Document Status:
Date Issued:
Lead Author:
Draft or Final
[date]
[name and position]
Approved by: [insert organisation name]
Date for Review: [date]
Record of Policy Review:
Board of Directors on [date]
Date Policy was Issued
[month, yr]
Reason for Review
[for example, incorporate changes to new legislation]
Additional Comments
[for example, policy now covers details related to new legislation].
Date of
Review
[month, yr]
Lead
Reviewer
[name]
Client Intervention Policy – [month/year] Page 1 of 11

1. Purpose and Scope
The purpose of this policy is to guide [insert organisation name] in providing services and programs for clients and potential clients.
This policy provides guidance for staff, students and volunteers on broad concepts under which the organisation provides treatment and health promotion services and programs.
This policy is to be implemented in conjunction with the Client Intake and
Assessment Policy, Client Mental Health Management Policy and Client Exit Policy.
2. Definitions
Case management is the process of coordinating the acquisition and delivery of services to meet individual client needs.
Client participation involves the client in decision making, planning, implementation, monitoring, evaluation and review of services and programs.
Harm minimisation refers to policy, programs and practice aimed at reducing drug related harm. Harm minimisation incorporates supply reduction, demand reduction and harm reduction strategies, recognising that drugs are and will continue to be a part of society.
Health promotion is the process of enabling people to increase control over, and to improve their health. Health promotion is also the promotion of healthy ideas and concepts to motivate individuals to adopt healthy behaviours.
Prevention includes strategies that prevent or delay the uptake of harmful substance use, as well as strategies that protect against risk and reduce harm.
Treatment is the care provided to improve a person’s health situation.
Treatment matching is connecting and/or providing the client with the most appropriate treatment for their current health situation.
3. Principles
Client interventions provided by [insert organisation name] are informed by research, evidence and known best practice.
Client Intervention Policy – [month/year] Page 2 of 11

Services and programs provided by [insert organisation name] are applied consistently and equitably across the organisation by skilled, qualified and informed staff.
Client interventions provided by [insert organisation name] aim to reduce drug and alcohol related harm to individual clients, families and communities.
Clients and stakeholders play a role in the development, implementation and review of services and programs.
4. Outcomes
Clients of [insert organisation name] receive effective, relevant and ethical treatment, contributing to positive health, interpersonal and welfare outcomes.
Clients of [insert organisation name] are involved in decisions relating to their treatment and interventions, and to broader organisational development.
[insert organisation name] staff are supported to maintain current knowledge and practice in the delivery of treatment and health promotion services.
5. Functions and Delegations
Position
Board of Directors
Management
Staff
Delegation/Task
Endorse Client Intervention Policy.
Compliance with Client Intervention Policy.
Facilitating ongoing professional development opportunities for staff.
Compliance with Client Intervention Policy.
Participating in ongoing professional development opportunities.
Provision of client interventions.
6. Risk Management
All staff, students and volunteers are made aware of this policy during orientation.
Personnel responsible for the provision of client interventions are adequately trained, supported and supervised.
Client Intervention Policy – [month/year] Page 3 of 11

The policy is reviewed in line with the organisation’s quality improvement program and/or relevant legislative changes.
7. Policy Implementation
This policy is developed in consultation with all staff and approved by the Board of
Directors.
This policy is to be part of all staff, student and volunteer orientation processes, and all staff, students and volunteers and are responsible for understanding and adhering to this policy.
8. Policy Detail
8.1 Assessment
All clients accepted into [insert organisation name] for treatment are assessed to determine their drug and alcohol, health and welfare needs.
Refer to the Client Intake and Assessment Policy for further guidance.
8.2 Case management
Case management is the process of coordinating the acquisition and delivery of services to meet individual client needs, providing a holistic and client centred approach. The aims of a case management approach are to increase the likelihood that clients receive targeted and specialist assistance, thus facilitating retention and contact with treatment providers.
As clients often present with other significant issues, relating to mental health, general health, child protection, employment, education, living skills, legal issues and family difficulties, a case management approach can increase the likelihood of the client successfully addressing their drug and alcohol use issues.
All clients of [insert organisation name] are provided with case management as part of the delivery of drug and alcohol and related services.
Case managers are not expected to provide all the necessary services themselves; rather, referrals, linkages and shared case management with other service providers is undertaken for clients.
[delete if desired] [[insert organisation name] acts as the primary case manager for clients of this service/program, responsible for coordinating the
Client Intervention Policy – [month/year] Page 4 of 11

