About 1097 Helpline
- National AIDS Control Organisation steers HIV/AIDS prevention, Treatment, Education, Sensitization and control programmes in India. 1097 National Helpline has been contributing in making people aware about the prevention and educating people on HIV/AIDS. Apart from educating and counselling people who call up to the helpline, the helpline is also enabling people to register their grievances to ensure no one is barred from the services they are supposed to get. Directory information has also empowered people to just reach the helpline and take information on ICTC and ART locations no matter what their language is.The helpline is now well-connected to all the State AIDS Control Societies. SACS teams are being provided with the necessary information and numbers for their respective states.
- The 24X7 national AIDS helpline call centre is a one stop solution for citizens of India for Comprehensive Information on AIDS, counselling services, information directory/referral service and grievance redressal (complaints and feedback escalation). It will be accessible in eight languages — Hindi, English, Telugu, Tamil, Kannada, Marathi, Assamese and Bengali.
Roles in 1097 Helpline
Below are the roles which are associated with 1097 helpline and who have been supporting in assisting Beneficiaries with the help of call canter application
a) Counsellor
A "counselor" on a helpline like this generally refers to a trained professional who offers guidance, support, and advice to individuals seeking help. These counselors often possess expertise in areas like mental health, psychology, social work, or counseling. Their primary role is to listen attentively, provide emotional support, offer guidance, and sometimes give referrals to appropriate resources or services based on the caller's needs.
b) Supervisor
A medical supervisor is an administrator that takes care of all the organizational tasks, such as managing patient records. are certain responsibilities of supervisor which includes
i) Call allocation
ii)Feedback training
iii)Checking campaign
iv)Uploading Guidelines
About C-zentrix
C-zentrix is a development partner who has aligned with Piramal swasthya to provide using their services in 1097 call Centre solutions with the help of C-zentrix App as well as softphone.
C-zentrix App
Centrix App is used to connect the agent ID along with their extension numbers so that agent is able to login 1097 application and once Agent ID is entered agent should click on login. find the screenshot of C-Zentrix app
Softphone
A softphone is a piece of software that allows users to make telephone calls over the internet via a computer or smartphone. It has all the features of a desk phone and typically expands the range of services you can access on a desk phone.
Before login to C-zentrix there is a configuration that needs to be done in the softphone and that is SIP configuration settings and Extension number has to be configured which is to be assigned to the particular agent. Kindly find the steps below
- Open softphone
- Click on SIP Account settings
- Click on Properties
Click on Account and enter the below mentioned User details
- Display Name
- Username
- Password
- Authorization Username
- Domain
Under Domain proxy there is a radio button named as Target domain so click on the Radio button and then click on OK
Steps to login to to the Application
- Login to 1097 application in the below mentioned URLhttp://uatamrit.piramalswasthya.org:8080/1097ui-v1.0/
- Enter Username and password and click on Login
Once the user login into the application then we can choose one role from the 1097 dropdown, and it should be either
a) Counsellor
b) Supervisor
After clicking on Counsellor 1097 dashboard will open and there are list of functionalities which are as follows
i)Call duration
It denotes the duration of the call taken by each counsellor and it is mentioned in hours, minutes and seconds.
ii)Break time
Break time is the total break taken by the counsellor during their shifts and it is also mentioned in hours, minutes and seconds
iii)Free time
Free time is mainly when the Beneficiary is in idle and they are not taking any calls at that time
iv) Total calls
Total calls are the calls taken by the beneficiary on the particular day and it will also show the total calls when the Beneficiary is in current call .
Here it is divided into two types of calls
i) Inbound calls
An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers.
ii) Outbound calls
An outbound call is an outgoing call made by a call center agent to a prospect to generate their interest in a company's product or service — or close a sale. The people who make the outbound calls are usually sales or customer service representatives.
Alerts and Notifications
Alerts and notifications are messages or signals generated by systems, applications, or platforms to inform users about specific events, updates, or occurrences. They serve the purpose of drawing attention to important information or actions that might require user intervention or acknowledgment.
1) Alerts
Alerts are typically used to signify urgent or critical information that demands immediate attention. They can be triggered by various events such as system errors, security breaches, critical updates, or emergencies. Alerts are designed to grab the user's attention promptly and often require immediate action or response.
