The Trevor Project Transitions to Full-Time Remote Working

The Trevor Project has leveraged Vonage technology to transition to a full-time remote contact centre during the COVID-19 crisis, ensuring uninterrupted operations for its life-saving suicide prevention programmes.

With Vonage Contact Center, The Trevor Project’s Lifeline counsellors and operations staff can work safely from home, with the ability to securely and seamlessly counsel at-risk youth from anywhere.

The Trevor Project is the world’s largest suicide prevention and crisis intervention organization for youth in the LGBTQ community, offering a suite of 24/7 crisis intervention and suicide prevention programmes.

Since the beginning of the pandemic, the volume of young people contacting The Trevor Project has, at times, more than doubled.

With a record number of calls, chats and texts coming into its Lifeline programme, and counsellors temporarily forced to work remotely, The Trevor Project needed to enable its staff to quickly transition to a virtual workplace, without sacrificing the quality of connections to its clients or security to ensure their privacy.

“During these unprecedented times, our at-risk youth are feeling isolated during this time of uncertainty,” said Danielle Ehsanipour, Director of Lifeline at The Trevor Project.

“The ability to continue to support them, and keep our counsellors safe while our offices are temporarily closed, allows us to serve a greater number of at-risk LGBTQ youth when they are needing our services most.”

Ehsanipour continued, “With seamless integration into Salesforce, Vonage Contact Center has empowered our counselors to work from wherever they are with ease, with fully integrated access to client information, ensuring their ability to securely and seamlessly prioritize and be present with the youth who are reaching out to us in crisis.”

The Trevor Project needs to keep its vital support call lines operational, no matter what, with 24/7 access to around-the-clock counselling. With Vonage, The Trevor Project was able to transition to a virtual call centre within days, so the team could provide ongoing critical support through the global crisis when those at risk need care more than ever.

“We are so proud to work with a life-saving organization like The Trevor Project, providing them with the technology to continue to provide life-affirming programmes for at-risk youth in our communities,” said Rodolpho Cardenuto, President, Applications Group for Vonage.

“The Trevor Project is changing and saving lives. During challenging times like these, Vonage solutions are not only connecting people but helping them to make those personal connections when in-person interaction just isn’t possible – helping people get through this together.”

Since switching to Vonage Contact Center with Salesforce integration in 2018, The Trevor Project has experienced close to 100% uptime and 24/7 on-call support, helping youth through crisis calls on its Lifeline.

Vonage has enabled The Trevor Project to build custom tools that surface critical information for safety planning using dynamic routing capabilities, which can make all the difference in their highest-risk calls, connecting those in need of support to their crisis counsellors and deepening the impact in The Trevor Project’s mission to end suicide among LGBTQ youth.

Author: Robyn Coppell