Driving innovation in the health domain through technology, supporting organizational productivity
and the health management of the individuals who work there
Making Use of Diverse Consultation Channels
We provide an environment where you can consult through a variety of channels, including phone, online, social media, email, in person, and the metaverse.
Users can access the channel that suits their situation and mood.
We have built a mechanism that is easy to use for consulters with diverse backgrounds and circumstances.
MULTI-CHANNEL SUPPORT
Multi-channel
We have set up multiple consultation means tailored to the user’s situation and environment, such as phone, email, online, and in person.
By building a system where anyone can access appropriate support when they need it,
we help bring reassurance and problem-solving to the local community.
An easy-to-use
consultation system
Support pathways
tailored to the situation
A support system that
stays close continuously
A multi-channel
consultation support service
To create an environment where each person can consult with peace of mind, we offer a multi-channel consultation support service.
The entry points for consultation are not limited to phone or in-person consultation; we offer a variety of means such as social media consultation, email consultation, online consultation, and on-site consultation.
choose for your situation
These diverse channels each play a role in addressing different needs, and a major feature is that a consulter can use them differently depending on their situation and mood.
every kind of consulter
Because consulters can access support with peace of mind in a way that suits them (the time, the place, and their situation), we expect every kind of consulter to use it with diversity, especially young people, people with disabilities, and those who find it hard to go out due to childcare or nursing care.
(overview diagram)
At our company, we operate with a consultation support structure like the following. The consulter and the consultant respond directly, and the consultation supervisor constantly monitors the consultants’ responses, giving appropriate instructions and guidance. In addition, the operations manager and the consultation supervisor maintain close coordination with the contracting client’s representative, and in carrying out operations, each business staff member is assigned per case to perform their duties—such as the system staff responsible for the various systems needed for consultation support work, training in consultation support, personal information protection, and information security, and the creation of posters and cards by the public relations staff so that the consultation desk is widely used.
Client representativeConsulter● Execution management of all operations
● Safety management
● Instruction and guidance to the consultation supervisor
● Client reporting
● Consultation guidance and advice
● Training support
● Emergency response
● Consultation response
managerConsultation
supervisorConsultant
● System management
● Operation of the consultation system
● Planning and delivery of training plans
● Design and creation of flyers
staffTraining
staffPublic relations
staff
and
swift coordination
among specialists
At our company, no matter which consultation route a consultation comes through, we have established a mechanism that allows records and the support structure to be managed in a unified way. For example, when phone consultation and social media consultation are contracted as the same case, social media consultation allows communication through text and so has a lower hurdle for consultation; on the other hand, information may not be conveyed speedily or may not be communicated well. In such cases, we guide the consulter to the phone consultation desk to continue the consultation, and by making such switches, we realize a response that stays close to the consulter’s feelings.
Conveying information bytext takes timeNuance is hard to
conveyI’ve heard about your situation
from the
social media consultant.
Please tell me more about it.We can also hear your story
through phone
consultation;
how does that sound?Social Media
ConsultantConsultation
SupervisorTelephone
ConsultantCoordinationInstructs the switch
of consultation method
Phone consultation
As a form of consultation work, it has a long history on par with in-person consultation, and it remains a widely used consultation method today.
Immediacy: you can consult right away
Just by making a call, you can consult on the spot without needing to dress up or get ready. Even in emergencies (such as a risk of self-harm or harm to others, or a life-threatening situation), coordination with the relevant institutions can be carried out swiftly.The reassurance of hearing a voice
By hearing the consultant’s voice directly, you can feel a sense of reassurance and closeness that text cannot provide. It is also easy to use for people who are not comfortable with the internet, such as the elderly.Anonymous consultation is also available
Depending on the service, consultation may be anonymous, so even those who feel "I just want someone to listen first" or "I’m anxious about giving my personal information" can consult with peace of mind. It is effective as a desk for people who do not want to be personally identified but would still like to try consulting.
