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

Helpline Software

Call forwarding service for on-call teams

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Basic call forwarding breaks when schedules change

Every call needs to be answered.

Sometimes the primary isn't available.

Sometimes they're asleep.

And don't hear the notification.

Helpline does wake up calls - multiple calls to wake responders up when needed.

If they don't answer it will redirect calls to a backup.

Based on your schedule.

So you can respond quickly.

Some people aren't running a support line.

Or an on-call line.

And just need our guide to very basic call forwarding.

Integrate your schedule

Helpline Software connects your on-call line to your schedules.

That means calls automatically go to the right person.

In the right order.

Helpline shows you all your shift requests.

Shift changes update routing automatically.

It's all one system.

Talk to sales about your call forwarding use case

Modify schedules in seconds

Edit, split, and reassign shifts. Routing updates automatically for the next call.

Connect To The Right Person In Seconds

No transfers or long wait times. Automatically route calls to the scheduled on-call.

No Third Party

Directly provide excellent support. Callers speak only with your trained staff.

Schedule-based Routing

Direct calls according to your live schedule. Routing updates automatically when the schedule changes.

All Integrated

Data, reports, audit logs, and more to your on-call team.

See how it works

Call forwarding follows the schedule. No time lag or manual work.

150% Money Back Guarantee Badge

150% Money Back Guarantee

Start with confidence. If you're not satisfied within 30 days, we'll refund every dollar you paid, plus up to $500.

Available when included in your signed agreement. Claims must be made within 90 days of the contract effective date. In rare cases, the guarantee may not be included in your agreement. For example, in agreements that involve fraud risk or use cases outside the scope of our standard agreements. Cancellation requests must be submitted in writing. Void where prohibited. No cash value unless required by law. This offer may be redeemed once per organization.

Who is Helpline Software for?

Support lines
Premium support teams

Route every call to the right on-call person fast, and escalate urgent issues so you deliver premium support.

Nonprofits
Crisis lines and hotlines

Crisis lines, helplines, and hotlines keep their calls, data, and schedules managed in one place.

24/7 response
On-call response teams

Callers pick the right team from a menu, Helpline redirects the call, and wakes responders when needed.

What Our Customers Say

Our customers love how customizable the system is, the top-notch support, and how easy it is to use Helpline Software.

"…customer service is responsive, honest, articulate… it's top-notch…"
HOPE Sheds Light, Inc
CEO
HOPE Sheds Light, Inc
Pamela Capaci
"There's definitely an awareness with the customer service team that every agency is different… It's very 'meet us where we're at.'"
Resilience Center of Franklin County
Administrative Manager
RCFC
Gabi Sanchez
"I'm loving this system. It's incredibly easy to tailor, and it does exactly what [our on-call personnel] need. Instead of troubleshooting, [our on-call personnel] are spending that time with [callers]."
Resilience Center of Franklin County
Program Director
RCFC
Annie Pollak
"It really has changed a huge part of our organization."
Monterey County Rape Crisis Center
Executive Director
Monterey County Rape Crisis Center
Lauren DaSilva
"Having a system customized to fit [our needs] has been invaluable. HelplineSoftware gives us the tools we need to support both our staff and [callers]."
Lutheran Community Services Northwest
Director of Advocacy & Education
Lutheran Community Services Northwest
Roshelle Cleland
"Helpline Software has been an incredible thought partner. They offer creative solutions and really care about the mission of the agencies they serve."
YWCA Golden Gate Silicon Valley
YWCA
YWCA Golden Gate Silicon Valley
"We are incredibly grateful for our wonderful transition to Helpline this year. The entire process has been seamless, and our team has had nothing but glowing feedback. The ease of use, combined with your excellent customer service, has made a world of difference."
The Wichita Area Sexual Assault Center
Executive Director
The Wichita Area Sexual Assault Center
Mary Stolz
"…take a leap of faith and do it… it is a game changer… it will alleviate a lot of misused time and… [you] will thank me later."
WestCOP
Assistant Director of Programs
WestCOP
Clarissa Espinoza

Frequently Asked Questions

›How does call forwarding in Helpline Software differ from standard carrier forwarding?
Standard carrier forwarding transfers calls with no awareness of schedules, no fallback logic, and no visibility into failures. Helpline Software's forwarding is integrated with your on-call schedule, automatically updates routing when shifts change, detects when forwarded calls fail to connect, and provides detailed reporting on what happened. It's call forwarding designed for high-stakes environments where every call matters.
›Can staff use their personal phones without exposing their numbers?
Yes. When calls are forwarded to personal devices, the caller ID is masked to show your organization's number, not the staff member's personal number. Staff can take calls and make follow-ups through the platform without revealing their personal contact information to callers.
›What happens if the on-call person doesn't answer a forwarded call?
You define the fallback workflow. The system can try additional team members in sequence, offer the caller a callback option, route to a different queue, or alert a supervisor. These paths execute automatically when the primary route fails, preventing callers from being sent to voicemail unexpectedly.
›What if my on-call is asleep?
Helpline Software can wake responders up if needed. For example, if your primary doesn't answer it can call them again, or keep calling them multiple times to try to wake them up, and escalate to your backup(s) if they don't wake up quickly enough. Our default settings are designed to help break through 'do-not-disturb' and 'sleep' modes.
›Does Helpline Software replace our phone system or phone provider?
No. Helpline Software is an integrated platform that works alongside your existing phone infrastructure. Call forwarding and routing are components within the platform, but Helpline Software is not a phone system or a replacement for your local service provider.
›How does the system handle cell phones that don't ring reliably?
Idle cell phones often fail to ring when calls are forwarded to them due to radio sleep and carrier push notification issues. Helpline Software uses techniques that wake idle phones more reliably and can detect when a forwarded call likely failed to ring. When this happens, the system can automatically retry, escalate, or capture a callback request.
›Can we see why a specific call wasn't answered?
Yes. The reporting captures each step of call routing, including when calls were forwarded, whether they connected, ring duration, and which fallback path was triggered. This visibility allows you to diagnose issues and provides documentation for grant compliance and operational reporting.
›What does Helpline Software cost?
Helpline Software is priced similarly to your current answering service. Talk to us for a custom quote for your line, as well as nonprofit pricing.
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Call forwarding built for on-call teams

Upgrade to schedule-based routing that reaches the right person and escalates to backups.