SMART® Health Helpline for Problem Gambling

HIPAA-compliant SaaS for agencies operating problem gambling helplines and responsible gaming programs - confidential support, counseling and treatment referrals, and program analytics on the channels help seekers already use. Built on the same omnichannel stack trusted for statewide substance use helpline deployments.

  • HIPAA-aligned architecture for sensitive helpline and case data, with role-based access and audit-ready reporting
  • Secure call handling, case management, and referrals to counseling and treatment resources
  • Omnichannel intake - phone, chat, SMS, and web - for help seekers and specialist teams in one workspace
  • Self-exclusion coordination, follow-up workflows, and multi-agency handoffs configurable to your jurisdiction
  • Analytics and dashboards for program oversight, outcomes, funder reporting, and continuous improvement
  • Enterprise-grade security and scalability for statewide and multi-program government deployments
  • Low-code configuration so program and IT teams adapt workflows without lengthy custom development cycles
  • Optional integration with provider networks and directory-style referral patterns aligned to your operating model
Request a Demo Explore Features

For statewide substance use helpline and provider directory deployments, see SMART® Health Helpline for Substance Use Disorder.

Why choose this solution

Built for every dimension of problem gambling care

From anonymous self-screening to specialist-assisted referral, real-time provider search, and outcomes reporting - one platform handles the entire care journey.

Integrated PG + SUD platform

The only solution with native co-occurring disorder routing between problem gambling and substance use helplines - as deployed in Massachusetts.

Validated dual screener

Clinically validated PG + SUD screener delivering side-by-side risk results and actionable next steps in under 5 minutes, anonymously.

Real-time provider directory

Providers self-manage bed availability and service listings - citizens and agents always access current, accurate treatment information.

Multi-stakeholder portals

Purpose-built interfaces for citizens, SIS agents, providers, and administrators - eliminating siloed tools and fragmented workflows.

SAMHSA-ready reporting

Out-of-the-box reporting aligned to federal cooperative agreement requirements and emerging 988 behavioral health reporting standards.

Enterprise SaaS - deployed in weeks

From contract to go-live in weeks, not years. SMART® ICE's 500+ ready-to-deploy components deliver faster outcomes, lower risk, and a platform that evolves with your program.

Platform portals

One platform. Four portals. Every stakeholder served.

SMART® Health Helpline for Problem Gambling gives citizens, specialists, providers, and administrators a unified experience - with role-appropriate tools, shared data where policy allows, and one configurable core so your program stays consistent as channels and requirements evolve.

Citizen portal

Help is one step away - for anyone, at any time

A public-facing, mobile-responsive entry point that supports anonymous use when your policies allow - guiding people from awareness to self-screening, provider discovery, or live help without forcing account creation.

  • Individuals in crisis
  • Family members
  • Concerned friends
  • Self-referrals
Anonymous

No login or personal info required.

24/7

Live specialist access via all channels.

200+

Languages supported via Language Line.

Dual-condition screener

A validated, anonymous self-assessment tool that evaluates both problem gambling and co-occurring substance use risk in under 5 minutes. Results are surfaced side by side with personalized guidance and immediate next steps - no specialist required to get started.

Provider & service search

Citizens search for problem gambling treatment providers by location, service type, insurance, language, and population. Results show real-time availability and bed status, and citizens can initiate a referral directly from the search results page.

Multi-channel help access

Every page in the citizen portal surfaces persistent access to a live specialist via phone, live chat, or SMS text. Citizens can transition from the screener to a live conversation in a single click - with no re-entry of information required.

Family & loved ones support

A dedicated section for family members and significant others - covering how to recognize problem gambling, how to approach a loved one, and how to request support on their behalf. Warm handoff to a specialist is available at any point.

Education & awareness resources

Curated, plain-language content covering gambling risk factors, signs of gambling disorder, co-occurring SUD risk, treatment pathways, and recovery support resources. All content is state-configurable and kept current by administrators without code changes.

Accessibility & language

ADA-compliant design with keyboard navigation, screen reader support, and high-contrast mode. TTY/711 relay service integration. Full Spanish-language interface with Language Line access for 200+ additional languages on all live channels.

SIS AGENT PORTAL

Every channel. One desktop. Consistent, guided service - every time.

The SIS Agent Portal is the internal-facing desktop application used by Screening and Information Specialists to manage every inbound contact - regardless of channel - from a single, unified workspace. It eliminates the need to switch between tools, re-enter caller data, or navigate disconnected systems.

  • Helpline specialists
  • Supervisors
  • Quality analysts
1 Desktop

Phone, chat, SMS, and web - all channels unified

AI-Assisted

Guided scripts, knowledge base & chatbot assist

Zero

Duplicate data entry across any interaction

HOW A SPECIALIST HANDLES AN INBOUND CONTACT

Contact arrives.

