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Partnership Platform Overview

Our platform is the medium by which our Helpline Specialists can communicate with families however they reached out to us – whether through phone, text, e-mail, live chat, or Facebook.

Two nodes of the same platform: Helpline vs. Help & Hope

- Helpline is where a client contacts our Helpline through text, e-mail, live chat, Facebook or phone

- Help & Hope is our automated text message program, where clients/caregivers sign up to receive automatic text messages with the option to chat with a Helpline specialist

It is important to recognize that these two are separate, as the initial message from a specialist to a client is different on each. On the back-end, the programs are on the same platform.

Table of Contents Logging In ........................................................................................................................................................................................................... 2

Time & Attendance ......................................................................................................................................................................................... 3

Clients Tab:......................................................................................................................................................................................................... 4

Client Profiles .................................................................................................................................................................................................... 5

Help & Hope or the Helpline? .................................................................................................................................................................... 6

Chat ........................................................................................................................................................................................................................ 7

Each Button Under Actions ......................................................................................................................................................................... 7

Closing Out a Chat ........................................................................................................................................................................................... 8

Assigning Specialists ...................................................................................................................................................................................... 9

Changing a Client’s Language................................................................................................................................................................... 10

Assessments .................................................................................................................................................................................................... 11

CHAT Request on Help & Hope ............................................................................................................................................................... 12

Help & Hope Unread Message But No CHAT Requested .............................................................................................................. 13

Clearing Unread Messages ........................................................................................................................................................................ 15

Helpline Chat Requested ............................................................................................................................................................................ 16

Creating a New Client .................................................................................................................................................................................. 17

Call Center: Incoming Calls ....................................................................................................................................................................... 18

Call Center: Outgoing Calls ........................................................................................................................................................................ 21

Callbacks (Scheduled Calls) ...................................................................................................................................................................... 22

Documenting a Scheduled Call ................................................................................................................................................................ 24

Taking Notes on the Platform for a Call .............................................................................................................................................. 25

Live Chat ............................................................................................................................................................................................................ 25

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Snippet Editor ................................................................................................................................................................................................. 28

Mark as Spam .................................................................................................................................................................................................. 29

Opting a Client Out of Receiving Messages ........................................................................................................................................ 30

Clearing Cache ................................................................................................................................................................................................ 31

Logging In

If you log in on a separate device, the platform will send you a security code to prove that it is you logging in. You will select either “Text” or “E-Mail” as the medium for the platform to send the code. Please check with Shankar Ramkellawan/Elizabeth Mustacchio to make sure that the platform has your cell phone number if you would like the code to be texted to you. The platform can be difficult when signing in if you initially put in the incorrect password. It is best to refresh your page if you receive a notification that your password was incorrect, as it will not recognize the correct password if you do not redo the security cache. You should also make sure that your full email address is in the Username field. If you have difficulties logging in, reach out to Shankar Ramkellawan/Elizabeth Mustacchio. Note about Google Password Manager: When you change your password for the platform (or any website) the Chrome password manager will *not* automatically update your password. The next time you log into the website, it will auto-populate the password field with the OLD password and you must manually change it. Only then will the Chrome password manager ask you to update the password.

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Time and Attendance

This is where you will clock in and clock out. This tab tracks your time on the Platform. Please see TimeTrex training document for more information.

Additional tabs includes:

Clients Coaching

Call Center [available for Level 2 HS only] Callbacks [available for Level 2 HS only] Live Chat Programs Manage Programs Reports Settings

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Clients Tab:

All information by client can be sorted by specialist, program, language, or contract. The default filter is to only show the “Active-Hotlist Clients.” The other options are “Active,” “Active-Pending,” “Inactive,” “Opted-In,” “Opted-Out,” “Spam,” “Land-Line,” and “Live Chat.” There is a drop-down menu if you’d like to choose other options. See below.

