Care Center Spotlight: Support That Fits Real Life

Between work, family commitments and the demands of everyday life, finding time to reach out for support isn't always easy. As teams at Second Harvest Heartland looked for ways to improve the Care Center experience, they recognized that people needed more flexibility in how they could access help.

That understanding inspired a new online scheduling option, giving people the flexibility to schedule a phone appointment at a time that works best for them.

For Dan Zaens, Care Center Supervisor, the change is about more than convenience—it’s about making it easier for neighbors to get the help they need.

"If a neighbor has the flexibility to schedule an appointment during their lunch break or after work, there's simply a better chance we'll be able to connect."

Making that connection is only the beginning. For many people, feeling understood starts with being able to speak in the language they're most comfortable using.

"When you're actually talking to somebody in their native language, it's just a smoother process," Zaens said. "Being able to successfully assist someone is dramatically easier."

To help make those conversations possible, appointments can be scheduled in English, Spanish, Somali and Hmong. Whenever possible, neighbors are matched with Care Center staff who speak their preferred language. Interpretation services are also available for many additional languages.

Scheduling a phone appointment also gives people the opportunity to prepare ahead of time. Confirmation emails include appointment details and information about the types of questions Care Center staff may ask, helping people know what to expect before their appointment.

"It's really about setting the person up for success so that we can have a better conversation once we actually talk to that neighbor," Zaens said.

The scheduling experience was thoughtfully designed to make reaching out simpler and less stressful, removing barriers from the very first step.

"That was really the main thing—being able to connect with neighbors. Once we get someone on the phone, it's just a lot easier for us to help with what they need."

For someone balancing work, family, and everything else life demands, having the ability to choose when that conversation happens can make all the difference.