Indeed, both Fatayer and Badawi assert that confidentiality is paramount in dealing with drug addicts. The fact that the hotline is supervised by the national council lends the service a great deal of credibility. It should encourage those in need to trust it. Hotline counsellors work two shifts a day, seven days a week. Each shift includes two female and two male counsellors.
Some callers feel more comfortable talking to a woman.
Some ask for further advice and are then referred to the next operator. The idea is to be able to hear different opinions and different people's experiences. The feedback is so encouraging that counsellors often work beyond their shifts. Perhaps one day a 24-hour hotline will be available at any time to help those in need. Many people are obviously making use of this service.