On January 3, 2017, Cornerstone’s Day One Call Center staff began taking phone calls, texts and online chat messages from individuals across the state seeking safety and resources.
Call Center staff answer inquiries to two separate lines: the Minnesota Day One Crisis Line (domestic violence, sexual violence and human trafficking resources) and the Minnesota Crime Victim Support Line. Staff are cross trained to be able to provide appropriate resources and referrals to people contacting either line 24/7.
Prior to the opening of the Call Center, calls to the toll-free Day One Crisis Line were routed the shelter closest to the caller’s area code. From there, the shelter’s advocate could access the online Day One Database and search for open beds or resources at dozens of organizations that upload their information on a daily basis. Then, they’d place a three-way call to the appropriate organization to connect the caller to the resource. Calls to the Minnesota Crime Victim Support Line were managed by a completely separate agency.
In the year since we opened the Call Center, the process is more centralized and accessible: people can not only call to get connected to services, but they can text, chat online or email with an advocate. Those inquiries all land in one place and are answered by highly-trained, trauma-informed advocates who can access a robust, searchable database of resources.
Over the past year, the Call Center experienced a marked increase in volume to both the Minnesota Day One Crisis Line and the Minnesota Crime Victim Support Line. Advocates answered 23,896 calls, texts, online chat messages and emails to both lines in 2017. Of those, 1,142 were assisted through telephonic interpreter services.
The Minnesota Day One Crisis Line was named the official hotline to provide support for victims of sex trafficking during the Super Bowl. In preparation, Cornerstone added extra staffing to the Call Center for the 10 days leading up to Super Bowl LII and the following Monday, thanks to funding from the Women’s Foundation of Minnesota.