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01/ Overview

As COVID-19 spread rapidly across the world, it made a colossal impact on many countries. To help cope with the mental health during this time, Al Manal Humanitarian in partnership with Dubai Women Establishment and Dubai Healthcare City launched an initiative, ReacHer, to provide support for women in collaboration with a selection of mental health practitioners, including psychologists, psychiatrists, and therapists.

02/ Scope

The initiative comprises a WhatsApp number through which women reach out to mental health practitioners. They can further go on to book sessions either via a telephonic phone call or video-conference.

ReacHer Dubai


03/ Requirement

The initiative comprises a WhatsApp number through which

The ReacHer initiative was broken down into 2 phases:

  1. Setup of a 24/7 Whatsapp helpline
  2. Microsite – to increase awareness and increase engagement

04/ The Setup

GTECH helped set up a Whatsapp messaging platform that could be used by operators who were divided into teams of First Responders and Doctors. The platform was configured to enable a Whatsapp Business account which could be accessed by operators from different parts of the city.

05/ Message Management

GTECH helped set up a Whatsapp messaging platform that could be used by operators who were divided into teams of First Responders and Doctors. The platform was configured to enable a Whatsapp Business account which could be accessed by operators from different parts of the city.

06/ Security

Due to the sensitivity of the conversations held between the operators and users, the platform is accessible only to pre-screened authorized personnels from Dubai Healthcare City.

07/ Offline Capability

Due to the sensitivity of the conversations held between the operators and users, the platform is accessible only to pre-screened authorized personnels from Dubai Healthcare City.

08/ Security

n auto-response message is sent to clients who reach-out via the WhatsApp number out of working hours. All messages received while operators are offline are listed separately.

09/ Communication management

First responders have the ability to add notes/comments against a user while assigning them to a doctor, in the process giving the doctor a background on initial conversation. The notes can also be used by first responders to keep track of users who required a followup.

10/ Reports & Analytics

The messaging platform generates reports based on

  • Average time taken to reply to response
  • Active operators
  • Average time taken by each operator to respond to messages
  • Number on incoming messages per day
  • Number of new clients
  • Number of recurring clients
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