Diabetes Information and Advice Line (DIAL)

Provision of the DIAL/helpline services (and other modes of contact), which: are available on weekdays, throughout the year (except Public Holidays); are staffed by appropriately qualified/trained personnel, including Credentialled Diabetes Educators (CDEs);include delivery of evidence-based information, advice, support, problem solving and (where appropriate) referral to relevant programs, services and supporting information that: is person-centred;enables client-led problem solving; decreases clients’ levels of diabetes distress; andmay be provided via one of multiple channels of access (for example web based or an online moderated forum). Provision of up-to-date supporting information based on latest evidence that is available on the Respondent’s website and/or through links to other credible online sources of information (for example the NDSS).Promotion of the DIAL/helpline services, which include, but are not limited to: stakeholder engagement to facilitate promotion of the services;consumer engagement to tailor DIAL/helpline services and maximise the reach and accessibility for service users; andcollection and analysis of service use information, including engagement and impact to inform continuous improvement and development of services. Further and/or alternative modes of service delivery and/or service mix are to be shaped by evidenced community need and agreed with the State Party prior to implementation.