Phone call, chat, SMS, or web form routes to agent desktop with caller context pre-loaded via CTI screen pop

Guided assessment.

AI-driven scripted workflow walks the agent through PG and SUD screening, risk triage, and level-of-care determination

Provider search.

Agent searches the live provider directory filtered by location, insurance, availability, and population - all within the same screen

Referral & transfer.

Agent generates a referral, delivers provider details by email or SMS, and executes a warm transfer if appropriate

Case documented.

Interaction is logged automatically - channel, duration, assessment results, referral, and follow-up scheduled - with no duplicate entry

Unified omni-channel console

All inbound contacts - phone, live chat, SMS, and web form submissions - are managed from a single agent desktop. Active channel, queue status, caller history, and open cases are all visible simultaneously without switching applications.

AI-guided clinical scripts

Dynamically configurable guided scripts walk agents through validated screening instruments, risk level assessment, and referral decision support. Scripts adapt based on caller responses - ensuring consistent, protocol-compliant service delivery on every contact.

Intelligent provider search

Real-time provider directory search within the agent desktop - filtered by zip code, service type, insurance, bed availability, language, and population. Agents find and communicate the right referral without leaving the active contact screen.

Case management & follow-up

Every contact is automatically logged with channel, timestamp, duration, screening results, referral details, and follow-up commitments. Agents schedule 72-hour follow-up callbacks, and supervisors receive automated alerts for missed high-risk follow-ups.

AI knowledge base & chatbot assist

An integrated AI-powered knowledge base surfaces relevant articles, clinical guidelines, and program resources in real time as agents interact with callers. An embedded chatbot handles common queries - reducing agent cognitive load and handle time.

Supervisor & quality tools

Live wallboard monitoring of queue depth, agent availability, and handle times. Supervisor barge-in and silent listen for real-time coaching. Call recording access, configurable QA scorecards, and coaching workflows all embedded within the same platform.

PROVIDER PORTAL

Keep your listing current. Reach more people who need you.

The Provider Portal is a secure, self-service web application used by problem gambling treatment providers - counseling centers, outpatient programs, residential facilities, and peer support organizations - to manage their presence in the statewide provider directory and track referrals received from the helpline.

  • Outpatient counselors
  • Residential programs
  • Peer support orgs
  • Treatment centers
Self-Service

No helpdesk calls to update listings

Real-Time

Availability updates push to directory instantly

Governed

All changes reviewed via admin approval workflow

Organization profile management

Providers maintain their full organization profile - name, address, service hours, contact information, accreditation status, and service area coverage. All profile fields are configurable by state administrators to match the directory taxonomy and data requirements specific to each program.

Real-time availability & waitlist

Providers update their current openings, bed availability, and estimated waitlist length in real time. A simple toggle controls "Currently accepting new clients" status. All availability data feeds directly into the SIS Agent referral search and the citizen-facing provider directory - ensuring accuracy at the moment of need.

Service listing management

Providers add, edit, and deactivate specific service listings - outpatient counseling, intensive outpatient, residential, group therapy, peer support, self-help groups - without contacting the helpline administrator. Each service listing includes insurance accepted, languages, populations served, and scheduling details.

Referral tracking & disposition

When a referral is sent to a provider by a SIS Agent, the provider receives a notification in their portal. A referral log displays the service type requested, date, and source. Providers update the referral status - pending, accepted, enrolled, not a fit - supporting program-level outcomes tracking and quality reporting.

SMART® Academy training hub

Providers access self-paced training modules covering problem gambling clinical standards, motivational interviewing, trauma-informed care, and platform usage. State agencies can embed M-TAC (Massachusetts Technical Assistance Center) and other approved training resources directly into the hub. CEU tracking is built in.

Secure messaging & compliance

A HIPAA-compliant internal messaging channel allows providers to communicate with the helpline administrative team about referrals, service updates, and program questions. All data exchanged through the portal is encrypted in transit and at rest, with full access logging for compliance audit purposes.

ADMIN PORTAL

Full visibility. Full control. No code required.

The Admin Portal is used by state agency administrators and helpline program managers to govern the platform, configure workflows, and monitor performance.

  • State program managers
  • Compliance officers
  • Data analysts
  • IT administrators
No-Code

Configure workflows & content without developers

Live KPIs

Real-time dashboard across all four portals

Full Audit

Every change logged, timestamped, and traceable

PROVIDER APPROVAL WORKFLOW - HOW CHANGES GO LIVE

Provider submits change

Providers submit profile updates or service-listing changes through the Provider Portal, creating a traceable change request for administrators to review.

Admin notified

Automated alerts notify designated reviewers so submissions are triaged quickly - without relying on informal email chains.