o Active Client: A client who has requested to CHAT on Help & Hope or who has contacted the Helpline through text, e-mail or Facebook. This indicates that someone is trying to connect with us. Active will show both Active-Hotlist and Active-Pending [see definitions below].

o Active-Hotlist: A client with Unread-Count > 0 regardless of the Chat-Indicator. o Active-Pending: A client with Unread-Count = 0 and Chat-Indicator = “Y.” o Inactive Client: A client who is engaged in the program but has not sent in a message or

requested to CHAT (or has been previously cleared by a Helpline specialist). o Opted-In Clients: Everyone who is still opted-in to the platform (who is actively receiving

Help & Hope messages or who has connected to our Helpline) o Opted-Out Clients: Everyone who opted-out of the Platform by texting STOP so they would

no longer receive messages. o Spam: Accounts that were marked as spam. o Live Chat Client: A client who connected with us through Live Chat. Live Chat clients are

from Delaware only. Live Chat clients will never come up as Active on this screen. o Land-Line: If the client has reached out to us through their land-line, they will show up here.

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Client Profiles

When a client reaches out to the Partnership through any medium, the platform automatically creates a Case Number for them. This number helps to identify the client if they have not offered their name.

In this example, the client’s name is Amy, the client’s language is English, and the client’s case number is 183667.

The platform will also note the preferred language of the client. The platform will automatically set a client as a Spanish speaker through the following scenario: The client chose their preferred language as Spanish when they called the Helpline. When the client reaches back out, whether by phone or by text, the platform will say “Spanish.”

There is a way to change the preferred language of the client, detailed in the section “Changing a Client’s Language.”

You may notice a letter in parentheses under the client’s case number. An (R) means a repeat client, a (C) means a client in crisis, and (V) means viable, Crisis and viable only applies to their last interaction. If they back out and the interaction is not crisis or not viable then the letter will be removed.

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Help & Hope or the Helpline?

You will know how someone is trying to connect with us by looking under the column entitled “Program” in the Clients tab.

If someone is coming through the Helpline (so text, e-mail or Facebook) on the Clients tab, they will be listed as “Helpline.”

If someone has previously called our Helpline before, they might be listed under the program “855-DRUGFREE.” This is still our Helpline.

If someone is coming through Help & Hope, it will be listed as the client’s need state.

As of now, the possible names are “I just learned that my child is using substances and I don't know what to do.” or “My child is struggling with substances but is not motivated to change or seek treatment.” or “My child is struggling and does seem motivated to change or seek treatment,”

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Chat

The column listed as “Chat?” indicates whether or not someone is trying to talk to a Helpline Specialist. “Y” means that a client wants to talk to a specialist, and that will automatically list them as an active client.

A chat can be requested in two different ways.

- Through our Helpline, a client just has to send any message through text, e-mail or Facebook. - Through Help & Hope, a client should text “CHAT” to be able to talk to a specialist, however, if they

text anything that is not a command, their chat indicator will still be set to “Y.”

Both of these options will automatically give them a “Y” under CHAT Requested.

Each Button Under Actions

● Messaging and Settings: ○ This is to interact with a client - to have a conversation with a client and to view the client’s

previous messages and their assessment. Here is also where you can clear unread messages and reset the CHAT indicator.

● View Message History: ○ This is to view the entire message history of the client - to see what messages they have

received and what they have sent.

● View Client Audit: ○ Log of what the Helpline Specialist is doing within the client’s account.

● Call Client: ○ This button allows you to call that specific client. It opens up the Call Center in a new tab.

(The Call Center is detailed further in this document, but it is important to note that you can

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only call someone directly from the Clients tab if they have entered through text, not through Facebook or e-mail).

Closing Out a Chat

Press the messaging and setting a button to get to the messaging screen.

After you have a conversation with a client, you have to reset the Chat Requested from “Y” to “N.”

Step-by-Step Process:

- To do so, click the button with the gears that’s located at the bottom of the screen to launch the settings tab for the client you were conversing with.

