Free, confidential, and available 24/7
A statewide public resource for finding substance use treatment, harm reduction, and recovery services. Whether someone is ready for treatment, concerned about a loved one, or exploring options, SMART® Health Helpline connects people with relevant services and support.
01 / 05Overview
Platform overview
SMART® Health Helpline combines public treatment search, specialist-assisted intake, provider directory management, referrals, residential waitlists, appointments, and reporting in one coordinated platform.
Public treatment search, SIS agent workspace, and provider management.
Connected search, intake, referrals, and follow-up.
Supporting statewide programs in Massachusetts, Illinois, and Vermont.
Supports continuous helpline access, day and night.
Free, confidential access by phone, text, chat, and web; no insurance required to access the helpline.
Trained Screening & Information Specialists (SIS) who guide people toward treatment, harm reduction, and recovery resources.
Searchable directory of state-licensed and approved treatment programs.
SIS agent workspace for intake, provider search, referrals, and case management.
Provider self-service portal for program profiles and service information.
Residential waitlist and appointment management.
Administrative approval workflows for provider data quality.
Configurable architecture designed to support statewide and regional programs.
02 / 05Channels
Omnichannel access
Phone, web, live chat, and SMS connect to the same platform, helping specialists access relevant interaction and case information across channels.
03 / 05Capabilities
Platform modules
A public, anonymous treatment search experience that helps individuals and families identify programs relevant to their needs without requiring an account or insurance information.
Location-based search: Search by city or town and adjustable radius.
Treatment and substance filters: Narrow results by treatment modality and substance.
Map and list views: Compare locations and available programs.
Detailed provider profiles: Program name, address, phone, distance, treatment services, substances treated, payment options, age groups, gender, and special populations served.
Anonymous access: Search without an account or login.
Current directory information: View approved provider updates as they become available.
A structured intake and provider-search workspace for Screening & Information Specialists assisting people by phone, chat, or text.
Caller lookup and history: Retrieve prior incidents, treatment searches, and case notes using supported identifiers.
Structured intake: Capture language, age, referral source, primary concern, insurance, special population needs, and treatment barriers.
Clinical and service search: Filter by location, distance, treatment criteria, and insurance coverage where available.
Referral status tracking: Record provider referrals, flag priority programs, monitor intake availability, and report data-quality concerns.
Results sharing: Email selected provider information and relevant case references to the individual.
Warm transfer and follow-up: Record transfer activity, trigger configured follow-up protocols, and save interactions against a case reference.
A dedicated portal where treatment programs manage their profiles, service attributes, and authorized users, reducing reliance on centralized manual data entry. Providers can manage substances treated and services offered, payment options and state funding status, populations served, program descriptions and admission procedures, addresses, phone and fax information, and license numbers.
Agency and program hierarchy: Manage multiple programs, locations, funding sources, and service types under one agency.
Profile editing: Update eligible information, with clinically significant treatment changes routed for review.
User permissions: Assign administrative rights and permissions for managing attributes or waitlists.
Request tracking: Submit requests for new programs, program associations, waitlist access, and other portal changes.
Program preview: Review how a listing appears to the public and agents before submitting changes.
Email notifications: Receive confirmation when requests are submitted and reviewed.
Manage residential treatment waitlists and appointments from initial screening through admission or removal. Shared capacity and centralized scheduling support coordination across participating programs.
Screening and referral log: Record demographics, preferred language, priority population, interim services, and other required screening information.
Waitlist lifecycle: Track clients through screening, waiting, admission, and removal, with dated status history.
Shared waitlist capacity: Coordinate capacity across programs within an agency or with participating partner programs.
Appointment Board: View and manage provider or clinician appointments centrally.
Appointment tracking: Schedule, reschedule, or cancel appointments and track date, time, assigned provider, service, and status.
Filterable reports: Export reports to Excel with timestamps, report names, and applied filters.
Available reports
Administrative workflows help maintain the accuracy and reliability of the treatment provider directory.
Treatment change review: Route changes to treatment offerings for review before publication, including checks related to licensure and program eligibility.
Request reference tracking: Assign each provider request a unique reference number, timestamp, and status.
Automated notifications: Confirm request submission and review outcomes by email.
Data correction flags: Allow agents to flag inaccurate or outdated provider information during search or call workflows.
Request history: Maintain a history of submitted requests, search criteria, service types, statuses, and updates.
Priority provider designation: Allow administrators to highlight designated providers in agent search results according to program policy.
04 / 05Proven Results
Customer success stories
NebuLogic’s SMART® platform supports public access to substance use treatment, recovery, and harm reduction resources across multiple state programs.
A 24/7 helpline connecting people in Massachusetts with substance use treatment and harm reduction services.
Read the Massachusetts story
A 24/7 helpline supporting access to opioid and other substance use treatment and recovery services through integrated telephony and a substance use provider database.
Read the Illinois story
A helpline supporting alcohol and drug services with call center, live chat, waitlist management, and appointment scheduling. Vermont Helplink also includes gambling-related services.
See problem gambling support05 / 05FAQ
Questions, answered
SMART® Health Helpline is a platform for managing substance use treatment access, specialist-assisted intake, provider directories, referrals, residential waitlists, appointments, and follow-up.
Yes. The public treatment portal allows individuals and families to search provider information anonymously without logging in.
The platform supports phone, web-based treatment search, live chat, and SMS.
Yes. Specialists can search provider information using supported criteria such as location, treatment type, substances treated, insurance, and program eligibility.
Yes. The provider self-service portal allows authorized program staff to manage eligible profile information and submit changes for review when required.
Yes. It supports waitlist status tracking, shared capacity, appointment scheduling, and reporting for participating treatment programs.
Yes. Available integration options include CTI, IVR, SMS gateways, GIS and Google Maps, state EHR and HIE systems, Medicaid billing, and reporting exports, depending on implementation requirements.
SMART® Health Helpline is built for sensitive helpline programs, with role-based access, sensitive-data redaction, encryption, and HIPAA-aligned retention and archival policies. Specific compliance responsibilities are confirmed for each implementation.
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Give public health agencies and helpline specialists the tools to help people find relevant services, manage referrals, coordinate waitlists, and maintain visibility across the substance use treatment journey.
