COMMITTEE GUIDELINES

Transcription

1 ENGLISH HELPLINE COMMITTEE AREA 87 SOUTHWEST QUEBEC COMMITTEE GUIDELINES This document was prepared in the spirit of Tradition 9: AA as such, ought never be organized; but we may create service boards or committees directly responsible to those they serve. TABLE OF CONTENTS!1

2 HELPLINE Committee page Primary Purpose 3 Committee Structure 3 Frequency and Duration of Meetings 3 Agenda and Committee Minutes 3 HELPLINE Organization Chart 4 Committee Meeting Chair 5 Quorum and Voting Policy 5 Office Keys 5 Financial Budget 6 Committee Members Responsibilities Length of Sobriety/Length of Term Coordinator 7 Alternate Coordinator 7 Secretary 7 Daily Liaison Person ()/Alternate 8 Phone Worker 9 Phone Worker Training th Step Worker 10 Suggestions on Answering the Phone and Handling Difficult Calls 11 Appendices Appendix 1: AREA 87 Structure 11 Appendix 2: Description of the HELPLINE Binder used by Phone Worker 12 Appendix 3: Information on Alcoholics Anonymous 13/14 Appendix 4: People and Phone Numbers to Call for Late/Unconfirmed Shifts 15!2

3 HELPLINE COMMITTEE Primary Purpose The HELPLINE Committee is one of 9 AREA 87 Committees (Appendix 1) whose primary purpose is to carry the message to the alcoholic who still suffers (Tradition 5). The HELPLINE Committee fulfills its primary purpose by ensuring that the 3 phone shifts (9-1, 1-6 and 6-10pm), are covered 7 days a week year round by trained Phone Workers with a minimum of one continuous year of sobriety. The HELPLINE Phone Worker office is located at the AREA 87 Regional Office at 3920 Rachel St. E. in Montreal. The HELPLINE phone number is In addition, volunteers are trained to: 1. Give information about Alcoholics Anonymous and AA activities. 2. Put 12 th Step Workers in contact with newcomers when necessary. 3. Provide meeting information and news. 4. Suggest other referral numbers. Committee Structure The HELPLINE Committee is composed of a Coordinator, alternate (alt) Coordinator, Secretary, 7 Daily Liaison Persons () and a Technical Support person. In addition, a pool of alternate s is maintained and is in training. There is a for each day of the week (see p4 Organization Chart). The is responsible for calling Phone Workers to remind them of their upcoming shifts and then reporting all confirmed shifts to the Coordinator. Committee positions are two-year terms and suggested sobriety requirements are: Coordinator- 4 years - 2 years alternate - 1 year Secretary- 1 year Technical Support 1 year Frequency and Duration of Committee Meetings The HELPLINE Committee meets on the second Thursday of the month at the AREA 87 Service Office, 3920 Rachel St. E. from 7-8:00pm. There is no meeting during the month of July. In accordance with Quebec Law there is no smoking at the Area Service Office. Although the Committee is active 365 days per year to ensure that the phone shifts are covered, the monthly meeting is where Committee activities and concerns are discussed. Agenda and Committee Minutes The Committee Coordinator prepares an Agenda for Committee meetings. The Secretary provides a copy of the previous meetings minutes for approval by the Committee members.!3

4 ! HELPLINE Committee Guidelines Appendix 1 Helpline Committee Structure Sunday Monday Tuesday Alternate Coordinator Wednesday Coordinator Secretary Thursday Friday Saturday Technical Support 1) Coordinator, Alternate Coordinator and Secretary form the Steering Committee 2) The Steering Committee, 7 s and Technical Support are the voting members 3) The alternate s are non-voting members!4

