People in hardship put through to program staff
The hardest calls a charity gets are from people who have run out of options. She listens, tells them what you offer, and puts them through to program staff so they tell their story once.
A caller asks for food, rent help, a shelter bed, a ride to an appointment or anything your programs offer.
Listens, explains what you offer and when, and warm-transfers anyone who needs help today.
A connected call with a private summary, or an urgent message with the caller's number and need.
How it works
- Listens without rushing
She lets the caller explain in their own words. No menu, no forms read aloud, and no sense that she's in a hurry.
- Explains what you offer
Hamper days, the drop-in meal, the rent bank, the clothing room, with the hours and what to bring, from your own program sheets.
- Spots what can't wait
Rent due Friday, no food tonight, nowhere to sleep. Those callers are put through to program staff during the hours you set.
- Briefs staff privately
Program staff hear a short summary before the caller joins, so the person doesn't have to start over.
- Covers the after-hours
When nobody can take the call, she gives the community and crisis lines you listed and messages staff right away. Anyone in danger is told to call 911.
- Never promises help
She says who decides and when they'll call. Eligibility and any money are always staff decisions.
Example call
- CustomerHi. I don't really know who to call. My rent's due on the first and I'm about 300 short.
- AI agentI'm really glad you called. You're talking to Emma at Northside Community Care. Can I have your first name?
- CustomerIt's Denise.
- AI agentThanks, Denise. We have a rent support program, and Karen runs it. She's in the office right now. I'd like to put you through so you can talk it over with her. Is that okay?
- CustomerYes, please.
- AI agentOkay, stay with me for a moment while I tell her you're coming.
- AI agent(privately, to Karen) Denise is about 300 short on rent due on the first. She hasn't called us before. Connecting now.
After the call: Karen picks up already knowing the amount and the date. The call summary and Denise's number sit in the portal, so if they're cut off, Karen can call her straight back.
What your team gets
- Warm transfers to the right program with a private summary first
- Urgent messages by text and email when staff are with clients
- Callers' needs in their own words, ready for intake
- A record of how many people asked for each program, by week
- After-hours callers given the community lines you chose
Questions
Will she tell someone they qualify?
No. She explains what the program is and who runs it. Whether someone gets help is always a staff decision, and she says so kindly.
What happens at 2 in the morning?
She listens, gives the crisis and community lines you provided, tells anyone in danger to call 911, and sends program staff a message for the morning.
Can she handle a caller who is upset or crying?
Yes. She slows down, doesn't rush them to a point, and puts them through to a person as soon as one is free.
Who sees what the caller tells her?
The summary goes only to the staff you choose, and the agent never repeats a caller's story to anyone else who calls.
Hear it on your phone
Request a demo call and the agent phones you, set up for charities and non-profits like yours.