Background: Analysis of client satisfaction with contact center services is one of the important tools for obtaining feedback on the contact center services offered and on interventions by employees. The diploma thesis deals with the interventions offered by the Stage 5 contact center and how it is evaluated by its clients. According to the annual report of Progressive o.p.s. the number of clients in contact is increasing every year and their needs can be expected to change over time. However, we often lack feedback from these service users to think about specific adjustments to existing services. Aims: The aim of the research is to obtain a so-called "consumer" view from the centre's clients. More specifically, to obtain information about their satisfaction with the range of services they use. Based on the respondents' answers, consider or suggest how individual interventions could be improved or new ones proposed. Through research questions, I also focus on the time flexibility of individual interventions in the use of clients. Research set: The research set coincides with the primary target group of the contact center. They are problematic and often long-term users of addictive substances that meet the EMCDDA definition (person using heroin and other opiates, cocaine, amphetamine,...

Needs analysis of the outreach program's clients in the Beroun region The needs of outreach programme clients depends if the the drug scene is open or closed. The thesis is focused on outreach programme in a town, where the drug scene is ussually closed. The theoretical part is focused on the location advantages and disadvantages, service provided and outreach work based on the harm reduction principles. In the Czech Republic, there are 53 outreach programmes, not only in large cities, but also in smaller ones, where outreach work attitude is adapted to clients needs. Needs analysis in one of the evalution tools that helps to view the current needs of clients and also suggest their further improvement and development. The aim of the thesis is to describe the scope, characteristics and needs of problem users and to evaluate the other services accessibility in the Beroun region. The partial goals of the work are the closed drug scene monitoring and the need for establishing a contact center in the region. The method of data collection was a semi-structured interview recorded on a record sheet and IN- COME questionnaires realized with clients of the outreach programme in the Beroun region. There was also a structuring of interventions provided by other organizations in the locality. The selection of...

This project utilized an interdisciplinary approach to explore what harm and harm reduction meant during intersecting public health emergencies, the opioid crisis and the coronavirus pandemic. Using thematic and historical analysis, I analyzed interviews with frontline workers, news coverage, and municipal government documents to understand how people conceptualized the opioid crisis during coronavirus (and vice versa). On the whole, I found that harm reduction was a central aspect of the efforts against the opioid crisis in Hamilton. However, there were discrepancies in how it was practiced and understood. Generally, harm reduction was presented in municipal government documents as a medical intervention that involved, for example, the provision of new needles and naloxone kits to prevent disease and death. Such a practice was indeed important to address the unique harms at the intersection of COVID and the opioid crisis. However, to frontline workers and activists, harm reduction was a much broader term: it included services that were crucial to daily life, such as food and washrooms; the right to safe housing; and broader social and structural interventions, such as the decriminalization of opioid use. The context of the coronavirus pandemic, which exposed people who use opioids to unique harms, exacerbated the disparity between these definitions: harm reduction was simultaneously presented as a narrow, medical practice and a broad, political intervention. / Thesis / Master of Arts (MA)

