AN ADDICT FIND A NARCOTICS ANONYMOUS MEETING TO ATTEND. TO BECOME A PHONE LINE VOLUNTEER YOU MUST HAVE: 1. A minimum of 1 year clean time. 2. Knowledge of the 12 Steps and 12 Traditions of NARCOTICS ANONYMOUS. 3. A NARCOTICS ANONYMOUS sponsor. 4. The willingness to serve and give of personal time. AND BE WILLING TO 1. Meet a commitment to show up for training at a given time. 2. Be oriented by an approved Volunteer and for 2 two-hour shifts with a phone line volunteer. 3. Maintain a working knowledge of the phone line subcommittee guidelines. 4. Follow the 12 Step call procedures 5. Use Narcotics Anonymous language: you are an addict not an alcoholic, you are clean not sober; you refer to the Basic Text, not the big book. We respect the AA traditions, just as they would respect our. DOS AND DON T S DOS: 1. Do carry a clear and consistent NARCOTICS ANONYMOUS message. 2. Do encourage the addict to attend a meeting by giving them the day, time, location and directions (if needed). 3. Do have a member from the 12 Step call list call the suffering addict back if needed (women for women, men for men). 4. If unable to reach a 12 Step volunteer, call the addict back yourself. 5. Do refer to the NA Basic Text or the It Works How and Why for 12 Step protocol. 6. Do log all calls incoming and outgoing. 7. Do print clear and complete NA Business related message on our memo pad. 8. Do refer to NA business to the PI Chair (if needed). 9. Do refer to Spanish speaking callers to the PI Chair if unable to answer their questions. DON T S: 1. Don t ever give medical advice, names of hospitals, detox centers or recovery programs, as NA does not endorse any facility or outside enterprise.

2 2. We are not professionals, we do not make recommendations, and we do not offer advice. Remember you are representing Narcotics Anonymous. 3. Don t speak with parents or non addicts (except to give them the time and place of an open NA meeting). We need to respect the anonymity of everyone! 4. Don t use the 12 Step list or phone line subcommittee member s list for anyone s personal needs. The numbers are for phone line use only. 5. Don t have long conversations on the phones. We need the phone to be available to all addicts. 6. Don t make personal calls from the phone lines, except in case of emergency. USE OF PHONELINES: 1. Remember and remind others that these are business lines. The phone is here to carry the message to the addict who still suffers. Suggest that people use their cell phones or others to make personal calls. 2. Never call information (411 or or any other helpline). 3. Don t tie up the lines. Calls should be short in duration. You are expected to be responsible in this regard, exercising both empathy and good judgment. 4. The cell phone will have a record of calls and should be consistent with the phone log that you will be required to use. 5. Answer the phone: This is. How may I help you? Narcotics Anonymous, this is. Narcotics Anonymous, how may I help you? Narcotics Anonymous, my name is and I am an addict. Narcotics Anonymous, I am an addict, how may I help you? 6. Please do not answer in a creative or humorous fashion. 7. TO THE PUBLIC-YOU ARE NARCOTICS ANONYMOUS. The attitude you project is very important. You are a VITAL LINK to NA s PUBLIC IMAGE. 8. Be positive. Represent a program that works to help the addict. Carry the message of NA ONLY! DO NOT REFER people to other 12 step programs, doctors, mental facilities, outpatient programs, recovery houses, club houses or businesses. This is in accordance with our 6 th Tradition. NA does not endorse any facility or outside enterprise. 9. Please take care of yourself. If you receive a distressing call, please call a member of the phone line subcommittee (or someone in your support group). We are here to support each other. 10. A call that is actually a true emergency nature such as: eminent physical danger, personal endangerment, danger is in proximity, A. Get any and all information having to do with the situation B. Don t be a hero, we do not have a solution so call a professional C. Call 911 D. Phone line chair should be notified asap of the situation.