5 Committee Meeting Chair The Committee Coordinator chairs Committee meetings and ensures the meetings proceed according to the approved agenda and that each member has an opportunity to express their opinion. Quorum and Voting Policy There are 11 possible voting members on the HELPLINE Committee: Coordinator, alt Coordinator, Secretary, 7 s or alternates and technical support (see p4 Organization Chart). At the beginning of a Committee meeting the Coordinator determines if a quorum representing 2/3 of voting members are present. Two-thirds of the committee voting members must be present to make motions and/or vote. A minimum of 3 members must be present in order to conduct the monthly meeting. Generally, the Committee makes decisions after discussion and the voting members reach consensus. Guests may be invited to provide additional information for an informed group conscience. In addition, motions may be presented and seconded by voting members. Voting on a motion is carried out by a show of hands unless a secret ballot is requested. For a motion to be adopted, 2/3 majority of voting members present is necessary. After a motion has been carried, the minority is asked to speak as outlined in Concept 5 regarding the right of appeal. The expression of the minority opinion protects against an ill-informed majority. A Committee member who has voted with the majority and who, having heard the minority, wishes to change their vote, can request a revote. A revote motion requires a simple majority of voting members in order to be carried. This results in a new and complete discussion on the matter before a new motion and vote. Abstentions are discouraged when voting on motions. However, should they occur they are not considered in the total vote for obtaining a 2/3 majority. Office Keys The Committee Coordinator is provided an AREA 87 Service Office building key as well as a key to the photocopy room. The Coordinator maintains a record of Committee members and/or Phone Workers (not group contacts) who are issued keys especially for the 9-1pm Sunday shifts. Financial Budget The Committee Coordinator is responsible for submitting an annual HELPLINE Committee financial budget to the AREA Treasurer at the Committee Coordinators meetings in September and November. The HELPLINE budget as of 2009 (no longer combined with the Aide téléphonique budget for annual planning) includes expenses for phone rentals, coffee, office supplies, and Phone Worker Holiday parties. The annual budget also provides for the Committee s trusted servants travel expenses (as per the AREA 87 policy) and other expenses such as postage, supplies, photocopies and varia. In addition, there are funds available for the participation by the Coordinator in Special Regional Forums and AA GSO Regional Conferences. The details of the budget are reviewed each year in accordance to anticipated expenses and/or coming events and subject to the approval of the AREA 87 Committee.!5

6 HELPLINE Committee Members Responsibilities Coordinator: 4 years sobriety/2-year term 1. Coordinates all activities related to the mandate of the Committee as outlined in the HELPLINE Committee Guidelines. 2. Recruits members for the positions of alt Coordinator, Secretary, s and alternates for Committee approval. 3. Prepares the annual budget with input and approval from Committee members as well as monitors and reports expenses regularly. 4. Chairs monthly committee meetings the second Thursday of the month from 7-8:00 pm at the AREA 87 Service Office on Rachel in the Committee Room. 5. Prepares and submits monthly reports to the HELPLINE Committee and AREA 87 Committee. 6. Liaises with s and their alternates and serves as back up when required. 7. Prepares monthly statistics of phone calls received by Phone Workers from remote worker / PBX system. 8. Attends AREA 87 Committee Coordinators meetings (3-4/yr) as scheduled by the alt Chair of the AREA 87 Steering Committee and reports concerns and activities of the HELPLINE Committee. 9. Gives presentations to the 6 English District Meetings (Districts 87-06, 07, 08, 18, 19 and 20) when requested by a DCM on behalf of the HELPLINE Committee. 10. Provides for training of new HELPLINE Phone Workers. 11. Updates the Monthly Schedule of Phone Workers and Spare List of Phone Workers on a regular basis with the help of the technical support person. 12. Updates the Helpline Worker Resources (Appendix 3) regularly with the help of the technical support person. 13. Liaises with the Aide téléphonique Coordinator regarding mutual concerns such as financial budget, opening of doors on the week-ends, and who to call in case of late/missed shifts or locked doors. 14. Attends AREA 87 Saturday Meetings (7x/yr), AREA Assemblies (3x/yr), and the Delegate s Report in May. 15. Keeps an updated record of who has keys on the Committee and reports to the AREA Service Office Secretary. Alternate Coordinator: 2 years sobriety/2-year term Supports the Coordinator and replaces as required/requested. Secretary: 1 year sobriety/2-year term 1. Calls Committee members and alternates 5-7 days before the monthly meeting. 2. Keeps a record of Committee meeting minutes and decisions. 3. Supports the Coordinator as requested in preparing documentation for Committee meetings.!6

