A statewide, public resource for finding substance use harm reduction, treatment, and recovery services - free, confidential, and available 24/7. Whether someone is ready for treatment, worried about a loved one, or simply exploring their options, SMART® Health Helpline connects them to the right care at the right time.
Free, confidential, 24/7 access via phone, text, chat, and web - no insurance required
Trained Screening & Information Specialists guide callers to harm reduction, treatment, and recovery services
Searchable provider directory covering hundreds of state-licensed and approved programs
SIS agent intake portal with clinical search and case management
Provider self-service portal for program and attribute management
Residential waitlist management with shared capacity and reporting
Agent approval workflows ensuring directory accuracy and data quality
HIPAA-compliant, cloud-based, and configurable for any state or jurisdiction
Every access point - phone, web portal, chat, or text - connects to the same unified platform, giving specialists full context regardless of how a citizen reaches out.
Phone channel
Enterprise Cloud Contact Center
The primary inbound channel for citizens calling the helpline. An enterprise-grade cloud contact center powers every aspect of the call - from first ring through clinical intake, referral, warm transfer, and follow-up scheduling - all inside a single agent workspace.
Primary users
SIS AgentsSupervisorsQuality ManagersCitizens
Telephony integration
Cloud Contact Center
CTI · IVR · ACD · WFM · QM
IVR & routing
Drag-and-drop IVR flow builder
Skills-based & intelligent ACD routing
Language & service-line selection menus
Business hours, holidays & emergency routing
Automatic callback when queues are busy
Voicebot self-service for common inquiries
Agent workspace & CTI
Screen pop with caller identity & prior case history
Embedded clinical intake form within call view
Real-time provider search during live call
Warm transfer to provider or crisis counselor
Guided scripting & referral decision support
Auto case reference & follow-up scheduling
Call recording & compliance
Policy-based recording of 100% of interactions
Consent-based recording with secure pause
Sensitive data redaction & encryption
Screen recording alongside voice capture
HIPAA-aligned retention & archival policies
Bulk export & audit event generation
Supervisor tools
Silent monitoring - listen without agent awareness
Live coaching - whisper guidance to agent only
Barge-in - join live call to assist directly
Real-time queue & agent activity dashboard
Scheduled coaching sessions & eLearning
Agent performance scorecards & leaderboards
Quality management
Structured evaluation forms per interaction
AI-assisted scoring with human approval
Voice transcription - speech to searchable text
Sentiment analysis on 100% of interactions
Calibration sessions for consistent scoring
Post-call survey delivery to citizens
Workforce & analytics
WFM scheduling, forecasting & adherence
Real-time & historical call volume dashboards
AHT, ASA, abandon rate & SLA tracking
Predictive routing based on caller journey data
Speech & text analytics across all calls
Open API & CRM integration (SIP / REST)
Citizen web portal
A public self-service website where individuals and families search the provider directory directly - no phone call required, no personal information collected, no barriers to access.
CitizensFamiliesSocial workers
Anonymous treatment search - no login required
Location, treatment type & substance filters
Map + list dual view with provider detail pages
Insurance, gender, age & special population details
Real-time directory - always reflects current data
Mobile-responsive, accessible design
Citizen-facing portal
Live chat
Citizens initiate a real-time text chat with a Screening & Information Specialist through the web portal - giving those who prefer digital communication a discreet, immediate path to support.
CitizensSIS Agents
Web-based chat widget on the citizen portal
Agent receives chat in unified specialist workspace
Clinical intake completed conversationally
Provider results shared in-chat with links
Full chat transcript saved to case record
Integrated with enterprise contact center platform
Web chat channel
SMS / text
Citizens send an SMS to the helpline number and receive guided support from a Screening & Information Specialist - or automated responses - without needing internet access or a smartphone app.
CitizensSIS Agents
Inbound SMS routed to agent workspace
Two-way text conversation with SIS specialist
Provider results delivered via text link
Follow-up messages sent automatically by case
SMS transcript attached to case record
Integrated with enterprise SMS gateway
SMS text channel
One unified workspace
All channels. One case record. Zero duplication.
