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.
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.