ATDC 2014 Conference Presentation on ReGen's experience utilising web-based approaches to support service delivery, consumer participation and public advocacy.

1. Improving treatment,
consumer participation
and advocacy with
web-based approaches
Challenges and opportunities for AOD
services
Paul Aiken, Evaluation & Communications Team Leader
@ReGenUChttp://www.facebook.com/ReGenUC

2. The issues
Challenges
• Pressure on health funding
• Expectation of ICT to increase efficiency
• AOD service reforms
• AOD sector slow to adopt new approaches
Opportunities
• Internet now main source of health info
• NBN, mobile access
• Rise of ehealth/telemedicine & Web 2.0
• Increased service accessibility

3. What does it
mean?
Web-based (doing stuff online)
• ICT enabled
• Accessibility
• 24/7
• Geography
Web 2.0 (applying good practice)
• Participative
• Interactive
• Transparent

4. What’s
ReGen
been
doing?
Treatment/Harm reduction
• Website – screening tools
• Bluebelly
• Videoconferencing
• Assessment
• Non-Residential Withdrawal
• Case conferencing
Consumer Participation
• Website – comments, consumer blog
• Social media

5. What’s
ReGen
been
doing?
Advocacy
• Website/social media
• Online publishing
Professional Development
• Heads Together
• Curation
• Social Media

6. Treatment
Improving accessibility
• Stigma
• 24/7
• Geography
• Engagement (including via SM)
Service quality/efficiency
• Capacity building
• Referrals
• Logistics

7. Challenges
for AOD
services
Challenges
• Fear of the unknown
• Lack of expertise
• Cultural resistance
• Not funded
Strategies
• The medium is new, the practice isn’t
• Encourage staff/consumers/supporters with
interest in ICT (project champions)
• Small steps, support people through the
process & demonstrate the practical benefits
as you go
• Future funder expectations (be prepared)

8. Consumer
participation
Website
• Reporting/transparency
• Consumer blog
Social Media
• Self-selecting
• Alternative source of service feedback
• Inclusion in consumers’ own networks
• Extension of therapeutic contact

9. Challenges
for AOD
services
Challenges
• Privacy (consumers & staff)
• Stigma
Strategies
• Respect peoples’ choice (opt in)
• Validation, empowerment, advocacy
Opportunities
• Opportunities for further engagement
• Support communities (peers & workers)

10. Advocacy
Old media
• Access to journalists
• Raised profile through curation
• Increased audience for unpublished
media releases
New media
• Online publishing
• Access to new audiences
• Easy integration of web-based content

11. Challenges
for AOD
services
Challenges
• Work/life balance
• Brain explosion
• Risk aversion
• Privacy
Strategies
• Develop a routine, set some limits
• Take your time, share the load
• Trust your staff, apply clinical practice
principles
• Let staff/consumers make informed choices

12. Case Study 1:
Assessment via
videoconferencing

13. Case Study 1:
Assessment via
videoconferencing
Barriers to engagement
Assessment
• 3hr bus (return) to Wodonga, nearest
CHC
Withdrawal
• 1.5 hrs to Wodonga
• 4hrs (train) to Melbourne
• Cab to hotel (overnight stay)
• Cab to Williams House next day

14. Case Study 1:
Assessment via
videoconferencing
Barriers to engagement
• Cost of travel
• Time spent travelling
• Multiple connections/unfamiliar
environment
• Limited sense of what to expect
• Separation from family/supports

15. Case Study 1:
Assessment via
videoconferencing
Benefits of videoconferencing
• Reduced travel time – consumers, family,
workers
• Improved quality of assessments
• More timely responses
• Better engagement with Williams House
staff & understanding of what to expect
• Capacity building with local staff
• Virtual family visits

16. Case Study 1:
Assessment via
videoconferencing
Challenges
• Changing practice
• Resources
Strategies
• Training/support, demonstrate benefits
• Keep it simple
Opportunities
• Increased collaboration with partners
• Expanding to other services

17. Case Study 2: Twitter
clinical contact
(Karen*)
Karen – I admit it… I’m not in a good place right now and have plans
to end everything on Friday
The world would be a better place without me..
There is no other way out…
After arguing with someone that I love most, I’m broken hearted
and really upset
ReGenUC – hang in there :)
Karen – No can do..Already planned my way out
ReGenUC – OK, now we’re worried. Where are you? Is there anyone
with you?
Karen – I’m not going to chicken out this time and nothing is
happening until Friday

18. Case Study 2:
Twitter clinical
contact (Karen*)
ReGenUC – just so we’re clear, what is happening on Friday?
Karen – On Friday I’m ending my life…theres just no point
anymore
ReGenUC – OK, we’d really like to get someone to come and see
you. How can they contact you?
Karen – I’m not seeing anyone. Have been since I was five..
Nothings worked so whats the point?!
ReGenUC – We know there’s not much we can do on this platform,
but would really encourage you to call www.lifeline.org.au/Get-
Help/
Is there someone who will be checking on you in the next
couple of days?

19. Case Study 2:
Twitter clinical
contact (Karen*)
Karen – no one my family hates me I’ve ruined
everything :(
ReGenUC – It sounds like you’re in a lot of pain at the
moment. No easy answers but see how you feel
tomorrow. Will you let us know?
Karen – I will feel the same maybe worse
ReGenUC – We hear you. Will you let us know how you’re
doing tomorrow?
Karen – ok
Who am I speaking to can I call whoever you are?
ReGenUC – Sorry for the delay Karen. It’s Paul. I’ll DM you
now.

