The Service
The mission of the Remote Service for Overdose Prevention (RSOP) is to reduce the risk of death for people who use substances alone at home, in a vehicle, in a bathroom, or in any other isolated location, or who wish to be supported during their use, by offering assistance by phone or videoconference. RSOP is a pilot project funded through Health Canada’s Substance Use and Addictions Program (SUAP) and administered by Québec’s Ministry of Health and Social Services. The service is managed by the Centre de Référence du Grand Montréal and delivered by Drugs: Help and Referral. It is free, confidential, bilingual, and accessible across Québec.
Who is this service for?
RSOP is for anyone who uses substances alone or who wishes to be supported during their use due to concerns for their well-being. This includes the use of substances at risk of contamination, opioids (such as fentanyl, Dilaudid, and heroin), stimulants (such as crack and cocaine), party drugs, or prescription drugs obtained illegally.
RSOP does not provide accompaniment for alcohol or cannabis use, but people who use these substances can still contact Drugs: Help and Referral for listening, support, or information.
How to reach the service?
RSOP is available by phone at 1-800-265-2626 or by videoconference at adps.ca.
How does it work?
The person contacting the service is connected with an intervention worker who will ask for their address. This step is mandatory, as the person cannot use the service without consenting to emergency assistance in the event of an overdose.
Frequently Asked Questions (FAQ)
What is Drugs: Help and Referral?
- For over thirty years, Drugs: Help and Referral has provided support, information, and referrals to people concerned about their use of drugs, alcohol, or medications, as well as their loved ones.
- Our counsellors assess each person’s situation with attentive and non-judgmental listening, identify the issues at play, and help guide them to appropriate support and information.
- DAR handles more than 20,000 help requests annually through phone and chat. We have extensive experience supporting people from all walks of life who use various substances.
- Our approach is rooted in harm reduction. We assist anyone who contacts us, whether they want to quit, reduce their use, find resources, or just get informed for themselves or someone they care about.
What is the Remote Service for Overdose Prevention (RSOP)?
- RSOP is a phone or video-based support service that accompanies individuals during substance use.
- It is intended for people who do not want to use alone, who consent to 911 being called under the conditions described below, and/or who are concerned about overdose risk.
Who can use the RSOP service?
- The service is available to any adult or youth using substances that carry a potentially fatal overdose risk, regardless of the substance or how it is used.
Where is the service available?
- The service is available throughout Quebec. For safety reasons, your location must have a stable phone or internet connection to ensure uninterrupted support.
What are the service hours?
- The service is available daily from 11 a.m. to 2:30 a.m.
In which languages is the service offered?
- The service is offered in French and English.
Is the service anonymous?
- You only need to provide a name (real or pseudonym) and a clear location, such as an address or landmark. This is necessary in case emergency services must be contacted (see “What are the conditions for using the service?”).
Will my personal information be shared?
- Your information will only be shared with emergency medical services if we need to call 911
- We do not retain any personally identifying information.
Who are the RSOP counsellors?
- RSOP staff come from diverse personal and professional backgrounds. They are not required to be part of a professional order, but must have a background in counselling (DEC or bachelor’s). A graduate certificate in addiction studies is a strong asset. Some counsellors may also have experiential knowledge as current or former drug users.
- All staff receive ongoing training, support, and clinical supervision to ensure they provide non-judgmental and stigma-free support.
What are the conditions for using the service?
- For safety reasons, the service is available only if you consent to emergency services being contacted should your life be deemed in danger. You must provide your location in advance.
What if I don’t consent to emergency services being called?
- The counsellor can still give you more information about the service or refer you to other resources.
Can I name someone to help in case of overdose?
- If you have someone nearby who is trained to administer naloxone and first aid, you can give us their contact details.
- This could be a friend, neighbour, family member, outreach worker, or someone from a local organization. If something happens, and after we call 911, we can try to reach this person to come support you. We will not share their information with anyone else.
- It’s important this person knows about your substance use and is aware of the RSOP service.
Will I be referred to a treatment program if I call?
- DAR takes a harm reduction approach. We respond based on your expressed needs. We will never pressure you, and we only share info about treatment or other services if you ask. If you’re interested, and your RSOP session is complete, we can refer you to a DAR counsellor for additional support.
What does the support process look like?
- The counsellor explains how the service works and asks questions about your substance use to better understand your context.
- You must consent to emergency services being called if needed.
- You’ll give a name (real or not), a clear location, and optionally, the contact info of a trusted person.
- You’ll be encouraged to:
- Keep naloxone nearby
- Unlock doors (if safe to do so)
- Secure any pets
- Remove items that could cause harm if police arrive
- We’ll explain your rights and discuss risks if police attend the emergency.
- You’ll let us know when you use, and we’ll stay on the line with you. We can talk or remain silent—your choice.
- We’ll check in at 1, 2, and 3 minutes using the name you gave.
What happens if I stop responding?
- If you don’t respond, we’ll try calling your name at 2.5 and 3 minutes.
- At 3 minutes without a response, we will call 911 and share your location.
- We’ll only call emergency services if we judge you are in danger or if you ask us to.
- If you shared a trusted person’s info, we will call them after contacting 911.
- We stay on the line until emergency responders arrive.
Can you guarantee my safety?
- No, we cannot fully guarantee your safety.
- Many substances are contaminated, and using alone carries significant risk. Some risks are outside our control, like how fast emergency services arrive in your region.
- We will do our best to get help to you quickly, but we cannot promise that help will arrive in time.
- We strongly encourage using in-person services where available, like supervised consumption services, overdose prevention centres, or drug-checking services.
Can you guarantee that police won’t show up if you call 911?
- No. While we treat overdose as a health emergency, we cannot control who is dispatched.
- Police (municipal or provincial) may arrive. To reduce risk, assume police may come and prepare by removing any items that could cause harm.
- Learn your rights: The Good Samaritan Drug Overdose Act protects people from simple possession charges if they remain at the scene of an overdose. However, it does not stop police from enforcing other laws.
- We recommend reading legal resources developed by Stella (available for Quebec), and our counsellors can also provide more info.
- If you experience harm or rights violations after we call for help, let us know so we can monitor for abuse or systemic issues.
Where did the idea for RSOP come from?
- People who use drugs have long supported one another remotely by phone or messaging.
- During COVID-19, grassroots peer-led services emerged online to prevent overdose and reduce isolation.
- The national NORS (National Overdose Response Service) phone line has offered remote overdose support across Canada for several years.
- In Quebec, AQPSUD explored offering a similar service but lacked the resources.
- DAR took the lead, with support from AQPSUD, AIDQ, GRIP, and PROFAN 2.0. Thanks to dedicated funding, we built a safe, ethical, and person-centred service. People with lived/living experience of drug use were central to the project through:
- Community consultants guiding development and training
- Inclusive hiring practices for counsellors
Summary: 5-Step Process
- You call us at 1-800-265-2626 before using, and choose phone or video.
- We explain how it works, including when 911 would be called. You provide a name and location.
- We stay with you as you use, speaking or staying silent, as you prefer.
- We check in If you stop responding, we call emergency services.
- You hang up safely, or get additional support and referrals if you want them.