Review & decision

Administrators validate accuracy, licensing, and program rules, then approve the change or return it with structured feedback for the provider.

Published instantly

Approved updates go live in real time across the citizen directory and SIS Agent tools - eliminating duplicate entry and overnight batch lag.

Provider notified

The submitting provider receives an automated confirmation when changes go live, or a clear revision request when additional information is required.

No-code configuration

Point-and-click configuration of screener questions, agent scripts, routing rules, and portal content - so program teams can adapt quickly without custom development.

User & role management

Granular role-based access control (RBAC) for administrators, supervisors, agents, providers, and read-only stakeholders - aligned to least-privilege policies your security team expects.

Real-time KPI dashboards

Live dashboards for contact volume, speed to answer, abandonment rates, referral throughput, and quality metrics - giving leadership timely visibility for staffing and performance decisions.

SAMHSA & state reporting

Pre-built reporting templates aligned with SAMHSA cooperative agreement expectations, plus flexible ad hoc reporting so analysts can answer legislative, grant, and executive questions on demand.

Compliance & audit trail

Tamper-proof audit logs for every data access event and configuration change - with timestamps, user context, and export paths that support accreditation reviews and external audits.

Alerts & automated notifications

Configurable automated alerts through in-platform notifications, email, and SMS - for escalations, SLA breaches, provider approval queues, and incident patterns your team defines.

CITIZEN SCREENER

A smarter first step for every citizen

The SMART® Health Helpline for Problem Gambling includes a built-in, confidential self-screener that helps citizens understand their risk and take the right next step - without needing to speak with anyone first.

Citizen arrives at the portal

A citizen - or a concerned family member - visits the helpline website. They may be unsure whether they have a problem, or simply looking for information. The screener is prominently surfaced as a private, no-commitment starting point with no login or personal information required.

They answer a brief, validated questionnaire

The screener presents a short series of clinically validated yes/no questions - drawn from the Brief Biosocial Gambling Screen (BBGS) and co-occurring substance use instruments. The questions are written in plain, non-clinical language and take under 5 minutes to complete. The citizen selects their answers at their own pace, with no time pressure and no judgment.

Dual-condition results appear instantly

Upon submission, the platform immediately surfaces a personalized, side-by-side results page addressing both problem gambling and co-occurring substance use risk - because these conditions frequently occur together. Each result panel shows the citizen's risk level in plain language, explains what it means for them, and provides immediate, actionable guidance tailored to their responses.

PROBLEM GAMBLING RISK

Based on your responses, you are at risk of problem gambling.

Personalized guidance is shown here - including steps to reduce exposure, self-help resources, and direct links to available outpatient counseling and treatment services.

→ Available outpatient counseling services → Search for all services → Learn more about problem gambling

SUBSTANCE USE RISK

You may be at risk for a problem related to substance use.

If co-occurring SUD risk is detected, the citizen is guided to the integrated Substance Use Helpline - connecting both conditions through a single seamless experience.

→ Connect with the Substance Use Helpline

The citizen is guided to the right next step

Below the results, a persistent help bar offers the citizen three immediate paths to live support - phone, text, or online chat - each connecting directly to a trained SIS Specialist. There is no dead end: every screener outcome flows into a clear, human-supported next action.

Available 24/7

Call now

No wait

Start online chat

Text a keyword

Connect via SMS

SCREENER DESIGN PRINCIPLES

Fully anonymous

No login, no name, no contact information required at any point during the screener. Citizens can get results and access resources without identifying themselves.

Under 5 minutes

A short, plain-language questionnaire designed to reduce friction and encourage completion - even for citizens who are unsure, hesitant, or in early-stage awareness.

Clinically validated

Questions are drawn from validated instruments including the BBGS (Brief Biosocial Gambling Screen) and co-occurring SUD screeners, developed in partnership with clinical experts.

Dual-condition results

The only helpline screener in the nation that assesses both problem gambling and substance use disorder risk side by side - reflecting the high rate of co-occurrence between these conditions.

Actionable next steps

Every result - regardless of risk level - connects the citizen to resources, provider search, and live specialist contact. No citizen is left without a clear path forward.

State-configurable

Questions, scoring logic, result language, and linked resources are all configured by state administrators - no code required. Screener content can be updated in real time as programs evolve.

MULTI-CHANNEL ACCESS

Meet citizens where they are

Seamless, confidential support across every contact channel - all managed from one unified platform with full audit trails and HIPAA compliance.

Phone Channel - Enterprise-Grade Helpline Telephony

The phone channel is the backbone of the SMART® Health Helpline for Problem Gambling. Built on a fully integrated CTI/IVR/ACD architecture, it delivers consistent, high-quality specialist service to every caller - 24 hours a day, 365 days a year - with intelligent routing, real-time monitoring, and crisis safe escalation protocols built in.

