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Customer Success Story

The Massachusetts Substance Use Helpline

24/7 helpline connecting thousands in Massachusetts with treatment and support

MassachusettsState
20+Integrations
200+Representatives
5M+Citizens

SMART® Health Helpline for Massachusetts

Challenge

Deliver a 24/7 substance use helpline that connects residents, families, and providers with treatment and support while ensuring data security and consistent service across multiple channels.

Solution

A configurable COTS 24/7 helpline solution with CTI/IVR, live chat, SMS, email, AI-infused knowledge base and chatbot, eligibility assessment, and a self-service portal for providers.

Result

Consistent, personalized service delivery by Screening and Information Specialists; thousands of citizens served monthly; data security and compliance with state and federal regulations; and AI-powered analytics and reporting.

Solution Summary

Key Features

  • Configurable COTS application and 24/7 helpline connecting thousands in Massachusetts—whether people seek help for themselves, loved ones, or clients.
  • 15+ roles and hierarchy.
  • Personalized service by Screening and Information Specialists via live chat, call, text SMS, and email.
  • Built-in Telephony (CTI/IVR) integration for routing to Helpline Specialists during crisis.
  • Consistent service through internal search on the Agent Portal and guided scripts.
  • Data security and compliance with state and federal regulations.
  • Advanced eligibility assessment (treatment types, centers, bed availability, waitlist, insurance, location, programs).
  • Users can find treatment centers and services by geographical location.
  • AI-infused knowledge base and chatbot for user requests and queries.
  • AI-powered reports and analytics.
  • User-friendly self-service web portal for health service providers to keep information up to date.

Users of the Helpline System

Helpline Specialists, Counsellors, Clinicians, Service Providers, and other agencies.

Multi-Channel for Customer Engagement

Citizen Web Portal, Telephone (CTI/IVR), Agent Portal, Email, Chat, SMS.

3rd Party Integrations

5+ integrations (real-time and batch mode). Key integrations: GIS (Google Maps), CTI (Genesys), SMS (Genesys), Chat (Genesys).

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