- This new window will pop up. Click “Reset chat indicator.” This changes the “Y” to a “N.” Then you will click save, which will prompt the box below.

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- If the chat is viable you will put a check in the box next to “Viable.” If the chat is a crisis you will put a

check box in the box next to “Crisis.” - You should also add any notes in the “Notes:” section for the Helpline Specialist who will take this

case next if the client returns. This can include a basic summary of the conversation and can include any resources that have been sent. When you’re done you should click “Save.”

- Closing a case may look different based on the channel – Text, Facebook, or Email. For Text and Facebook you should send the closing snippet. For email no closing snippet is needed as this form of communication is asynchronous. Your reply to the client completes the chat.

- All chats must be closed after 24 hours, and chats that come to a natural close should closed right away.

Assigning Specialists

Assigning specific specialist to a client makes it so another specialist knows that the client is being taken care of. When a specialist is done speaking to the client - whether the client is satisfied or if the specialist is off duty - they return the client back to “Unassigned.” If you are logging off for your shift you don’t need to unassign. You can simply log out and it will unassign your cases.

Step-By-Step Process:

- Click the Clients tab on the side of the webpage.

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- Select the client you’d like to assign.

- Go to Multi-clients actions and select “Reassign Clients.”

- Select yourself from the drop down as the client’s new specialist.

- Follow the same process when you are done speaking to the client so you can return the client to Unassigned.

- It’s important that you return the client to Unassigned after your conversation has finished. Otherwise, it could confuse the specialist after you.

Changing a Client’s Language

Due to the difficulty in the platform’s ability to detect the Spanish language, sometimes the language of a client is marked as English when it should be Spanish (or vice versa).

Step-By-Step Process:

- Open the Client Messaging Screen of the client whose language you’d like to switch.

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- Click “Settings” at the top of the screen.

- When you get to this screen, you will see at the bottom there is an option to “Select Language.” Select the language from the dropdown that you’d like to change the client to, and hit save.

Assessments

We offer an assessment to clients who come into the Helpline or come in through Help & Hope. It is not required for those who come in through the Helpline, but you can check to see if the person who is reaching out has taken an assessment through the following steps.

Step-By-Step Process:

- Select the client you’d like to speak with, and then click the messaging tab.

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- The Client Messaging Screen will pop up in a new tab. Click on the “Assessment” button.

- You will then see the answers to the assessment. This will provide you with background information about the client’s situation before the two of you begin conversing.

CHAT Request on Help & Hope When a client has texted CHAT on Help & Hope, they want to talk to a Helpline Specialist. Your first step is to assign the client to yourself as a specialist (see previous instructions), and after that you can begin chatting. Step-By-Step Process:

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- You can see that a client on Help & Hope asked to CHAT, as there will be a “Y” under Chat Requested. You can also double check that the person came in through Help & Hope by looking under the “Program” tab.

- Press the “Messaging and Settings” button of the client you would like to chat with.

- This launches the client’s message history in a new tab. You can review any previous messages and the client’s assessment responses before beginning your chat. (To view the assessment responses, click “Assessment” at the top of the screen).

- To begin talking to your client, you can either open up the Snippet Editor and modify the snippet as necessary in the editing window, or you can send 'free-form' messages to the client where it says “Type your message here….”

- When you have satisfied the client’s needs, you have to switch the CHAT Requested from “Y” to “N.” Please close out the chat. (see previous instructions)

Message from a Help & Hope Client that is not “CHAT”

It seems that some clients do not realize that, in order to talk to a real person on Help & Hope, they must text “CHAT.” Instead, some clients are replying back to automated message, wanting to speak to a real person. All unread messages must be checked to ensure that clients are getting the support that they need.

