Customer Success Story

Illinois Helpline for Opioids and Other Substances

Secure, scalable 24/7 helpline with advanced telephony and SUD database for Illinois

SMARTÂ® Health Helpline for Illinois

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.

Key success factors: A scalable, secure, and HIPAA-compliant 24/7 helpline solution with advanced telephony, AI-powered services, and a comprehensive SUD database, ensuring personalized support and seamless service delivery.

Project Background and Description

SMARTÂ® Health Helpline solutionâ€”a comprehensive service automation solution that enables states and/or localities to provide citizen services to address SUD. The NebuLogic SMARTÂ® 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, and extensive reports and dashboards.

Project Summary

A comprehensive database of SUD service providers built on a flexible, secure, and reliable data system within the SMARTÂ® Helpline.
Integrated desktop agent interface for efficient assessment, search for services, and referrals by phone or email.
A website with extensive SUD content and a public-facing SUD service database with assessment tool for service suggestions.
Spanish-language version of the website.
Computer Telephony Integration (CTI) and IVR with triage, queue management, call tree, messaging when closed, and caller feedback tools.
Online chat for real-time information and referral.
Online scheduling and queue system for Helpline Clinicians to conduct follow-up calls (opt-in) for recovery support.
Online Provider portal for licensed/funded SUD providers to update program profiles.
Residential waitlist management system for funded residential programs with de-duplicated data on waitlist length and wait times.

Project Highlights

HIPAA Compliant Cloud Service
Security: NIST Certified, SOC 2 Type 2, PCI DSS
End users/customers: Over 800,000
Agents: Over 20
Over 500 agencies (hospitals, daycare centers, clinical and support options, health and social services, medical facilities, etc.)
Over 200 programs
Over 175 treatment options