Hi you’ve called ReGen Intake and Assessment

Our Intake and Assessment services receive an average of 700 calls a month.

Years ago we recognised that having the most experienced clinicians answering these calls makes the most sense. We want to use their wisdom and wealth of experience to provide a considered, individualised service for each caller.

‘Every time I pick up the phone I have the opportunity to help people realise that they matter. I might be speaking to someone who is ringing us for help with their alcohol or other drug use; or talking to a distressed family member who doesn’t know what to do; or chatting to a young person who has completed treatment and who needs a support letter for a job, court appearance or their GP. Some are best served, right then, through a telephone brief intervention, whilst others require a more intensive assessment before treatment.

I’m in regular contact with our adult and youth withdrawal services, our Catalyst non-residential rehabilitation program and other ReGen services, as well as those provided by other organisations. Sometimes I get calls from our Port Phillip Prison team advising us of a prisoner who is due for release and is looking for ongoing support.

My goal is to make sure that everyone who contacts us gets the service that best meets their needs. Many of the calls last just two to three minutes, whilst occasionally they may take much longer. At the end of the day, I often look back at the calls I’ve taken and am amazed at the diversity of the calls I juggle. I love it because you never know who’s going to be on the other end of the phone.

Above all, I’m proud of supporting ReGen’s approach to going the extra mile. We aim to offer an individualised service to each caller that respects where they are at and looks at them and their community in a holistic way. And that makes sense.’

Tess'