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When you are responding to a client who has not requested to CHAT, you should not simply start replying to the client. It can be very disorienting for a client who did not expect to talk to a real person. Instead, you will send a specific snippet (“Response to Message in Help and Hope Only – No CHAT Requested”) to clients who seem to want to talk to someone. You will not send this snippet if a client is simply replying “Thanks!” or another generic response that doesn’t indicate a desire to speak to a real person. After you have sent the snippet, if a client wants to talk to a real person, they can send a CHAT request. Then you will follow the previous instructions. You only send this snippet (Response to Message in Help and Hope Only – No CHAT Requested) if someone is coming in through Help & Hope. Step-By-Step Process:

- You can see that this person came in through Help & Hope, did not text CHAT (the Chat Requested is marked “N”) and has an Unread Message. You can see their unread message under “Last Response.”

- The last response this person sent indicates that they would like to talk with a real person.

- Click the Messages and Settings button on the side of the selected client to view the unread messages of that client.

- Click the “Snippets” button at the bottom of your screen.

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- When the Snippet Editor pops up, you will select the snippet “Response to Message in Help and Hope Only - No CHAT Requested.”

- To find it, you can either use the Search bar, or select the Snippet Type “conversation.”

- Once the snippet has been sent, if the person does want to talk to a real person, they will reply CHAT. You can then follow the previous instructions for a CHAT Requested.

Clearing Unread Messages

If a client has reached out to us after we closed out a Chat Request, the Chat Request will read “Y” and Unread messages will read “1” or however many messages they send. They will remain in the Active-Hotlist bucket until you reply. Replying to an unread message automatically clears the Unread Message count. If the client does not have a “Y” for Chat Request, this will move them from Active to Inactive. If we’d like to keep them as Active, we have to manually set the Chat Request to “Y.”

Sometimes though, a client will text something to Help & Hope like “Thanks!” In this case, you do not need to reply. To remove this client from the active client list, you must clear the Unread Message count and close the case. This interaction is non-viable. (See instructions for closing a chat.)

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Helpline Chat Requested

Anyone who tries to text (not through Help & Hope), e-mail or Facebook message will show up on the same platform under the program “Helpline” (If they have called us before on the same number, the program might show up as “855-DRUGFREE.” The process is the same). Someone who connects to a Helpline Specialist in this way will automatically come up as “Y” for a CHAT Request, without them needing to text CHAT (unless we have cleared them out previously. Then the CHAT Request will remain N until manually set otherwise).

- You will not send the “Response to Message in Help and Hope Only - No CHAT Requested” Snippet when someone comes in through our Helpline.

How will you know if someone is coming in through text, e-mail or Facebook?

- Look under the column “Contact.”

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- In the example above the client is sms (or text). If the client is from Facebook it will say “Facebook.” If the client emailed us it will say “Email.”

Step-By-Step Process: - Assign the client to yourself as a specialist.

- Click on the client’s Messaging & Settings button.

- You can either open up the Snippet Editor and modify the snippet as necessary in the editing window, or you can send “free-form” messages to the client where it says “Type your message here…”

- You do NOT send the snippet called “Response to Message in Help and Hope Only - No CHAT Requested” in this scenario.

- When you are done talking to your client, you have to switch the CHAT flag from “Y” to “N.” (See previous instructions)

Creating a New Client

You can manually create a new client on the back-end of the platform if they have not texted, e-mailed, Facebook messaged or called into the platform. They will show up in the Clients tab in Inactive after you have created them.

Step-By-Step Process:

- Select the Clients tab on the side of your screen.

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- Click on the “New Client” button at the top of your screen.

- This window will pop up on your screen. Before entering any information, you need to check the button at the top that says, “My Client has given consent to participate in this program.”

- Then you can enter the client’s name, preferred contact (e-mail or text), zip code, and any notes you might have.

- You should always select the program “Helpline.” If the client is interested in Help & Hope, you can

tell them to text back JOIN to 55753, which will launch them into Help & Hope.

- Then press Save. Your new client will now be in Inactive.

Call Center: Incoming Calls

The Call Center is how all incoming and outgoing Helpline calls will now be taken. All of this is now done on the platform.

