ISBN 978-2-921713-60-3 ISSN 1195-1532 Legal deposit 2nd quarter 2007 Bibliothèque et Archives nationales du Québec National Library of Canada INFORMATION AND REFERRAL CENTRE OF GREATER MONTRÉAL Annual report April 1st 2006 to March 31st 2007 Charitable registration number No. 10689 5840 RR0001 3155 Hochelaga Street, Suite 101 Montréal, Québec H1W 1G4 Telephone 514 527-1375 Fax 514 527-9712 e-mail : crgm@info-reference.qc.ca Web site : www.info-reference.qc.ca

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ANNUAL REPORT

April 1st 2006 to March 31st 2007

INFORMATION AND REFERRAL

CENTRE OF GREATER MONTRÉAL

This annual report is dedicated to the memory of Mrs. Jeannine Boyer, founder of the Centre, who passed away on February 7, 2007. Born in 1924, Mrs. Boyer was a comedian for several years before a major change to a career in labour unions and later, in the social field. At the request of the Conseil des oeuvres, she founded the Information and Referral Centre of Greater Montréal on October 15, 1956. Thus, Montréal became the 3rd Canadian city to put in place this essential service after Toronto and Vancouver. She was for 50 years the inspiration of the Centre’s mission: Helping through Information, with her compassion and her innate sense of social justice. She has been instrumental in helping tens of thousands of Montrealers during her career of 33 years at the Information and Referral Centre. She was in a privileged position to witness the needs of her fellow citizens before and during the creation of the social and community services available today.

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FOREWORD «For 50 years, the Information and Referral Centre of Greater Montréal has been a guiding light in the life of its fellow citizens, for their life situations, their problems, their questioning, their dependencies or their lack of knowledge of the available help. Let’s give praise to the men and women who deserve credit for this dedication…»*

Lise Thibault Lieutenant Governor of Québec

«At the occasion of the 50th anniversary of the Information and Referral Centre of Greater Montréal, I am happy to offer my best wishes to all those who have allowed this organization to help thousands of people. The City of Montréal is happy to have contributed to the acquisition of an office building which will permit you to benefit from better conditions to fulfil your mission so important for a number of our citizens. Again congratulations! And happy anniversary! »*

Gérald Tremblay Mayor of Montréal

«I wish to point out the formidable work accomplished over 50 years. Thanks to its wide knowledge of the community organizations, the Centre has become today an indispensable organization. When social problems get more complex, it is essential to refer adequately the people in need to the appropriate help. Centraide is proud to have supported the Centre throughout all these years».*

Michèle Thibodeau-DeGuire, Pdg Centraide of Greater Montréal

WORD FROM THE PRESIDENT «I am a firm believer in the importance of the Centre for our community. Its role is vital for the population and for the social welfare agencies. If it did not exist, the government would have to create it. The Centre employs exceptional people, devoted workers, and my job, as president of the Board of Directors, is to see to it that they have the necessary tools to fulfill their mission. For more than 25 years, my firm has collaborated with this essential organization. »*

Me Jean-Jacques Rainville Dunton Rainville SENC

* free translation by the Centre

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INTRODUCTION

STATUS The Information and Referral Centre of Greater Montréal is an autonomous organization which has offered its services freely to the population of Greater Montréal since 1956. Launched by Mrs. Jeannine Boyer, the Referral Centre gives information about community resources and helps people by referring any person in need to the proper organization in matters of social security, welfare, health and recreation. On April 1st, 1969, the Centre de Référence du Conseil des oeuvres de Montréal joined with the Information and Referral Service of the Montréal Council of social agencies, and merged into one community service. On August 1st, 1969, a charter was granted to the CENTRE DE RÉFÉRENCE DU GRAND MONTRÉAL-INFORMATION AND REFERRAL CENTRE OF GREATER MONTRÉAL by the Ministère des institutions financières, compagnies et coopératives de la province de Québec. The Centre is affiliated with Centraide of Greater Montréal and is a member of the following: Alliance of Information and Referral Systems (AIRS), an association regrouping major information and referral centres in Canada and the United States; the Canadian Council on Social Development (CCSD); l’Association pour la santé publique du Québec (ASPQ); l’Association pour l’avancement des sciences et des techniques de la documentation (ASTED). The Centre is also an associate member of the Association of Community Information Centres of Ontario (ACICO), a member of the Board of Directors of InformCanada, a member of the 211 National Implementation Committee and of the 211 Taxonomy Committee. INFORMATION AND REFERRAL The Centre offers its services to the Greater Montréal population: individuals, professionals, associations, private agencies, public services, services within the social affairs network, mass media and others. From the outset, the Centre has served the communities within the administrative regions 06, 13 and parts of the 14, 15 and 16 regions. All in all, wherever communications with the Centre do not entail long distance fees. Moreover, the Centre operates two specialized telephone services, namely Drugs: Help and Referral, and Gambling: Help and Referral, 24 hours a day, 7 days a week throughout the Province of Quebec as well as a specialized service for seniors: Referral Helpline for Seniors.

Operating as a liaison between the needs and the resources, the Centre uses the telephone as its basic working tool. The main functions of the Information and Referral Centre are: WE INFORM individuals and groups about services pertaining to social security, welfare, health and recreation; WE REFER individuals and groups to the particular organization capable of answering their personal needs; we communicate with agencies in order to facilitate the procedures and to follow up on the service rendered; WE COLLECT data about the needs expressed by the callers, transmit these to the private, public and parapublic coordinating and planning organizations and cooperate with such bodies to improve available services; WE PUBLISH a regional Directory of community services and many other specialized publications. WORKING METHOD During the telephone conversation with the person in need, the info-referral personnel must, first and foremost, ascertain the exact nature of the request. Such an evaluation is absolutely necessary to ensure a high quality of referral. The comprehensive training of employees and qualified volunteers, as well as their desire to be constantly accessible, make it possible for the Centre to eventually cope with all incoming calls and complete them in the rapid and efficient manner typical of a referral service. All volunteers are trained and supervised by department personnel with whom they are closely teamed. The info-referral personnel must obtain all the information pertinent to the case at hand, quickly establish the true nature of the problem and assess the client’s aptitude to use the suggested resource. To the Centre, INFORMATION AND REFERRAL means guiding the client towards the services most suited to handle their problems or answer their questions. The Centre will encourage the clients to contact the suggested resources or, if necessary, will do so on their behalf.

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THE ACTIVE MEMBERS OF THE CORPORATION OF THE INFORMATION AND REFERRAL CENTRE OF GREATER MONTRÉAL

The Honourable Lise Thibault, Lieutenant Governor of Québec Mrs. Janet M. Bertrand, Ph.D.,m.s.s. Administrator Dr. Guy Bonenfant, General Practitioner Mrs. Marthe Bouchard, Administrator Me Louis-Philippe Bourgeois, Dunton Rainville SENC Mrs. Doris Custeau, Administrator Mr. Gilles Daigneault, Administrator Mr. P. Michel de Grandpré, Administrator Mgr. Louis Dicaire, Diocese St-Jean-Longueuil Mrs. Hélène Gauthier-Roy, Groupe Provencher Roy Honourable Bernard Grenier, Shurman, Longo et Grenier Mr. Alex Harper, Anchor-Harper Me Scott Hughes Monette, Barakett, Lévesque, Bourque & Pedneault Mr. Clément Janelle, Administrator

