Frequently Asked Questions

What is a virtual spotting service?

A virtual spotting service is a 24/7 hotline where you will be connected to an operator who can stay on the phone while you use drugs alone, activating an emergency safety plan that will be decided upon with the caller and operator.

Does the hotline operate 24/7?

How long will I be waiting before an operator answers the phone?

Our hold time average is about 30 seconds. This can be longer or shorter depending on the time of day and how busy we are.

If I call, is the phone call recorded?

We record calls for quality control and in case of an emergency situation. Also, calls are recorded in case a caller has a complaint against an operator. Calls are deleted in 7 days.
Our Quality Improvement/Quality Assurance (QI/QA) policy allows both callers and operators to submit complaints, which are reviewed within 7 days and then promptly deleted for confidentiality.

Why should I use this hotline?

Are your hotline operators trained?

Our training program encompasses initial and ongoing sessions, including a comprehensive 2-hour session, incorporating role-playing and tester calls to simulate emergency scenarios, ensuring operators are prepared for real-life situations. Currently undergoing a revamp, our training aims to align with ICH accreditation standards, further enhancing the quality and effectiveness of our operator training process

Should I call the helpline if someone I am with is overdosing?

Am I required to share my personal information with you?/ What personal information am I going to have to give you?

We try to be caller driven, if you don’t feel comfortable sharing location information or any personal information, there is only so much we can do to get you help. But we understand it may take time for a caller to be comfortable disclosing anything.
In order to act in an emergency, we would need some basic information. Location, substance you’re using, and how you’re planning on using it.
We would need a name, preferably your real name (if you become unresponsive, you’re more likely to come to if you hear someone yelling a real name).

How does an operator determine if a caller is an active overdose?

If caller stops responding to any auditory rousing for more than 1 minute. We will scream, use a whistle, scream your name, and anything else in our power to rouse you before we activate your safety plan.

What is your protocol for calling 911?

We have a nationwide number that we call to connect us to the callers closest EMS.

How can an operator call 911 if you’re on the phone with me?

We have a protocol for this. If it becomes obvious we need to activate 911, we switch calls, dial our nationwide service. We relay the address to that service, they connect to the closest EMS and connect us to them. We will then merge the calls so we can hear both caller and dispatch. Once dispatch has someone on the way, we stay connected to both calls to hear both sides of the line. Once we hear EMS enter the house, hang up and let them take over.

Are the police going to show up if the operator calls 911?

We cannot control who shows up to the scene. Some states police will come with paramedics, and also firefighters.

Will I get into trouble if an operator calls 911 and the police show up?

It depends on if your state. Some states have ‘Good Samaritan’ law, which protects you from legal issues when there is an overdose. You cannot be arrested for any drugs on the scene.
Issues surrounding CPS being called is a little harder. If there is a child in the house, CPS can be called. We tell operators to put away any toys in the open behild a shut door just in case.
Good Samaritan will not protect you in three certain cases. This includes weapons at the scene, if you have an active warrant, or if you have a large amount of drugs ie. “weight”. (the 3 Ws)

Here are two website we recommend:

Do operators have to call 911, or can I give you a friend’s number instead?

We will go over this in the agreed safety plan in the beginning of the call. If there is someone nearby with naloxone (Narcan) who can reach you quickly, we are more than happy to call them for you instead of EMS. If this person doesn’t answer, or isn’t close by at the time, we can still call 911 to get you some help.

Does the helpline work with any law enforcement agencies?

We are not connected to any law or government agencies in any way, or report to them in any situations. We are 100% just a resource to keep people alive. Some law enforcement agencies have been known to promote this resource to people and families they interact with.

Are you going to report me to a law enforcement agency for using drugs?

Are you going to try and convince me to stop doing drugs?

We are not here to question or judge anyone’s substance use. We can be here to hold space for you, and help you use safely. We offer suggestions if we’re asked direct questions on how to use safer, including harm reduction tips, safe use supplies, and if you want any kind of resources we can send you in the right direction.

If I want to stop using drugs, where should I go?

Depends on the state you live in. If you ask the operator, we will be more than happy to help you research that information

Can I volunteer to be a helpline operator?

YES! If you go to our website massoverdosehelpline.org and click on the ‘Join Us’ tab, there you will find a form that will set you up with an interview with our team!

Do you have promotional material (business cards, flyers, etc) that I can share with others?

Yes! Again, our website massoverdosehelpline.org “Request Resources” tab, and we can get those materials out to you!

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