As soon as you’re on duty, you must open up the Call Center to be able to take incoming calls.

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Step-By-Step Process:

- To get to the Call Center, click on the “Call Center” tab on the side of your screen. - Notice the label on the top of your screen that tells you if you are on off duty, on duty, on a

callback, or on wrap-up.

- This is the Call Center. You will be able to see incoming calls in the queue, and when a call becomes available to you, you will be able to answer it yourself.

- Immediately go to the drop-down menu and change yourself from Off Duty to On Duty. If you don’t do this, you won’t be able to take incoming calls.

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- To answer an incoming call, select the green button on the Call Center. It won’t allow you to select the button until the Call Center has been directly routed to you, so don’t be alarmed if it takes a moment for you to be able to answer.

- While you’re on the call, you will be able to immediately see the client’s “Client Messaging Screen” if the client has previously reached out to us. This button that pops up once you are on the call will allow you to open up in a new tab the client’s previous messages with the Helpline.

- To hang up a call, select the red button on the Call Center.

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- When the call is over, the system will automatically set you to “Wrap-Up.” This is to give you time to be able to take notes from your previous call. After you’re done taking notes and ready to take the next call, change yourself to On Duty again. This is very important to remember, otherwise you won’t receive the incoming calls.

Call Center: Outgoing Calls

You will also be using the Call Center for outgoing calls as well. You can call someone directly from the “Clients” tab if they have come in through text.

Clicking this button would open up the Call Center and immediately call back that client. You would only do this if you have to call this client immediately. Otherwise, if the client asks to be called back, you can text them the link to the Scheduler, detailed below in “Callbacks.”

If you need to call someone right away, if they have not texted us and they have no scheduled a call, you can also use the Call Center to type in a number to call them back.

Step-By-Step Process for Outgoing Call:

- Once you’re on the Call Center, you can select the Blue Button on the screen near where you would answer or hang up a call.

- A window will pop up where you can type in the number you are trying to call.

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- Click the Green button to dial.

- Once the call is over, you will be on wrap-up like a normal live call. After you are done taking notes,

you need to put yourself back On Duty.

In terms of outgoing scheduled calls, you will be using the “Callbacks” tab.

Callbacks (Scheduled Calls)

If someone reaches out on our platform asking to schedule a call, you can send them the link to our Scheduler, which is in our snippets under the type “Telephone Request.” The snippet is called “Scheduling a Call.”

Once the client schedules their own call, the client will show up under “Callbacks.”

If a client has scheduled a call (which you will have on your Outlook Calendar), it will be on the Callbacks screen. You can find your scheduled call there. This is the easiest way to call a client for a scheduled call.

Step-By-Step Process:

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- Select the “Callbacks” tab on the side of your screen.

- You can filter the page to show only your own scheduled calls if you’d like (but is not necessary, this might just make it easier for you to find the caller).

- Once you found your caller, you can select the Call Client button on the side of your screen, which will open back up your Call Center and call the client back.

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- Once you hang up, you will be on wrap-up like a normal live call. After you are done taking notes, you need to put yourself back to On Duty.

Documenting a Scheduled Call

Once you are done with your call (whether the client answered or not), there is a way to document the scheduled call on the platform to say whether the call was answered or if you left a voicemail.

Step-By-Step Process:

- Select the Callbacks tab on the side of your screen.

- Click the “Edit Appointment Button” next to the person you just called.

- Select the option on the window that pops up that accurately describes the call. After attempting/completing a callback, please make sure you do not leave the call marked as scheduled.

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Taking Notes on the Platform for a Call

You can now take notes on the platform for a client that calls into the Helpline, for a client who has previously texted us or not.

Step-By-Step Process:

- During the call you will see the client’s profile come up (either a previous profile if they have connected with us before, or a new profile the platform just created). Click on it.

- It will open up the client’s messaging screen. You can click the notes button at the top, and write your notes in the blank space. Then click save. This will save for future specialists the date of your note, your name, and the notes you took.

