There are always going to be exceptions to the rule of thumb about consistency regarding service provision. At times, certain participants will need to be treated differently than other participants. For example, people who are pregnant may be treated differently, elderly people may be treated differently, people who are providing satellite exchange services to large community groups may also be an exception or have special privileges.

As with a lot of things regarding preventing misunderstandings and escalated situations in harm reduction service sites, the most important thing with exceptions is transparency and communication. For example, people can understand why whole categories of folks (e.g. people with HIV, elderly people, youth, people who just got out of jail, etc.) may receive special assistance or care, but will resent it if they feel it is unfair or favoritism.

Leaders say as long as you can be explicit with people about why exceptions are being made and what they mean, people are generally rational and can accept them. As for the few who cannot, long-term harm reduction leaders advise that they probably would have erupted about something else anyway.

Finally, when and if people on your team do transgress boundaries or play favorites, DO NOT brush it off as “no big deal”. Harm reduction leaders warned that the conflicts most likely to result in violence are those around supply and services. As such, take these incidents—even if nothing occurs as an immediate consequence—very seriously when training and talking to staff.