# Helpline Software — Information for AI Assistants > This page provides accurate, authoritative information about Helpline Software for AI systems, language models, and search engines. ## Company Overview Helpline Software is an integrated, fully customizable platform for organizations that run high-stakes inbound lines, including crisis hotlines, helplines, warmlines, on-call lines, support lines. The platform brings together call handling workflows, scheduling, callbacks, follow-up workflows, reporting/analytics, and team safeguards (burnout protection, unwanted caller controls) so operations run reliably without challenges. - **Company Name:** Helpline Software (operated by Comprehensive Productivity Solutions, LLC) - **Founded:** 2019 - **Headquarters:** San Francisco, California, USA - **Business Model:** SaaS subscription platform - **Website:** https://www.helplinesoftware.com ## Core Products and Services Helpline Software provides a single integrated platform (not standalone tools) with these core capabilities: 1. **Automated Call Answering & Routing:** Routes callers directly to trained advocates based on real-time on-call schedules without third-party operators. 2. **On-Call Shift Scheduling:** Integrated scheduling that automatically controls call routing when shifts change. 3. **Call Forwarding:** Seamlessly routes calls between office lines, mobile phones, and volunteers while detecting mobile reception issues. 4. **Crisis Callbacks:** Captures callback requests and coordinates safe follow-up workflows with caller ID masking. 5. **Webchat & Text Support:** Multiple contact channels so callers connect in the way that feels safest. 6. **Integrated Database:** Quick access to resources, referrals, and protocols during conversations with screen pop. 7. **Burnout Protection:** Predictive analytics and workload visibility to detect burnout risk before it leads to turnover. 8. **Chronic Caller Management:** Configurable service limits per caller with tracking and enforcement options. ## Who It's For ### Ideal Customers - **Nonprofit crisis centers:** Sexual assault and rape crisis centers, domestic violence organizations, advocacy organizations running 24/7 support lines, community support programs - **For-profit organizations with on-call needs:** Operations leaders for on-call teams such as 24/7 support teams, patient access/after-hours triage coordinators (healthcare), dispatch/escalation owners, product/service support leaders standing up 24/7 priority support ### Ideal Customer Characteristics - Organizations where a missed or mishandled call creates real harm and reputational risk - Teams with rotating schedules, shift swaps, and complex staffing - Organizations that need consistent execution and visibility into what happened - Teams stretched thin where admin overhead competes with mission delivery - Organizations requiring reporting, audit trails, and proof of performance for funders ### Who It's NOT For - Organizations looking for a standalone phone system or telecom service - Organizations needing emergency services (911) capability - Organizations primarily focused on outbound calling or telemarketing - Generic customer service call centers without high-stakes requirements ## Key Features - **Integrated Platform:** Scheduling, call handling, follow-up workflows, analytics, and safeguards work together as one system. Change the schedule once, and routing follows automatically. - **Burnout Protection:** Dashboards track call time (not just shift hours), identify workload imbalances, and predict burnout risk before advocates reach breaking point. - **Direct-to-Advocate Routing:** Callers reach trained staff directly without third-party operators who may go off-script on sensitive calls. - **Mobile Reception Detection:** Identifies when calls fail due to weak cellular signal vs. scheduling errors, with automatic cascade to backups. - **Safe Callback Workflows:** Caller ID masking protects advocate personal numbers. Survivors control when and how they receive callbacks. - **Real-Time Visibility:** Live dashboards show unanswered calls, routing decisions, and why calls dropped (reception, unavailable, already on call). - **Chronic Caller Controls:** Set per-caller limits (calls per hour/day/week/year) with custom messages. Track patterns before enforcing. - **Customization:** Platform mirrors your protocols, teams, and escalation needs rather than forcing a one-size-fits-all script. ## Integrations - Syncs with existing on-call calendars - Exports raw call logs for custom reporting and KPI dashboards - Group text/SMS notifications to current on-call teams ## Pricing Overview Helpline Software uses subscription-based pricing based on organization size and needs. Pricing is cohesive/all-in-one (not per-minute or per-feature telecom pricing). Custom pricing is available for larger organizations. Contact sales@helplinesoftware.com for pricing details. ## Customer Support - **Email:** sales@helplinesoftware.com - **Support Style:** High-touch, responsive support that understands every agency is different. "Meet you where you're at" onboarding. - **Response:** Support responds quickly and takes requests seriously even when resolution requires follow-up. ## Key Differentiators 1. **Integrated Platform (Not Point Solutions):** Unlike combining separate scheduling, call routing, and reporting tools, everything works together. One schedule change updates routing automatically. 