Helpline Service - Overview
What is the Helpline Service?
The openCHS Helpline Case Management System is a comprehensive, production-ready platform designed for child protection helplines, crisis centers, and call management services. It provides integrated case management, multi-channel communication handling, and AI-powered analytics to improve response efficiency and decision-making.
Core Purpose
Transform how helplines operate by providing:
- Integrated case management with automated workflow
- AI-assisted processing for transcription, translation, and analysis
- Real-time dashboards for supervisors and managers
- Data-driven insights for child protection decisions
- Multi-channel support for calls, SMS, and web messages
Key Features
Case Management
- Create and track cases with detailed information
- Automatic case categorization and risk assessment
- Timeline tracking of all interactions
- File and document attachments
- Case status workflow (New → In Progress → Closed)
Client Management
- Maintain comprehensive client profiles
- Track contacts and relationships
- Manage reporter and perpetrator information
- History of all interactions with clients
Communication Handling
- Phone/VoIP Integration: Direct call handling with real-time transcription
- SMS Support: Send and receive SMS communications
- Multi-channel Unified Inbox: View all communications in one place
- Message Archiving: Complete communication history
Agent & Team Management
- User roles: Agent, Supervisor, Admin
- Granular permission controls
- Agent availability tracking
- Call queue management
- Performance monitoring
Dashboard & Analytics
- Real-time call statistics
- Agent performance metrics
- Case load distribution
- Response time tracking
- Data visualization and reporting
AI Integration
When connected to the openCHS AI Service, the Helpline gains:
- Automatic transcription of phone calls
- Real-time translation between languages
- Entity extraction (names, locations, dates)
- Case classification and risk scoring
- Call summarization for case notes
- Actionable insights for decision-making
Technology Stack
| Component | Technology |
|---|---|
| Backend API | PHP REST API |
| Frontend | PHP, HTML, CSS, JavaScript |
| Database | MySQL 8.0+ |
| Web Server | Nginx |
| Containerization | Docker & Docker Compose |
| AI Services | Python, FastAPI, Celery, PyTorch |
System Architecture
┌─────────────────────────────────────────────────────────┐
│ Nginx (Reverse Proxy) │
└─────────────────────────────────────────────────────────┘
↓
┌──────────────────┴──────────────────┐
↓ ↓
┌──────────────────┐ ┌──────────────────┐
│ PHP Frontend │ │ PHP REST API │
│ (Web UI) │ │ (Backend) │
└──────────────────┘ └──────────────────┘
↓
┌──────────────────┐
│ MySQL 8.0 │
│ (Database) │
└──────────────────┘
┌─────────────────────────────────────┐
↓ ↓
┌─────────────────────┐ ┌──────────────────┐
│ VoIP/Phone System │ │ AI Pipeline │
│ (Optional) │ │ (Optional) │
└─────────────────────┘ └──────────────────┘Deployment Modes
Development
- Local Docker setup for testing
- Hot-reload enabled
- Debug logging
- Sample data included
Staging
- Full containerized deployment
- CI/CD pipeline integration
- Automated testing
- Access at:
http://192.168.10.119/helpline
Production
- Scaled container architecture
- Load balancing
- Backup and disaster recovery
- SSL/TLS encryption
- Full audit logging
Use Cases
Child Protection Services
- Receive and triage crisis calls
- Create and manage child protection cases
- Coordinate with field teams
- Document interventions and follow-ups
Crisis Hotlines
- 24/7 call center operations
- Emergency case handling
- Rapid response coordination
- Real-time supervisor oversight
NGO Case Management
- Client intake and assessment
- Service delivery tracking
- Outcome measurement
- Impact reporting
Healthcare Facilities
- Patient intake
- Appointment management
- Follow-up tracking
- Service coordination
Key Benefits
✅ Centralized Management: All cases, contacts, and communications in one system
✅ Efficiency: Automated workflows reduce manual data entry
✅ Quality: AI-assisted analysis improves case quality
✅ Visibility: Real-time dashboards for supervisors and managers
✅ Scalability: Docker-based deployment supports any scale
✅ Integration: Open API for third-party integrations
✅ Security: Role-based access control and audit trails
✅ Compliance: Supports data privacy and protection requirements
Next Steps
- Get Started: Quick Start Guide
- Deploy: Installation & Deployment
- Configure: Configuration Guide
- Develop: Developer Guide
- Learn: API Reference