Expert Health Support: Delivering NSW Health's Information Lines

For three years, Allen + Clarke successfully connected NSW Health policy with key stakeholders through two information services: the Healthy Food Information Service (HFIS) and the Tobacco Information Line (TIL).

The NSW Ministry of Health relies on these services to help stakeholders understand and meet regulatory obligations. HFIS supports NSW schools and medical centres in implementing the Healthy School Canteen Strategy, while TIL guides tobacco retailers and community members through tobacco legislation requirements.

The tobacco regulatory landscape has changed significantly in recent years, at both the federal and state level, particularly regarding e-cigarette use and availability. These changes required our team to quickly adapt and clearly explain new requirements to retailers and the public.

Our services formed the connection between government policy makers and affected communities. Through these phone lines, we translated complex regulations into practical guidance that helped stakeholders comply with relevant health legislation.

What made our approach effective is the expertise of our service delivery team. Unlike typical call centres, our phone lines were staffed by specialists who understand both the technical details and practical applications of the regulations. 

Our expertise ensured that callers receive practical guidance from professionals who can address specific questions and provide more tailored support. When someone called, our team helped them navigate the regulations with confidence. 

Throughout our partnership with NSW Health, we refined our processes for efficiency and quality. Our data collection processes provided NSW Health with insights into caller patterns and emerging issues in both healthy food and tobacco regulation. This information created a feedback loop that enabled NSW to strengthen their regulatory framework.