identification of other service providers and supporting the client to connect with them.]
When clients are exited from [insert organisation name], whether through program completion or otherwise, other services that the client is connected to are informed of the cessation of [insert organisation name] ’s intervention. This is done by [insert how communicated, i.e. telephone, letter].
Refer to the Client Exit Policy for further guidance.
8.3 Treatment planning
Treatment plans detail the activities, treatment, services and other interventions planned for and with the client.
All clients of [insert organisation name] have clearly documented treatment plans using [insert name of treatment plan document] to ensure continuity of care for clients, particularly where more than one staff member is responsible for their care.
[insert organisation name] client treatment plans are developed in partnership with the client (and others where relevant) and clearly set out a plan of intervention that is related to the client assessment findings, details treatment goals and the strategies for how both the client and the staff member/service/program is to achieve them, and where appropriate the role of other service providers, partners, family and friends.
All [insert organisation name] client treatment plans contain the following:
summary of the presenting issues(s)
assessment of client needs
statement of client goals
strategies for achieving goals
identification of constraints and opportunities for meeting client needs and goals
outline of methods for evaluating progress and outcome
date for treatment plan review
endorsement by the client (signature and copy provided).
Client treatment plans are reviewed [insert frequency] or when [insert other reason for review] .
Client treatment goals
Client treatment goals are developed in partnership with the client and are client directed, open to change as the client progresses through treatment, clear and understood by both parties, stated in positive terms, realistic and achievable.
Client Intervention Policy – [month/year] Page 5 of 11

Client goals that [insert organisation name] promotes include: [insert relevant goals, such as; reduction in drug use; improved physical health; improved psychological health; improved social adjustment and functioning; reduction in harm associated with drug use; reduction in criminal behaviour.]
Treatment matching
When connecting and/or providing the client with the most appropriate treatment for their current health situation, consideration is also given to what the client is seeking and asking for. [insert organisation name] does not provide specific services/interventions with clients without their informed consent.
When matching client need to appropriate treatment options, [insert organisation name] takes into consideration:
Type and frequency of drug and alcohol use
Physical and psychological dependence
Existing resources and strengths
Cognitive functioning
Mental health issues
Physical health issues
Client motivation and choice
Barriers to treatment
Diversity
Support networks.
Stepped care
Stepped care is the practice of providing client care only to level of need. Following a comprehensive client assessment the type of service/treatment/intervention is determined, with intervention provided that adequately supports the achievement of treatment goals and outcomes.
Stepped care strongly aligns with individualised treatment planning, ensuring clients are provided with the care and service that they as individuals need.
8.4 Client Diversity
The needs of diverse populations are acknowledged and incorporated in the delivery of [insert organisation name] services and programs. Diversity populations may include: young people; Aboriginal and Torres Strait Islanders; culturally and linguistically diverse populations; women; older people; and gay, lesbian, bisexual transgender or intersex (identifying or otherwise).
Client Intervention Policy – [month/year] Page 6 of 11

[insert organisation name] identifies and develops effective referral pathways with organisations that provide specialist services for diverse client groups for the purpose of developing knowledge and good practice, and to ensure clients need are adequately met.
Refer to the Client Diversity Policy for further details.
[insert organisation name] has developed specific policies for working with diverse client groups. Refer to the [insert specific diversity policy] and the [insert specific diversity policy].
8.5 Harm minimisation
Harm minimisation incorporates supply reduction (including legislative and regulatory controls and law enforcement), demand reduction (strategies to discourage commencement of drug use as well as to stop or reduce drug use) and harm reduction (reducing drug related harm not necessarily drug use).
[insert organisation name] incorporates harm minimisation strategies into services and programs through [insert specific activities and services, e.g. information on harmful drug use, details of NSP locations, provision of ‘split kits’, safer using practice education, controlled drinking program, etc.].
8.6 Health promotion
Health promotion is a core concept in the delivery of [insert organisation name] services and programs. Activities that reduce the risk of an individual experiencing hazardous and harmful drug and alcohol use or reduces the actual levels of drug related harm experienced by individuals, families or communities is incorporated into individual, group and community services and programs.
Contemporary models of health promotion describe prevention in relation to the level of risk of harm and the type of intervention.
‘Universal/population level’ targets those with an average level of risk.
[insert organisation name] ’s universal/population level specific health promotion activities include:
[insert activities
– type, target, aim, etc]
[insert activities – type, target, aim, etc]
[insert activities – type, target, aim, etc]
Client Intervention Policy – [month/year] Page 7 of 11

‘Targeted/selective’ targets people with a raised level of risk. [insert organisation name] ’s specific targeted/selective health promotion activities include:
[insert activities
– type, target, aim, etc]
[insert activities – type, target, aim, etc]
[insert activities – type, target, aim, etc]
‘Indicated’ targets those experiencing harm. [insert organisation name] ’s specific indicated health promotion activities include:
[insert activities – type, target, aim, etc]
[insert activities – type, target, aim, etc]
[insert activities – type, target, aim, etc]
8.7 Client participation
Client participation is more than involving clients in their own specific treatment intervention planning and delivery, and more than simple client satisfaction surveys.
Client participation includes clients in decision making about health service planning, policy development and setting priorities. This recognises that clients can provide a unique and important contribution for services and programs that ultimately are for and about them.
Client participation activities include:
Partnered treatment planning
Participating in case conferences
Informal opportunities for feedback
Formal feedback opportunities (i.e. comment/suggestion box)
Client satisfaction surveys (as part of the exit process, detailed surveys annually)
Conducting focus groups with clients
Involving clients in service planning and evaluation
Client representative to voice the client perspective
Advisory group representation
Board representation.
Clients are informed of their opportunities for participation through the Client Rights and Responsibilities form provided to all client on acceptance into the organisation’s service/program.
[insert organisation name] is committed to client participation which is demonstrated by:
Client Intervention Policy – [month/year] Page 8 of 11

