MA-Helpline

Challenge:

To build a secure, scalable 24/7 helpline for individuals with Substance Use Disorder, providing real-time access to resources across multiple states, while ensuring seamless telephony integration, personalized support, and compliance with strict security regulations like HIPAA and SOC 2.

Solution:

A secure, scalable 24/7 helpline offering multi-channel access (phone, chat, web) to SUD services, with telephony integration, a public-facing database, and real-time provider updates.

Result:

The solution provided personalized, 24/7 support to over 800,000 users, improved agent efficiency through real-time data access, enabled timely follow-up for recovery, and ensured compliance with state and federal security regulations.

Project Background and Description:

SMART® Health Helpline solution -- a comprehensive service automation solution that enables states and/or localities to provide citizen services to address SUD. The NebuLogic SMART® Health Helpline is built on a pure COTS architecture that is scalable, efficient, and economical. This solution encompasses both an Agent Desktop and Citizen Portal, and incorporates external systems to provide a comprehensive service management process. The solution provides an intuitive user interface, advanced data analytics and data forecasting, extensive reports and dashboards.

Project Summary:

  • A comprehensive database of SUD service providers built on a flexible, secure, and reliable data system within the SMART® Helpline
  • Integrated desktop agent interface that allows the agents to assess the caller needs efficiently, search for appropriate services, and provide referrals verbally or by email.
  • A website with extensive SUD content and a public-facing version of the SUD service database that can be queried directly or through a comprehensive assessment tool that suggests services based on web visitor's input.
  • A Spanish-language version of the website
  • Computer Telephony Integration (CTI) and Intelligent Voice Response (IVR) telephone system that includes triage and queue management, sophisticated call tree and messaging to keep callers engaged and provide guidance when the contact center is closed, and tools to collect quantitative and qualitative caller feedback.
  • Online chat enabling web visitors to "chat" with an agent and receive information and referral online
  • An online scheduling and queue system for Helpline Clinicians to conduct follow up calls (for those who "opt in") to provide additional support on the path to recovery and to assess barriers to accessing treatment and recovery support
  • An online Provider portal accessible via the Helpline website where licensed and/ or funded SUD service providers can log in and update their program profile to ensure accurate referral
  • A residential waitlist management system for use by all funded residential programs that provides de-duplicated data on waitlist length, wait times and other key variables statewide

Project Highlights:

  • HIPAA Compliant Cloud Service
  • Security: NIST Certified, SOC 2 (System and Organization Controls 2 Type 2 Audit), Payment Card Industry Data Security Standard (PCI DSS)
  • End users/customers: Over 800,000
  • Agents: Over Twenty (20)
  • Over five hundred (500) agencies (hospitals, daycare centers, clinical and support options, DE health and social services and other medical facilities, etc.)
  • Over two hundred (200) programs (Boston public health commission, City of Cambridge-Opioid overdose prevention, Daybreak shelters, etc.)
  • Over one hundred and seventy-five (175) treatment options (Acupuncture services, Alcohol and drugs helpline and hotline information, Detox, recovery homes, etc.)

Work Performed:

  • Conducted discovery sessions to understand current business process
  • Conducted Master Requirements Workshop to gather the requirements
  • Developed mock-ups and prototypes during the pre- configuration phase
  • Developed and provided a comprehensive Business Requirements Document (BRD)
  • Incorporated client’s feedback and updated the BRD for sign-off
  • Worked with HRiA key personnel throughout the implementation phase
  • Configured the solution based on the requirements listed in the BRD
  • Created training, user and administrative guides
  • Support and Maintenance

Omni Channel for Customer Engagement:

  • Citizen Web Portal
  • Agent Portal
  • Telephone (CTI/IVR)
  • Email
  • Mobile
  • Walk-in