Me Marie-Claude Jarry, Dunton Rainville SENC Mr. Pierre Y. Langlois, C.A. Administrator Me Marc A. Leduc, Administrator Mr. André Marsan, Sigma Alpha Capital Mr. Yves Millette, Canadian Life and Health Insurance Association Mrs. Rollande Montsion, Administrator Mrs. Marie Normandeau, Administrator Mr. Kevin O’Farrell, Pfizer Mr. J.-Robert Ouimet, Holding, O.C.B. Inc. and/et Ouimet-Tomasso inc. Mr. Michel Plante, C.A. Roctest Me Claude Quidoz, Quidoz, Tremblay & Associés Mr. Tony Shorgan, Administrator Mr. John Topp Pavillon Foster Mr. Louis-Paul Thauvette, Administrator

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THE BOARD OF DIRECTORS OF THE INFORMATION AND REFERRAL CENTRE OF GREATER MONTRÉAL 2006-2007

President Me Jean-Jacques Rainville, Dunton Rainville SENC 1st Vice-President Mr. Guy Dubreuil, Construction Cogerex Ltée 2nd Vice-President Mrs. Catherine M. Hooper, Treasurer Mr. Denis Couture, C.G.A. Secretary Mr. Claude Roy, Société d’habitation du Québec

Mrs. Lorraine Bilocq Lebeau, Information and Referral Centre of Greater Montréal Mr. Jean-Claude Boisvert, Consultant on management of social programs Dr. Thomas Brown, Ph.D. Douglas Hospital Research Centre Mrs. Mona Laflamme, Le Groupe Pro-Santé Inc. Mr. Richard Leblanc, Banque Nationale du Canada Dr. Tri Vu Truong, Eng. Sodexen

THE MEMBERS OF THE ADVISORY COMMITTEE DRUGS: HELP AND REFERRAL 2006-2007

Mr. Yves Alavo, Ville de Montréal Mrs. Lorraine Bilocq Lebeau, Information and Referral Centre of Greater Montréal Mrs. Danièle Des Marais, Centre d’accueil Le Portage Dr. Gail Gauthier, Montréal General Hospital (MUHC) Mrs. Suzanne Major Université de Montréal Mrs. Anne Marquis, Agence de la santé et des services sociaux de Montréal Sister Monique Picard, Accueil Bonneau

Mr. Paul Roberge, Ministère de la Santé et des Services sociaux Mr. Stéphane Rock, Service de Police de la Ville de Montréal Mr. John Topp, Pavillon Foster and Fédération québécoise des Centres de réadaptation pour personnes alcooliques et autres toxicomanes Mrs. Carmen Trottier, Association des Intervenants en toxicomanie du Québec Mrs. Hélène Hamel, Coordinator, Drugs: help and referral Mrs. Monique Cantin, Director of Communications, Information and Referral Centre of Greater Montréal

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THE MEMBERS OF THE ADVISORY COMMITTEE GAMBLING: HELP AND REFERRAL 2006-2007

Mrs. Danièle Abel Normandin, Service de Police de la Ville de Montréal Mrs. Nicole Beaulieu, Fondation Mise sur Toi Mrs. Lorraine Bilocq Lebeau, Information and Referral Centre of Greater Montréal Mr. Claude Boutin, Centre québécois d’excellence pour la prévention et le traitement du jeu Mrs. Suzanne Carrière, CSSS Jeanne-Mance Mr. François Côté, Régie des Alcools, des Courses et des Jeux Mrs. Béatrice Daléus, Marketing Consultant and Radio Interviewer Mr. Pierre Desrosiers, Fédération québécoises des centres de réadaptation pour personnes alcooliques et autres toxicomanies

Mr. Robert Faulkner, Ministère de la Santé et des services sociaux Mrs. Anne Marquis, Agence de la santé et des services sociaux de Montréal Mrs. Élisabeth Papineau, Institut national de santé publique du Québec Mr. John Topp, Pavillon Foster Mrs. Carmen Trottier, Association des Intervenants en toxicomanie du Québec Mrs. Hélène Hamel, Coordinator, Gambling: Help and Referral Mrs. Monique Cantin, Director of communications, Information and Referral Centre of Greater Montréal

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THE PERSONNEL AND VOLUNTEERS 2006-2007 INFORMATION AND REFERRAL CENTRE OF GREATER MONTRÉAL

Mrs. Lorraine Bilocq Lebeau, Executive Director Mrs. Micheline Groulx, Director of financial and computer services

VOLUNTEER Mrs. Élisabeth Lebeau

INTAKE, PURCHASING AND SALES SERVICES Mrs. Mireille Perrault, Office Manager Mrs. Manon Côté, Clerk

VOLUNTEERS

Mrs. Lise Bilodeau Mrs. Claudette Durocher

COMMUNICATIONS Mrs. Monique Cantin, Director

PUBLICATION AND DOCUMENTATION SERVICES Mrs. Christiane Trottier, Coordinator Mr. Denis Belzile, Clerk

INFORMATION AND REFERRAL SERVICES Mrs. Janine Sylvain Turgeon, Coordinator Mr. Dominic Perrini, Counsellor, Supervisor of Volunteers Mrs. Bernice Chevarie, Counsellor Mr. Étienne Lajoie-Gagnon, Contract employee Mrs. Suzanne Roberge, Contract employee

VOLUNTEERS Mrs. Gabrielle Benoît Mrs. Gisèle Désilets Mrs. Sylvie Frappier Mr. Réal Laflamme Mrs. Gisèle Reboux Mrs. Renée Sébastien

THE PERSONNEL OF THE SPECIALIZED TELEPHONE SERVICES 2006-2007

Mrs. Hélène Hamel, Coordinator DRUGS: HELP AND REFERRAL

COUNSELLORS Mr. Bernard Dion Mrs. Roselyne Gratton Mr. Roger Monette Mrs. Maria Rigas Mr. Denis Rivest

GAMBLING: HELP AND REFERRAL

COUNSELLORS

Mr. Gil Bellemare Mrs. Monique Côté Mr. Étienne Lajoie-Gagnon Mrs. Nancy Rocha Mrs. Elissa Verdicchio Mrs. Karine Dallaire Mrs. Aude Vignola-Mir Mrs. Annie Villemaire

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2006-2007 ANNUAL REPORT This Centre’s activity report for the year 2006-2007 is presented at the 38th annual meeting of the Centre de Référence du Grand Montréal - Information and Referral Centre of Greater Montréal. This annual report is given to our financial sponsors: Centraide of Greater Montréal, le Ministère de la Santé et des services sociaux, l’Agence de de santé et de services sociaux de Montréal, as well as to several hundred agencies, services and social organizations, as well as to the media. We also send this report to the provincial and federal Ministers and Members of parliament for the Greater Montréal region and to the municipal authorities of the territory that we serve. Serving the population since the 15th of October 1956, the Information and Referral Centre of Greater Montréal was instrumental in helping nearly 90 000 people this year. The Centre has also reached the social field workers of the territory through the distribution of its five specialized publications, which respond to many social needs considered as priorities in our society. The Information and Referral Centre shares its expertise by collaborating with several social planning and consultation organizations: • The Table de concertation sur la faim et le

développement social du Montréal métropolitain ; • The Association pour la santé publique du Québec

(ASPQ) ; • The Comité des organismes humanitaires et

communautaire pour les mesures d’urgence à Montréal;

• The Association pour l’avancement des sciences et des techniques de la documentation (ASTED) ;

• The Association of Community Information Centres of Ontario (ACICO-associate member);

• The Alliance of Information and Referral Systems (AIRS) ;

• InformCanada, which represents the Canadian Referral Centres (member of the Board of Directors);

