THE EVOLVE BLOG

A New Way to Connect & Serve: Evolve Outreach’s 24/7 Contact Center for Human Services

By Dan Hubbard

At Evolve Outreach, we believe that for individuals facing hunger or housing instability, getting help should be a seamless and supportive experience. That’s why we are rolling out our free, 24/7 contact center as a beta program in late summer 2025, with full functionality expected by Winter 2025. The contact center is designed specifically for nonprofits in Delaware focused on housing, hunger, and related human services. In keeping with our community-driven values, the name of the center will be chosen by the public through a voting contest.

Why This Matters

Our web-based, VOIP-powered contact center is fully integrated with Evolve Outreach’s Community Resources Management and Information System (CRMIS), ensuring that every interaction—whether a call or a chat—helps build a smarter, more connected network of care across the state. This integration leads to several key benefits:

Cost Savings: Nonprofits can now offer 24/7 support without the heavy costs of maintaining their own intake lines. The shared infrastructure reduces overhead, allowing organizations to focus their resources where they matter most—on the people they serve.

Time Savings: The contact center automates the initial data collection, allowing trained volunteers to quickly step in and provide real-time support. This streamlining eliminates the need for repeated information entry and drastically reduces wait times, ensuring that clients aren’t left in limbo.

Timeliness of Resource Allocation: By routing clients directly to a live volunteer based on the needs they’ve outlined, resources are allocated quickly and efficiently. This means that clients receive the most appropriate help at the right moment—whether they need housing, food, or other critical services.

Better Real-Time Data: Together with the CRMIS, every interaction within the contact center framework provides valuable, up-to-the-minute data that can be used to improve services, track outcomes, and better understand community needs. Nonprofits will have access to actionable insights that can drive decision-making and improve the overall responsiveness of the system.

The contact center's beta phase will allow us to fine-tune the system while expanding the reach and impact of participating nonprofits. Whether someone calls or chats, they’ll be immediately connected to a live volunteer who can help them take the next step. We’re committed to making sure that every person seeking assistance will never encounter a voicemail or long wait time.

A Game-Changer for Small and Mid-Sized Nonprofits

Running a 24/7 intake line is a major undertaking, especially for smaller organizations. During this beta phase, nonprofits will be able to test the system and see how it can expand their reach without the burden of additional costs or staffing challenges. By the time the system fully launches in Winter 2025, nonprofits will be equipped with a powerful tool that ensures clients can always speak with a live person when they need it most.

How You Can Help and Get Involved

For Nonprofits: If your organization provides human services in Delaware—particularly in housing or food access—you are invited to join the beta program and use the contact center at no charge. Participating nonprofits will receive access to the platform, training for their volunteers, and tools to better coordinate services and track outcomes. This is a unique opportunity to strengthen your operations without additional costs, while making a direct impact on the people who need it most.

For Volunteers: We need your help during the beta phase to ensure the contact center meets the needs of our community. Whether you’re a nonprofit team member, a local business employee, or an individual looking to give back, there’s a role for you. Volunteer shifts are flexible, and your contribution will help us fine-tune the system before the full launch in Winter 2025. By volunteering, you’ll be making a real-time impact on the lives of those in need.

For Community Leaders and Funders: Supporting the beta phase or funding the full rollout of the contact center offers a chance to directly contribute to Delaware’s nonprofit ecosystem. Your support ensures that every person in need has access to a live, compassionate voice, day or night. Backing this initiative is about more than just financial support—it’s about creating lasting change in our communities.

To learn more about how you can get involved, volunteer, or support this effort, please email info@evolveoutreach.org.

Together, we can ensure that no one in need is left without timely support, and that together, we’re getting to a better condition of life.

For small and mid-sized nonprofits, this is a game-changer. Not every organization has the bandwidth to run a 24/7 intake line—but now they don’t have to. The contact center is completely free to use, offering shared infrastructure where community partners can serve more people, more consistently, and with zero added cost. It allows nonprofits to expand their reach and impact without sacrificing personal connection.