Use cases
- ● Consultations from elderly people
There are times when people feel anxious at night while alone at home. In the case of the elderly, the phone is sometimes used when they want someone to listen, even just a little, to their current pain or worries. - ● Consultations from people not comfortable with the internet
Although social media consultation and email consultation have become widespread, some people do not know how to handle a smartphone and can only use the phone, and so they use phone consultation. - ● Consultations in emergencies
In some cases, simply registering a phone number allows a call with one push, and when there is a risk of self-harm or harm to others, please do not hesitate to contact our desk together with contacting the police or fire department, and we will respond appropriately.
A structure able to handle a wide range of consultations
Rather than fixing a dedicated staff member to a specific desk, we train consultants who can flexibly handle multiple consultation desks. (However, desks that are designated as dedicated by specification are handled on a dedicated basis.) Rather than relying only on the skills and experience of a specific consultation desk, we make full use of experience and response skills across a wide range of areas and desks to appropriately grasp the consulter’s main concern, accurately extract what they are truly troubled by (the main concern), and work to support them so that as much as possible can be resolved within a single consultation.
In-person consultation
By meeting and talking with a consultant directly, we comprehensively assess non-verbal information such as facial expressions and gestures, building careful support and deep relationships of trust.
The reassurance conveyed through expressions and gestures
A major strength is the ability to share non-verbal information such as facial expressions and actual gestures.A method suited to complex consultation content
In-person consultation is especially effective when you want to take your time to talk things through, or for consultations with complex backgrounds. There are many situations in which people can pour out their feelings with peace of mind precisely because it is in person.It can fill in what is hard to convey by phone or social media
When phone or social media consultation is not enough, we switch to in-person consultation, and by treating it as continued consultation depending on the situation, we can offer insights into the consulter’s deeper worries and concerns as well as appropriate ways to respond.
Use cases
- ● Consultations about complex family problems
When family relationships are complicated and cannot be fully explained over the phone, it is possible to carefully organize the situation in person and consider necessary support measures together. - ● Consultations from people with strong psychological anxiety
Some people feel more at ease talking face to face, and consultations can be carried out in a reassuring environment while observing facial expressions and reactions. - ● Content that is hard to discuss via social media
When something cannot be conveyed well in text, talking slowly in person makes it easier for the consulter to express their true feelings.
In-person consultation is the means that allows the greatest transmission and sharing of information for both the consulter and the consultant
We provide in-person consultation as well as on-site consultation. For worries that simply cannot be shared by phone or social media, there are many cases where the consulter’s true feelings can be drawn out by continuing the consultation in person.
Social media consultation
This is a consultation method that mainly uses chat on platforms such as LINE, X (formerly Twitter), Instagram, Facebook, and web browsers. It is spreading as a modern consultation channel that is easy to use even for those who are reluctant to talk on the phone, centered on younger generations.
Anonymity that makes it easy to start
It offers high anonymity and the ability to start a consultation casually with short messages. Because you can begin a consultation from a short message without revealing your name, it is a reassuring tool for those who feel "I don’t want anyone to know" or "I just want to talk a little first."Usable anytime, anywhere
Even in environments where it is hard to speak out loud, such as late at night when the family is asleep or while away from home, you can consult via messages.Easy to use even for a first consultation
For people for whom "consulting itself is a first," social media consultation greatly reduces the psychological burden and makes it easier to take that first step.
Use cases
- ● A late-night bullying consultation from a young person
When someone wants to share a school worry they cannot tell anyone after the family has gone to sleep, social media allows them to consult with peace of mind without making a sound. - ● Consultations from people not comfortable with the phone
When someone gets too nervous to talk on the phone, social media—which young people are accustomed to using—has a lower hurdle than the phone, making it easier to start a consultation. - ● The first step for those consulting for the first time
When someone has never consulted before and feels that calling straight away is scary, we exchange messages casually over social media and, as needed, connect them to other consultation methods.
Support that makes use of features unique to social media
As with phone consultation, we make it possible to flexibly handle multiple desks, and we have fully equipped services unique to social media consultation, such as distributing surveys and automatic responses outside operating hours.
