What to expect

What is triage?

Barwon Health triage service is often the first point of contact for people who are seeking support through a clinical mental health, drugs and alcohol service. Triage provides an initial assessment to understand your situation and then offers options for help.

The Triage service is a telephone-based service that operates 24 hours a day, seven days a week.
In the event that our lines are busy, you may be prompted to leave your name and number for a call back.

Who will I be speaking to when I call triage?

When you call triage, you will speak to a Barwon Health clinician trained in Mental Health, Drugs and Alcohol Services.

What happens when I call triage?

The mental health and/or drugs and alcohol clinician will:

• Ask some questions to understand more about you and your needs;
• Listen to your concerns;
• Based on your needs, they will let you know the support options available to you. Where possible, they can link you with these services;
• We welcome your inquiry if you are a family member, carer or supporter for someone who is in need of mental health, drugs and alcohol health information or referral. (Please note that you will be asked if the person you are calling about is aware that you are calling on their behalf.) Information is available to help with finding options that can help you or the person you are seeking help for.

What happens to my information?

Triage services treat your information with the highest respect. Information that you provide is used to assist with your inquiry and/or for referral purposes. This information collection helps determine the urgency and type of response required. Privacy guidelines will be followed by Barwon Health in order to keep everyone safe.

Triage is a screening service. Staff have a broad understanding of mental health drugs and alcohol services across the region and are experienced in linking people with the services that best support their needs.