• 211 National Implementation Committee; • 211 Taxonomy Committee. It is, in effect, by the constant preoccupation of maintaining efficiency in the tens of thousands of

telephone interventions that we make every year, and by the regular participation in several planning and social networks, that the personnel and the volunteers of the Information and Referral Centre live daily with their mission: HELPING THROUGH INFORMATION. A BRIEF LOOK AT THE HISTORY OF THE CENTRE The setting up of Information and Referral Centres has been a strong influence in the social development of the large North American cities (Boston, New York, Los Angeles, etc.). The first Canadian Information Centre opened in 1952 in Toronto, the second in Vancouver in 1953 and the third in Montréal on October 15, 1956. The history of the Information and Referral Centre can be summarized as 50 years of attentive listening, of personalized communication, of informing and referring and answering the needs of 2.9 millions people in the Greater Montréal, relative to financial security, well-being, health, recreation, substance abuse and gambling. Right from the start, from October 15th 1956 to May 1st 1957, 814 people contacted the Referral Centre to obtain help and information. In 1966, the Centre had been in existence 10 years, and responded to 8,554 requests that year. In 1969, the Centre, which had been updating the Directory of community services of Greater Montréal since 1956, became fully responsible of its updating and publication. In 1970-71, the Centre saw remarkable growth with a number of calls received of 46,292. The numerous and rapid changes which affected the society during that time raised new needs and expectations in the population. Thus, several parents expressed their deep anxiety facing the drug phenomenon. In 1975-1976, our 20th anniversary year, the Centre was called upon to answer 23,675 requests for information, and 25,560 calls for referrals to services, in conformity with our dual role in the community. Our central data bank was at that time largely expanded.

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In 1980-1981, our 25th anniversary year, the Centre received 61,322 calls. The problems tied to job searching and professional training have become more and more numerous, as well as those concerning food and heating emergency relief. The Centre undertakes, in the early 1980’s to computerize many of its activities, which will allow the publication of its first Directory produced by computer in 1986. The year 1990-1991 was transitional for community organizations, due to a major reform of the Health and the Social services. Important negotiations were held throughout the year to insure the financing of our organization and keeping the Information and Referral community Centre for the Greater Montréal population. In order to avoid a major financial crisis, the Board of Directors set up a strategic plan on December 14th, 1990, which covered all the aspects of operations of the Centre including its financing, proposing three principal axes of changes. The plan envisaged the massive development of volunteering in all the services, the computerization of its auxiliary services and of its data bank, as well as the diversification of its sources of financing. Since 1995, the harmonious integration of many volunteers in all activities of the Centre, the management of provincial help lines – 24 hours a day – the development of the publications department, as well as reaching and maintaining its financial balance, are major achievements resulting from its strategic plan. In 1992, for the first time in its history, the Information and Referral Centre was opened 24 hours a day, 7 days a week, with Drugs: help and referral, a provincial service, developing an expertise in the drug addiction field. Also, for the first time, it was a team of more than forty people (volunteers and employees) who allowed the Referral Centre to fulfill its social mission and to serve the public well. In 1993, the Centre put in place a second province wide specialized telephone service, concerning this time, compulsive gambling, Gambling: help and referral. Thousands of people call the Centre each year in order to know and exercise their rights. Taken together, our statistics of the years 2000 reflect the preoccupations and needs of a population dealing

with problems of loneliness and job precariousness. People are also extremely worried not only by the quality of the health services, but also the availability of these services. The Centre works to empower people, helps find long term solutions and focuses on the autonomy of its clientele. Through it basic mission of Info-Referral, the Centre receives yearly 50 000 demands of help and information of which 20% are from letters, fax and emails. OUR FOUNDATION ADMINISTERS A COMMUNITY BUILDING Since 1983, the INFORMATION AND REFERRAL CENTER OF GREATER MONTRÉAL FOUNDATION has as its main goal to contribute actively towards the progressive development of the Centre and its proper maintenance. The Foundation has transformed a vacant building into a centre for community services located at 3155 – 3165 Hochelaga Street in Montréal, in a part of town that is currently experiencing a revival. The Centre occupies a third of the surface area while the remaining space is rented at affordable cost to non-profit organizations: the Sjögren’s Syndrome Association, Gai-écoute, the Fédération des Coopératives d’Habitation Intermunicipale du Montréal Métropolitain who have, like the Centre, signed long term leases. We wish to express our gratitude to the Board of Directors and especially to Mr. André Meloche, President of the Foundation. Thanks also to Mr. Guy Dubreuil, architect and 1st Vice-President of the Centre, for his support and his outstanding collaboration in the pursuit of this ambitious goal. 88 676 PEOPLE HELPED BY THE REFERRAL CENTRE IN 2006-2007 During the last year, the Centre helped 43 278 people through its Info-referral service, 33 931 people with its specialized line Drugs: help and referral and 11 467 people through Gambling: help and referral. In collaboration with the Table de Concertation des Aînés de l’Île de Montréal, the Centre participated in a pilot-project, the REFERRAL HELPLINE FOR

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SENIORS, which was officially launched on October 7th, 2003. This year, our team handled 1,073 calls of which 74% were from women, 22% from men, and 4% from field workers. The requests principally concerned consumer problems (13%), financial help (11%), physical health (8%), nursing homes (8%), home nursing services (7%), leisure activities (5%), housing (2.5%), defence of rights (4%), legal aid (4%) and transportation (3%). Referral Helpline for Seniors did not benefit from any grant since 2004 but the Centre decided to maintain it, considering that it was so well received by the community and by the elderly people themselves, for its relevance and its complementary nature with other services. INFO-REFERRAL Our statistics for info-referral indicate requests for services received by telephone, letter, fax, and e-mail, and show an important increase in the number of calls coming from private agencies, parapublic services (including CLSC’s) and labor unions. The Centre received 1,000 requests for help and information from professionals in private practice and from 16,700 field workers in the health, social service, education and communication sectors. An in-house study, done three times a year, points out that more than 17.67% of calls handled at the Centre came from people who expressed themselves in French or English, but had an ethnic background other than French or English. The average was only 13.90% last year and 5% a few years ago. Geographically, 76.29% of our calls originate from the city of Montréal, followed by 9.63% from the Montérégie, 4.23% from Laval, 1.44% from Laurentides, 2.35% from Lanaudière and 6.06% from outside of the Greater Montréal area. We must underline in our statistics the importance of requests related to the following: • Assistance concerning problems linked to food

assistance (7.2%); • Assistance for help with consumer problems,

budget problems and debts (6%); • Information and referral concerning social

security, unemployment insurance and job search (4.6%);

• Requests for information concerning professional associations (4%);

• Requests for help concerning alcoholism (0.93%) and drug addiction problems (2.7%);

• Information concerning legal services (2.9%) and defence of rights (2%);

• Requests for help related to pathological gambling (2.9%);

• Information and referral to a self-support group in mental health (2.7%);

• Information concerning continuing education and literacy (2.1%);

• Problems related to housing (2%); • Requests for help concerning community

recreational services (1.7%) and community centres (1.5%);

• Information and assistance concerning private residences for elderly (1.6%);

• Information concerning social clubs, foundations and philanthropic organizations (1.5%);

• Requests for information concerning Women’s groups (1.3%) and Men’s Groups (1%);

• Assistance services at home for elderly people losing their autonomy (0.8%);

• Information concerning the environment (0.7%);

• Information concerning ethnic groups (0.6%); • Requests for assistance for one parent families

