Our innovative platform is at the forefront of transforming how call centers handle behavioral crisis situations, ensuring timely and accurate care alignment for those in need. The BHL Platform quickly identifies and matches each individual with the optimal care pathway.
Tailored for Precision and Partnership
Crafted from the ground-up with insights from field experts and compliant with the latest 988 data protocols, our solution is designed for precision. It promotes a partnership approach, enabling call center agents and callers to engage in meaningful conversations and collaborative problem-solving.
Proactive Emergency Preparedness
Our sophisticated system is designed for proactive response, incorporating crucial situational details such as household dynamics, potential safety risks, and more. This ensures that each emergency response is precisely tailored, enhancing the overall safety and effectiveness of the intervention.
Seamless Resource Integration
Our commitment ensures seamless integration with the most relevant and accessible care resources, underpinning safety and support from the first contact to ongoing care coordination. This includes follow-up arrangements, comprehensive safety plans, and the facilitation of necessary assessments.
Adaptable Care Coordination
Adaptability is key in our approach to care coordination. Our platform offers unparalleled flexibility in managing care episodes, allowing for modifications or the initiation of new care paths for individuals under a single identifier. This approach reduces duplicate entry and guarantees a consistent care experience.
Enhanced Agent Empowerment
Our commitment ensures seamless integration with the most relevant and accessible care resources, underpinning safety and support from the first contact to ongoing care coordination. This includes follow-up arrangements, comprehensive safety plans, and the facilitation of necessary assessments.
Information is conveniently grouped within menus that the crisis call center staff can freely navigate based on the natural flow of the conversation. Â
The BHL Platform assessment scales are comprehensive and fully aligned with 988 requirements, industry-wide best practices, current research, and guidance from national experts in risk and level of care assessments.
The platform is designed to efficiently facilitate collaboration with the individual in planning their continuing care, generating a range of available options based on their assessed needs, their preferences and capabilities, available local services, and your agency’s protocols.
With call center best practices baked into its DNA, the platform acts as a real-time coaching aid for counselors regardless of their experience, reinforcing consistent, effective care for serving people in crisis.
Consumer satisfaction surveys, complaint tracking toward resolution, and counselor performance monitoring scales can be built into the platform to better assure quality call center services.
With so many contact center staff working remotely and often in need of immediate and frequent support, this platform is built to optimize contact between counselors and their supervisors in real-time, as well as enhance connection and feedback with each other over time.