7 Daily Liaison Person (): 2 years sobriety/2-year term 1. Reminds Regular Phone Workers of their upcoming shift 3-5 days in advance so that a replacement may be found in the event of a cancellation. 2. Calls the Group Contact for the group s assigned phone shift during the week preceding the shift, and prior to the Group s regular weekly meeting. The Group Contact is asked to find the necessary Phone Workers, preferably from their Group. The Phone Worker supplied by a Group must be properly trained. The Group Contact must provide the name, phone number and specific phone shift being covered by the Group members as well as indicate if shift will be covered at the Helpline office or remotely. Any unfilled shifts by a Group will then be covered by the from the Spare Phone Workers List. Loads the names and numbers of shift workers on PBX / remote worker site the evening prior to s assigned day, ex. Monday shifts are loaded on Sunday evening. 3. Promptly transfers phone line at beginning and completion of a worker s shift via the PBX / remote worker site and verifies transfer by calling the Helpline number (514) and ensuring that a worker is ready to accept calls. 4. Reports promptly any ongoing problems with a Group, Regular or Spare Phone Worker to the Coordinator so that concerns may be addressed as soon as reasonably possible. If the situation is not urgent, it will become an agenda item under New Business at the next monthly HELPLINE Committee Meeting. 5. Keeps track of missed shifts (number of spares required each month) by Phone Workers and Groups and reports to the Committee. Three consecutive missed shifts may result in the removal or reduction of shifts by a Phone Worker or Group. 6. Refers any requests from individual members or groups for a phone shift or day on the phones, or to become a spare to the Coordinator.!7

8 Phone Worker: 1 year sobriety 1. Helps the alcoholic who is still suffering. 2. Gives Information on Alcoholics Anonymous (Appendix 4). 3. Provides meeting information from the HELPLINE Worker Resources (Appendix 3). 4. Provides available referral numbers from the Binder HELPLINE Worker Resources Provides information on AA activities found on Area 87 News ( 5. When working from the Helpline office, Press Sortie and dial 8 for all outgoing calls keeping these calls brief so as not to tie up the line. 6. Calls the and/or Coordinator if there are any problems/concerns during the shift. 7. Contacts a 12 th Step Worker in the HELPLINE Worker Resources when necessary using the following suggestions: Men with men and women with women Only gives the name and number of a newcomer when talking directly with the 12 th Step Worker on the phone (no messages) Lets the 12 th Step Worker make their own arrangements Asks the 12 th Step Worker to call back with their 8. Trains new Phone Workers using the HELPLINE Guidelines when requested. 9. Keeps the office tidy and reasonably quiet (when working at Helpline office) 10. Turns off the light and advises the French Phone Workers when leaving the last shift of the day/ night. Turn off the heat when leaving the last shift (when working at Helpline office) 11. Accept any collect call from a suffering alcoholic, but do not chat. 12. May make a long distance call in order to get a 12 Step Worker from out of town (when working at Helpline office). Log this information. Phone Worker DOES NOT: 1. Does not give out members phone numbers for any reason except the newcomer s phone number who requires a 12 th Step Worker. 2. Does not call 911 on behalf of a caller. 3. Does not contact 12 th Step Worker for drunken callers. 4. Does not encourage people who need a 12 th Step Worker or who have drank to come to the HELPLINE office. 5. Does not have more than one visitor in the office or total of two people in the HELPLINE office at any one time. Phone Worker Training If a member has one year of continuous sobriety and wants to become a Phone Worker, the member calls the AREA 87 Service Office at or the HELPLINE number at and leaves their name and phone number. Alternately, form an online form can be found at helpline/volunteer-form!8