Every interaction - calls, chats, texts, and web searches - is captured in the same platform, giving specialists full context for every citizen and consistent support across every touchpoint.
Phone - SIS agent live intake & referral
Web portal - anonymous self-service search
Chat - real-time agent-assisted conversation
SMS text - mobile-first outreach & follow-up
Product depth
Platform modules
Five integrated modules - expand each to see workflows, users, and outcomes.
Each module works with the others in one statewide deployment.
A public, anonymous search experience that empowers individuals and families to find substance use disorder treatment programs matched to their specific situation - with no login, no insurance requirement, and no barriers.
Citizens & families
Community navigators
Social workers
Location-based search
Search by city or town with adjustable radius. Instantly surfaces programs within the citizen's community or willing travel distance.
Treatment type & substance filters
Filter results by treatment modality and the specific substance being addressed - so results are always relevant, never overwhelming.
Map + list dual view
Side-by-side map and list results let citizens visually locate programs relative to home, work, or transportation options.
Detailed provider cards
Each result shows program name, address, phone, distance, treatment types, substances, payment options, genders served, ages served, and special populations.
Anonymous, zero-barrier access
No account, login, or personal information required to search - removing friction at the most critical moment of help-seeking.
Always up-to-date directory
Provider information is updated in real time as programs submit and agents approve changes - citizens always see current, accurate data.
A structured, clinically informed intake and search interface for Screening & Information Specialists who assist citizens by phone, chat, or text. Agents collect caller information, run a targeted clinical search, manage referrals, and trigger follow-up workflows - all from a single unified workspace.
Screening & Information Specialists
Helpline agents
Crisis counselors
1Caller identification & history lookup
2Clinical intake & needs assessment
3Matched provider search with filters
4Referral selection & results emailed
5Warm transfer & follow-up scheduled
Caller lookup & history
Identify returning callers by name, date of birth, or unique ID - with full prior incident history, past treatments searched, and case notes surfaced instantly.
Location and radius search with clinical filters. Toggle between specific and extended results. Results automatically split into covered and not-covered by the caller's insurance.
Referral status tracking
Mark referral status per provider, flag priority programs, track intake hour availability, and report data quality issues without leaving the search results view.
Results emailed to citizen
Send matched results directly to the citizen in their preferred language - with their name, case reference, and selected providers included in the email.
Warm transfer & follow-up workflow
Record whether a warm transfer was offered, trigger scripted follow-up protocols, and save the full interaction with an auto-generated case reference number.
A dedicated portal where treatment service programs manage their own profiles, attributes, and users - keeping the statewide directory accurate in real time without relying on centralized manual data entry. Changes are reflected immediately to citizens and agents.
Special populationsPhysical addressMailing addressPhone & faxLicense numberProgram descriptionAdmission proceduresState funding status
Agency & program hierarchy
Structured umbrella agency → individual programs model. One agency can manage multiple programs across different locations, funding sources, and service types.
Real-time profile editing
Most profile updates - address, phone, payment types, ages, genders - go live immediately. Treatment changes route through an agent approval workflow for quality control.
User & permission management
Administrators add or remove users and assign granular permissions: Administrator Rights, Manages Attributes, and Manages Waitlist - independently per program.
Structured request workflow
Submit typed requests for new programs, existing program association, portal issues, waitlist creation, waitlist sharing, and waitlist access - all tracked by reference number and status.
Program preview
Providers preview exactly how their program appears to citizens and agents before submitting any changes - eliminating unintended edits to live directory data.
Automated email notifications
Providers receive email confirmation when requests are submitted and when they are reviewed - creating a transparent, auditable communication trail at every step.
A complete waitlist lifecycle system that tracks clients from first contact through admission or removal. Supports shared waitlist capacity across programs - enabling network-wide coordination for residential treatment beds.
