Challenge:
The challenge was to create an integrated system that efficiently connects individuals with substance use disorder resources while ensuring data security and regulatory compliance across multiple engagement channels.
Solution:
A robust system designed to facilitate access to substance use disorder and health gambling treatment services through an integrated call center, online resources, and seamless communication channels.
Result:
Enhanced accessibility and navigation for individuals seeking support, improved referral efficiency, and compliance with regulatory standards, leading to better outcomes in substance use treatment and recovery.
This project aims to improve access to resources for individuals facing substance use disorders (SUD) and health gambling issues. Utilizing the SMART® ICE framework, it establishes a centralized system that includes a call center and public website, enhancing communication and support. The initiative focuses on simplifying navigation to treatment options while ensuring secure and compliant interactions for users and their families.
The project developed a comprehensive solution to enhance public access to substance use disorder treatment and recovery resources. Utilizing the SMART® ICE framework, it integrated a call center, a centralized waitlist, and a self-administered provider information portal, complemented by a user-friendly public website. The call center serves as a critical touchpoint, facilitating interactions with individuals seeking assistance, their families, and healthcare providers. Through the project, callers can receive tailored referrals based on their insurance status, while website visitors have access to live chat support for real-time guidance. The system ensures that all data exchanges comply with state and federal regulations, prioritizing user security. With multiple engagement channels—including telephone, chat, and SMS—the project fosters a seamless experience for users, enabling them to navigate the complexities of SUD treatment effectively. Ultimately, this initiative aims to improve overall access to care, streamline referral processes, and promote better recovery outcomes for individuals in need.