COURSE OVERVIEW:
Welcome to the Work with Intoxicated Clients in Community Services course. This training will provide you with the skills, legal awareness, and communication techniques needed to support individuals affected by alcohol and other drugs (AOD) within a community services context.
Whether working in residential facilities, outreach programs, drop-in centres, or support services, staff often encounter clients who are under the influence of substances. These situations present unique risks, responsibilities, and ethical considerations that require calm judgement, respectful engagement, and a safety-first approach. This course is designed to equip community workers, case managers, support staff, and volunteers with the tools to respond effectively, uphold client dignity, and maintain workplace safety.
This course begins by outlining the challenges of supporting intoxicated individuals, including potential risks to self and others, impaired communication, and unpredictable behaviours. Participants will explore their legal duty of care, professional obligations under WHS legislation, and the importance of preparing for these scenarios within organisational frameworks.
Understanding intoxication is essential for accurate assessment and response. This section explores the signs and symptoms of alcohol, depressant, stimulant, and poly-drug use. Participants will examine how different substances affect client behaviour, judgement, and emotional regulation, and learn to distinguish between short-term impairment and chronic impact on functioning.
Preserving dignity and respecting human rights is fundamental when working with people affected by substances. This section focuses on how to counter stigma, adopt a strengths-based and person-centred approach, and uphold non-judgemental practice while managing risk and maintaining clear professional boundaries.
Legal and organisational frameworks provide the foundation for safe practice. This section covers relevant laws including WHS, mental health legislation, privacy regulations, and the Charter of Human Rights. Participants will review policies related to managing intoxicated clients, including protocols for community settings and outreach situations.
Risk assessment is a critical early step. This section explains how to assess the level of intoxication and determine if the client poses a risk to themselves or others. Participants will learn how to recognise signs of overdose, psychosis, or emotional crisis, and determine when immediate medical intervention is required.
Managing difficult behaviour requires skill and composure. This section introduces de-escalation techniques, early warning signs of aggression, and safe positioning strategies. Participants will build confidence in remaining calm, using body language strategically, and preventing confrontation in volatile situations.
Non-judgemental communication improves rapport and safety. This section explores how to use respectful language, avoid assumptions, and maintain a supportive tone even when clients are confused, distressed, or hostile. Active listening and reflective responses are emphasised to build trust and reduce resistance.
Conflict resolution is key to reducing tension. This section provides strategies for calming agitated clients, redirecting their attention, and maintaining control of the situation without escalating. Participants will learn how to resolve conflict by setting respectful boundaries and focusing on collaborative outcomes.
Negotiation is often required when supporting intoxicated clients. This section teaches how to offer safe options, explain consequences, and use firm but respectful language when clients are non-compliant or disoriented. Strategies for promoting choice and accountability are explored.
Worker safety must always be prioritised. This section outlines how to protect yourself physically, maintain awareness of exits, and know when to disengage or seek assistance. Safety codes, duress alarms, and emergency procedures in team environments are covered to ensure all workers can act decisively.
Medical emergencies can arise unexpectedly. This section focuses on recognising alcohol poisoning, overdose, and mental health deterioration, initiating appropriate first aid, and calling emergency services. Participants will learn how to support clients calmly without worsening their distress until help arrives.
Collaboration enhances client outcomes and worker safety. This section covers how to liaise with detox units, emergency services, mental health crisis teams, and other stakeholders. Participants will learn to coordinate support while respecting confidentiality and facilitating continuity of care.
Maintaining professional boundaries is essential. This section defines appropriate staff-client relationships and provides guidance on recognising emotional manipulation, dependency, or boundary testing. Supervision, peer support, and clear expectations help staff maintain their professional role.
Cultural awareness and trauma-informed practice support client engagement. This section teaches how cultural background, trauma history, and lived experience affect client responses and decision-making. Participants will learn to adapt communication and reduce the risk of retraumatisation while maintaining cultural sensitivity.