Email consultation
This is a consultation method that is not restricted by time or place and lets you consult at your own pace. It suits people who want to convey their feelings in an organized, coherent form while sorting out their thoughts in writing.
You can organize the content at your own pace
By writing it out as text, you can organize your feelings and situation, making it ideal for those who think "I want to put together what I want to say before consulting."Easy to look back on past exchanges
Because email leaves a record, both the consulter and the consultant can provide continuous support while reviewing past content.Anonymous consultation is possible and tends to develop into continued consultation
Because you can consult without revealing your name, even delicate content such as harassment or private worries can be discussed with peace of mind. Because email allows for a calm exchange unique to it, it tends to lead to long-term support.
Use cases
- ● Harassment consultations
It is used in situations where someone wants to organize and convey what they want to consult about in advance, have a consultant review it, and then discuss how to respond going forward. - ● Consultations from people short on time
When someone is too busy with work to find time to call, email has the advantage of allowing them to consult at a time convenient for them.
A structure prepared for prompt review
At our company, we use a group email so that each consultant can promptly review received emails, and we also provide a dedicated web form for obtaining detailed information at the first contact; after receiving the content registered in the form by email and grasping it, we then begin the email consultation.
Online
consultation
Through video calls, it can be handled from remote locations just like phone and social media, and like in-person consultation it can share facial expressions and tone of voice, making it a consultation method that increases the consulter’s sense of reassurance and trust.
The reassurance of conveying expressions and tone of voice
Even through a screen, the consultant’s facial expressions and the nuances of their voice come across, so you can gain a sense of trust and reassurance close to that of an in-person meeting.Usable from remote locations
It is especially effective for those who find it difficult to go out, or who want to connect with a distant specialist. It is also easy to use for people who cannot leave home due to childcare or nursing care.A flexible consultation style using ICT
Because it uses tools that are also widely used for meetings and training—not just consultations—it is familiar to users and easy to adopt.You can also switch from other consultation methods
There are times when, if sufficient support is difficult through phone or social media consultation, we switch to online consultation to respond.
Use cases
- ● People who find it hard to go out due to childcare or nursing care
When someone cannot leave home but wants to consult face to face, they can connect with a consultant online and talk with peace of mind. - ● Cases where someone wants to consult a distant specialist
When there is no specialist institution nearby, they can connect with a specialist regardless of region and receive appropriate support.
A consultation method that removes the constraints of place from in-person consultation
Online consultation is a type of consultation in which, as with in-person consultation, the consulter and consultant can see each other’s presence while consulting. Because it is an environment where you can directly hear the other person’s expressions and voice—not just audio, and not just text—it is one of the popular consultation methods. There is also a way of using it where, when phone calls would incur call charges, the consultation is conducted online with the video turned off, using audio only.
Metaverse
consultation
This is a consultation method in which you participate in a virtual space as an avatar and communicate with a consultant. A major feature is that, in a space different from reality, you can consult with peace of mind while maintaining anonymity.
You can consult with peace of mind without showing your face
It offers high anonymity, so even people who do not want to show their face in reality can use it with peace of mind via an avatar. By giving the avatar an appearance to their liking, they can lift their spirits, and because it is a different setting from their usual self, they may be able to talk about things they normally cannot.An environment where it becomes easier to talk about what you usually cannot
Precisely because it is a virtual space different from reality, it can become easier to talk about worries and true feelings that are hard to say in everyday life.A good match for young people and digital-native generations
For generations familiar with games and virtual spaces, it can be used naturally, making it possible to reach groups who, with conventional consultation methods, had previously hesitated to consult.
Use cases
- ● Consultations with children who refuse to attend school
When a child cannot go to a real school but can talk in a virtual classroom, they can converse with a consultant via avatar and connect to support in an environment where they feel at ease. - ● Consultations from generations familiar with new technology
Because some people find it easier to talk in a game-like space, making use of the characteristics of the metaverse enables natural communication.
We can respond immediately as well
We have actually experienced things such as participating in a virtual space via an avatar and the methods of communication for consultation support work in a virtual space, in a VR test environment, so if you provide the system environment, our consultants can also respond to consultations immediately.