Telerecovery Messaging (SMS)

The SMS functions of the telerecovery services module uses the assigned telerecovery phone number for staff and organizations to send out traditional SMS (i.e., text messages) to a participants cell phone. In order for a participant to receive the messages, they must have a primary phone number associated with their phone number that has "okay to text" selected. 

As each staff member and organization has a unique telerecovery phone number, participants are able to have conversations with any staff member that has access to their profile from the application. This includes assigned peer specialists, all peer care coordinators, all peer supervisors, and all organizational admins. Though each of the above staff can communicate with a participant, no conversations are shared between users or available - meaning they are all uniquely associated with the staff's telerecovery number and unique identifier, and the participant's phone number and unique identifier. Please note that if a peer specialist is unassigned from a participant, all past conversations and call logs will be maintained, but will no longer be accessible by the peer specialist staff (nor is past communication history viewable by the new staff). If this peer specialist is reassigned to the participant in the future, all past communication history is immediately available. Assignment does not effect peer care coordinators, peer supervisors, or organizational admins.

SMS is accessible by staff in two locations once logged into the application. The first is the global "Messages' tab on the primary navigation. The second is from the telerecovery tab on each participant's profile.

The global messages UI is similar to how you access all ongoing text message conversations on a cell phone. Once a message is sent by staff and a reply received from the participant, conversations will automatically populate in the global messages UI. This UI is intended to be a quick access to all previous and ongoing conversations available to a staff member. As new messages are received in any conversation, the UI will update by placing the most recent conversations at the top of the list, and any unread messages in a given conversation bolded to denote an unread message. 

The participant profile telerecovery tab is used to access SMS, voice, and video communications via their respective subtabs with the an individual participant. The SMS subtab allows for messaging to and from a participant, with messages sent always coming from the telerecovery number of the staff signed in to the application and using the interface. New messages received from a participant will result in a notification alert to staff, as well as populate both SMS UI locations (participant profile and global messages) at the same time. Hovering over an individual message will show the exact timestamp it was sent or received.

Please note that while the RecoveryLink SMS interface appears similar to chat messaging, all messages are sent via SMS to the participants eligible cell phone. Participants are not required to have an account to use SMS, they only require an eligible cell phone associated as the primary number on their profile as described above. RecoveryLink SMS is HIPAA compliant - however, organizations are responsible for the messages and content sent and received while using this feature. It is good practice to use discretion when using messaging, including verifying who you are speaking with at any given time, and ensuring that you have a participant's permission to text them (which is denoted by selecting the "okay to text" option when adding a phone number to a participant's profile).

Global Messages UI

Participant Profile Telerecovery UI, SMS

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