Orientation Presentation

877.767.7676952.939.3939507.281.2227

What is our message?

WHAT IS THE HELPLINE’S

PRIMARYOBJECTIVE?

PRIMARYOBJECTIVE

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

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)

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

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

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

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.

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.

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.

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.

Comparison of Volunteers and Calls per Shift

Volunteers per shift

Midnight - 3 AM

3 AM - 6 AM

6 AM - 9 AM

9 AM - Noon

Noon - 3 PM

3 PM - 6 PM

6 PM - 9 PM

9 PM - Midnight

Sunday 6 6 6 4 5 6 5 7Monday 5 5 5 4 5 8 7 9

Tuesday 7 5 6 4 4 7 6 6Wednesday 7 5 6 4 4 10 9 7Thursday 6 5 6 4 5 6 6 8Friday 8 5 5 6 6 6 7 7Saturday 7 6 7 5 4 4 4 7

Calls Destinations

Midnight - 3 AM

3 AM - 6 AM

6 AM - 9 AM

9 AM - Noon

Noon - 3 PM

3 PM - 6 PM

6 PM - 9 PM

9 PM - Midnight

Sunday 2 1 1 5 4 1Monday 1 6 13 12 6 4Tuesday 2 5 13 10 9Wednesday 5 5 10 5 1Thursday 1 6 5 9 2Friday 1 5 4 6Saturday 3 1 8 7 3 8 3

Total per Shift 5 0 6 36 44 53 40 9% per shift 3% 0% 3% 19% 23% 27% 21% 5%