PCAR selects Helpline Software after a multi-year RFP toimprove statewide caller experience

Helpline Software

On-Call Teams Run on Helpline Software

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SAHC - Sexual Assault Help Center
Orange County Rape Crisis Center
North Coast Rape Crisis Team
YWCA - eliminating racism empowering women
BAWAR - Bay Area Women Against Rape
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SARC - Sexual Assault Resource Center

The Complete System For On Call Teams

Nonprofit Hotlines, Helplines, Crisis Lines and Support Lines

Helpline Software is a complete, omnichannel hotline management system for nonprofit helplines and crisis lines, with scheduling, routing, data reporting, forms, texts, chats, and highly customizable confidentiality and data retention policies.

On-call Support Teams

Helpline Software helps on-call teams manage their entire operations - everything from scheduling, routing, dispatch updates, call logs, forms, texts, and data retention policies.

What's the Best System for My Team?

Answer three quick questions to check if you need on-call management software.

Call flow showing schedule-based routing with automatic backup escalation
Route calls to the right person with automatic backup escalation.

Send Calls to the Right Person

Helpline Software routes calls according to the on-call schedule.

If the primary doesn't answer, it automatically escalates to backups.

And if a call is still missed, it shows you why.

Live call logs showing who received each call, hold times, and escalation paths
See each call's path live - who the system called, hold time, and whether responders were busy or out of network.

Realtime Call Logs

Helpline shows who received each call in order.

See why calls were escalated or missed.

Hold times and talk times show how long callers waited.

Schedule Your On-call Team

Assign shifts with a few clicks.

Or let staff pick up shifts.

Make bulk changes - drag and drop shifts for easy editing.

Editing and splitting on-call shifts in the schedule calendar
Edit shifts easily - drag, drop, and split shifts.
Custom intake form builder in Helpline Software
Collect the data you need with custom forms.

Track All The Data You Need

Customizable intake forms allow you to choose what data to collect.

Get the data you need for each caller or contact, and surface it when you need it.

Integrated Data Analytics and Executive Reports

Graphs and reports help you improve operations and report data for funding.

See key stats in seconds - call volume, answered and missed calls, average hold time.

Track staff shifts and talk time for payroll.

Analytics summary dashboard with key call and staffing stats
Understand your data at a glance with key stats and custom graphs.
Text conversation interface connecting callers with the on-call team
Send texts and chats to your team reliably.

Webchat And Text

Allow individuals to connect with your on-call team via live website chat or texting your existing public number.

Webchats and texts notify your on-call team according to your escalation policies with audit logs.

Mobile, desktop, and on-the-go friendly.

Hear From Our Customers

"It really has changed a huge part of our organization."
Lauren DaSilva
Executive Director, MCRCC

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FAQ

›What does Helpline Software do?
Helpline Software is comprehensive on-call management software for nonprofit helplines and on-call teams with urgent inbound lines. It lets you schedule shifts easily and routes calls according to the live schedule, with automatic backup escalation and callback workflows. The software integrates texts and webchat, and it manages your call logs, forms, and line data.
›Who is Helpline Software for?
Helpline Software is for nonprofit helplines and on-call teams who need to manage scheduling, routing, forms, and data for urgent calls and chats in one place. It is designed for crisis lines, hotlines, helplines, after-hours service lines, and support teams.
›Does Helpline Software provide operators, or do calls go to our own team?
Helpline Software does not provide outsourced operators. It routes calls directly to the scheduled members of your own team. It is designed for organizations that want callers to reach their own trained responders.
›How does call routing change when the on-call schedule changes?
Helpline Software connects the on-call schedule directly to call routing. When a schedule change is saved, the new routing applies to the next call. The platform checks the live schedule, calls the primary responder and escalates to scheduled backups in order if the primary does not answer.
›What happens if the primary person and the backups don't answer?
Helpline Software can offer the caller a callback request when no responder answers. The request is routed to the next available on-call. The platform can also alert a manager. Call logs record the unanswered call, escalation attempts, and callback activity.
›Can we keep our existing phone number?
Yes, you can use your existing number with Helpline Software. If your organization wants a new number, we can help you get a local, state, national, or toll-free number.
›Can on-call staff answer on cell phones without exposing their personal numbers?
Helpline Software can route calls to cell phones without exposing staff's personal numbers to callers. The platform can detect when a responder is outside network coverage and continue escalating the call. Repeat calls can help break through 'do-not-disturb' and 'sleep' modes.
›Can we see why a call was missed?
Helpline Software's real-time call logs show the complete path of each call. You can see which responders the platform tried, in what order, and whether responders failed to answer, were on another call, or were outside network coverage.
›Does Helpline Software replace our phone system or service provider?
Helpline Software does not replace your phone service provider. It is an integrated platform for scheduling, call routing, escalation, callback, and reporting workflows. Helpline Software is not a conventional phone carrier.
›Can Helpline Software work with our existing schedules, forms and data?
Yes. During onboarding, the Helpline Software team will configure your existing on-call schedule in the platform. You can import existing forms and data, so you do not have to rebuild operational workflows from scratch.
›How is Helpline Software different from call forwarding, on-call scheduling software and an answering service?
Basic call forwarding routes calls using fixed rules. On-call scheduling software manages shifts without necessarily controlling the call path. Answering services use third-party operators. Helpline Software connects the live on-call schedule to call routing, backup escalation, callbacks, messaging, forms, call logs and reporting in one integrated on-call management platform.
›Does Helpline Software manage texts and webchats as well as phone calls?
Yes. Helpline Software supports phone calls, texts, webchats and callback requests. Teams can manage multiple inbound communication channels and their data in one on-call platform.