Studiens syfte var att undersöka hur det skadereducerande arbetet gällande substansmissbruk iPortugal är utformat inom ett urval av frivilligorganisationer och hur rådande lagstiftningpåverkar arbetet. Den metod som användes i studien var en kvalitativ metod i form avindividuella intervjuer med fem medarbetare inom fyra olika frivilligorganisationer. Studiengenomsyras av de teoretiska utgångspunkterna systemteori samt etablerade och outsiders.Resultatet visade att skadereduktion är ett storskaligt arbete inom Portugal, vilken denavkriminaliserande lagen är essentiell för. Resultatet visade också att skadereduktion innebärolika åtgärder i form av distribution av material och företrädarskap för att återintegreramänniskor som befinner sig i socialt utsatta situationer till samhället. I resultatet framkom attdet finns en resistens i det portugisiska samhället gentemot skadereduktion och dess målgruppsom försvårar utvecklingen av arbetet. Slutsatsen som kunde dras var att det storskaligaskadereducerande arbetet är viktigt för att inkludera en annars exkluderad grupp människor isamhället, och att den avkriminaliserande lagen gör detta arbete möjligt. / The purpose of the study was to investigate how the harm reduction work regarding substanceabuse in Portugal is designed within a selection of voluntary organizations and how currentlegislation affects the work. The method used in the study was a qualitative method in the formof individual interviews with five employees within four different NGOs. The study ispermeated by the theoretical points of system theory as well as established and outsiders. Theresults showed that harm reduction is a large-scale work within Portugal, for which thedecriminalized law is essential. The results also showed that harm reduction involves variousmeasures in the form of distribution of materials and advocacy to reintegrate people who are insocially vulnerable situations into society. The results showed that there is a resistance to harmreduction and its target group in Portuguese society that complicates the development of work.The conclusion that could be drawn was that the large-scale harm reduction work is importantto include an otherwise excluded group of people in society, and that the decriminalizing lawmakes this work possible.

[pt] Este trabalho analisa um discurso de resistência gravado em 2017 na Cracolândia de São Paulo e observa sua viralização e circulação até sua transformação em um caso. A pesquisa investiga como a fala de Carlos Eduardo é seguidamente compartilhada (re-entextualizada) e quais são os efeitos discursivos destas circulações textuais. Mediadas por categorias da antropologia linguística contemporânea, as análises de dados interrelacionam a história da pesquisa, os temas maiores e a perspectiva da mídia corporativa sobre o caso. É uma pesquisa de natureza qualitativa, posicionada e implicad(íssima), pois é atravessada pela relação afetiva prévia entre o autor do discurso e a pesquisadora. A conclusão a que se chega é que o hibridismo do lugar social de Cadu é o próprio germe de sua mobilidade, que se manifesta no uso hábil das funções poéticas, no manejo dos índices que reúne. A transformação do caso em notícia abre por sua vez rotas de espraiamento (de comunicabilidade) diferentes das imaginadas (projetadas) no local de produção deste discurso (o coletivo antiproibicionista de redutores de danos A Craco Resiste). O entrelugar social de Cadu e seu lugar de exceção são grifados em narrativas focadas em sua biografia e os temas-tabu indiciados no discurso são apagados pela notícia espetacular de seu resgate improvável. / [en] The present work analyses a discourse of resistance recorded in 2017 in the Crackland of São Paulo and follows its process of going viral until it turns into a proper case. This research investigates: the way Carlos Eduardo s speech is repeatedly shared (re-entextualized) and which are the discourse effects of such textual circulations. Under the mediation of categories from the contemporary linguistic anthropology, the data analysis intertwines the story of this research with broader themes and the perspective of corporative media. Located in the tradition of qualitative research, this work positions itself as highly engaged and committed since it is directly connected to the personal relationship between the author of the discourse at stake and the present re-searcher. The conclusion is that the hybridism that defines Cadu s social place represents the germ of his mobility, which is expressed through his dexterous poetical faculties and the way he manages to access them. The transformation of the case into news opens up space for spreading routes of communicability which are distinct from the ones projected in its discoursive production site - the harm reduction anti-prohibitionist collective A Craco Resiste. Cadu s social inbetween place, as well as his exceptionalism, are highlighted throughout narratives focused in his biography while the taboo issues that come up in the discourse level are overcast by breaking news of his unlikely rescue.

