When Lutheran Community Services Northwest (LCSNW) transitioned from their traditional answering service to HelplineSoftware, the change was immediate, deeply impactful, and widely felt across the organization.
Our experience was seamless
“Previously using an answering service that wasn't trauma-informed caused a lot of issues and added significant stress for our staff, as well as unexpected costs. The switch to HelplineSoftware allowed us to step into a system that truly understands the needs of advocacy organizations like ours. We now have peace of mind knowing our hotline operates in a way that respects both our callers and our advocates.”
~ Roshelle Cleland, Director of Advocacy & Education
Roshelle emphasized that making the change helped create a more sustainable workflow for the entire team, eliminating the constant frustration and confusion that had plagued their previous setup.
Financial Impact
For organizations operating with limited budgets, every dollar counts. Roshelle highlighted that the financial and operational benefits of moving to HelplineSoftware were significant.
“We spent more time and money constantly navigating issues with a system that wasn't designed for us. With HelplineSoftware, we save staff time and, financially, we definitely break even, if not actually save money,” she notes.
In addition to direct savings, Roshelle pointed out that reducing the amount of staff time spent troubleshooting hotline issues freed up valuable human resources. This shift allowed their team to refocus on direct services and program expansion, rather than backend technology headaches.
Volunteer Experience: A Smooth Transition
Abigail Dougherty, Volunteer & Intern Supervisor, originally had some concerns about how the transition might affect volunteers, especially those less comfortable with technology. Her concerns, however, proved unfounded almost immediately.
“I was worried that non-tech-savvy volunteers might struggle. But none of my volunteers had any issues signing up or picking shifts. The feedback has been overwhelmingly positive – it's very simple and easy for them to use,” Abigail says.
One key advantage Abigail discovered was the visibility the system provided around volunteer engagement. Instead of having to manually track and chase down shift confirmations, she now has real-time access to hold times, call lengths, and call outcomes — all without needing additional administrative overhead.
“It's been incredibly helpful for tracking volunteer engagement without requiring extra manual follow-up. It also opens up conversations about maintaining healthy boundaries on calls, which is crucial for volunteer sustainability and well-being,” she adds.
Improved Survivor Experience
Beyond making internal operations smoother, LCSNW has seen a meaningful impact on the survivors they serve through their hotline.
“Previously, long wait times frustrated survivors before they even reached an advocate. That frustration sometimes set a difficult tone for the conversation,” Roshelle explains. “Now, because HelplineSoftware removes human error and gives us so much control, the service aligns beautifully with our trauma-informed approach. Advocates can focus fully on supporting survivors without starting from a place of caller frustration.”
Having a more responsive, streamlined system has allowed LCSNW to rebuild trust from the very first interaction, ensuring that each caller receives timely, compassionate care when they need it most.
Final Reflections
Roshelle concludes:
“Having a system customized to fit our definition of trauma-informed care has been invaluable. HelplineSoftware gives us the tools we need to support both our staff and the survivors we serve. We no longer have to compromise between operational needs and compassionate service.”
Both Roshelle and Abigail enthusiastically support sharing their positive experience, underscoring the value of technology that is intentionally built with advocacy organizations in mind.
“We hope more organizations like ours can benefit from this kind of thoughtful, user-focused design,” Abigail adds.
About Lutheran Community Services Northwest (LCSNW)
HelplineSoftware is proud to empower organizations like LCSNW with technology built specifically for hotlines, helplines, warmlines, and crisis lines. If you're ready to improve your hotline's reliability, reduce staff burnout, and deliver a more trauma-informed experience for survivors, we’re here to help.
Contact us today to learn how HelplineSoftware can support your mission.