About Us
The CARE Center provides trusted call center services for government, community, and nonprofit programs. It specializes in complex customer service challenges, including disaster response, emergency social services, and government-wide call center services.
About CARE CEnter
Our Services
Serving over 120,000 people annually, the CARE Center delivers respectful, trauma-informed support through phone, chat, and SMS–always in the resident’s preferred language and channel.
PHONE, SMS, AND CHAT SERVICES
Contact Services
01.
Inbound and outbound phone support
Live agent support for government programs, benefit navigation, scheduling, and crisis response. Agents are trained in trauma-informed service and available in both English and Spanish, with access to simultaneous interpretation in 100+ languages.
02.
Live chat and SMS functionality
Real time chat and text support help residents resolve issues quickly–no phone call needed. Especially useful for working families or individuals with accessibility needs.
03.
Scripted triage and warm transfers
Our agents follow structured call scripts and logic trees to resolve inquiries or escalate appropriately. We work to answer questions the first time–and connect residents to the right expert when more support is needed.
04.
Application status and case updates
Whether it’s checking on a housing application or clarifying documentation, CARE Center staff provide timely updates by phone, chat, or text, minimizing backlogs and uncertainty for residents.
05.
Quality assurance and reporting
All contacts are recorded, reviewed, and scored to ensure consistent service quality. We deliver performance reports to our government partners and continuously improve through feedback loops and coaching.
06.
Multilingual, multi-channel access
Residents can reach us the way they prefer–phone, SMS, or live chat–and in the language they’re most comfortable using. We prioritize accessibility at every step.
testimonials
Hear from our clients
The CARE Center delivers respectful, trauma-informed support through phone, chat, and SMS–always in the resident’s preferred language and channel.
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