Currently, the drug court treatment outcome literature provides little guidance about examining clients that fail to complete drug court. Typically, only successful clients are tracked and measured for outcome success characteristics and not much is known about unsuccessful client outcomes. A large portion of individuals who begin drug court do not complete the program. With unsuccessful rates ranging from 34 to 73%, it seems reasonable to examine the outcome of these cases. Ignoring this phenomenon is problematic because various stakeholders remain uninformed about the drug court model’s full effectiveness. The focus on successful clients may fail to fully capture and understand positive residual effects of the drug court program. Questions in this research include: Do unsuccessful drug court clients experience positive program results? Has self-awareness increased about the extent of their substance abuse problem? Are unsuccessful clients more confident in their ability to effect positive change? Is there an increased motivation to change? If non-completers are more aware of the potential for harm, are there reductions in risky behaviors? This study is a qualitative investigation using a phenomenological design. The data source is a convenience sample of unsuccessful drug court clients that participated in a pre-trial intervention or postplea adult drug court program in East Central, Florida. The unit of analysis is the individual, and the total number of participants interviewed is N=30. A grounded theory approach, a harm reduction paradigm from the psychotherapy arena, and a variation of an Intention-to-Treat design from the medical field were used to frame the research. This study found some reductions in both criminality and substance use. Several participants also reported improved familial relations and continued connections to the recovery community. Many participants demonstrated an increased self-awareness of a destructive lifestyle, an increased motivation to change destructive behaviors, and an increased self-efficacy in their ability to make substantive life changes. Incarceration was also found to be a motivator for positive change. Therefore, the inclusion of unsuccessful client outcomes was found to be critical to fully understanding the impact of the therapeutic jurisprudence model. iv I wish to dedicate this dissertation to my family. In memory of my Great Aunt Pat and Uncle Charlie. To my mother, Lou Ray, who considered me her hero for which I never deserved. And to my sister, Toni, whom I truly love. I appreciate their understanding as I embarked on this sometimes onerous endeavor. To a few of my closest friends who were my champions throughout this process. To my dearest friend, Bill Van Poyck, for his continuous support and encouragement. Bill has helped me more than he will ever know. Thank you for acknowledging and understanding this difficult undertaking, and for always believing in me. To my dear friend, Kay McKee, who continually checked on me to make sure I was doing okay. Irrespective of her own life challenges, she put my struggles before her own. Kay has been such a wonderful friend and great supporter over the years. To my long-time, committed friend, JuJu, who shared one of my most stressful weekends working on this project. JuJu puts up with me when few people will. Most of all to my wonderful husband, Nick. He has been by my side through much angst and trepidation. He has helped me greatly with determining the best approach to take in several instances during this arduous endeavor. His unflagging patience, encouragement, and love I can never repay. Throughout my entire academic career, even though much time was taken away from him, he never once complained. He is the person I can always count on, and he often places my welfare ahead of his own. Finally, in memory of our boy, Willie McCool Francis. He brought so much joy into our lives. We know he can never be replaced. My dear friend told me, "we loved him and he loved us and that is a beautiful thing." We will never forget his unconditional and unwavering love for us. v AC

