Virtual assistance can bring real results!
It turns out that e-mail may be the best way to ask for help and receive it. Experience of De DrugLijn speaks for itself. Originally it started as a telephone line, then it transformed into a multichannel contact centre that embraces the potential of online tools for low-threshold communication. One in two inquires at the helpline is made via the e-mail webform. In 2012 the DrugLijn will have helped more than 3000 people via e-mail!
Laureate of the 2nd edition of the
The helpline’s website has grown to become the pivotal point of all contacts. It provides not only static information, but also a range of interactive online knowledge and self-assessment tests as well as online self-help. The main focus remains on confidential one-on-one contact in order to help people out with their questions, worries and concerns on substance use. Involved volunteers dedicate 3 hours per week to provide a personal, warm and tailored answer to each e-mail the helpline receives. De DrugLijn works in strict anonymity, both for the people contacting the line as for the counselors.
Project website: http://www.druglijn.be/contact/stel-je-vraag-via-e-mail.aspx