Accurate documentation supports accountability and service improvement. This section covers how to record behaviours, interventions, and outcomes factually, write clear incident reports without judgement, and use documentation to support team learning and future risk management.
Reflective practice enhances emotional resilience. This final section explores how to debrief after incidents, regulate emotional responses, and reflect on what went well and what could be improved. Accessing supervision, peer support, or EAP services promotes long-term wellbeing for workers in high-pressure environments.
By the end of this course, you will be equipped with the confidence, strategies, and legal understanding required to support intoxicated clients safely and respectfully—ensuring that duty of care, professional integrity, and client dignity are upheld in all community services settings.
Each section is complemented with examples to illustrate the concepts and techniques discussed.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand the following topics:
1. Introduction to Working with Intoxicated Clients
- Risks, challenges, and responsibilities when supporting intoxicated individuals
- Overview of relevant legislation and duty of care obligations
2. Understanding Intoxication and Its Effects
- Definition and signs of intoxication (alcohol, stimulants, depressants, poly-drug use)
- Physical, cognitive, and behavioural impacts on clients
- Short-term vs long-term effects on decision-making and functioning
3. Rights, Dignity, and Non-Judgemental Practice
- Understanding stigma and discrimination in AOD (alcohol and other drugs) contexts
- Applying a person-centred and strengths-based approach
- Balancing safety with respect and client autonomy
4. Legal and Organisational Frameworks
- Relevant WHS laws, mental health legislation, and privacy rules
- Mandatory reporting and client rights under the Charter of Human Rights
- Policies on managing intoxication in community settings (residential, outreach, or support services)
5. Identifying and Assessing Risk of Harm
- Assessing the level of intoxication and risk to self or others
- Identifying when medical attention is required
- Recognising signs of overdose, psychosis, or emotional crisis
6. Managing Difficult and Aggressive Behaviour
- De-escalation techniques in high-stress situations
- Recognising early signs of agitation and preventing escalation
- Using body language, tone, and positioning for safety
7. Practising Non-Judgemental Communication
- Language that promotes respect, engagement, and safety
- Avoiding assumptions, labels, or moralising tones
- Active listening and reflective responses to build rapport
8. Conflict Resolution Strategies
- Techniques to defuse tension and maintain calm
- Encouraging cooperation without confrontation
- Redirecting focus and offering alternative perspectives
9. Negotiation with Intoxicated Clients
- Setting clear, respectful boundaries
- Offering choices and explaining consequences
- Negotiating safe options when clients are resistant or disoriented
10. Self-Protection and Personal Safety Techniques
- Maintaining physical distance and exit awareness
- Knowing when to withdraw, call for assistance, or activate emergency plans
- Using safety codes and duress procedures in team-based environments
11. Responding to Health Crises and Medical Emergencies
- Recognising alcohol poisoning, overdose, or mental health deterioration
- Initiating first aid, calling emergency services, and providing vital information
- Supporting the client until help arrives without increasing distress
12. Working Collaboratively with Other Services
- Liaising with emergency services, detox units, mental health crisis teams
- Coordinating responses to ensure continuity of care
- Sharing relevant information while maintaining confidentiality
13. Establishing and Maintaining Professional Boundaries
- Defining appropriate staff-client relationships
- Recognising emotional manipulation or boundary testing
- Using supervision and peer support to maintain objectivity
14. Cultural Awareness and Trauma-Informed Practice
- Understanding how culture, trauma, and past experiences shape client responses
- Adapting communication to respect cultural or community norms
- Minimising retraumatisation and promoting a sense of safety
15. Documentation and Incident Reporting
- Recording behaviour, interventions, and outcomes accurately
- Completing incident reports that reflect facts without judgment
- Using records to support risk review and team debriefing
16. Reflective Practice and Emotional Regulation
- Dealing with stress, frustration, or emotional reactions after incidents
- Reflecting on what went well and areas for improvement
- Accessing supervision, EAP, or peer debriefing to support wellbeing
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
COURSE REQUIREMENTS:
You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.
COURSE DELIVERY:
Purchase and download course content.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.