Table 2 Key themes of hotline versus timer-based services
| Â | Hotline services | Timer services |
|---|---|---|
Sense of connection | Participants note that this option provides a connection to operators for those who may feel isolated Participants note that some may be uncomfortable with talking with a different operator each time they call Participants suggested that video calls would more conducive to building trusting relationships Building a community in which MORS users could interact was also recommended | Timers be more appropriate for those who preferred to use by themselves and did not want to connect with others or wanted added privacy Building a community in which MORS users could interact was recommended |
Perceptions of safety | Participants perceived hotline-based services to be a more reliable and safer option due to decreased reliance on technology and faster response times | Participants perceived timer-based applications to have additional points of technological failure particularly due to requirements for internet connection. |
Perceptions around privacy | Participants who had previously used hotline-based MORS note that these services respect their privacy | People who use substances were apprehensive about using application services as most available within the region (Alberta and British Columbia) are government-affiliated Clarity on collection, use and storage of personal data would be helpful for these services |
Accessibility | As highlighted by participants, technology access would undoubtedly pose a limitation in terms of access to services Cell phone plans may be required to access services, toll-free numbers are recommended to address this barrier Reductions in the automation of initial connecting messages for hotline-based services were suggested Texting was seen as a helpful feature due to some individuals have limited data plans but unlimited texts. Chat rooms features could be helpful to build connection and support | As highlighted by participants technology access would undoubtedly pose a limitation in terms of access to services Internet connection requirements may pose an additional limitation for the use of this service modality The task requirement of clicking a button may pose a challenge for those who inject their substances. Participants suggested that voice recognition may be better suited as a mechanism for refreshing the timer, particularly for those who use injection routes of administration |