Thursday, September 8, 2011

Answering The Call

“Keim Center for pregnancy decisions.  How may I help you?”
In 2010, Cathy and her team of devoted volunteers uttered these words more than 4,000 times while answering the helpline in our call center.  Available 24 hours a day, the helpline is a vital link between potential clients and their appointment in one of our four locations.
“We’re the voice of The Keim Centers.  Not only do we answer the phones and book appointments, but we often establish the client’s first impression of our organization,” says Cathy, call center manager.
Call center volunteers are warm, welcoming women who have been “super trained” to serve on the front lines of our ministry.  Every call is different, but the desired outcome is the same – connect with the caller and share resources that are of value to her.
In voluntary surveys collected after each appointment, our clients repeatedly share how comfortable they felt and how thankful they were to have someone non-judgmental to talk with about their situation, writing comments like, “I had a very enjoyable experience, the staff was very friendly and helpful and seemed genuinely concerned about me.”
This authentic compassion begins in the call center.  Each four-hour volunteer shift begins with a short devotion and prayer.
“We pray for the phones to ring, and that surprises people,” Cathy shares.  “We know women are considering abortion, and we want them to find our number.  I pray they find our words inviting, and that God speaks through us – touches them.  We pray they make appointments.  And we pray for the advocates who will be seeing them – we’re part of a team.  We pray for women to find the truth.  It’s not our words – it’s what God does with those words in the caller.  The callers are different, but our words are always the same.  It’s not us.  Call center volunteers are not responsible if the woman makes the appointment or not, but they’re responsible to offer the invitation.”
The call center is an essential element of CPC’s ministry to serve women unprepared for pregnancy.  To run the call center at minimum capacity, 10 volunteer shifts require manning each week.  Currently, we have volunteers committed to only 6 of these shifts.  We pray many volunteers will step forward to help fill this void.
What about you – is this your calling?  Will you be a caring voice on the other end of the phone?
To learn more about plugging into the call center, or numerous other volunteer opportunities within CPC’s ministry, our next volunteer training session begins in less than two weeks.  Contact Angie at or 757.410.9703 for more information on how to get involved.

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