Programs that offer a telephone service that enables people who are troubled to talk confidentially about their personal problems with an empathetic listener. These programs are often staffed by volunteers who can offer referrals for ongoing treatment, if needed.

Programs that provide immediate assistance for people who have problems related to use of drugs or are at risk of a drug use disorder or a drug overdose. Services may include defusing the crisis, ensuring the person's safety and information about alternatives the person may explore to begin recovering. Drug abuse hotlines are also typically available to significant others of people who use drugs. Hotline staff can generally be reached via the telephone, email, live chat, texting and/or instant message (IM).