Talk with a clinician about substance use. Anytime, from anywhere.
New Directions Behavioral Health offers 24/7/365 Substance Use Disorder Hotline
Recovery from substance use is a journey that never stops.
Whether it’s the middle of the night or any time of day, when someone is struggling or has decided to
make a positive change, a caring professional is just a phone call away to help.
New Directions has a substance use disorder (SUD) hotline staffed by a team of licensed clinicians available 24 hours a day,
seven days a week, 365 days a year. Why? Because addiction recovery doesn’t sleep or take a holiday. So, neither does New Directions.
When someone picks up the phone to call the SUD hotline, they’re often at a fork in the road. It’s a powerful
moment when a person has decided to ask for help and make a change. Sometimes it’s a mother, concerned about her child.
Other times, it’s someone desperate to save their job. Some have been faced with an ultimatum from their family: get help or get out.
“The nature of the disease can be a vicious cycle, but you might have a moment of clarity,” said Kandi Morris,
who worked in treatment for eight years before becoming a care manager at New Directions. “We can be there for them in that
moment, even if it’s at 2 a.m.”
Morris says many people stay in the “precontemplation” stage of change for a long time. If they have the SUD hotline
at their fingertips and know someone is going to answer every time, it might just be the open door they needed.
How It Works
Anyone with the New Directions benefit through their health plan can call the SUD hotline –
for themselves or on behalf of a loved one.
Each call starts with the clinician simply listening. They listen to where the individual is in their journey –
what they’re thinking at that moment, what they’ve tried before and what they need now.
Sometimes, people who are struggling don’t know what they need, they just know they need help.
“For a lot of people, calling the hotline in the first place takes a lot of courage – and we recognize that,”
said Dawn Broun, a care manager at New Directions.
Clinicians can provide helpful resources, conduct an assessment for the level of care the person might need, explain treatment options,
determine if medication-assisted treatment (MAT) may be appropriate, make referrals to detox facilities and even help someone in crisis.
Broun says she spends a lot of time talking about MAT with members who call her.
“Many members don’t know what it is, but MAT can be really beneficial in recovery,” said Broun.
“The medication primarily reduces cravings and withdrawal symptoms – it ultimately allows people to get readjusted to their life.”
Support for the support system
Even with the best treatments, a strong support system can make all the difference. The clinical team is trained to not
only help the individual in recovery, but also to educate their family and friends.
Morris talks to a lot of concerned parents about getting help for their child, but the parents often need a little encouragement too.
“You’re trusting strangers to care for your child – that’s scary. It can be overwhelming, so I always try to help them through those emotions.”
The more you know
Education is also important because so much about addiction is misunderstood.
“Simply educating people about SUD and their options can make a big difference in their attitudes toward treatment.
They go from feeling helpless and hopeless to feeling empowered to make a change,” said Broun.
Brenda Davies, another New Directions care manager, agrees and says that people are hungry for information.
“It’s particularly rewarding when a parent tells me that they’ve learned more in our 20-minute conversation than they could online or from their kid because
they’re not talking to them,” said Davies. “Information is power – and it’s often what empowers people to seek treatment for themselves.”
Davies is also a registered nurse with years of experience in substance use treatment. For 17 years Davies worked in a
correctional institution supporting people who were detoxing or going through withdrawal symptoms.
She says now she’s grateful she gets to help people long before they would find themselves in a correctional institution.
Davies’ best advice for those in recovery is to have someone you trust and can turn to when you’re having a bad day,
a bad hour or a bad moment. Call a friend, call a family member – or call New Directions.