20. Case Study 2:
Twitter clinical
contact (Karen*)
Challenges
• Privacy
• Location/jurisdiction
• Referral pathways
Strategies
• Private contact asap
• Know your consumers/followers
• Integrate with existing intake systems
Opportunities
• Remote monitoring via SM postings
• Visible practice

21. Case study 3:
FB clinical
contact (Rosie*)
Rosie – Hi
ReGenUC – Hi
Rosie – I am drinking. Even all the things I said. That I would not.
ReGenUC – Sorry to hear it. Do you have plans in place for the
weekend?
Rosie – Yes
ReGenUC – Good. Our after hours service is available if you
need some extra support tonight and over the weekend:
http://www.regen.org.au/mediareleases/415afterhoursrelease
ReGenUC – I've let Matt at the after hours service know you
might be calling him (9497 1122). If you're ok over the
weekend, maybe give our Triage team a call on Monday?

22. Case study 3:
FB clinical contact
(Rosie*)
Rosie – I am doing catalysts... please don't tell them.. as I will.
Thank you for your support..
ReGenUC – No problem Rosie. This is the first week of the
program isn't it? The first weekend is a risky period for lots
of Catalyst participants. Keep your supports close until
Monday and don't forget to call Matt if you need extra
help. The Catalst team will be fine on Monday. There
won't be any judgement there. Lapses happen, they're a
part of the process. The key is to get back on track ASAP.
Good luck :)
Rosie – Yes. I do understand this all. But just now it hurts...
Rosie – Hope you get paid well to be on the other end of this
support.
Rosie – It's appreciated.

23. Case study 3:
FB clinical
contact (Rosie*)
ReGenUC – Yes. Sorry for telling you what you already know. Don't
beat yourself up about it. You can't undo it. Try not to let the
guilt take over and turn a lapse into a relapse. Focus on getting
back to where you want to be.
ReGenUC – Thanks, but this work is part of my donation to ReGen.
It's Paul, btw :)
Rosie – Wow.. such kindness. Thankyou. But do you notify them of
my situation tonight. Or is this in confidence? Paul are you a
trained voluntary worker?? If so... Thankyou even more for your
time tonight.. Roz
ReGenUC – I'm an employee, but the social media part of my role
inevitably involves some after hours activity. Most of our staff go
above and beyond their job descriptions. This is the way I do it.
I'm just happy you're able to get in touch. Our conversation is in
confidence as no-one else will be checking our FB account
over the weekend. I'll check with the Catalyst team on Monday
to make sure you're in (and safe), if you haven't come in, I'll get
them to give you a call. Is that ok?

24. Case study 3:
FB clinical contact
(Rosie*)
Rosie – I will be in Monday. But I do NOT give my permission ... for
you to inform them of this contact now.
Rosie – With this forum of social media of contact.. I would not do it
.. if I felt compromised by doing it after hours.
ReGenUC – Understood. I'd only do it if I was concerned for your
safety. I'm happy to talk with you about this on Monday if you
like. If you want to see me, you can get one of the Reception
staff to page me. You can see who I am here:
http://www.regen.org.au/education/education-advocacy-
staff I also run our Twitter account.
ReGenUC – Definitely doing it via FB messages (or DMs on Twitter) is
the best way: keeping it out of public view. I've worked in our
clinical services and am bound by the same code of conduct
as our counsellor a and the Catalyst team. I would only go
against your wishes if I had reasonable grounds to fear for your
(or someone else's) safety.

25. Case study 3:
FB clinical contact
(Rosie*)
Rosie – Ok. I will put myself to bed. Thankyou. There is no self
harm occouring. Except for drinking. But at least I AM
talking with you Paul. Thankyou. Please do NOT inform the
program. This is what I have to do.
ReGenUC – Understood. Take care of yourself Rosie :)
Rosie – Thank you. Thank goodness your on the limited.. haha
payroll.
ReGenUC – No problem. I should probably go to bed too.
Night.
--------------------------
(following day)
ReGenUC – Hi Rosie, it's Paul. Are you ok? (Just checking)
Rosie – Went to sleep. Thankyou.

26. Case study 3:
FB clinical contact
(Rosie*)
Challenges
• Splitting
• After hours contact
Strategies
• Clinical knowledge
• Links to available services
Opportunities
• Program retention – live lapse response
• Visible practice

27. ReGen’s top
ten SM tips
for new (and
old) players
The basics
1. Open an account
2. Get to know the platform
3. Learn about the community
4. Introduce yourself (when you’re ready)
5. Be friendly and engaged
6. Be authentic and consistent
7. Think about what will interest people
8. Be responsive (especially to criticism)
9. Be persistent
10. Acknowledge your mistakes

28. Ten things
to avoid
1. Don’t overthink it
2. Don’t broadcast
3. It’s not all about you
4. Don’t be needy or annoying
5. Don’t confuse controversy with debate
6. Don’t expect to ‘go viral’
7. Don’t do gimmicks
8. Don’t chase celebrities
9. Don’t copy ‘Brand X’
10. Don’t obsess about security

29. What can
AOD
organisations
do?
1. Allow comments on their website
2. Think mobile
3. Encourage more consumer participation
4. Adopt a culture of transparency
5. Encourage staff to use SM
6. Recognise SM expertise amongst staff
7. Decentralise – trust your staff
8. Be willing to take (calculated) risks
9. Recognise the costs (but do it anyway)
10. Integrate web 2.0 approaches across
your organisation

30. Join the
conversation
paiken@regen.org.au
www.regen.org.au
https:/Twitter.com/ReGenUC
www.facebook.com/ReGenUC
www.youtube.com/user/ReGenUC
www.regen.org.au/scoopit