- You will also be required to fill out a call report for each caller. See Call Report Training.

Live Chat Note: Live chat is currently only used for Delaware clients. You will be using the “Live Chat” tab rather than the “Clients” tab for Live Chat.

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Clients who would like to Live Chat will show up on the “Clients” tab only under the drop-down window option of “Live Chat” - you will not be able to contact them through this channel. That is only for our records. You will only be able to contact the clients who come in through Live Chat through the “Live Chat” tab. You will need to press the “Join Chat” button for Live Chat to be available on the website for our clients. Only click this button during our Live Chat scheduled hours. When your shift is over, you must press “Leave Chat.” Step-By-Step Process:

- Select the “Live Chat” tab on the side of the webpage. Live Chat is our only Helpline service on the

platform at the moment that is not done under the “Clients” tab.

- Click “Join Chat” at the top of the screen.

- Do not click this button unless it is the advertised hours of Live Chat. By clicking this button, you are saying on our website that our Live Chat is available.

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- You will see if there are any clients waiting on the side window, and how long they’ve been waiting - That long string of numbers after the person’s name is how the platform identifies the client

(as opposed to Messaging’s contact information such as a phone number or e-mail).

- Click on the client.

- You will be brought to a new window where you can talk to the client, just as you would for any other

type of messaging within the platform.

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- While you are talking with the client, your conversation will be moved to the bottom of the screen so

other specialists can see you are in the middle of a chat.

- When the conversation is over, you can simply exit out of the client messaging screen, and when the client exits out on their end, the live chat with disappear.

- The record of the Live Chat conversations are kept in the Clients tab under “Live Chat.”

Snippet Editor Snippets are saved messages on the platform to save you time and energy while you are helping clients. It is important to go through the snippets to familiarize yourself with what is there, so that it will save you time in the future.

Step-By-Step Process:

- To use a snippet when speaking with a client, you can click the “Snippet” button at the bottom of the Client Messaging Screen.

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- This will open up the Snippet Editor. - *Note: You do not have to use the Snippet Editor to send a snippet. Since it is difficult to

write long messages using the regular text box on the messaging screen, you can use the Snippet Editor to simply write out a long message in the blank space in this window.

- To select certain types of snippets, you can click on the drop down window of options next to “Snippet Type.” You will see all available types of snippets to look through in that menu.

- Once you have selected a snippet to send or written out your message, click “Send” at the bottom of the Snippet Editor. This will send your message.

Mark as Spam

If someone comes in through the platform who is spam, you can mark them as spam to keep them out of Active or Inactive.

Step-By-Step Process:

- Select the gears button at the bottom of the Client Messaging Screen.

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- Select “Mark as Spam” on this window.

Opting a Client Out of Receiving Messages

There is a way to stop a client from receiving messages from us if they request it. Please note that this will completely prevent a parent from receiving ALL messages from us in the future unless they opt back in by texting START.

Step-By-Step Process:

1. When you’re in a client’s messaging screen, click “Settings” at the top of the screen.

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2. If you scroll all the way down, you will see the button to opt a client out of our messages. Click the button and the client will be opted out.

Clearing Cache

When new changes are made to the platform, which happens often, you may need to clear your cache to be able to update your system.

Step-By-Step Process:

1. Close all instances of your Google Chrome browser. 2. Open up a Chrome browser and press <Shift><Ctrl><Del> at the same time to open up the Clear

Browsing Window.

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3. Select <Advanced>.

4. Then <All Time>.

5. Then clear all options except for <Cached images and files>.

6. The press <Clear Data>.

7. Close the Chrome browser.

8. Launch the Platform in Chrome browser.

Please e-mail or call Elizabeth Mustacchio or Shankar Ramkellawan if you have any questions about our platform.

- E-Mail: emustacchio@centeronaddiction.org - Phone Number: 212-973-3532 - E-Mail: sramkellawan@centeronaddiction.org - Phone Number: 212-973-3504