Consumer Services

AOD Consumer Advisors and the Addiction Advocacy Service

Consumer Advisors

These are employed as a bridge between consumers and service providers. Advisors combine personal experience with professional skills and expertise to fill this role.

The South Island Regional Alcohol and other Drug Consumer Advisor is Marc Beecroft.  Marc has a passionate belief in the role that consumer input plays in the provision of quality Alcohol & other Drug Services.

National Mental Health Sector Standard 9

“Consumers are involved in the planning, implementation and evaluation of the services to ensure services are responsive to the needs of individuals”

Role of AOD Consumer Advisors

• Provide a credible consumers perspective to Ministry of Health, DHBs (District Health Boards) and Non Governmental Organisations (NGO). 
• Collaborate and participate with AOD Services with the view to improving service planning, implementation, delivery and evaluation of their services. 
• Develop a strong, informed and skilled consumer voice. 
• Provide support & advice to services about consumer issues. 
• Offer a reference point with other consumer and advocacy organisations including AOD networks such as LOAD (Liaison On Alcohol Drugs) Forums in the South Island. 
• Consult and liaise with other consumer and advocacy organisations. 
• Advise the AOD and mental health field on consumer issues.

Why Have Consumer Groups?

Consumer groups are a source of information, experience, and expertise willingly shared with the South Island Consumer Advisor(s), other consumers, providers, and the AOD field in general. This sharing of knowledge with AOD services and providers aims to improve results for people seeking alcohol and drug treatment.

To do this we need informed consumers/tangata whai ora to join a South Island network of groups.

Addiction Advocacy Service

The Addiction Advocacy Service is a result of a consumer identified need for peer Advocacy.  The service is a Canterbury Service which came into existence on the 12th February 2007.  There are four areas of specialty within this exciting new service.  These are: Adult mainstream/Youth, Family, Maori/Whanau.

The advocates for these specialized areas are Jennie Apirana, Adult mainstream/Youth; Heather Goulden, Family and Deb Brightwell, Whanau.  We operate a roster system in the office and one of us is available to take calls from consumers 9am to 4pm, Monday to Friday.

Generally whoever is on roster would field the call, however if a need is expressed to talk to a specific advocate then one would be made available.  A plan forward is then developed.

We provide information about AOD services, and we support consumers and family/Whanau to resolve problems that they might be experiencing with an AOD service provider.  This includes supporting and empowering consumers to speak directly to the provider about the issue they are having, or negotiating with the provider on the consumer's behalf.  We also assist with the formal complaints process.

It is envisaged that AOD Consumers needs will be met in an empathetic and respectful way due to this initiative.

Explanation of Terms

Consumers/tangata whai ora are people who are using, or have used, an Alcohol and Other Drug (AOD) service.

Consumer Advisors managed by ADANZ have a passionate belief in the role that consumer input plays in the provision of quality Alcohol and other Drug services.

Consumer groups are groups of consumers who meet regularly to discuss alcohol and other drug issues and keep the consumer advisor(s) informed about any concerns raised.

A Consumer representative is a person who has a mandate from other consumers to speak on behalf of a consumer group.

References

New Zealand Health Strategy
NZ Mental Health Standards
Building a National Network Review of Consumer Participation Guidelines For Effective Consumer Participation