[pt] Os usos de substâncias psicoativas tiveram ampliação em sociedades ocidentais a partir do século XIX, tendo alguns se tornado alvo de proibição. Dentro do tema das drogas, podem ser destacados diversos tópicos relevantes para debate, como os tipos de uso e as possibilidades de prevenção a riscos relacionados. Riscos estes que podem ser tanto da esfera individual quanto do âmbito social. Compondo sua relevância social, o consumo de álcool e outras drogas por jovens leva a uma defesa do debate deste tema nas escolas. Esta tese objetivou compreender práticas e concepções de educadores egressos do curso Educação, Drogas e Saúde nas Escolas, ministrado através da Fundação Centro de Educação Superior a Distância do Estado do Rio de Janeiro (Cecierj). Os instrumentos de pesquisa foram questionários aplicados em formulários online e entrevistas semiestruturadas realizadas também a distância, devido à pandemia de covid-19. Foi feita uma análise estatística descritiva das questões objetivas do questionário, enquanto as questões abertas e as entrevistas foram investigadas através da Análise de Conteúdo (BARDIN, 2016). Foram encontrados educadores que valorizam e utilizam abordagens dialógicas e se orientam pela perspectiva da redução de danos. Sobre o desenvolvimento destes trabalhos, foram relatados diferentes empecilhos, como a dificuldade de estabelecer parcerias por falta de interesse no tema ou receios ligados a tabus e a tendência para abordagens proibicionistas. Também há preocupações com possíveis acusações de apologia às drogas, medo de reprovação por parte dos responsáveis e por parte de agentes ligados ao tráfico de drogas nos entornos das escolas. Apesar disso, destacaram-se relatos sobre projetos desenvolvidos com participação ativa e interessada dos estudantes. Estes projetos foram influenciados pela formação em educação sobre drogas, apresentando indicadores de qualidade. Destaca-se, porém, sua dependência das iniciativas individuais dos educadores, que não possuem respaldo institucional e de políticas públicas para formação continuada no tema para o trabalho em si. / [en] The use of psychoactive substances expanded in Western society from the 19th century onwards, with some becoming the target of prohibition. Within the topic of drugs, several relevant topics can be highlighted for debate, such as types of use and possibilities for preventing related risks. These risks can be both individual and social. Due to its social relevance, the consumption of alcohol and other drugs by young people leads to a defense of the debate on this topic in schools. This thesis aimed to understand practices and conceptions of educators who graduated from the course Education, Drugs and Health in Schools, taught through the Center for Distance Higher Education Foundation of the State of Rio de Janeiro (Cecierj). Research instruments included questionnaires applied through online forms and semi-structured interviews conducted remotely due to the COVID-19 pandemic. A descriptive statistical analysis of the objective questions of the dialogue was carried out, while the open questions and interviews were investigated using Content Analysis (BARDIN, 2016). Educators were found who value and use dialogical approaches and are guided by the perspective of harm reduction. Regarding the development of these works, different obstacles were reported, such as the difficulty of establishing partnerships due to lack of interest in the subject or concerns related to taboos and the tendency towards prohibitionist approaches. There are also concerns about possible accusations of drug promotion, fear of disapproval by those responsible and by agents linked to drug trafficking in school environments. Despite this, reports on projects initiated with active and interested participation of students. These projects were influenced by training in drug education, presenting quality indicators. It stands out, however, its dependence on individual initiatives of educators, who do not have institutional support and public policies for continuing training in drug education and for the work itself.

This thesis examines the failings in environmental-ethics present in the United States funeral industry, focusing on the lack of environmental ethical guidelines at an industrial and policy level. Utilizing an interdisciplinary approach through the lenses of environmental science, philosophical ethical considerations surrounding policy-based advocacy and ecocritical approaches to the concepts of reciprocity and harm reduction, this thesis makes recommendations to close the gaps in environmental ethical oversight. Focus is placed on mitigation of environmental harms resulting from changes in policy and legislation, and in-industry oversight, with an emphasis on the support of ecologically beneficial methods of the disposition of human remains. / Master of Arts / The funeral industry in the United States has developed in a way that eschews environmental consciousness in the services available to consumers. This thesis examines the historical development of the relationship between the funeral industry and the environment, and the way the rise of the corporate funeral model ignores environmental concerns, as well as presents contemporary environmental issues that impact the industry. Additionally, the thesis explores the gaps regarding environmental impact present in the ethical guidelines the funeral industry adheres to, and the lack of environmental accountability coming from both within the industry and from regulatory bodies and the United States government. Finally, this thesis provides recommendations for the industry, and associated advocacy groups surrounding corrections and policy and practice changes that will support more a more environmentally friendly version of the funeral industry. In this case, environmental friendliness is defined by practices which take pollution impacts into account, as well as consider the sustainability of resource use incurred by both traditional and emergent technologies.

No description available.

