Digital & Telephony Solutions
Digital support hub.
Lena’s award-winning online Support Hub, developed in collaboration with Ulster University, is an innovative mobile-enabled web-based platform.
The Hub brings together a suite of low intensity wellbeing, psychoeducational and facilitated self-help interventions, including a range of guided self-help programmes underpinned by cognitive behavioural therapy.
Lena analyses how the Hub is used (eg. pages most visited, tools most used) to tailor future content, as well as to inform employee targeted communications and campaigns.
Relaunched in April 2023 with fresh content and new functionality the Hub includes features such as:
- A wellbeing information library
- Personalised dashboard (including mood and sleep trackers and a gratitude diary)
- ‘Five ways to wellbeing’ (Connect/Be active/Take notice/Keep learning/Give) database
- Guided self-assessment via ‘iHelpr chatbot’
- CBT based self-help courses and digital interventions for situational stress, anxiety, depression and self esteem
- Live webchat with a wellbeing advisor
- An ‘Add Me’ referral form to facilitate rapid online access to therapy
Lena’s Support Hub is provided as a key element of our EAP (Employee Assistance Programme) and SAP (Student Assistance Programme) but is also available as a standalone product.
Helpline.
Lena provides customers with a dedicated 24-hour/7-days a week/365-days a year confidential, freephone, helpline staffed permanently by a mix of qualified, experienced call agents and counsellors. This comes as standard for our EAP and SAP customers.
Helpline staff are all Ireland based, English-speaking, and experienced in assessing, managing, and minimising risk. They provide immediate advice, support, and counselling to end-users in a sensitive and empathetic manner.
Referrals are prioritised based on risk, with urgent cases referred for a follow up appointment to take place within 24 hours. Routine/non-urgent cases are offered a first appointment within 7 working days of their initial contact. Appointment confirmation and changes are also supported by a text reminder service.
Lena (via its parent organisation Inspire) is a member of the Helplines Partnership, meeting the criteria set by the partnership on agreed good practice standards for the provision of a helpline service.
Information service.
Lena provides a multi-channel (telephone/email/webchat) information service on behalf of the Scottish Action for Mental Health (SAMH).
Lena also provides SAMH with bespoke dashboard reporting detailing usage and trends, as well as meeting them regularly to review performance, and make service improvements.
From the point of first contact, our Call Agents carry out an initial assessment in a conversational style whether by phone, email or webchat. Having discussed all relevant needs, the Agent then helps the client to consider the options available to them.
Our Call Agents are experienced professionals trained in using compassionate dialogue to provide immediate emotional support, ensuring that users of the information service are guaranteed a positive and supportive experience.
If you are interested in Lena designing and delivering a similar type of call handling/data processing information service on behalf of your organisation, please don’t hesitate to get in touch.