Hosted by TechSoup on May 25, 2022. https://events.techsoup.org/e/mrj57q/ Nonprofits need to meet their client’s needs, no matter where they are. And increasingly the “where” is on mobile devices. How can Mental Health & Crisis Intervention organizations use texting, WhatsApp, and chatbots in a scalable way? In this webinar nonprofits share how they are offering personalized and timely support for their clients. FEATURED APPS AND ORGANIZATIONS Aselo, from Tech Matters - a cloud-based, open-source modern contact center system for child helplines, connecting young people on platforms they use with help. Trans Lifeline - a trans-led organization that connects trans people to the community, support, and resources they need to survive and thrive. The Trevor Project - Creating a best-in-class user experience for youth in crisis and counselors using Twilio Flex + Salesforce.

1. Public Good App House:
How Mental Health and Crisis
Intervention Organizations Use
Mobile Apps
May 25, 2022

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Public Good App House Guest Experts
Dee Luo
Tech Matters
Kieran Patel
Trans Lifeline
John Callery
The Trevor Project

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Dee Luo
@TechSoup #publicgoodapphouse
Tech Matters

8. Dee Luo
May 25, 2022
ASELO: A MODERN
CONTACT CENTER FOR
CHILD HELPLINES

9. Helping the World’s Children.
25+M
Calls received annually by
child helplines
90+%
Voice calls as percentage of
total contacts
30+%
Calls that go unanswered due to
lack of resources

10. Partnership
Open source technology tools developed in
partnership with crisis response
Customizable Shared Solutions
Unified platform that can be shared across
helplines, and also customized to each helpline’s
needs
Modern Technology
Enable children to reach help on the
channels that they use most
Aselo
Introduction.

11. Aselo
Interface DEMO.

16. ASELO ADDITIONAL FEATURES
Localization
Aselo interface can be translated
to the helpline’s primary language
Automated Messaging
Operating hours, welcome and
goodbye messages, and data
collection consent
Integrated Reporting
Built-in integrations with Child Sexual
Abuse Material online reporting
portals
Expanding in Crisis Response
Implemented for gender-based violence
helplines and online abuse reporting
hotlines
Customizable Triaging
IVR/ITR triaging based on the service
requested or child’s preferred language

17. Thank
You Please email us if you would
like a demo
or want to know more!
dee@techmatters.org
contact@Aselo.org
www.Aselo.org

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Kieran Patel
@TechSoup #publicgoodapphouse
Trans Lifeline

19. 19
Trans Lifeline’s
Hotline
Dashboard

20. Our Problem:
Creating a peer
support hotline
divested from
police
How can tech infrastructure
support our policy of Informed
Consent?
20

21. Our Approach
& Solution:
Building tech
around our
values
Hotline infrastructure that not
only supports our values, but
can’t be used alternatively
21

22. 22
DEMO: What happens when
someone calls the hotline?

23. 23
123-456-7890
CALLER
123-456-7890
“orange plate guitar”

24. 24
123-456-7890
CALLER
OPERATOR
111-222-3333

25. 25
IP Address
CALLER
IP Address
25
OPERATOR

26. 26
QA/LEADERSHIP
26
OPERATOR

27. Call to Action:
Honor the autonomy of those in
crisis
Focus on community, not cops
Build tech intentionally
27

28. Thank you!
28

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John Callery
@TechSoup #publicgoodapphouse
The Trevor Project

30. Twilio Flex +
Salesforce
PREPARED MAY 2022
Creating a best-in-class user experience for
youth in crisis and counselors

31. The Trevor Project is the world’s largest
suicide prevention and crisis intervention
organization for LGBTQ young people.
Our mission is to end LGBTQ youth suicide —
and it is urgent.
3
1

32. By leveraging Flex's
best-in-class interface,
we can optimize and
create the best
counselor experience to
support more LGBTQ+
youth in crisis.
“”
Tuvinh Vuong, Head of Product & UX
32

33. Youth Experience
01.
AKA, “Customer” Experience

34. 3
4
The customer
experience already
looks great, right out of
the box

35. 3
5

36. Counselor
Experience
02.
AKA, “Agent” Experience

37. 3
7
Flex embedded in
Salesforce using CTI
integration

39. 39

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42. 42

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44. 44

45. Supervisor
Experience
03.

46. 46

47. 47

48. Until next time!

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@TechSoup #publicgoodapphouse
Q&A

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