Challenge:
Provide a secure, scalable system for seamless access to SUD and gambling treatment services across multiple channels.
Solution:
A SMART® ICE framework-based helpline with call center, live-chat, waitlist, appointment scheduling, and secure data management.
Result:
Improved accessibility and efficiency for citizens and providers, delivering timely treatment referrals while ensuring regulatory compliance.
A SMART® ICE framework-based solution was developed to provide a comprehensive public helpline for individuals seeking information and referrals for Substance Use Disorder and gambling treatment services, featuring a call center, live-chat, waitlist, and appointment scheduling.
A comprehensive public service solution built on the SMART® ICE framework and COTS applications, providing support for individuals seeking information and referrals for Substance Use Disorder (SUD) and gambling treatment services. The system includes a call center, centralized waitlist, self-administered provider portal, public-facing website, data reporting, and ongoing maintenance. It offers a secure live-chat feature, facilitates referrals based on insurance status, and helps schedule treatment appointments through an Appointment Board. The solution ensures compliance with state and federal regulations, while assisting citizens, medical providers, and behavioral health providers in navigating the SUD treatment and recovery system.