(0.6%); • Information and assistance concerning

transportation for elderly (0.4%); • Requests for help in moving (0.4%). Several requests received by the Centre directly deal with personal security: 118 requests for child protection, 155 for violence against women, 13 for men victimized by violence, 51 for victims of incest, 77 for victims of rape or sexual assault and 23 for elderly victims of violence. We must emphasize again this year that the Centre’s info-referral service handled 101 requests for help concerning suicidal people and 150 concerning interventions in context of emergency. Taken together, our statistics reflect the preoccupations and needs of a population dealing with problems of isolation and job precariousness. People are also extremely worried not only by the quality of the health services, but also the availability of these services. The Centre works in collaboration with all the public and parapublic organizations, the private agencies and associations of Greater Montréal, so

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that the people who require services are able to find the help needed. Finally, the Centre has given 90 interviews this year in order to help people, who for most, were searching for work in the social field. They were looking for information on community organizations in their milieu or according to their field of interest. We would like to express our gratitude to Mrs. Odile Bureau who retired this year after 30 years of service at the Info-Referral. We wish her health and serenity for the years to come. FINANCING In 2006-2007, the Centre received a grant from Centraide of Greater Montréal of $210,000. and a grant from the Agence de la santé et des services sociaux de Montréal, of $133,231. To these grants are added the revenues from the sale of five specialized publications, as well as the management fees for our service Drugs: Help and Referral ($334,000.) and for Gambling: Help and Referral ($467,570.). In total, the operational revenues were $1,569,653. of which a sum of $483,115 was for the main Info-Referral service. The Centre has again this year succeeded in balancing its revenues and expenses by multiplying the necessary efforts towards a very significant diversification of its sources of financing, and strictly controlling its expenses. DEVELOPMENT OF VOLUNTEERING The Centre would like to underline in a special way the essential contribution made by the nine volunteers who completed 1046 hours of volunteer work servicing the community. Moreover, the Centre benefited from free services from several consultants and resource persons, notably in data processing and advertising as well as from expert consultants in substance abuse and compulsive gambling. In order to ensure a quality referral service for the population, the coordinators of all departments are responsible for the recruitment, selection, and training programs for the volunteers, as well as for their general supervision in the activities of the Centre.

The Montréal Volunteer Bureau and the Service bénévole de l'Est are recruiting volunteers for the Centre all year long. All the departments of the Centre, namely: reception, info-referral, communications, documentation, publishing and administrative services, etc, benefit from the contribution of these volunteers. In the info-referral department, six of our qualified volunteers allowed the Centre to respond to requests for help and information for a total of 770 hours. The Centre directed towards appropriate services 549 people who were interested in performing volunteer work and didn't know where to apply. PUBLICATION AND DOCUMENTATION SERVICES The documentation staff placed 6,769 verification calls during the year to update or collect information on community services. While constantly updating our databank, our documentation team actively continues the work of converting information into the computerized central data bank undertaken a few years ago. Our Internet site is linked to several other web sites. Some of these sites include l’Agence de la santé et des services sociaux de Montréal, the Volunteer Bureau of Montréal and the City of Montréal. In March 2006, a new revised and updated edition of the Directory of Community Services of Greater Montréal, was published (2500 copies). This edition, sponsored by the Société d’habitation du Québec and by Gambling: Help and Referral, is considered an indispensable tool, which allows the community workers and organizations in the region to effectively refer their clients. This essential Directory, known as the “bible of social work”, offers many indexes, among which: one by language of service other than French and English, and one by geographical districts. Nearly 1,800 copies have been sold during the year. Thanks to the financial support from the Fondation Marcelle et Jean Coutu, the 2007 edition of the Directory of Self-Help Groups in the Greater Montréal Area will be available in the summer of 2007. The 2005 edition is sold out.

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With the financial support of l’Agence de la santé et des services sociaux de Montréal, the Referral Centre issued the 2006 edition of the Directory of Community Services for Homeless People in the Greater Montréal Area, (2,000 copies). More than 1,800 copies have been distributed to the Montreal community organizations. The 2005 edition of Private Retirement Residences for Self-sufficient Seniors in the Greater Montréal Area is available since January 2005 (1,000 copies). The 2007 edition is in preparation. Finally, the fifth edition of the Directory of Food Resources for Low Income people in Greater Montréal is available since February 2007 and nearly half of the print run has been sold in the weeks that followed its publication. PUBLIC RELATIONS, ADVERTIZING AND COMMUNICATIONS It is of the outmost importance for the Centre to be regularly present in the written and electronic medias, as well as represented in a number of meetings and conferences related to the wide range of issues the Centre addresses. Within the celebrations of the 50th anniversary of the Centre, an official inauguration of the building owned by our Foundation took place on October 16, 2006. The event, with Mr. Claude Dauphin of the Executive Committee of the City of Montréal as Guest of Honor, welcomed 60 guests including Mrs. Jeannine Boyer, founder of the Centre, who also gave an interview to a public affair radio program on CIBL that day. An advertising booklet of 16 pages on the 50 years of the Centre’s services to the community was distributed by La Presse and Le Soleil on May 16th, 2007 to 300 000 households. A fund raising activity is in preparation for June 2007, with Mr. Frank Zampino, President of the Executive Committee of the City of Montréal, as Guest of Honor. The Centre made available again this year a public service announcement (30 sec.) to the television broadcasters of the area. This public service announcement has been aired regularly throughout the winter of 2007 in an Italian program Aroma di Caffe, 5 times a week by the Global channel. Through MétroMédiaPlus, billboards were placed in 30 metro stations for a few months. We would

like to thank them and also Productions du Sixième Inc. for their technical support throughout the year. During 2006-2007, the employees and the volunteers of the Centre have participated in 100 public relations activities, of which 10 were television or radio programs. The Centre was also the subject of 30 articles or mentions in the major daily papers, magazines, and specialized periodicals. The Centre also participated in 16 information sessions which reached 108 community workers. The Centre has also collaborated in the development of a part of the Guide Santé web site and participates in the meetings of its scientific committee. The Centre actively participated in the organization and development of the sixth Conference held in Montréal on May 10, 2006, under the auspices of the Comité des organismes humanitaires et communautaires pour les mesures d’urgence à Montréal. The Conference brought together more than 200 representatives from community organizations and municipalities in order to raise awareness in the community to the necessity of co-operation in case of a disaster. The Centre also took part in the 2006 Canadian Community Information and Referral Conference. This fifth pancanadian conference took place in Niagara Falls in October 2006 with the major theme being «Helping in times of crisis». Upon the invitation of Centraide of Greater Montréal, the Centre was also present at the following activities:

• Soirée Distinction underlining the success of

the 2005 campaign, April 2006; • Annual meeting, June 2006; • Launching of the 2006 campaign,

September 2006; • Conferences during the campaign; • Announcement of the results of the 2006

campaign, December 2006.

The Centre is directly connected by telephone to Centraide since 1975 and therefore, 1,226 calls received at Centraide were transferred to the Centre this year. Also the personnel and volunteers from the Centre responded to 250 requests for general information relevant to Centraide and its campaign.

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Events where the Centre had an information booth: • Week of the Bar of Montréal, April 2006; • The Annual Conference of the Déléguées et des

délégués sociaux, Conseil régional FTQ, October 2006 ;

• Thematic Weeks organized by the Centre d'écoute et de référence Halte-ami, November 2006, February and March 2007;

• Collège Jean-Eudes : Semaine de promotion de la santé, March 2007.

