FAQs

Concerned Others

Why would a concerned other contact the Helpline?

The Helpline has available people with information, advice and guidance to assist you in understanding and caring for someone impacted upon by alcohol or other drugs. At the same time the Helpline can provide you with advice and guidance for looking after yourself.

What is meant by ‘concerned other’?

A concerned other is someone that is concerned about a friend or whanau or family member.

Helpline

Who operates the Alcohol Drug Helpline?

The Helpline, this website and the Treatment Directory are provided and maintained by Homecare Medical – a partnership between Pegasus Health and ProCare, two of New Zealand’s largest primary health networks. Read more

What training do Helpline staff receive?

All Helpline counsellors are given comprehensive initial and ongoing training by our service to help people with alcohol and other drug issues. Counsellors complete external study for appropriate qualifications and take part in ongoing professional development and supervision.

What records does the Helpline keep?

As a Government funded service provider, the Helpline is required to provide a record of aggregated data about the number and type of calls made to the Helpline. These reports do not include any personal or identifying information about individual callers. Your call may be monitored for supervision purposes. This in necessary to ensure our counsellors receive appropriate training in how to create a positive and rewarding experience for you.

What forms of treatment are available from the Helpline?

The Helpline is able to conduct a brief assessment your current situation, provide advice and guidance and refer you to an appropriate provider. Most importantly, at the Helpline we listen to your story, without judgment and your conversation remains confidential.

Is this a confidential service?

Yes, all calls remain confidential. The only exception is where someone’s life is in immediate danger. The Helpline adheres to the Code of Health and Disability Services Consumers’ Rights.

Do I need to pay any money?

No, the alcohol drug helpline service is free.

Treatment

What is a ‘brief assessment’?

This is where a trained and experienced Helpline counsellor talks with you about your current situation, how much you drink or how you use drugs, about your general health and about your desires to change. This assessment enables them to provide you with appropriate advice, guidance and help. Your information remains anonymous and confidential.

How will I know if I have a problem?

Each person is different. There isn’t one right answer. You, or a family member or friend may have noticed changes in your behaviour, a compulsive need to use alcohol or drugs, a sense of dependence upon alcohol or drugs. If you are unsure, it costs nothing to call the Helpline on 0800 787 797. Your call remains confidential.