PROBLEM
Postpartum Support International (PSI) operates the National Maternal Mental Health Hotline (1-833-TLC-MAMA) on behalf of the Health Resources and Services Administration (HRSA). The hotline provides free, confidential, 24/7 call and text support to pregnant and postpartum people and their families, staffed by trained counselors.
As a federal program, the hotline’s contact center had to meet HHS security requirements and receive an Authority to Operate, while giving counselors real-time tools and giving HRSA reliable program reporting.
WHAT WE DID
Vectr Solutions designed and implemented the hotline’s contact center on Salesforce Service Cloud, integrated with NICE inContact for voice and text, and supported PSI and HRSA through the federal security authorization process. Vectr continues to support the platform through Managed Services.
Key Capabilities Included:
- Integrated call and text handling: NICE inContact connected to Service Cloud so every contact arrives as a case with full context
- Real-time case management: counselors capture data during the conversation, access resources and referrals, and collaborate with other counselors
- Anonymous access: help-seekers can reach a counselor without identifying themselves
- Automated surveys: post-interaction and demographic surveys built into the workflow
- Federal program reporting: reports and CRM Analytics dashboards for PSI leadership and HRSA program requirements
- Security and compliance: access controls, change management, and documentation supporting the HHS authorization
OUTCOMES
- Supports a hotline that has answered more than 89,000 calls and texts since its May 2022 launch (HRSA public data, through December 2025)
- Enables 24/7 operations in English and Spanish, with counselors working from anywhere in the U.S.
- Gives PSI and HRSA accurate contact volume, demographic, and trend data for federal reporting and round-the-clock staffing