Available 24/7 · 365 days
24/7

Live specialist availability, 365 days a year

<30s

Target average speed to answer

200+

Languages via Language Line integration

100%

Call recording with HIPAA compliant storage

IVR - Interactive Voice Response

Language selection (English, Spanish, +200 more), subnetwork routing (Veterans, Spanish), after-hours messaging, self-service options, state-branded greetings.

ACD - Automatic Call Distribution

Skill-based routing, priority queue for high-risk callers, estimated wait time announcements, callback options, overflow routing.

CTI - Computer Telephony Integration

Screen pop of caller history, automatic case creation, click-to-dial, real-time call controls, CRM sync.

Warm transfer & crisis escalation

Warm handoffs to provider offices, direct warm transfer to 988, 911 coordination with geolocation, supervisor barge-in/monitoring.

Call recording & quality management

100% recording, role-based access, call evaluation scorecards, supervisor coaching workflows, configurable retention policies.

Real-time monitoring & reporting

Live wallboard (active calls, queue depth), KPI dashboards, volume trending, after-call work (ACW) tracking, SAMHSA reporting templates.

INBOUND CALL FLOW

Caller dials

State helpline number

IVR greeting

Language & subnetwork selection

ACD routing

Skill-based queue assignment

CTI screen pop

Agent receives caller context

SIS assessment

Guided screening & referral

Warm transfer

Provider, peer support, or crisis

Follow up

72-hr outreach & case closure

Telephony-agnostic - works with your existing infrastructure

SMART® Health Helpline connects to your state's existing telephony environment - whether cloud-hosted, on-premise, or hybrid - so you can layer intelligent routing, recording, and reporting on the carrier and PBX investments you already operate.

  • Cloud-hosted CCaaS
  • On-premise PBX
  • Hybrid deployments
  • SIP trunking
  • CTI / REST API Integration
  • Toll-free number support

Additional contact channels

Live chat

Embedded real-time chat widget, queue management, HIPAA-compliant.

Chat Now →

SMS / Text

Keyword-initiated (e.g., GAMB), two-way text session, automated follow-up, TCPA-compliant.

Text keyword to connect

Web screener

Anonymous, dual-condition screener (problem gambling and co-occurring substance use), results in < 5 mins.

Screener - Instant results
Proof points

Key features for problem gambling programs

Real implementations. Real impact. SMART® Health Helpline powers leading state problem gambling and SUD helplines nationwide.

Customer Success Story

Vermont Helplink for Alcohol and Drug Support Center

Secure, scalable SUD and gambling treatment helpline with call center, live chat, and appointment scheduling for Vermont.

Read more
Vermont Helplink for Alcohol and Drug Support Center
Customer Success Story

Oregon Hopeline for Substance Use Disorder and Harm Reduction

Integrated call center, public website, and multi-channel support for SUD and problem gambling treatment across Oregon.

Read more
Oregon Hopeline for Substance Use Disorder and Harm Reduction
TECHNOLOGY FOUNDATION

Enterprise-grade. Rapidly deployable. Fully compliant.

Built on the award-winning SMART® ICE framework - the same platform trusted by state governments and health agencies across the nation.

Security & compliance

HIPAA · 42 CFR Part 2 · SOC 2

Interoperability

HL7 FHIR R4 · CDA · REST APIs

Telephony integration

CTI / IVR · Genesys · Twilio · NICE

Scalability

100–500% contact volume surge capacity

Pre-built components

500+ configuration & integration components

NebuLogic deployment guarantee

Your solution is deployed on time and on budget - or you pay $0. 100% delivery success across 200+ implementations.

Pay $0 if not delivered on time

Ready to transform problem gambling services in your state?

Whether you're launching a new helpline, upgrading an existing system, or integrating PG into your SUD infrastructure - NebuLogic is your proven partner.

Contact Us Today Schedule a Demo

Frequently Asked Questions

SMART® Health Helpline is software for agencies. It does not provide clinical advice or emergency services.

It is a confidential service often state-sponsored that connects callers with information, crisis support, and referrals to counseling or treatment. SMART® Health Helpline is the platform your agency uses to run that service, not the helpline voice on the phone.
Specialists work in a unified CRM with full case context, referral tracking, notes, and quality metrics. Supervisors use dashboards for workload, outcomes, and compliance reporting.
Yes. Many agencies operate related programs (for example, Vermont Helplink or Oregon Hopeline). The platform can be configured for multiple program types with appropriate workflows and reporting.
Yes. SMART® Health Helpline is built with HIPAA-aligned architecture and security controls for agencies that handle sensitive health and behavioral health information.
We deliver a one-stop ecosystem product licenses, implementation, hosting, and ongoing support so you are not stitching together multiple vendors for a mission-critical helpline.