Nurse Hotlines: Are they Necessary?
- ehale65
- Mar 26
- 4 min read
Lately, I’ve been receiving more and more questions from centers worried that not having a nurse answer their calls is somehow a disservice to potential clients and could even put them at risk. This concern has led to growing anxiety, with some centers diverting funds from critical projects in an effort to hire additional staff or outsource scheduling to third-party agencies. In this article, I’ll address these concerns and explain why having the right person in this role—regardless of medical credentials—is what truly matters.
Why Medical Credentials Are Not the Most Important Factor
Some assume that having a nurse in this role adds credibility, but medical credentials are not required to connect with women in crisis and guide them toward an appointment; the best person for this role is someone uniquely gifted by the Lord in communication. While nurses play an invaluable role in centers, their time is best spent providing hands-on medical care, as the skill set needed to answer crisis calls and texts effectively can be very different from a nurse's medical expertise.
1. The Goal Is to Speak Well About the Center and Secure an Appointment
When a woman contacts a pregnancy center, she isn’t necessarily looking for a medical professional—she’s looking for someone who can listen, understand her situation, and guide her toward the next step. The primary goal of an intake call is to provide clear information about the center’s services and schedule an appointment where she can receive the help she needs.
2. Offering Medical Advice Over the Phone
Even if a nurse is the one answering calls and texts, they are often ethically and legally restricted from offering medical advice over call or text to a potential patient. A scheduler or intake specialist, should be well trained to communicate effectively within these boundaries while still offering reassurance and a clear path forward. Since the purpose of the call is not for a medical consultation but about scheduling an in-person visit, medical expertise is not a requirement for this role.
3. The Best Person for the Job Is Someone Gifted in Crisis Communication
The skills required to answer calls at a pregnancy center are unique and should not be assumed to align with medical training. The best person for this position should have qualities similar to a crisis counselor or a 911 dispatcher—someone who is calm under pressure, compassionate, and skilled at guiding conversations toward an action step. Look at these key qualities of an effective scheduler
Competent, professional, and even-tempered – The ability to remain composed and collected, no matter what kind of call comes in, is essential for managing crisis situations with calm professionalism.
Excellent tone of voice – A voice that is warm, steady, and reassuring. How something is said matters just as much as what is said, as the right tone can provide comfort and help build trust.
Skilled in answering tough questions – Call responders should be well-trained in handling common objections, fears, and questions that callers may have, ensuring they feel heard and supported.
Focused on making an appointment – The goal of the call is not to counsel or educate but to guide the conversation toward securing an appointment, providing the woman with a clear next step in her journey.
4. Lack of Personal Connection
Third-party services can be costly, some priced as high as $7-10,000 a year. