First Coast Women’s Services has a call center; staffed by life-affirming registered nurses and schedulers who are able to provide life-affirming care right away. Our clients live on their phones and the need to meet them immediately with life-affirming care is of the utmost importance. FCWS invests in client marketing resources to attract the woman who is facing an unplanned pregnancy. Those women are then directed to our call center, which is staffed by professional schedulers and Registered Nurses, the call center provides immediate, compassionate support to women facing unplanned pregnancies.
Call Center
When a woman calls, she is first greeted by a scheduler who listens and assesses her needs. If appropriate, she is then transferred to a Registered Nurse who can provide trusted medical information and schedule her for a telehealth or in-person appointment at one of our centers. This early connection with a nurse—a highly trusted professional—has proven to greatly increase the likelihood that she will not only keep her appointment but also choose life. The human connection made over the phone often becomes a turning point. For women who speak to a call center staff member, the average follow-up in-person appointment attendance rate is 75%—a significant increase over those who don’t speak with a scheduler or nurse first. These personal, early interventions are helping transform fear into hope, and uncertainty into life-affirming decisions.
Call Center Results
Stories from the Call Center
“I was talking to a woman who was standing alone on a dirt road; she was about to make a life-or-death decision,” shares Cheryl Gonzalez, Call Center Director (pictured: center). While driving, this woman called the Center in a time of desperation. The conversation gripped her so much, she ended up stopping the car so she could focus on the conversation. Cheryl shares another story of a client who was abortion-determined and called the Center as she was driving to another state to seek an abortion. This client ended up turning around, driving home, and keeping her child.
Telehealth Nurse Amy (pictured: right) explains, “nurses are the most trusted profession.” When she speaks with clients, she also brings her many years of experience as an OB nurse. Amy shares a story of one woman seeking an abortion who’d had a c-section less than two years prior and feared potential uterine rupture. With Amy’s OB experience, she was able to share accurate data related to the risks and calmed the client’s nerves so that she ultimately chose life.
Our nurses share medically accurate, life-affirming information that allows our clients to make informed decisions about their pregnancies, as opposed to the misleading and manipulative information they find from “Dr. Google.” In the words of Tina Dyal (pictured: left), “we just show up and it’s God’s job to do the rest.” All glory goes to God in these rescue efforts.