9 The HELPLINE Coordinator will call within hours upon receipt of this information to set up one or more training sessions/shifts with a Regular Phone Worker. The Phone Worker and newly trained member call the Coordinator when the training shift is completed. Additional training sessions may be suggested. After training the Coordinator determines the Phone Worker s availability and either assigns a regular monthly phone shift and/or adds to the Spare Phone Workers List. If a past Phone Worker has not volunteered for a phone shift in over two years, he or she may be requested to do a Phone Worker training session. 12 th Step Worker: 1 year sobriety 1. Takes calls from Phone Workers 2. Makes own arrangements with the newcomer directly, keeping safety in mind. It is strongly suggested to go with another member for a pick-up of a newcomer to be taken to a meeting. 3. Does not meet with a drunken caller or at a bar. 4. Reports back to the Phone Worker at the HELPLINE office regarding the progress with the newcomer. 5. Keeps the HELPLINE Committee informed with any changes in availability.!9

10 Suggestions on Answering the Phone and Handling Difficult Calls 1. Answer the phone by saying, AA (or Alcoholics Anonymous), my name is. How can I help you? 2. Try to find out what the caller wants (meeting information, Public Information, other 12-Step programs, etc.). 3. For questions about Public Information, Correctional or Treatment Facilities, even employers or professionals who call or getting in contact with any of AREA 87 Committee Coordinators refer the caller to the General Service Office during regular business hours at See Blue AREA 87 News Bulletin for business hours. If for any reason, the Rachel Service Office is closed such as for 2-3 weeks around the holidays, then call the HELPLINE Coordinator. 4. Refer to the sheet, Information on Alcoholics Anonymous, to provide answers to questions about AA- What it does and does not do. 5. Do not give legal or medical advice. 6. Never argue with the caller. Explain that you are an answering service and will try to put them in touch with a 12 th Step Worker if necessary. 7. Encourage newcomers to go to a meeting but use your judgment if you feel that the caller needs a 12 th Step Worker. 8. Explain to the caller that many AA members are at meetings during the evening or at work during the day and that they may not get an immediate call back. 9. Before putting callers on HOLD, explain to them that we have several incoming lines and that they may get cut off accidentally. Give them the opportunity for you to call back by asking for their number, if they wish to give it. Or, to call you back in minutes. 10. Please remember that alcoholics and members of their families who call for help are sick people. Dealing with them can sometimes be frustrating unless this is kept in mind. 11. If you are criticized, tell the caller you are acting on instructions form the HELPLINE Committee (provided you are following the HELPLINE Guidelines). 12. Refer problems or questions to the HELPLINE Committee Coordinator. 13. Keep in mind that you often represent a person s first contact with Alcoholics Anonymous.!10

11 ! HELPLINE Committee Guidelines Appendix 1 Helpline Committee Structure Sunday Monday Tuesday Alternate Coordinator Wednesday Coordinator Secretary Thursday Friday Saturday Technical Support 1) Coordinator, Alternate Coordinator and Secretary form the Steering Committee 2) The Steering Committee, 7 s and Technical Support are the voting members 3) The alternate s are non-voting members!11

