FAQs

There are many reasons people call these lines. We take referrals, from GPs and hospital emergency departments, but most people call in on their own to seek help. Callers can phone anytime and there is no need for an appointment. Some of the reasons why people call us include:

• Concerned about their own alcohol and/or drug use and seeking advice on how to stop or make some changes.
• To find out what other alcohol and drug services may be available in their local community.
• Concerned about their mental health and are seeking support through local services in their area.
• Waiting for an appointment for face-to-face counselling or are looking at treatment and rehab options.
• Seeking advice on how to manage the situation of someone else's (child, partner, loved one) alcohol and/or drug use. 
• Require support to manage cravings, prevent relapse or harm reduction to reduce risks of ongoing use.
• They require advice to navigate the health systems like getting a bed in rehab or alcohol and/or other drugs and mental health support.
• If calling from outside Western Australia, we will provide the details of the equivalent agencies in the caller's state which will be able to assist in their area.

NOTE, this is not a crisis or emergency line.

If there is an emergency situation (drug overdose, fits or seizures from drug withdrawal, risk of violence etc.) it is vital that you call Triple zero (000) immediately.

For a mental health crisis, call the Mental Health Emergency Response Line (MHERL) on 1300 555 788.

If a person is feeling suicidal or thinking about harming themselves, some support lines are:

• Lifeline 24 hr crisis support: 13 11 14
• Suicide Call Back Service 24 hrs: 1300 659 467

Depending upon a persons circumstances for the call, there are a variety of ways our trained counsellors can assist you. The selection below gives an overview of some of the more common ways in which we help people who call us.

• Trying to access medically supervised detox or residential rehabilitation and help navigate these treatment pathways.
• If an individual contacts the Parent and Family Drug Support Line regarding the alcohol and/or drug use of a child, family member, or loved one, counsellors provide support and practical guidance on managing the situation.  This includes information on self-care, strategies for raising concerns with the affected person, and general advice about treatment options.  Counsellors can also assist in developing an action managment plan, including setting clear boudaries and expectations regarding the loved one's behaviour.
• When a loved one's alcohol and/or drug use begins to affect the wellbeing of the household, it can create significant distress and may require difficult decisions about how to respond. The Parent and Family Drug Support Line includes a team of volunteers who have lived experience supporting their loved ones through similar challenges. The volunteers offer empathetic listening, and understanding of the emotional impact of the situation, and guidance in developing a realistic plan of action that considers the wellbeing of both the caller and their loved ones.  Many callers report that speaking with someone who has personally navigated comparable circumstances helps them feel less isolated and less responsible for the situation.  They often describe feeling more empowered after gaining practical tools annd strategies to manage and cope more effectively. 
• If you have rung the Here for You line, our counsellors can provide advice on navigating the mental health system and what services may be available to you. We can also provide guidance on how to access a psychologist or a psychiatrist and provide contacts for mental health advocacy or for making a formal complaint about mental health services.
• If you are experiencing ongoing issues with your own mental health and wellbeing, we can suggest a range of easy and practical strategies and exercises you can put into place to help manage or alleviate symptoms of stress and anxiety. Similarly, we can provide advice on when it is appropriate or desirable to consult with your G.P. or psychiatrist on issues surrounding your medication.

The process is as follows: 

1. Your call will be answered by a recorded message with information about confidentiality.

2. The call may be monitored for training purposes. 

3. You will have the choice to talk to either a qualified counsellor or a trained parent and family volunteer with lived experience. 

4. If you selected to speak to another parent, a qualified counsellor will introduce themselves and ask for your first name and some information about your situation before transferring you through to a volunteer.  

5. If you are feeling nervous, the counsellor is trained to start the conversation by asking questions to help you talk about what you have been going through. 

6. The counsellor or volunteer can assist you to find other services you can get more help from including support groups and programs for any family members affected by someone else's alcohol and/or other drug use.

7. As your call wraps up, you may be offered a follow up call or encouraged to call back.  

If you are worried about someone close to you, you can call the Parent and Family Drug Support Line to work through your feelings, learn healthy coping skills and strategies to handle a loved ones difficult behaviours. Importantly you can learn to look after yourself as selfcare is important and you may also wish to attend one of our support groups or programs. Go to "Find Support Groups and Programs" to find an event that suits you.

All ADMHSS services are free.

A volunteer is a family member  of someone who has experienced alcohol and/or other drug and/or mental health issues. The Alcohol, Drug and Mental Health Support Service has trained all volunteers to provide support.

A volunteer’s role is to draw on their lived experience of supporting a loved one through an alcohol and/or other drug issue, as well as facilitating training for the Alcohol, Drug and Mental Health Support Service. Callers often tell us how helpful it is talking to a volunteer who understands their situation from a personal perspective. Many callers report feeling less alone, less to blame and more empowered by gaining tools and strategies to help them cope better with the situation.

ADMHSS has a legal duty of care responsibility to share information with emergency services if a caller discloses they have intention to harm themselves or others in order to help keep those involved safe.

Other than that, information would only be shared, if relevant, with other members of the ADMHSS support team. If consumer case notes were subpoenaed for a legal case, the ADMHSS may be obligated to share them.

Yes, the Alcohol, Drug and Mental Health Support Service records brief notes of the call under the State records Act. These are kept in a confidential and secure electronic system that cannot be accessed by any other service.

We are a Western Australian based service so if you are calling from interstate, we will direct you to your local Alcohol, Drug and Mental Health Information Service.

For information on  Public Interest Disclosures of Freedom of Information requests, please click on the links.