Deux paradigmes se côtoient dans le traitement de la dépendance au Québec. Tout d’abord, il y a le paradigme de l’abstinence avec un modèle d’intervention souvent basé sur les Alcooliques Anonymes. Avec ce modèle, l’alcoolisme (ou la toxicomanie) est défini comme une maladie. En ce qui a trait à la réduction des méfaits, cette dernière vise la réduction des effets néfastes de l’usage de drogues plutôt que l’élimination de leur usage (Brisson, 1997). Nous nous sommes intéressés à une intervention inscrite dans ce paradigme soit le programme de substitution à la méthadone. Cette étude avait comme but de connaître les perceptions de personnes inscrites à ce programme, comprendre comment est vécu le rétablissement à travers la participation au programme et connaître les perceptions de ces personnes en ce qui a trait aux conséquences de la dépendance. Un cadre théorique s’inscrivant dans la perspective de l’interactionnisme symbolique a été choisi. Plus précisément, les processus de transformations normatives de Maria Caiata Zufferey, la théorie de l’étiquetage d’Howard Becker et le concept de stigmate d’Erving Goffman ont été retenus. Ensuite, dix entrevues semi-dirigées auprès d’hommes et de femmes majeures inscrites à un programme de substitution à la méthadone ont été réalisées. En ce qui a trait au chapitre portant sur les résultats, il a mis en lumière différents rapports à la méthadone vécus par les participants. Pour ce faire, trois figures construites à l’aide de l’analyse typologique ont été développées. Il ressort que pour certaines personnes, la méthadone fut décrite comme un substitut nécessaire, pour d’autres, elle correspondait à une aide dont ils veulent se débarrasser et pour une minorité, elle suscitait de l’ambivalence. En définitive, bien que la substitution demeure le traitement de choix pour la dépendance aux opioïdes, il est difficile de parler de sortie du monde de la drogue à l’aide de la méthadone puisque ce traitement apparaît comme étant presque aussi stigmatisé que la dépendance à l’héroïne (Lauzon, 2011). À première vue, la méthadone permet de prendre une distance avec le monde de la drogue (l’argent facile, les vols, la prostitution) et permet de se reconstruire une existence sur la base de repères stables, mais à bien considérer les choses, elle confine les personnes interrogées dans une situation d’ambivalence puisqu’elle les rattache à une identité de toxicomane. Mots-clés : dépendance, programme de substitution à la méthadone, perception, participant, réduction des méfaits, stigmatisation. / Two paradigms are frequent when treating addiction in Quebec. First, there is the paradigm of abstinence with an intervention model often based on Alcoholics Anonymous. With this model, alcoholism (or addiction) is defined as a disease. The second paradigm, harm reduction, is aimed to reduce the harmful effects of drug use rather than eliminating their use (Brisson, 1997). We are particularly interested in an intervention found in this paradigm named methadone maintenance treatment. This research was aimed to identify the perceptions of people enrolled in this treatment, understand their recovery process while participation in this treatment and understanding the perceptions of users of methadone in regards to the consequences of addiction. A theoretical framework found in the symbolic interactionist perspective was selected. More specifically, the process of normative transformations of Maria Caiata Zufferey, the labelling theory of Howard Becker and the stigma theory of Erving Goffman were selected. A qualitative methodology was retained. Ten semi-structured interviews with men and women enrolled in a methadone maintenance treatment were conducted. The chapter that focussed on the results highlighted various reports on how methadone maintenance treatment was experienced by the participants. To do this, three figures constructed using typology analysis were developed. For some people, methadone was described as a necessary substitute, for others, it corresponded to a help that they wanted to eliminate and for a minority, it aroused ambivalence. One thing is certain, although the substitution remains the treatment of choice for opioid dependence, it is difficult to speak of the output of the drug world with the help of methadone because this treatment appears to be almost as stigmatized as the dependence on heroine (Lauzon, 2011). At first glance, the use of methadone can help distance a person from the world of drugs (easy money, theft, prostitution) and can help rebuild their lives on a basis of landmark stability, but to carefully consider, it confines the respondents in a state of ambivalence as it relates to the identity of an addict. Keywords : harm reduction, methadone maintenance treatment, perception, participant, stigma, dependency.