2) Notifications
Notifications are messages or updates that inform users about various activities or events of interest, but they might not require immediate action. These could include updates on new emails, messages, social media interactions, reminders, upcoming events, or any other relevant information that the user has subscribed to receive.
3) Office Bulletin
An office bulletin is a written or electronic communication typically used within an organization to disseminate important information, updates, announcements, or news to employees. It serves as a centralized means of sharing relevant details such as policy changes, upcoming events, reminders, achievements, employee recognitions, safety protocols, or any other pertinent information that needs to reach the entire workforce.
Training Resource
Training resource is the knowledge transfer document which is given to new agent who has recently joined and is undergoing training and it gives information about
a) How to communicate with Beneficiaries on particular scenarios
b) How to refer Beneficiaries in hospital.
c) How to provide beneficiaries heath or disease related information.
Here this document is also a reference for the agent who are in Idle and not taking any calls and they can use this Document for their reference
Once login to Application Agent has to dial extension number from the softphone and then click on the calling Icon
Below are the steps to be followed
- Dial 40006 and click on Dial mentioned in green color
- Enter password which is 123456 followed by # key
- Once the Agent or counsellor logs in the Beneficiary registration screen will open
Create /Search Beneficiary
Have you called earlier
- After login to the Registration page, we will get an option to search existing beneficiary with the help of Beneficiary ID by clicking yes or we can also register a new beneficiary by clicking No.
Advanced Search
Advanced Search is the tab where the existing Beneficiary can be searched with the following fields such as
a)First Name
b)Last Name
c)Gender
d)State
e)District
f)Taluk
After clicking on search, it will search the Beneficiary with all further details
Search with Beneficiary ID
Here the existing Beneficiary can be searched with the Beneficiary ID and Beneficiary details of other service lines can also be searched in 1097 such as TM, MMU,104 and ECD.
Retrieve all
Retrieve all is the tab where all the beneficiaries listed will be displayed in the system and below is the screenshot for the reference
Registration Form
After clicking No the Registration form will open where the Basic details of the Beneficiary details will entered by the counsellors such as
a) Title
It indicates whether the person is Mr,Mrs or Sir or Madam
b) First Name
c) Last Name
d)Gender
e) Date of Birth
After selecting Date of birth, the Age and Age unit will automatically reflect on the screen
f) Age
After selecting Age, the Date of birth and Age unit will automatically reflect on the screen
g) Age Unit
It Indicates whether the age of the Beneficiary is in Days, Months or years.
h) Marital status
It is a dropdown which gives an option to select whether it is Married, separated, Unmarried or Not applicable
i)Select Caste
It is a dropdown which gives an option to select the caste of the Beneficiary whether it is general ,OBC ,BC or OC
j) Relationship
It is a dropdown from where the relationship of the Beneficiary can be selected and it can be Brother, Daughter, Father or Friend.
Here there are certain Mandatory fields which should be entered and below are the Mandatory fields
a) Gender
Once all the details are filled it gives an option to move to the “Next screen” and the next screen which are
a) State
b) District
c)Taluk
d)Street panchayat/village
e) Pin-code
f)Alternate numbers
g)Preferred language
Here there are certain Mandatory fields which should be entered and below are the Mandatory fields
a) State
b) District
Generate
- Once clicking on generate the Beneficiary ID of the beneficiary will be created by the counsellor and below is the screenshot for the reference
Send SMS
- Here SMS of the Beneficiary ID will be sent to the Beneficiary ID
- It can also be sent to the Alternate number by clicking on the check box Alternate number and after entering the Mobile number the SMS will be sent to the Beneficiary
Provide Services
These are the services which is being provided to the beneficiaries and those services are divided into following categories which are
a) Information services
b) Counselling services
c) Referral services
d) Feedback system
New Information
- If Beneficiary is suffering from some ailment or if they are suffering from fever, then Counsellor will open documents and read the information
a) Information services
- Once clicking on New Information, it will take to the “Information services page “where counsellor gives information about different services by selecting the category as “Information category” and subcategory as “Subcategory Information”
Get details
- This tab is used to open the documents related to Information services by selecting Category as well as Subcategory
Under Category we will select it as Information category from the dropdown and under select subcategory select “Subcategory Information.