Residential treatment programs
Case managers
Intake coordinators
Screening & referral log
Track every client through screening with full demographics - name, SSN (last 4), DOB, gender, race, ethnicity, preferred language, priority population, interim services, and mental health notes.
Waitlist lifecycle tracking
Move clients from screening to waitlist, admit, or remove with date-stamped tracking at every stage. Separate views for People on Waitlist, Admitted, and Removed (last 30 days).
Shared waitlist capacity
Share waitlists across programs within an agency or with partner programs - enabling coordinated capacity management across the treatment network without duplicate data entry.
Filterable reports
Eight report types with filter options by gender, priority population, date range, and more. All reports export to Excel with timestamp, filter criteria, and report name included.
Available report types
Report 01Average wait time by waitlist
Report 02Average wait time by region / state
Report 03Admitted report
Report 04Removed report
Report 05Waiting report
Report 06Interim services report
Report 07Screening log
Report 08Custom filtered Excel export
Helpline administrators review and approve provider-submitted changes before they go live – maintaining directory integrity and ensuring that every program appearing in citizen and agent search results is verified and current.
Helpline administrators
Data quality officers
Compliance managers
Treatment change review queue
Changes to Treatments Offered – the most clinically significant attribute – require agent review before going live, confirming licensure and program eligibility.
Request reference tracking
Every provider request is assigned a unique reference number, timestamped, and tracked by status (Unresolved / Resolved) — visible to both provider and administrator.
Automated notification loop
Providers automatically receive email confirmation when requests are submitted and when administrators process them — no manual communication required.
Inline data correction flags
Agents can flag inaccurate or outdated provider records directly from search results — surfacing data quality issues without leaving the active call or search workflow.
Saved searches & audit history
Providers can view all submitted requests and saved search criteria by reference number, service type, status, and last update date — creating a transparent change history.
Priority provider designation
Administrators designate priority providers that appear prominently in agent search results — enabling policy-driven routing to preferred programs without overriding search logic.
Platform integrations
Built to connect with your ecosystem
The platform integrates with key infrastructure components commonly deployed in statewide behavioral health and helpline environments.
GIS / Google Maps
CTI / Cloud Telephony
SMS Gateway
IVR Systems
HIPAA-compliant cloud
State EHR / HIE
Medicaid billing
Excel reporting export
Success Stories
SMART® Health Helpline connecting people in need with harm reduction, treatment, and recovery services
SMART® Health Helpline is software for agencies operating helplines; it does not provide direct medical advice or emergency services.
It is a configurable COTS software platform that enables state agencies and behavioral health organizations to operate a fully integrated substance use disorder helpline and provider directory - covering citizen-facing search, agent intake, provider management, residential waitlists, and administrative oversight in one system.
Yes. The platform is built on HIPAA-compliant cloud architecture with encrypted data transmission and storage, access controls, audit trails, and disaster recovery capabilities - meeting federal and state data security requirements for behavioral health programs.
Yes. The platform is fully configurable for any state or jurisdiction. Treatment categories, substances, special populations, funding designations, geographic boundaries, referral workflows, and reporting requirements can all be tailored to state-specific policies and program structures.
Most program details - address, phone, payment types, ages, genders - update in real time when providers save changes. Changes to Treatments Offered are routed through an agent approval workflow to confirm licensure before going live. All changes are tracked by request reference number with email notifications at each step.
The platform supports omnichannel citizen engagement including phone (with CTI/IVR integration), live chat, SMS, email, and the self-service web portal - all connecting to a unified agent workspace so specialists have full context regardless of the channel used.
Yes. The residential waitlist module supports the full client lifecycle from screening log through admission or removal, with shared waitlist capacity across programs, screening demographic capture, interim service tracking, and eight built-in report types exportable to Excel.
Ready to connect your state with care?
Schedule a demo to see how the SMART® Health Helpline for Substance Use Disorder can be configured for your state's helpline, provider network, and program requirements.
