New helpline launched in 2022
On 2 March 2022 the Here For You Support Line (1800 HERE4U) was launched by the Minister for Health, the Hon. Amber-Jade Sanderson. Here For You was envisaged as a single point of contact for “anyone concerned about their own or another person’s alcohol, other drug use and/or mental health issues.”
This article explores how the Here For You line came into being, how it has evolved as well as providing a brief overview of the types of calls it deals with on a daily basis.
The drug and alcohol helpline in WA: a brief history
Western Australia has had a designated state funded alcohol and other drug helpline since 1986 when the Alcohol and Drug Information Service (ADIS) was launched. Initially it was part of the WA Alcohol and Drug Authority (ADA), which subsequently became the Drug and Alcohol Office (DAO). In 2015, ADIS was rebranded as the Alcohol and Drug Support Service (ADSS). In the same year DAO was abolished as a separate statutory authority and amalgamated into the Mental Health Commission of WA (MHC).
The name change of ADIS to ADSS recognised the fact the phone line does more than just provide information. While answering questions about substances and services are a part of the work done, many callers are grappling with complex issues related to their own or other people’s substance use. Counsellors work within a solution focused therapy framework to help callers to address these issues, employing a variety of approaches including harm reduction, motivational interviewing, goal setting and referral to other services.
Broadening the helpline's scope
Just as it became clear over time that the helpline dealt with much more than information provision, it also became clear that ADSS dealt with issues beyond alcohol and other drugs. Since its inception, ADIS/ADSS has supported callers whose issues include mental health concerns.
Since the amalgamation of DAO with the MHC, the guiding vision for ADSS has changed. There has been an increasing awareness of the need for a designated helpline for callers with mental health issues. As an established helpline with significant experience with callers who have mental health concerns, ADSS was well placed to meet this need.
In August 2020, the Mental Health Executive Committee (of the MHC) approved a project to create a model of service for a telephone support and system navigation helpline for clients with mental health, alcohol and other drugs and co-occurring issues. This helpline would be one part of a larger project, the Immediate Drug Assistance and Coordination Centre (IDACC). IDACC’s brief was to provide accessible and immediate mental health and alcohol and other drug support for the community.
Implementation
In December 2020, it was decided the proposed helpline would be implemented using the existing capability, infrastructure and expertise of the ADSS. The ADSS expanded to support callers with mental health and/or co-occurring alcohol and other drug needs. After a 15 month development process, in 2022 this culminated in the launch of Here For You. Since then, the Here For You line has become an integral part of the ADSS.
To recognise the wider mental health focus as a vital part of the service, ADSS has been rebranded as the Alcohol, Drug and Mental Health Support Service (ADMHSS) in 2024.
Why call Here For You?
Some of the calls to Here For You have an explicit mental health focus, while others may only involve alcohol and other drug issues. Often calls will involve both. A caller may require some simple information such as a telephone number of a treatment service and such a call may be under a minute. Other callers may have a complex set of concerns and these calls will typically be much longer.
The range of caller mental health related concerns is vast and reflect trends in society. Anxiety and depression related calls are more frequent than calls relating to bipolar disorder, schizophrenia and other psychotic disorders. Some callers are seeking assistance with accessing support services and navigating the complexities of the mental health system. When callers have co-occurring mental health and alcohol or other drug issues, they are often aware their substance use is an unhelpful coping mechanism and are keen to learn other ways of coping. Sometimes callers to the service may have had multiple contacts with mental health services but never addressed the impact of their substance use on their psychological wellbeing.
The same but different
The work of counsellors at the Alcohol, Drug and Mental Health Support Service has fundamentally remained the same over the years despite the scope having broadened to include mental health concerns. Counsellors have always and continue to speak to people who are seeking help. Working within a solution focused framework, counsellors try to help callers identify practical strategies to address the issues which are most pressing to them. They aim to leave callers feeling validated, supported and empowered by the end of the call.
What callers say about Here For You
Feedback received from clients about the service indicate that callers benefit greatly from Here For You. Some of the comments include:
Excellent service with very knowledgeable and experienced staff who provided me with support, advice, guidance, tips and refer me to some useful online resources, information, support and connect me with other services.
Incredibly attentive and supportive in both listening and providing practical knowledge based on my own issues. I really felt listened to, and I am much more stable knowing if I'm ever struggling or needing advice that I can call this service and receive such amazing support.
I was treated with respect compassion understanding---very non-judgemental. Thank you and I am so glad I reached out for help.
Thank god for u guys
Page last updated8 January 2025