b) Counselling services
- It generally refers to a phone service where individuals can seek emotional support, guidance, and counseling from trained professionals or volunteers. These services are often dedicated to providing assistance for various issues such as mental health concerns, emotional distress, relationship problems, crisis intervention, and more.
a)New counselling
- The New Counseling Services program on the AIDS Helpline aims to provide comprehensive support and guidance to beneficiaries affected by HIV/AIDS. This document outlines the various counseling services available, their objectives, and the procedures for beneficiaries to access these crucial resources.
After clicking on counselling services there are two fields which are
a) Select Category
b) Subcategory
Get details
- This tab is used to open the documents related to counselling services by selecting Category as well as Sub category
c)Referral services
- After clicking on “New referral” it will give details the higher health centres where the Beneficiaries can be referred to those particular centres where they need additiona support
For example:-It can be a blood bank
The referral services can be given by selecting the following categories which are
a)State
b)District
c)Sub district/taluk/block
d)Information required (Directory)
This dropdown will show the list of name referral centres which are listed as per the screenshot
Sub-category
- Sub-category will have the dropdowns which is used to select type of Referral centers such as Blood Banks or OST Centers and after clicking on “Sub category” the list of Referral centers can be seen and below is the screenshot for the reference
d)Feedback system
- In Feedback system Beneficiary gives information about the services, counsellors as well as the challenges.
a) Feedback id
The feedback of the existing Beneficiary can be searched with the help of existing Beneficiary can be searched
Create feedback
Create feedback is to create new feedback of the Beneficiary and beneficiary will give details of their experience through the call flow and below are the fields which are part of the feedback and that are as follows
a) State
b) District
c)Sub district/taluk/block
d)Institution Name
e) Designation
f) Feedback type
g) Incident date
h) Severity
It is the priority or Emergency of the feedback services and here the feedback is prioritized based on the severity of the Beneficiary
Feedback Description
- The aim of collecting feedback in 1097 helpline is to continuously improve services, ensure customer satisfaction, and meet the diverse needs of callers efficiently. This process helps in maintaining and enhancing the quality of assistance provided through the helpline.
Other details
- After clicking on Next it will directly go to “Other details “ page where the other details of the Beneficiaries are entered such as
1)Occupation
2)Education qualification
3)Sexual orientation
4) Place of work
5) Remarks
6) Is Beneficiary suffering from HIV/AIDS? (Captured only <if caller voluntary forms)
Here it captures whether Beneficiary is suffering from HIV/AIDS, and it has following dropdowns which are
a) Yes
b) No
c)Not disclosed
7)How did you come to know about the services?
Here there are different options in the form of checkbox that comes under “About our services ”
a)Pamphlet
b)Radio
c)Television
d)Family and Friends
e) Healthcare worker
f) Others
g) News papers
h) Not disclosed
Closure screen
If the Beneficiary does not want to proceed further In Registration screen and directly wants to close the call then click on closure screen and it will take to closure page where counsellor will directly go ahead to wrap up the call without giving any services if Beneficiary is not availing for any service and it will also have following features which are mentioned as per the below screenshot.
Call details
- Call details will have the following dropdowns which are as follows
a)Call type
- Call type is the type of call and it is categorised into
i)Transfer
- After selecting the option transfer the call can be transferred to same counselling officers in different campaigns and based on selection of transfer the “Call sub type” has to selected as Different language and “Campaign Name” will have following dropdowns such as CO_1097, H_1097_CO_IN and below is the screenshot for the reference.
ii)Valid
- It is a valid call, and complete service is given to the Beneficiary and after selecting “Call type” as valid then “call sub type” will show the dropdowns such as Disconnected call, serviced call or silent call and it will have Remarks column and below is the screenshot for the reference
iii)Invalid
- An "invalid call" typically refers to a phone call or communication that is not properly placed or fails due to various reasons and after selecting Invalid the “Call subtype” will have option of “Missed call” and Remarks will become blank
Cancel
- Cancel will go back to the Beginning of the Registration page and it is applicable for all the modules.