[insert specific client participation activity]
[insert specific client participation activity]
[insert specific client participation activity]
[insert specific client participation activity]
8.8 Continuing care
Continuing care, or aftercare, is provided at the conclusion of the initial or acute treatment intervention with the aim of supporting the client to continue their lifestyle changes, maintain health, cope with stressors, manage crises, and prevent relapses.
Continuing care may be provided by the organisation that provided the initial or acute treatment intervention or by another service provider and/or self help groups.
[insert organisation name] [insert details of continuing care provided by the organisation, or the usual referral/links for client continuing care (who, how, indicators for when to refer, etc).]
9. References + Resources
9.1 Internal
Client Diversity Policy
Client Exit Policy
Client File Management Policy
Client Intake and Assessment Policy
Client Mental Health Management Policy
Client Rights and Responsibilities Form
9.2 External
Addy, D., Ritter, A., Lang, E., Swan, A. & Engelander, M. (2000). Clinical treatment
Guidelines for Alcohol and Drug Clinician. No 1: Key principles and practices.
Fitzroy,
Victoria: Turning Point Alcohol and Drug Centre Inc.
Canadian HIV/AIDS Legal Network, International HIV/AIDS Alliance, 2005, Nothing about us without us. Greater, meaningful involvement of people who use illegal drugs: A public health, ethical, and human rights imperative, Open Society Institute,
Canada.
Case Management Society of Australia, 2006, Case management and community care: a discussion paper May 2006 , viewed on 26 August 2010,
< http://www.cmsa.org.au/index.htm
>.
Client Intervention Policy – [month/year] Page 9 of 11

Department of Public Health, Flinders University and the South Australian
Community Health Research Unit, 2000, Improving Health Services Through
Consumer Participation: A Resource Guide for Organisations , Commonwealth of
Australia, Adelaide.
Marsh, A., Dale, A. & Willis, L. (2007)
A Counsellor’s Guide to Working with Alcohol and Drug Users, 2nd edition. Drug and Alcohol Office, Western Australia
Government
NSW Health (2005). A Guide to Consumer Participation in NSW Drug and Alcohol
Services.
NSW Health, Sydney.
NSW Health (2007) Clinical guidelines for nursing and midwifery practice in NSW:
Identifying and responding to drug and alcohol issues. NSW Health, Sydney.
NSW Health (2006) Drug and Alcohol Clinical Supervision Guidelines.
NSW Health,
Sydney.
NSW Health (2008) NSW Health Drug and Alcohol Psychosocial Interventions:
Professional Practice Guidelines.
NSW Health, Sydney.
NSW Health (2007) Drug and Alcohol Treatment Guidelines for Residential Settings.
NSW Health, Sydney.
Websites
Australian Charter of Healthcare Rights www.safetyandquality.gov.au
Australian Injecting and Illicit Drug Users League (AIVL) http://www.aivl.org.au/
Health Promotion Evidence and Evaluation Tools http://www.health.vic.gov.au/healthpromotion/evidence_evaluation/index.htm
NADA Health Promotion Subcommittee webpage http://www.nada.org.au/index.php?option=com_content&task=view&id=54&Itemid=52
National Preventative Health Taskforce webpage http://www.health.gov.au/internet/preventativehealth/publishing.nsf/Content/home-1
NSW Users and Aids Association webpage www.nuaa.org.au
Client Intervention Policy – [month/year] Page 10 of 11

The Public Interest Advocacy Centre http://www.piac.asn.au/
World Health Organisation – Health Promotion webpage http://www.who.int/healthpromotion/en/
9.3 Quality and Accreditation Standards
EQuIP 4
Provided by the Australian Council on Healthcare Standards (ACHS)
Standard 1.3: Appropriate care and services are provided to consumers/patients.
Criterion 1.3.1: Health care and services are appropriate and delivered in the most appropriate setting.
Standard 2.4: The organisation promotes the health of the population.
Criterion 2.4.1: Better health and wellbeing for consumers/patients, staff and the broader community are promoted by the community.
Health and Community Service Standards (6 th edition)
Provided by the Quality Improvement Council (QIC)
Standard 2.2: Service and programs are provided in an effective, safe and responsive way to ensure positive outcomes for consumers and communities.
Evidence Questions: What is the evidence that: a) interventions and actions are based on assessment and planning? b) services and programs are managed to ensure positive outcomes for consumers and communities? c) information about the rationale, risks and effects of services and programs is routinely provided to consumers and communities? d) consumers and communities participate in decision-making about services and programs they receive? e) services and programs are safe and risks are identified and addressed? h) effective referral practices are in operation? i) services and programs are evidenced based? j) services and programs follow case/care plans developed with consumers?
Client Intervention Policy – [month/year] Page 11 of 11