The Award-winning SMART® Health Helpline solution for the Commonwealth of Massachusetts

Business Need:

The Massachusetts Department of Public Health needed a comprehensive helpline solution that would help people struggling with addiction, as well as their families, friends, care providers, and other professionals to find information about substance use treatment and recovery support services available in Massachusetts.

NebuLogic was engaged by HRiA (Health Resources in Action), a non-profit organization providing drug addiction and alcohol abuse counseling, which runs the Service Center operations on behalf of the Commonwealth.

Solution Delivered:

NebuLogic successfully delivered the SMART® Health Helpline solution, the first such solution in the nation that provides the following key features and capabilities:

  • Online Citizen Portal that enables the Citizens to find treatment centers, treatment options and related services based on geographical locations
  • Search App implemented on the Agent/Counselor side to collect relevant information from the caller, return the list of treatment providers based on the search criteria and create follow-up task, if opted by the Citizen
  • Online Provider Portal for treatment providers to sign-up, manage and self-administer various aspects of their service provision (facility, program, waitlists, bed availability, appointments, etc.)
  • Advanced eligibility assessment based on dynamic data elements consisting of types of treatment services, treatment centers, bed availability, residential waitlist, insurance location and programs
  • Real-time access to the data
  • Advanced data analytics and data forecasting
  • Extensive reports and dashboards

Solution Highlights:

  • Transaction and service capacity: Over 1 million per year
  • End users/customers: Over 800,000
  • Agents: Over 20
  • Registered services:
    • Over 500 agencies (hospitals, daycare centers, and other medical facilities, etc.)
    • Over 200 programs (Boston public health commission, City of Cambridge-Opioid overdose prevention, Daybreak shelters, etc.)
    • Over 175 treatment options (Acupuncture services, Detox, recovery homes, etc.)
  • Interaction channels: CTI, IVR, portal, email, chat, smart devices, GIS and external data sources
  • The solution was nominated for the Policy Automation Excellence Award at the Modern CX Conference in Las Vegas, April 2017