When the team at Peoples’ Counsel needed to give survivors of police violence an immediate, compassionate ear, they partnered with Telzio to launch their hotline.
About the Peoples' Counsel
Peoples’ Counsel is a nonprofit program hosted by the National Police Accountability Project. The team connects survivors of police violence with legal support, vital resources, and a community that believes every survivor deserves an advocate.
What they needed from a hotline
Peoples’ Counsel needed to run a survivor hotline that would:
- reassure callers that someone is always there to listen
- route urgent calls to the right advocate without delay
- stay simple enough for volunteers to update as needs evolve
- fit the lean budget of a young nonprofit
Reliability and ease of use were critical. Missing even one call could mean a survivor never gets help.
A reliable hotline service from Telzio
Telzio delivered a cloud phone system that met every requirement:
- Never-miss routing – calls ring through staff and volunteers until someone answers.
- Custom voicemail flows – callers hear clear guidance, and messages are tagged for quick follow-up.
- Self-service interface – new volunteers can edit greetings or add numbers with zero training.
- Responsive support – Telzio experts resolve questions quickly, keeping the hotline live 24 / 7.
“With Telzio we never miss a survivor’s call or leave someone hanging who is in crisis.” - Brittany Francis, Director
The impact
- Live answer rate rose from about 70 percent to 100 percent.
- Average callback time dropped from hours to minutes.
- Volunteer onboarding shrank from days to the same day.
- Annual phone costs shifted from high fixed fees to flexible nonprofit pricing.
Why they stay with Telzio
- Budget-friendly pricing that protects program dollars.
- Quick setup that lets staff focus on advocacy, not tech.
- Outstanding support that feels like an extension of the team.
“Starting a new nonprofit means juggling too many plates. A phone platform that is reliable, intuitive, and fast to set up saves us countless headaches,” Brittany adds.
The future of the hotline
As the hotline expands, Telzio’s flexible architecture will let Peoples’ Counsel add new numbers, languages, or schedules in minutes, bringing the organization closer to its mission of empowering survivors of police violence with every call.
Ready to ensure every caller feels heard?
Connect with us to learn more about how to get your hotline off the ground.
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