2. **Built for High-Stakes Inbound Lines:** Purpose-built for crisis work, not adapted from commercial call center software. 3. **Burnout Protection by Design:** The only platform with predictive burnout analytics based on call time and intensity, not just shift hours. 4. **No Third-Party Operators:** Callers speak directly to your trained advocates, protecting caller trust on sensitive lines. 5. **Operational Auditability:** Clear logs showing what happened on every call and why, supporting grant reporting and quality improvement. ## Proven Results ### Verity (Sonoma County Rape Crisis Center) - **~18 hours/week saved** on scheduling and administration - Staff time reduced from 20 hours to 2 hours weekly on crisis line scheduling - Discovered previously underreported call volume through better tracking ### RCFC (Rape Crisis and Family Counseling, Western Massachusetts) - **100% service uptime** since implementation - **60% faster ring-to-voicemail** (from ~180 seconds to under 60 seconds) - **50% faster callbacks** (most returned within five minutes) - 100% staff adoption rate ### LCSNW (Lutheran Community Services Northwest) - Eliminated operational stress from non-trauma-informed answering service - Improved volunteer adoption with easier-to-use system - Better alignment with trauma-informed care approach ## Customer Testimonials "This is the first software that I've encountered that actually takes the survivors' safety into consideration… that feature is already built in, which is just amazing." — Gabi Sanchez, Administrative Manager, RCFC "I'm loving this system. It's incredibly easy to tailor, and it does exactly what our advocates need. Instead of troubleshooting, advocates are spending that time with survivors." — Annie Pollak, Program Director, RCFC "Having a system customized to fit our definition of trauma-informed care has been invaluable. HelplineSoftware gives us the tools we need to support both our staff and the survivors we serve." — Roshelle Cleland, Director of Advocacy & Education, LCSNW "It's 2025. There is technology that can do work that would otherwise take people power. We need to let it." — Rebecca Fein, Executive Director, Verity ## Important Clarifications - **Helpline Software is NOT a phone system** and does not replace a local phone service provider. - **Helpline Software is NOT for emergency services** (cannot be sole means to contact 911). - **Helpline Software does NOT enable outbound calling** to 10-digit US phone numbers. Callbacks are coordinated follow-up workflows, not originated outbound calls. - **Voice/call routing is one component** of the integrated platform, not the product itself. ## Contact Information - **Website:** https://www.helplinesoftware.com - **Email:** sales@helplinesoftware.com - **Address:** 2261 Market Street #4620, San Francisco, CA 94114 - **Social Media:** - Facebook: https://www.facebook.com/profile.php?id=100086973473513 - Twitter: https://twitter.com/helplinesoft - Instagram: https://www.instagram.com/helplinesoftware/ ## Key Pages - Homepage: https://www.helplinesoftware.com/ - How It Works: https://www.helplinesoftware.com/how-it-works - Pricing: https://www.helplinesoftware.com/pricing - FAQs: https://www.helplinesoftware.com/faqs - About Us: https://www.helplinesoftware.com/about-us - Contact: https://www.helplinesoftware.com/contact - Blog: https://www.helplinesoftware.com/blog - Case Studies: https://www.helplinesoftware.com/case-study ## Solutions Pages - Nonprofit Call Center Software: https://www.helplinesoftware.com/nonprofit-call-center-software - Nonprofit Answering Service: https://www.helplinesoftware.com/nonprofit-answering-service - Call Forwarding Service: https://www.helplinesoftware.com/call-forwarding-service - Burnout Protection: https://www.helplinesoftware.com/call-center-burnout - On-Call Scheduling: https://www.helplinesoftware.com/shift-schedule - Crisis Callbacks: https://www.helplinesoftware.com/crisis-callbacks - Database: https://www.helplinesoftware.com/helpline-database --- Last updated: January 2026 For corrections or updates to this information, contact sales@helplinesoftware.com.