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

Helpline Software

Volunteer Scheduling for Nonprofit Helplines

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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
Verity
SARC - Sexual Assault Resource Center

Keep Every Shift Covered

Let volunteers pick up open shifts. Use auto or manual approval for shift requests.

Create repeating shifts. Make bulk schedule changes instead of editing one shift at a time.

Helpline Software's integrated platform routes calls and texts to the scheduled volunteer, then to backups if they don't answer.

Change the schedule, and call routing updates automatically.

Young woman working in a modern call center environment, engaging in conversation via headset
Helpline Software lets you schedule volunteers easily and updates call routing automatically.
Dynamic on-call scheduling and shift management updating live call routing
Helpline Software instantly updates call routing when your schedule changes.

Cover Last-Minute Gaps

A volunteer can't make their shift? Open it for another volunteer to pick up.

Use auto-approval for fast coverage updates.

Once the shift changes, call routing changes with it.

No group emails. No updating a separate call list. No fixing coverage at 3 a.m.

Stop Scheduling One-by-One

Create repeating shifts instead of rebuilding the same schedule every week.

See all your shifts in one calendar.

Edit a day, week, or group of shifts at once. Split shifts. Move them.

For easier hotline volunteer scheduling.

Creating and editing volunteer shifts in bulk in the schedule calendar
Helpline Software lets you make bulk edits for easy volunteer scheduling.
Auto or manual approval for volunteer shift requests
Use auto or manual approval for shift requests with Helpline Software.

Let Volunteers Self-Schedule

Volunteers can see open shifts and request the ones they want.

Including from their phones.

Admins can still assign and change shifts when needed.

Helpline can send volunteers automatic shift reminder texts.

Want to see how Helpline's integrated platform coordinates on-call volunteers? Get a demo.

Route Calls by Schedule

Assign a primary and backup for each shift.

Calls go to the scheduled primary first.

If they don't pick up, Helpline Software routes the call to the backup.

Change a shift, and the new routing applies automatically.

Schedule-based routing sending calls to the scheduled volunteer and backups
Helpline Software automatically sends calls to the right scheduled volunteer.

See How It Works

Just input your schedules, and watch the calls route automatically.

Nonprofit pricing for support lines, hotlines, and crisis lines

Nonprofit Pricing

Helpline Software offers special pricing for registered 501(c)(3) nonprofits. Talk to our team to find a cost-effective plan that fits your needs and budget.

Get nonprofit pricing

Splitting and dragging volunteer shifts in the schedule calendar
Helpline Software's customizable schedules work with your call flow.

Build Schedules Your Way

Create separate schedules for volunteers, staff, or response teams.

Set different hours and shift lengths for each schedule.

Run your schedule the way your program actually works.

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.

Protect Your Team's Time

Set exactly who gets called first, second, and only as a last resort.

Helpline Software follows your escalation order automatically.

Your whole team doesn't need to be on call just because one person is unavailable.

Track volunteer talk time for payroll. Prevent burn out by reviewing call loads.

Burnout dashboard showing volunteer shift hours and talk hours
Helpline Software shows you volunteer shift and talk hours to help prevent burn out.

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

FAQs

›Can volunteers choose their own shifts?
Yes, volunteers can choose their own shifts with Helpline Software. Volunteers can see open shifts and request the ones they want, including from their phones. You can automatically approve shift requests or require administrator approval.
›What happens when a volunteer cancels at the last minute?
When a volunteer cancels at the last minute, you can open their shift for another volunteer to pick up. Once the schedule changes, Helpline Software automatically updates call routing to follow the new coverage.
›Can we approve volunteer shift requests before they go live?
Yes, administrators can approve volunteer shift requests before they go live. You can choose automatic or manual approval, and administrators can also assign, move, or change shifts when needed.
›Does call routing automatically change when the volunteer schedule changes?
Yes, call routing automatically changes when the volunteer schedule changes. Helpline Software uses your live schedule for routing, so an approved shift change updates who receives the next call.
›What happens if the scheduled volunteer does not answer?
If the scheduled volunteer does not answer, Helpline Software can automatically route the call to a backup. Software can customize a fallback path if no one responds, such as offering a callback request or alerting a supervisor.
›Can we create recurring volunteer shifts?
Yes, you can create recurring volunteer shifts with Helpline Software. Create repeating shifts instead of rebuilding the same schedule every week, and edit, move, split, or update groups of shifts in bulk.
›Can we manage different volunteer teams or schedules separately?
Yes, you can manage different volunteer teams and schedules separately. Create different schedules for volunteers, staff, or response teams. You can set different hours, shift lengths, and coverage rules for each.
›Can volunteers take hotline calls on their personal phones?
Yes, volunteers can take hotline calls on their personal phones with Helpline Software. Calls can route from your shared hotline number to the scheduled volunteer while protecting personal phone numbers.
›Do we need separate volunteer scheduling and call-forwarding tools?
No, you do not need separate volunteer scheduling and call-forwarding tools with Helpline Software. Scheduling and call routing work together, so changing coverage once automatically updates who receives calls.
›Can administrators change the volunteer schedule after launch?
Yes, administrators can change the volunteer schedule at any time. Administrators can update schedules, assignments, and routing as volunteer availability and program needs change.

See How Volunteer Scheduling Would Work for Your Hotline

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