Other events in which the Centre participated: • 74th Conference of ACFAS «Le savoir, trame de la

modernité, May 2006; • Collectif de recherche sur l’itinérance, la pauvreté et

l’exclusion sociale, UQAM, May 2006 ; • Association québécoise des parents et amis du

malade mental, conferences on compulsive buying, May 2006, obsessive-compulsive troubles, September 2006;

• 126th Annual general meeting of the Montréal Diet Dispensary;

• Projet 211 Québec : exchange of information about our services for future collaboration, June 2006 ;

• 7th Anniversary of Premier Arrêt, September 2006;

• Forum Jeunesse de l’Île de Montréal : launching of the Plan d’action 2006-2009 pour l’accueil des jeunes des régions à Montréal, October 2006;

• Association multi-ethnique pour l’intégration des personnes handicapées, conference on discrimination, Octobre 2006;

• Conferences La Presse Radio-Canada : «Comment ça va les hommes ?» November 2006;

• Société de Recherche en orientation humaine, Conference on «L’importance des défis de l’avenir dans la vie des jeunes», November 2006;

• 30e anniversary of the Charte des Droits et Libertés du Québec et remise du Prix Droits et Libertés 2006, December 2006;

• Conference of the ministère de la Sécurité publique du Québec on mobilisation in civil security, February 2007;

• Fondation pour l’alphabétisation, conference on the integration of immigrant people by training: «Naître ailleurs, apprendre ici» March 2007;

• Conferences on families matters by the Regroupement inter-organismes pour une politique familiale au Québec ;

• Several annual meetings : Service bénévole de l’Est, Sjögren Syndrom Association, Société de Saint-Vincent-de-Paul, Table de concertation sur la faim et le développement social du Montréal Métropolitain, Groupe Harmonie, Association pour la Santé publique du Québec, Association of Community Information Centres of Ontario and InformCanada, etc.

DRUGS: HELP AND REFERRAL Since 1992, Drugs : help and referral offers information, referral and listening services to people who have problems with substance abuse throughout the province of Québec. Available 24 hours a day and seven days a week, the helpline is bilingual, free, confidential and anonymous. During its fifteenth year of operation, the personnel has responded to 33 931 calls of which 887 were from Anglophones. Since February 1992, an Advisory Committee of about ten members makes recommendations to the Centre regarding Drugs: help and referral’s mandate in order to follow up on the agreement reached between the Centre and the ministère de la Santé et des Services sociaux du Québec. This Advisory Committee has held two meetings this year, at which time the main topic was the new version of the Cahier des normes de certification of the private resources in the field of alcohol and substance abuse and also the situation of the detox support centres. The counselors working at Drugs: help and referral assess the precise needs of the callers, evaluate with them their different possible courses of action and recommend suitable measures. They must show good judgment and empathy every day, facing requests of all kinds often requiring many solutions adapted to different situations. Since the field of intervention for drug addiction is in constant evolution, it requires a training program which responds promptly to the specific needs of the personnel and volunteers. This year, we have made our team available to follow the training program of the Centre Dollard-Cormier, Les Jeudis CDC. Three of our counselors have attended a training day on Gambling and two others on Drug addictions and Youth. We have also had Mr. Jacques Ducharme, M. Ps. for a session with our

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team on difficult calls and how to handle them. Finally, Mrs. Dolly Démitro, founder and director of Centre de Ressourcement Attitude who shared with the team the roots of emotional dependency. Drugs: help and referral relies on a large data bank regularly updated. The helpline works in tight connection with the Comité national de certification allowing its counselors to be informed in real time on any development in the certification process. According to its mandate of referring to the appropriate service, the helpline has directed 35 people with complaints against organizations to the appropriate authorities. Also during this year, Drugs: help and referral dealt with three complaints concerning its services in accordance with its current protocol. This year again, as agreed with the ministère de la Santé et des Services sociaux, the telephone number for Drugs: help and referral appeared on the promotional material of the Drug Awareness Week in November 2006. The calls typically have to do with: • Requests for listening and support by the

substance abusers, their spouses, peers or parents (6% of calls);

• Requests for general information on substance abuse (25% of calls);

• Requests for referrals to public and private rehabilitation centres, to counselling, to self-support groups, or help for problems of family violence, budget counselling, problem gambling or suicide (69% of calls).

Therefore, of all the requests received by our service, 31% (one out of three) were directly handled by our staff. In 2006-2007, 68% of callers had a substance abuse problem of which 28% were women and 40% were men. The spouses represented 4% of the callers, the parents 12%, the field workers 7% and the peers 9% (brothers, sisters and friends). From the total of callers, 2% were children and teenagers and near 1% were elderly people. The substances mostly mentioned were, in diminishing order of importance: cocaine, cannabis, alcohol, amphetamines, cocaine-alcohol, multiple substance abuse (more than two substances

mentioned), ecstasy, narcotics and analgesics (opiates), benzodiazepines, cocaine by injection, GHB and Rohypnol, antidepressants, methadone, heroine by injection, antipsychotics, heroine, magic mushrooms, nicotine, ketamine, mescaline (PCP), other prescribed medications, inhalents, LSD, steroids, and finally barbiturates. We noted an increase in the number of calls concerning ketamine. The calls originated from the following regions listed in decreasing order: Montréal, Montérégie, Capitale Nationale, Laurentians, Lanaudière, Laval, Mauricie and Québec Centre, Eastern Townships, Outaouais, Saguenay-Lac-Saint-Jean, Chaudière-Appalaches, Bas St-Laurent, Côte-Nord, Abitibi-Témiscamingue, Gaspésie-Îles-de-la-Madeleine, other regions outside of Québec and Northern Québec. Almost 46% of these calls originated from the Montréal area, whereas 15% were from Montérégie and 7% from the Capitale Nationale region. All results fairly match each territory’s population across Québec. In order to increase awareness of our telephone service, the Drugs: help and referral team participated in 42 public relation activities. In total, Drugs: help and referral was the subject of 27 publications in the media. Participation in special events : Collectif de recherche sur l’itinérance, la pauvreté et l’exclusion sociale, UQAM, May 2006 ;

Centre québécois de lutte aux dépendances and Novartis Family Health Canada inc, Launching of the book : Le Tabac à l’aube du 21e siècle – mise à jour des connaissances de Mohamed Ben Amar et Nancy Légaré, June 2006 ;

Premier Arrêt, 7th anniversary of this organization, September 2006 ;

Conference «Prévenir et intervenir en toxicomanie : de multiples défis» of the Association des Intervenants en toxicomanie du Québec, October 2006;

Conference by Dr. Juan Negrete on substance abuse and mental illness for the association Friends for Mental Health, October 2006 ;

Suicide prevention Centre Le Faubourg, 8e journée conférences sur la promotion du mieux-être, November 2006, and conference «Être une femme et intervenir auprès des hommes», February 2007 ;

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Centre Dollard-Cormier, Press Conference and launching of the document «Trajectoires de services et mécanismes d’accès en toxicomanie pour les jeunes âgés de moins de 18 ans» for the Montréal region, November 2006;

Centre de Recherche et d’aide pour narcomanes, Conference on the treatment of opiate addictions November 2006;

Centre St-Pierre, conference «Grandir ou souffrir à force d’aider», December 2006 ;

21st national meeting of the Health promotion and prevention workers for the ITSS (infections transmitted by blood or sexually) for the IV users, March 2007.