3 MESSAGES: 1. Print clear, complete and dated messages, with a name and call back number. 2. Once you have taken the message, try to reach the appropriate party. 3. Use the message pad for any and all messages. Please do not remove the yellow copy from the message pad. 4. Please keep messages to Off The Wall Area business. Do not take or send personal messages using the NA phone lines. CELL PHONE USE: 1. The cell phone is your responsibility when it is in your possession. If you lose it, you bought it. If it breaks, call the phone line coordinator immediately. 2. The phone must be on 24 hours a day. Please charge it in the evening when you are home. It has a cradle that is very easy to charge. 3. If you miss a call, please call the person as soon as possible. DO NOT LEAVE A MESSAGE! 4. The hotline binder should be kept with the cell phone at all times and should be used on a consistent basis. 5. ALL calls should be logged. Incoming and outgoing calls. 6. Should you need a day or few hours off from the phone, it is very easy to call the other NA cell phone and ask if the other volunteer can cover you for that amount of time. 7. Please make sure the NA Phone Lin is covered at all times during your shift. 8. The cell phone has a convenient feature. a. The contact list is separated by town in the group list b. When taking a 12 Step call, look as the town first then look up male or female. 9. DO NOT use the cell phone for personal use. RECEIVING A CALL: 1. Answer the phone A. This is. How may I help you? B. Narcotics Anonymous, this is. C. Narcotics Anonymous, how may I help you? D. Narcotics Anonymous, my name is and I am an addict. E. Narcotics Anonymous, I am an addict, how may I help you? 2. If the caller is calling for information on a meeting refer to the meeting schedule and find the day, location, time and whether it s an open or closed meeting. 3. DO NOT REFER people to other 12 step programs, doctors, mental facilities, outpatient programs, recovery houses, club houses or businesses. This is in accordance with our 6 th Tradition. NA does not endorse any facility or outside enterprise.

4 4. If they are calling for NA Off The Wall activities, refer to the announcements in the phone line binder. Do not refer people to other non-related activities. 5. If you receive a call from as addict and; *they are asking for someone to take them to a meeting or they are a genuine 12 Step call: A. Ask the following question. i. Get their first name and phone number, in case the call is dropped. We don t want anyone to think we hung up on them. ii. When was the last time they used? iii. What town are they in? B. Tell them, I will call someone and have them call you back. This is to keep the phone line open for other addicts in need, and to allow volunteers to fulfill their commitment. C. Tell them, If I can t get a hold of anyone, I ll call you back myself. D. Call someone on the 12 Step hotline list (preferably in the same town) i. The phone numbers for 12 Step volunteers will be in the cell phone directory and in the binder. They will be listed under the town identifiers first. 1. BR-Berthoud 4. GR-Greeley 2. EP-Estes Park 5. LV-Loveland 3. FC-Fort Collins 6. WN-Windsor E. Give the phone line volunteer and only the volunteer the information; (do not leave a message or tell someone the information other than the person on the list). F. Tell the phone line volunteer, If you do not get a hold of them or you need help, call me back asap. DO NOT LEAVE A MESSAGE! HANDLING A 12 STEP CALL: 1. When you take a 12 Step call, make sure you speak to the person that called the phone line. Do not speak to anyone else. a. When speaking to the person, encourage them to get to a meeting b. Make sure you do not pick up someone to take to a meeting alone. Never go to someone s house. Meet them at a public place with a fellow addict (we do not go anywhere by ourselves). We never pick up addicts at their house, never groups of more than two. 2. While you are speaking to them, DO NOT REFER people to other 12 step programs, doctors, mental facilities, outpatient programs, recovery houses, club houses or businesses. This is in accordance with our 6 th Tradition. NA does not endorse any facility or outside enterprise. 3. Your overall goal is to help an addict get to a meeting and uphold NA s primary purpose which is, TO CARRY THE MESSAGE TO THE ADDICT WHO STILL SUFFERS. 4. If you need help handling a 12 Step call and you are unsure of yourself; please ask for help by calling another addict with a firm understanding of our twelve

5 YOU RE PARTICPATION: steps and twelve traditions. Don t let your ego or inexperience get in the way of our primary purpose. 1. Your cooperation in helping to keep a voice on the phone line is greatly appreciated. 2. PLEASE KEEP YOUR COMMITMENT. The phone line needs to be covered in order to carry the message to the addict who still suffers. 3. It is the phone line volunteer s responsibility to learn and follow all policies that have been set forth in this training document. 4. All Off The Wall Area phone line guidelines have been approved by the PI subcommittee and must be upheld. 5. We strongly suggest that you read all PI subcommittee minutes to be aware of changes and current issues. Phone line volunteers are encouraged to contact the Phone Line Coordinator, PI Vice Chair or PI Chair (In that order) if there are questions regarding phone service or these responsibilities. 6. When in need of a substitute for your shift, try to plan ahead. Check the authorized volunteers list in the binder. If you cannot find someone from the list, leave a message with the phone line coordinator, with your name, number, date, time and that a substitute is needed. 7. Should you need a day or a few hours off from the phone, it is very easy to call the other NA cell phone and ask if the other volunteer can cover you for that amount of time. 8. Make sure that the shift is covered before it becomes your commitment. 9. It is not required, but also suggested, that volunteers attend the PI Subcommittee Meetings each month. (Refer to the Off The Wall website, for time and location).