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

Helpline Software

On-call Scheduling Software

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On-call schedules are complicated.

Rotating shifts. After hours coverage. Last-minute swaps.

And calls still need to go to the right person.

Helpline Software is an integrated on-call scheduling software.

It lets you edit shifts easily in one place.

And lets staff pick up shifts.

It then forwards calls according to your staff schedule.

Update the schedule, and calls automatically go to the right on-call.

Already using RingCentral? Our RingCentral alternative workflow test helps you check whether one schedule change controls the next call.

A smartphone and pen on a calendar page creating a sleek, minimalist flat lay

Who is on-call scheduling software for?

Helpline Software is built for teams who get high-stakes calls.

Its helpline scheduler is a good fit for on-call support teams, hotlines, and after-hours lines.

For nonprofits coordinating the schedule with phone, text, webchat, forms, and reporting, see our complete hotline software platform.

On-call Support Teams

IT support, field service teams, premium customer support

Nonprofit Hotlines

Mental health hotlines, suicide prevention helplines, peer support lines

After-hours Emergency Lines

HVAC/R lines, property maintenance lines, factory support lines

Crisis Lines & Helplines

Rape crisis centers, domestic violence helplines, human trafficking hotlines

Assign Shifts

Assign primary and backup in seconds. Split, move, and resize shifts.

Editing and splitting on-call shifts in the schedule calendar
Edit, resize, and split shifts with just a few clicks in Helpline Software.

Approve/deny shift requests

Let staff pick up open shifts. Use auto or manual approval.

Approving and denying on-call shift requests
Approve or deny shift requests easily.

Make bulk edits

Create repeating shifts. Edit weeks of shifts with a few clicks.

Creating bulk on-call shifts in the schedule calendar
Create and edit shifts in bulk.

Flexible Shift Scheduling

Flexible shifts

Shifts can be as short as 15-minutes or hours/days/months long. Your choice.

Dispatch easily

Send one text to update availability. Choose to notify the on-call team via text.

Use multiple schedules

Create separate calendars for different on-call teams. Use menu options to route callers to the right team.

Shift reminders

Send daily text shift reminders.

Schedule changes apply to the very next call.

So calls go to the right person, 24/7.

Want to simplify scheduling for your on-call line? Talk to our team.

See How It Works

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

How does on-call software send calls to the right person?

Helpline Software connects your on-call schedule and phone line. When a call comes in, the system sends it to your scheduled primary.

It detects if they are already on a call, out of reception, or don’t pick up. And automatically escalates to your backups in order.

If no one is available, the software can take a callback request or notify a manager.

Realtime Call Visibility

Helpline Software’s call schedule program shows you each call’s path live.

See who the call went to. Whether they were busy or out of network. And who the system tried next.

So you know exactly what happened if you miss a call.

Man in a checkered blazer using a smartphone while gazing out a window

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

FAQ

›What is on-call scheduling software?
On-call scheduling software is an integrated system that manages shift scheduling for urgent inbound lines. It allows you to approve and edit shifts in one place, and it uses calendar-based routing to send calls to the right person. Its automatic backups and fallback paths help reduce missed calls. Helpline Software is an all-in-one solution which connects your on-call schedule, phone line, call logs, intake forms, and texts.
›Who is on-call scheduling software for?
On-call scheduling software is for teams who get important inbound calls. It’s a good fit for teams with complex scheduling needs, like rotating shifts, after-hours shifts, and shift swaps. Helpline Software is used by on-call support teams, hotlines, and emergency lines.
›How do I choose the right on-call scheduling software for my team?

Choosing the right software depends on whether your on-call team’s schedule changes frequently, and if you need to make sure each call is answered. For teams with rotating schedules who need reliable after-hours coverage, Helpline Software is a good fit. It allows you to easily assign, edit, and split shifts in bulk. It updates call routing instantly when you edit the schedule, so your coverage stays current.


For teams with more static schedules who don’t need to answer every call, a simpler scheduling system could work.

›Can I make bulk edits to the on-call schedule?
Yes. You can create and edit shifts in bulk in Helpline Software’s calendar. The schedule supports repeating shifts.
›Does Helpline Software allow staff to choose shifts?
Yes. Staff can pick shifts on the calendar. You can choose to auto approve or manually approve each request.
›Can I create multiple calendars?
Yes. Some teams create separate calendars for each on-call team or service. Other organizations create different calendars for each hotline they run. You can route calls according to different calendars. For example, callers press 1 to speak to team A.
›How does call routing work in on-call scheduling software?
Helpline Software routes calls according to your on-call schedule. When a call comes in, it sends it to your primary. If the primary can’t answer, it routes the call to your scheduled backups. Any edits to the calendar are instantly applied to call routing.
›How much does Helpline Software cost?

Helpline Software offers custom pricing. Talk to sales to get a quote for your line. You can also see our different package tiers.

›Is Helpline Software easy to use?
Yes. The system is designed to be intuitive. You can make schedule changes directly in the calendar by dragging and dropping shifts. We train your team in how to use our software.

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