With its booth : • Week of the Bar of Montréal, April 2006; • Annual Conference of the Déléguées et Délégués

sociaux FTQ, October 2006; • Centre d’écoute et de référence Halte-Ami :

Thematic Weeks, November 2006, February and March 2007 ;

• Collège Jean-Eudes, March 2007. Publicity:

• Promotional material distributed by the Service

de Police de la Ville de Montréal; • L’Intervenant, Magazine on alcoholism and

substance abuse, (4 issues) 2006-2007; • Advertising insert, Congrès de l’Ordre des

Infirmières et Infirmiers du Québec; • Bell Directories and Yellow Pages; • Magazine Le Point and school Agenda le Point for

school administrations. The French and English versions of the website can be visited at www.drogue-aidereference.qc.ca and we would like to thank Les Productions du Sixième Inc. for their sponsorship and technical support. For many years, the Centre was well aware of the extent of the substance abuse problems and could only agree in 1992 with the decision of the ministère de la Santé et des Services sociaux du Québec to make services more available to the thousands of people affected by alcohol and drug abuse. It is an important opportunity for the Centre to put forward its expertise while committing to its initial mission: HELPING THROUGH INFORMATION. During the past fifteen years of activity, Drugs: help and referral has assisted more than 400 000 people.

GAMBLING: HELP AND REFERRAL In the fall of 1993, at the time the Québec government established the first casino, a wide range of measures for the protection of gamblers were put into place, including Gambling: help and referral, implemented because of the need to make people aware that gambling is, for some, not a game anymore. The helpline soon became the reference when one was looking for help for gambling-related problems. The service, provided by the Information and Referral Centre of Greater Montréal, has been financed by Loto-Québec from 1993 to 2001, and since April 2001, by the ministère de la Santé et des Services sociaux du Québec. Gambling: help and referral offers information, listening and support on compulsive gambling, as well as referral to all available help in the field. The helpline is available 24 hours a day and 7 days a week, throughout Québec. The personnel responds to several types of demands and needs: relevant reflections on the caller’s gambling habits; support and empathy in moments of great distress, and stabilization of callers before their referral to resources specialized in crisis situations. The anonymous and confidential nature of the communications allows people to talk about their difficulties without being afraid to be identified. In fact, suffering, shame, despair, anxiety and insecurity are often part of the caller’s burden. An Advisory Committee was set up in 2006-2007 to make recommendations to the Centre regarding Gambling: help and referral’s mandate as requested by the ministère de la Santé et des Services sociaux du Québec. This Advisory Committee held two meetings this year. Between November 15th, 1993, and March 31st 2007, more than 115,000 people turned to Gambling: help and referral for help or information. 945 Anglophones people used the helpline this year. Of the 11,467 calls in 2006-2007, 73% of the callers were worried about their gambling habits (28% were women and 45% were men). Among the other calls, 9% came from peers of a gambler (brother, sister, or friend); 5% from spouses; 3% from parents; and 10% from field workers. Adults accounted for 95.5% of the calls, 3.5% were elderly people and 1% of the calls were from teenagers and children.

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Requests can be divided in the following categories:

♦ Requests for listening and support from gamblers themselves, their spouses, their peers and parents amount to 9% of calls;

♦ Requests for general information amount to

28% of calls;

♦ Requests for therapy, counselling, self-support groups, or other related requests as budgeting, family violence, substance abuse or suicide amount to 63% of calls.

We wish to underline that 42% of calls were directly handled by the staff of Gambling: help and referral thus more than one on three. Among the types of games mentioned most often by callers were video-lotteries (77% of the mentions), the slot machines at the casinos (8%), and the lotteries (7%). As for the geographic origin of the calls, 51% originate from Greater Montréal, 12% from Montérégie, 9% from Québec area, 3% from Outaouais, and 50% from the other regions of Québec. Concerning public relations activities, Gambling: help and referral participated in 35 activities, 17 of which were television or radio broadcasts. In total, Gambling: help and referral was the subject of 209 mentions in publications or media. According to its mandate of referring to the appropriate service, the helpline has directed 127 people with complaints against organizations or establishments to the appropriate authorities. Our service was the object of 2 complaints in 2005-2006 and of one in 2006-2007, all dealt with following our current protocol. Since the field of intervention for gambling is in constant evolution, it requires a training program which responds promptly to the specific needs of the personnel. This year, we have made our team available to follow the training program of the Centre Dollard-Cormier, Les Jeudis CDC. Three of our counselors have attended a training day on Gambling and two others on Drug addictions and Youth. We also had a session with Mr. Jacques Ducharme, M. Ps. for an exchange with our team on difficult calls and how to handle them. Finally, Mrs.

Dolly Démitro, founder and director of Centre de Ressourcement Attitude, shared with the team on the roots of emotional dependency. With its booth : • Week of the Bar of Montréal, April 2006; • Annual Conference of the Déléguées et Délégués

sociaux FTQ, October 2006; • Centre d’écoute et de référence Halte-Ami :

Thematic Weeks, November 2006, February and March 2007;

• Collège Jean-Eudes, March 2007. Participation in special events: • Responsible Gambling Council, participation to

the Discovery 2006 conference, April 2006; • Domrémy Mauricie – Centre du Québec, journée des

partenaires: intégration des services et dépendance, May 2006;

• Association québécoise des parents et amis du malade mental, conferences on compulsive buying, May 2006, obsessive-compulsive troubles, September 2006;

• Conference «Prévenir et intervenir en toxicomanie : de multiples défis» of the Association des Intervenants en toxicomanie du Québec, October 2006;

• Suicide prevention Centre Le Faubourg, 8e journée conférences sur la promotion du mieux-être, November 2006, and conference «Être une femme et intervenir auprès des hommes», February 2007 ;

• Centre St-Pierre, conference «Grandir ou souffrir à force d’aider», December 2006 ;

• Alberta Gaming Research Institute, 6th annual conference on gambling research: addressing gambling-related harm through evidence-based practices, March 2007.

Publicity: • Advertising insert, Conference of l’Ordre des

Infirmières et Infirmiers du Québec, November 2006;

• Magazine L’Intervenant, 2006-2007, (4 issues); • L’Infirmière du Québec ; • La Gazette des Femmes; • L’Express et La Parole, Drummondville; • Le Journal de Québec, Winter of 2007; • Magazine Le Point, Montréal, Québec and Trois-

Rivières; • Journal Métro, winter 2007;

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• 24 heures, winter 2007; • Bulletin Le Point de Repère, Lévis ; • Bell Directories and Yellow Pages; • More than twenty Agendas of different groups

and weeklies. Promotional campaigns: • Alstom Télécité Inc., in the Montréal metro, fall

of 2006; • MétroMédiaPlus with advertising in buses of

four targeted regions (Lanaudière, Chaudière-Appalaches, Laurentides, Montérégie), fall of 2006; Métrovision in the Montréal metro stations, winter 2007;

• CBS Affichage with advertising on bus shelters and billboards in the largest cities of the Province, fall of 2006 and winter 2007.

During the spring of 2006 and the winter of 2007, the Fondation Mise sur toi and the ministère de la Santé et des Services sociaux, have launched major multimedia campaigns to promote awareness of excessive gambling and advertise our service. We thank them for this initiative.

Also, since January 2006, help is available online (in French only for now) on the website of Gambling: Help and Referral, at www.jeu-aidereference.qc.ca . Day after day since 1993, the Information and Referral Centre of Greater Montréal takes up the challenge : to manage a 24/7 service on compulsive gambling which responds to the needs of people having a problem with compulsive gambling as well as their relatives. The Centre insures that it functions within strict financial parameters. An updated data bank, as extensive and reliable as possible, keeps up with the development of public and private resources for people having problems with compulsive gambling. For six years now, free services are available for gamblers and their peers. Gambling: help and referral makes sure that they are well known throughout the Province. For fourteen years, we have pursued this objective: to offer a reliable and quality service of information, referral and support to the Québec population. We will continue to do all we can to justify the trust of the public and of our sponsors who have supported us since 1993.

