Telerecovery Voice (Phone Calls)

The voice functions of the telerecovery services module uses the assigned telerecovery phone number for staff and organizations to make (outgoing) and receive (incoming) phone calls to a participants primary phone number in their participant profile. In order for a participant to receive phone calls, they must have a phone number associated with their participant profile that has "primary" selected. Note: Unlike SMS, telerecovery phone calls do not require the participant's phone number to be a cell phone.

As each staff member and organization has a unique telerecovery phone number, participants are able to receive and make phone calls to and 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 phone call history is 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 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.

Telerecovery voice calls are accessible by staff only from the participant profile telerecovery tab, voice subtab. The participant profile telerecovery tab is used to access SMS, voice, and video communications via their respective subtabs with the an individual participant. The voice subtab allows for phone calls to and from a participant, with phone calls initiated by a staff member always coming from the telerecovery number of the staff signed in to the application and using the interface. New phone calls received from a participant to the unique telerecovery phone number will result in a notification alert to staff (no matter which page of the location they are currently on) who is assigned the number, as well as populate the voice recent calls log UI at the same time. 

Staff may accept an incoming voice call from a participant by selecting the appropriate option from the incoming call alert. Staff may initiate phone calls by navigating to the appropriate participant profile, telerecovery, voice subtab, and selecting "Start audio call". Once a call is connected, staff may either end the call or mute their line using the appropriate buttons. 

While in an active phone call, staff will also see four buttons on the UI that allow for engagement sessions to be initiated. These include brief check-ins, follow-up engagements, care coordination sessions, and discharge sessions. Selecting the appropriate button will open a new browser window that has the new engagement session started for the participant who is being communicated with. Staff may place the new window side by side the voice UI to manage muting and call ending, or return to the voice UI to end the audio call once the session is over. A phone call timer will begin at the start of a phone call and end the moment the call is ended by the staff member.

Please note, participants are not required to have a RecoveryLink account to receive or make phone calls to staff, they only require a phone associated as the primary number on their profile as described above. RecoveryLink Voice is HIPAA compliant - however, organizations are responsible for the conversations and content transmitted while using this feature. It is good practice to use discretion when using voice calls, including verifying who you are speaking with at any given time, and ensuring that you have a participant's permission to call them.

Participant Profile Telerecovery UI, Voice

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