Powered by Smartsupp
Case study • psychological support helpline (Poland)

Dobra Wola Association — a psychological support helpline on a cloud PBX with IVR

A dedicated helpline open 7 days a week (10:00–22:00), built on a cloud PBX , IVR routing to therapists, professional announcements and an admin panel with user authorisation. Since launch, hundreds of people have received professional help free of charge.

Scope: Support helpline 7 days a week
Hours: 10:00–22:00
Solution: cloud PBX + IVR + recording
Book a consultation See the call center system

Dobra Wola Association (public benefit organisation)

A public benefit organisation supporting children, young people and adults with intellectual disabilities and their families. National and local projects, including a unique fire brigade team and the Dobra Wola Farm.

Non-profit Helpline with IVR VoIP Call recording
Scope
Psychological support helpline
Opening hours
7 days a week, 10:00–22:00
Solution
Cloud PBX + IVR + recording
Result
Hundreds of people helped free of charge
Project summary

A psychological support helpline with cloud PBX and IVR

Dobra Wola Association (public benefit organisation) has worked for years to improve the lives of children, young people and adults with intellectual disabilities and their families. In 2021, with Debesis and with support from PFRON (the Polish State Fund for Rehabilitation of Disabled Persons), it launched a psychological support helpline on a cloud PBX, with IVR routing to therapists, recorded announcements and an admin panel with user authorisation.

The line is open 7 days a week, 10:00–22:00, handling several dozen calls a month on average — since launch hundreds of people in need have received professional help free of charge.

About the customer

The Dobra Wola Association

Dobra Wola Association runs a wide range of social activities: summer and winter camps with therapists and volunteers, a fire brigade team of people with intellectual disabilities — unique in Europe, the annual festival “Wolpreza Dobrej Woli”, and the Tataspartakiada under the honorary patronage of the First Lady of Poland.

It is also developing the Dobra Wola Farm — an ecological residential complex for adults with intellectual disabilities, providing safety, support and social activation.

Context and challenge

How to make specialists easy to reach?

The pandemic deepened isolation and made specialists harder to reach. The association needed a way to provide safe, remote psychological help for families and people with disabilities.

Key requirements:

  • an easy, dedicated helpline number for help,
  • IVR routing callers to the right therapists,
  • professional announcements and opening-hour handling,
  • call recording (quality, training, safety),
  • an admin panel with access control and an activity log.
Project goals

Availability, safety and comfort for callers

Together with Debesis, four main goals were set:

  • launch a support helpline open 7 days a week, 10:00–22:00,
  • provide IVR routing to therapists and experts,
  • introduce recorded announcements, call recording and an admin panel with authorisation,
  • increase availability and a sense of safety for carers and people in need.
Scope

From the helpline number to the admin panel

Dedicated helpline number: +48 22 699 99 95 — easy to remember and used in all the association’s materials.

Cloud PBX with IVR — a menu of choices and routing to therapists by topic.

Professional voice announcements with opening-hour logic (duty hours, breaks, next steps).

Call recording — supporting quality, safety and training.

Admin panel z user authorisation and an activity log. The helpline launched in April 2021, built on Debesis and supported by PFRON.

Rollout process

From needs analysis to go-live

Needs analysis — agreeing call types, peak hours and team structure.

IVR design — simple choice paths and routing rules to the specialists on duty.

PBX configuration — announcements, schedules, call recording and user permissions.

Testing and training — checking flows, training the team and launching the admin panel.

Go-live and stabilisation — monitoring quality, adjustments and new scenarios.

Sample scenarios

How the helpline works in practice

Psychological support — the caller picks a topic in the IVR and is connected to the therapist on duty (10:00–22:00), who provides support and arranges further consultations if needed.

Specialist advice (care, paperwork) — the IVR routes to the right person, and announcements explain opening hours and next steps.

Quality and safety — recordings are used for training and improving standards, with security and confidentiality rules observed.

Results

Constant availability and real support for hundreds of people

Constant availability: 7 days a week, 10:00–22:00 — fast access to support without an in-person visit.

Several dozen calls a month; since launch, hundreds of people have received free help.

A professional image and a sense of safety among people with disabilities and their families, thanks to organised, predictable phone service.

Helpline open 7 days a week, 10:00–22:00; hundreds of people helped free of charge
Dobra Wola Association – logo
“In launching our first helpline for people with disabilities… together with Debesis we created a product that meets the needs and expectations of a fast-changing reality. We recommend Debesis as a partner in social initiatives.” (translated from Polish)
Jacek Zalewski, Dobra Wola Association, 22 July 2022

CONTACT · DEBESIS · 24H RESPONSE

Contact Debesis

Get in touch — we will advise and show our solutions in practice

Have questions about the ticketing system, voicebots, call transcription or customer service automation?


Or would you like to book a free demo of Debesis?

👉 Contact us directly — we respond quickly and clearly.

👉 We'll advise how our solutions can improve customer service in your company.

Want to know who we are? Visit our About Debesis page.

Office and sales
+48 22 699 99 09 · biuro@debesis.pl
Mon–Fri · 08:00–16:00 CET

Help desk for customers
+48 22 699 99 00 · helpdesk@debesis.pl
Mon–Fri · 08:00–19:00 CET · in English and Polish

Helps us personalize the contact.

The data controller is Debesis Sp. z o.o., ul. Geodetów 176, 05-500 Piaseczno, Poland. See the privacy policy for details.

Menu

From the family

Contact

About us

Debesis builds systems that automate ticket and complaint handling for companies in e-commerce, travel and hospitality, automotive, healthcare, transport and logistics, field service and IT.

Free consultation
Terms & policies

Debesis Sp. z o.o. · ul. Geodetów 176, 05-500 Piaseczno, Poland · KRS 0000418979 · VAT ID PL7931624781 · REGON 180840298 · share capital PLN 5,100.00
Imprint · © Debesis 2026 – All rights reserved