12 ! HELPLINE Committee Guidelines Appendix 2 Helpline Worker Resources Appendix 3 DESCRIPTION OF THE HELPLINE BINDER USED BY PHONE WORKERS The HELPLINE Binder is updated twice a month and contains the most up to date information on meeting times, dates and locations. It is recommended to review the monthly blue AREA 87 News Bulletin at the start of a phone shift as well as the Binder and Bulletin Board to keep informed of pertinent changes. The contents of this Binder are: 1. Current AREA 87 NEWS (monthly blue bulletin) 2. HELPLINE OVERVIEW GUIDELINES (abbreviated page) 3. HELPLINE COMMITTEE GUIDELINES-long version revised May, People and Phone Numbers to Call May, SPARE PHONE WORKER/12 th Step Worker Form 6. HELPLINE Committee Monthly Reports 7. MONTREAL AND AREA MEETING LIST Index Tab a. DAILY MEETINGS Sunday to Saturday b. Other Language Meetings c. Treatment Facility Meetings d. Gay/Lesbian Meetings th STEP WORKERS (alphabetical city/borough) Index Tab a. Other Languages b. Correctional Facilities c. Gay/Lesbian 9. OTHER HELPLINE PHONE NUMBERS Index Tab a. Province of Quebec b. Other AA Helplines c. Directions (geographical borders of areas-eg, West, West Island, Central, East, North, South) d. HELPLINE PHONE DIRECTORY 10. MONTHLY SCHEDULE AND SPARE LIST Index Tab!12

13 Appendix 3 Information on Alcoholics Anonymous FOR ANYONE NEW COMING TO A.A., FOR ANYONE REFERRING PEOPLE TO A.A. This information is both for people who may have a drinking problem and for those in contact with people who have, or are suspected of having, a problem. Most of the information is available in more detail in literature published by A.A. World Services, Inc. A list of recommended pamphlets and Guidelines is given on the other side of this sheet. This tells what to expect from Alcoholics Anonymous. It describes what A.A. is, what A.A. does, and what A.A. does not do. WHAT IS A.A.? Alcoholics Anonymous is an international fellowship of men and women who have had a drinking problem. It is nonprofessional, self-supporting, nondenominational, multiracial, apolitical, and available almost everywhere. There are no age or education requirements. Membership is open to anyone who wants to do something about his or her drinking problem. WHAT DOES A.A. DO? I. A.A. members share their experience with anyone seeking help with a drinking problem; they give person-to-person service or sponsorship to the alcoholic coming to A.A. from any source. 2. The A.A. program, set forth in our Twelve Steps, offers the alcoholic a way to develop a satisfying life without alcohol. 3. This program is discussed at A.A. group meetings. a. Open speaker meetings open to alcoholics and nonalcoholics. (Attendance at an open A.A. meeting is the best way to learn what A.A. is, what it does, and what it does not do.) At speaker meetings, A.A. members tell their stories. They describe their experiences with alcohol, how they came to A.A., and how their lives have changed as a result of A.A. b. Open discussion meetings one member speaks briefly about his or her drinking experience, and then leads a discussion on A.A. recovery or any drinking-related problem anyone brings up. (Closed meetings are for A.A.s or anyone who may have a drinking problem.) c. Closed discussion meetings conducted just as open discussions are, but for alcoholics or prospective A.A.s only. d. Step meetings (usually closed) discussion of one of the Twelve Steps. e. A.A. members also take meetings into correctional and treatment facilities. f. A.A. members may be asked to conduct the informational meetings about A.A. as a part of A.S.A.P. (Alcohol Safety Action Project) and D.W.I. (Driving While Intoxicated) programs. These meetings about A.A. are not regular A.A. group meetings. MEMBERS FROM COURT PROGRAMS AND TREATMENT FACILITIES In the last years, A.A. groups have welcomed many new members from court programs and treatment facilities. Some have come to A.A. voluntarily; others, under a degree of pressure. In our pamphlet How A.A. Members Cooperate, the following appears: We cannot discriminate against any prospective A.A. member, even if he or she comes to us under pressure from a court, an employer, or any other agency. Although the strength of our program lies in the voluntary nature of membership in A.A., many of us first attended meetings because we were forced to, either by someone else or by inner discomfort. But continual exposure to A.A. educated us to the true nature of the illness... Who made the referral to A.A. is not what A.A. is interested in. It is the problem drinker who is our concern... We cannot predict who will recover, nor have we the authority to decide how recovery should be sought by any other alcoholic. PROOF OF ATT ENDANCE AT MEETINGS Sometimes, courts ask for proof of attendance at A.A. meetings. Some groups, with the consent of the prospective member, have the A.A. group secretary sign or initial a slip that has been furnished by the court together with a self-addressed court envelope. The referred person supplies identification and mails the slip back to the court as proof of attendance. Other groups cooperate in different ways. There is no set procedure. The nature and extent of any group s involvement in this process is entirely up to the individual group. This proof of attendance at meetings is not part of A.A. s procedure. Each group is autonomous and has the right to choose whether or!13

