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

SMARTÂ® ICE Framework Helpline for Vermont

Challenge

Provide a secure, scalable system for seamless access to SUD and gambling treatment services across multiple channels.

Solution

A SMARTÂ® ICE framework-based helpline with call center, live-chat, waitlist, appointment scheduling, and secure data management.

Result

Improved accessibility and efficiency for citizens and providers, delivering timely treatment referrals while ensuring regulatory compliance.

Key success factors: A secure, scalable solution with integrated call center, live-chat, centralized waitlist, and appointment scheduling, providing personalized SUD and gambling treatment services while ensuring compliance with state and federal regulations.

Project Background and Description

A SMARTÂ® ICE framework-based solution was developed to provide a comprehensive public helpline for individuals seeking information and referrals for Substance Use Disorder and gambling treatment services, featuring a call center, live-chat, waitlist, and appointment scheduling.

Project Summary

A comprehensive public service solution built on the SMARTÂ® ICE framework and COTS applications, providing support for individuals seeking information and referrals for Substance Use Disorder (SUD) and gambling treatment services. The system includes a call center, centralized waitlist, self-administered provider portal, public-facing website, data reporting, and ongoing maintenance. It offers a secure live-chat feature, facilitates referrals based on insurance status, and helps schedule treatment appointments through an Appointment Board. The solution ensures compliance with state and federal regulations, while assisting citizens, medical providers, and behavioral health providers in navigating the SUD treatment and recovery system.

Project Highlights

Built on the SMARTÂ® ICE framework using COTS applications for scalability and efficiency.
Integrated call center with live-chat and public-facing website for seamless user interaction.
Centralized appointment board and waitlist for efficient scheduling of SUD and gambling treatment services.
Secure data exchange and compliance with state and federal regulations (HIPAA, etc.).
Self-administered provider portal for real-time updates and information management.
Comprehensive data monitoring, reporting, and ongoing maintenance support.

Users of the Helpline System

Helpline Specialists, Counsellors, Clinicians, Service Providers, and Agencies.

Omni-Channel for Customer Engagement

Citizen Portal, Agent Portal, Telephone (CTI/IVR), Email, Mobile, Walk-in.