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TWO PILOT PROJECTS ELECTRONIC REFERRAL The ministère de la Santé et des Services sociaux has given the Centre the mandate to set up two pilot projects concerning problem gambling. The first project consisted of producing a new version of the Web site of Gambling: Help and Referral, to improve interaction and offer help online. Since January 2006, people can ask for help and referral by email (for francophone only at the present time); two counsellors are available to answer these demands. The new web site was launched in the winter of 2007. On the new web site, general information and online help are available. Right at the beginning, the user has to choose between asking for help and asking for information. The web site was created by Fjord Marketing and is easy to navigate, user-friendly and designed for people unfamiliar with Internet. It takes into account that the target users come from different age groups, different social and geographic origins. Furthermore, it is available not only to gamblers, but also to their spouses and other members of their families, their peers and field workers. The project continued until March 31, 2007 and we received 212 requests during the last 12 months.

TELECOUNSELLING The second mandate entrusted to the Centre is concerning short term therapy over the phone. Gambling problems come to the forefront as gaming becomes more and more available. Helping gamblers is a challenge that the ministère de la Santé et des services sociaux has already undertaken through a network of rehabilitation centres throughout the Province; but these centres are often concentrated within urban areas. Progressively, as gambling practises diversify, the Ministère is exploring different avenues innovating in ways to make the offer of services more flexible, especially outside urban regions. In this light, the Ministère has mandated the Centre to explore telecounselling. A short term model has been proposed which set the content of seven telephone sessions. In order to be able to compare services, the Information and Referral Centre has decided to model its telecounselling interventions on the global model of Université Laval. But because of the particularity of short term interventions, and of our aim at therapy, that basic model was modified. The challenge given the Centre was to put in place conditions to elicit behaviour changes for the client, and to do so by means of the telephone. A clinical supervisor and qualified counsellors have offered telecounselling to as many as 84 gamblers. The clients came from different regions around the Province of Québec. The experimental phase ended in August 2006. The preliminary results indicate that the people who chose to participate in this program had serious difficulties with gambling and that the telecounselling offered to them was very much appreciated.

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CONCLUSION This annual report is a tribute to four generations of employees of the Centre who have showed professionalism and dedication in the rendering of services for 50 years. As well, it is the occasion to underline the precious and essential collaboration of our team of volunteers who allow the Centre to fulfill its mandate. The last two decades saw major changes at the Centre: integration of volunteers, revision of working methods, diversification of the Centre’s sources of revenue and development of complementary mandates; all this to insure the survival and development of this unique and essential organization in the Greater Montréal area. Important problems affect our population: functional illiteracy, school dropping out, labor markets in transformation, bigger socioeconomic inequalities, etc.). In today’s world, in which we are constantly assaulted with all sorts of information, the access to a free information and referral service becomes an important tool for promoting health and welfare for the population. The personnel of the Centre offer precise information and tips on ways to get the help needed by the callers. We also allow the people who call us the possibility to express their situation without being judged, and we empower them to take all the necessary steps recommended. Our heartfelt thanks go to the members of the Board of Directors and especially to Me Jean-Jacques Rainville, President of the Board of Directors and to Mr. Denis Couture, CGA, Treasurer. Our heartfelt thanks also go to the members of the Board of Directors of the Foundation of the Centre, and to its president, Mr. André Meloche, for the trust and enthusiasm that they show in helping us bring all our projects to completion. We wish to express our thanks to the other members of the Corporation and also to the members of the Advisory Committee for Drugs: help and referral, several of whom are giving us the benefit of their expertise since the inception of the service in 1992 and to the members of the new Advisory Committee for Gambling: help and referral.

Our warm thanks go to our financial backers and sponsors, who have given us the means to fulfill our mandate and also to our benefactors who, by their financial support, showed their appreciation and confidence. On looking back on the 51st year of service of the Centre, this report shows in a significant way that through its social role and its openness to society, the Centre is a privileged witness to the evolution of the needs of the population and to the development of resources put in place by the government or the community. This last year was, like all others, filled with challenges to maintain the quantity and the quality of our information and referral services, first by telephone, but more and more by fax and emails.

We hope that this report illustrates the constant progression of the Centre’s activities, the relevance of its activities throughout the Province of Québec, and also its deep roots in the Greater Montréal area, in accordance with its mission: HELPING THROUGH INFORMATION. Lorraine Bilocq Lebeau Executive Director INFORMATION AND REFERRAL CENTRE OF GREATER MONTRÉAL Montréal, June 26th, 2007

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INFO- REFERRAL - STATISTICAL REPORT 2006-2007

SOURCE OF ENQUIRIES Public in general: Men 8 118 Women 17 460 Associations 2 214 Colleges, Schools, Universities 1 125 Communications Media 747 Industry, Commerce 1 825 Labor and Unions 122 Parapublic services 1 979 CLSC 1 562 Private agencies 5 602 Professional persons 1 000 Public services 1 367 Religious organizations 157 TOTAL 43 278 TYPE OF CONTACT Letters, fax and e-mail 8 837 Office interviews 90 Telephone calls 34 351 TOTAL 43 278 TYPE OF ENQUIRIES Abortion 23 Adoption 32 Adult Delinquency 214 Alternative medicine 26 Budget problems and debts 227 Camping: Children 18 Day camps 18 Families 3 Handicapped persons 4 Community centres 691 Complaints: Discrimination 4 Employers 20 Government services 50 Hospitals 16 Noise 1 Professionals 19

Landlords, tenants 237 Sanitation 22 Others 22 Consumers problems 2 590 Continuing education 876 Literacy 91 Convalescence, chronic care 133 Counselling: Family problems 387 Matrimonial problems 189 Personal problems 725 Day centres for elderly people 60 Dental care 96 Directories and research 5636 Drug addiction: Alcoholism 424 Drugs 1 206 Tobacco 39 Emergency relief: Clothing 92 Prescription Drugs 31 Food 3 259 Heating 11 Furniture 333 Emergency services 150 Environment, pollution, recycling 314 Ethnic groups 249 Family planning 40 Family violence: Battered men 13 Battered women 155 Elderly 23 Incest 51 Foster families: Children 16 Elderly people 4 Other 3 Foundations and service clubs 683 Financial assistance: CSST 29 Family allowances 54 Government cards 298 Old age security 106 Régie des rentes 71 Social Security 367 Employment insurance 125 Others 291

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Government representatives 343 Home nursing services: Elderly 283 Handicapped persons 48 Housing: Handicapped persons 36 Others 921 Immigration 430 Information on Centraide Montréal 250 Information on our services 2 724 Intellectually Handicapped 100 Learning disabilities 101 Legal rights advocacy 895 Legal services 1 330 Medical care at home 40 Men’s groups 434 Mental health 858 Self Help Groups 1 204 Gambling 1 325 Migrants 35 Moving 183 Nursery schools, Day nurseries 138 Offer of services: Food 69 Goods 1 548 Money 53 Volunteerism 549 One-parent families 271 Physical health: Alzheimer 50 Cancer 206 Diabetes 37 Heart disease 47 Obesity 34 Other 1 299 Self-help groups 412 Professional Associations 1 824 Professional problems 1 572 Prosthetics and medical accessories 61 Protection service for minors 118 Rape and sexual violence 77 Recreation, leisure, culture: Elderly people 206 Handicapped persons 59 General 505 Religious organizations 185 Residences, Nursing homes: Elderly people 710 Handicapped persons 28 Schools 159