14 not to sign court slips. In some areas the attendees report on themselves, at the request of the referring agency, and thus alleviate breaking A.A. members anonymity. SINGLENESS OF PURPOSE AND PROBLEMS.OTHER THAN ALCOHOL Alcoholism and drug addiction are often referred to as substance abuse or chemical dependency. Alcoholics and nonalcoholics are, therefore, sometimes introduced to A.A. and encouraged to attend A.A. meetings. Anyone may attend open A.A. meetings. But only those with a drinking problem may attend closed meetings or become A.A. members. People with problems other than alcoholism are eligible for A.A. membership only if they have a drinking problem. Dr. Vincent Dole, a pioneer in methadone treatment for heroin addicts and for several years a trustee on the General Service Board of A.A., made the following statement: The source of strength in A.A. is its single-mindedness. The mission of A.A. is to help alcoholics. A.A. limits what it is demanding of itself and its associates, and its success lies in its limited target. To believe that the process that is successful in one line guarantees success for another would be a very serious mistake. Consequently, we welcome the opportunity to share A.A. experience with those who would like to develop Twelve Step/Twelve Tradition programs for the nonalcoholic addict by using A.A. methods. WHAT A.A. DOES NOT DO A.A. does not: 1. Furnish initial motivation for alcoholics to recover 2. Solicit members 3. Engage in or sponsor research 4. Keep attendance records or case histories 5. Join councils of social agencies 6. Follow up or try to control its members 7. Make medical or psychological diagnoses or prognoses 8. Provide drying-out or nursing services, hospitalization, drugs, or any medical or psychiatric treatment 9. Offer religious services 10. Engage in education about alcohol 11. Provide housing, food, clothing, jobs, money, or any other welfare or social services 12. Provide domestic or vocational counseling 13. Accept any money for its services, or any contributions from non-a.a. sources 14. Provide letters of reference to parole boards, lawyers, court officials, social agencies, employers, etc. CONCLUS ION The primary purpose of A.A. is to carry our message of recovery to the alcoholic seeking help. Almost every alcoholism treatment tries to help the alcoholic maintain sobriety. Regardless of the road we follow, we all head for the same destination, recovery of the alcoholic person. Together, we can do what none of us could accomplish alone. We can serve as a source of personal experience and be an ongoing support system for recovering alcoholics. RECOMMENDED MATERIAL AVAILABLE FROM A.A. WORLD SERVICES, INC. Pamphlets: A Member s-eye View of Alcoholics Anonymous How A.A. Members Cooperate If You Are a Professional, A.A. Wants to Work With You Problems Other Than Alcohol Understanding Anonymity Let s Be Friendly With Our Friends Is A.A. For You? A.A. in Treatment Facilities Is There An Alcoholic in the Workplace? A.A. as a Resource for the Health Care Professional Guidelines: For A.A. Members Employed in the Alcoholism Field Cooperation With the Professional Community Public Information Cooperating With Court, A.S.A.P., and Similar Programs Videos: Alcoholics Anonymous An Inside View Young People and A.A. Hope: Alcoholics Anonymous A.A. Rap with Us It Sure Beats Sitting in a Cell Your A.A. General Service Office, The Grapevine and the General Service Structure Carrying the Message Behind These Walls Big Book Alcoholics Anonymous (American Sign Language) Twelve Steps and Twelve Traditions (American Sign Language) Catalog: Conference-approved Literature and Other Service Material A.A. Literature and Audiovisual Material For Special Needs!14

15 HELPLINE Committee! 15