Sexual problems 125 Sexually transmitted infections 57 AIDS 102 Shelters: Homeless people 428 Men 298 Women 350 Women with children 65 Sitters, homemaker services 47 Sports 109 Suicide 101 Tourism 186 Transportation Elderly people 163 Handicapped persons 61 Others 96 Women’s groups 594 Youth problems 117 TOTAL 45 523 TYPE OF REFERRALS Directed to appropriate resource 37 478 Referral calls by our staff 218 Service rendered, no referrals 7 722 Service insufficient or unavailable 105 TOTAL 45 523 FOLLOW-UP Additional communications with clients or others 694 Communications with service needed 6 769 TOTAL 7 463 PUBLIC RELATIONS Information sessions 16 (attendance: 108 persons) Meetings and seminars 74 Radio, TV 10 TOTAL 100

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DRUGS : HELP AND REFERRAL STATISTICAL REPORT 2006-2007

SOURCE OF ENQUIRIES Associations 53 Colleges, Schools, Universities 241 Communications Media 15 Industries 75 Labor and Unions 12 Parapublic services 484 CLSC 308 Private agencies 619 Professional persons 253 Public in general: Men 13 589 Women 9 353 Parents 4 078 Peers 3 142 Spouses 1 437 Public services 267 Religious organizations 5 TOTAL 33 931 GEOGRAPHIC REGION Region 01, Bas-Saint-Laurent 426 Region 02, Saguenay-Lac-Saint-Jean 661 Region 03, Capitale Nationale 2 344 Region 04, Mauricie et Centre du Québec 1 331 Region 05, Estrie 835 Region 06, Montréal 15 731 Region 07, Outaouais 721 Region 08, Abitibi-Témiscamingue 319 Region 09, Côte-Nord 407 Region 10, Nord-du-Québec 75 Region 11, Gaspésie-Îles-de-la-Madeleine 175 Region 12, Chaudière-Appalaches 580 Region 13, Laval 1 394 Region 14, Lanaudière 1 683 Region 15, Laurentides 1 999 Region 16, Montérégie 5 120 Other regions 130 TOTAL 33 931

AGE CATEGORIES Children 4 Teens 747 Adults 32 862 Senior citizens 318 TOTAL 33 931 SUBSTANCES MENTIONED Alcohol 3 214 Cannabis 3 371 Cocaine 3 616 Cocaine-alcohol 1 002 Cocaine IV 311 Ecstasy 575 GHB-Rohypnol 293 Heroine 125 Heroine IV 186 Inhalents 40 Ketamine 93 LSD 34 Magic mushrooms 117 Mescaline, PCP 82 Multiple substance abuse 771 Prescription drugs: Antidepressants 255 Antipsychotics 155 Barbiturates 13 Benzodiazepines 342 Methadone 190 Narcotics analgesics (opiates) 374 Others 73 Speeds 2 018 Tobacco 101 Steroids 21 Other 74 TOTAL 17 446 TYPE OF ENQUIRIES Counselling: Alcohol abuse 23 Prescription drugs addiction 2

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Drug addiction 96 Detoxification a) medical detoxification: Alcohol abuse 261 Prescription drugs 65 Substance abuse 694 b) support for detoxification: Alcoholism 266 Prescription drugs 34 Drug addiction 2 364 Listening and support: Alcohol abuse 341 Prescription drugs 397 Substance abuse 1 640 Support groups: Alcoholism 724 Substance abuse 1 459 Parents 992 Prescription drugs 16 Spouses, peers 588 Tobacco addiction 40 General Information: Alcoholism 258 Codependency 69 Drugs: Help and Referral Line 3 280 Prescription drugs 269 Prevention 173 Substance abuse 4 889 Teenagers’ profile 228 User’s profile 670 Residential rehabilitation centres: Alcoholism: private 480 Alcoholism: parapublic 100 Prescription drugs: private 37 Prescription drugs: parapublic 7 Substance abuse: private 10 154 Substance abuse: parapublic 536 Out-patient treatment: Alcoholism: private 27 Alcoholism: parapublic 461 Prescription drugs: private 13 Prescription drugs: parapublic 39 Substance abuse: private 468 Substance abuse: parapublic 5 275 Social reintegration 273 Relapse: Alcoholism 27 Prescription drugs 6

Substance abuse 60 Syringe distribution and exchange 72 Methadone maintenance program 29 Related requests: Budget counselling 9 Gambling 130 Legal services 18 Shelters 831 Other requests 1 228 Suicide 158 Violence 160 Complaints against services 35 TOTAL 40 471 TYPE OF REFERRALS Directed to appropriate resource 27 910 Referral calls by our staff 11 Services required insufficient 59 Services required unavailable 16 Short term service 12 475 TOTAL 40 471 FOLLOW-UP CALLS With clients or others 16 For update 545 TOTAL 561 PUBLIC RELATIONS Radio, television 05 Information sessions 05 (attendance : 27 persons) Meetings and seminars 32 TOTAL 42

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GAMBLING: HELP AND REFERRAL STATISTICAL REPORT 2006-2007

SOURCE OF ENQUIRIES Associations 19 Colleges, Schools, Universities 113 Communications Media 62 Industry, Commerces 352 Labor & Unions 4 Parapublic services 138 CLSC 36 Private agencies 230 Professional persons 107 Public in general: Men 5 162 Women 3 166 Parents 377 Peers 1 062 Spouses 573 Public services 61 Religious organizations 5 TOTAL 11 467 GEOGRAPHIC REGION Region 01, Bas-Saint-Laurent 178 Region 02, Saguenay-Lac-Saint-Jean 212 Region 03, Capitale Nationale 996 Region 04, Mauricie et Centre du Québec384 Region 05, Estrie 225 Region 06, Montréal 5 825 Region 07, Outaouais 378 Region 08, Abitibi-Témiscamingue 123 Region 09, Côte-Nord 80 Region 10, Nord-du-Québec 13 Region 11, Gaspésie-Îles-de-la-Madeleine 66 Region 12, Chaudière-Appalaches 171 Region 13, Laval 381 Region 14, Lanaudière 397 Region 15, Laurentides 578 Region 16, Montérégie 1 337 Other regions 123 TOTAL 11 467

TYPE OF GAMBLING Arcades 1 Bingo 29 Card games 29 Casino: Slot machines 354 Black Jack, roulette, baccarat 54 Craps games 2 Cyberdependency 106 Horse races 4 Lottery 306 Pool betting on sports 41 Video-lotteries 3 262 Others 69 TOTAL 4 257 AGE CATEGORIES Adults 10 948 Children 6 Senior citizens 379 Teens 134 TOTAL 11 467 TYPE OF ENQUIRIES Counselling 81 Listening and support 1 523 Support group: Gamblers 1 738 Parents 170 Spouses and Peers 842 General Information: Codependency 59 Gamblers’ Profile 282 Gambling 192 Gambling: help and referral 4 365 Prevention 92 Self-Exclusion 31 Residential readaptation: Private services 363 Parapublic services 111 Out-patient treatment: Private services 810 Parapublic services 3 510 Telecounselling 179

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Relapse 17 Social reintegration 2 Related requests: Budget counselling 151 Drug addiction 170 Legal services 14 Other requests 2 656 Shelters 53 Suicide 201 Violence 105 Complaints against services 127 TOTAL 17 844 TYPE OF REFERRALS Directed to appropriate resource 10 182 Referral calls by our staff 23 Short term service 7 559 Services required insufficient 67 Services required unavailable 13 TOTAL 17 844

FOLLOW-UP CALLS Additional communication with clients or others 9 Communication with services 305 TOTAL 314 PUBLIC RELATIONS Information sessions 07 (attendance: 52 persons) Meetings and seminars 26 Radio, TV 17 TOTAL 50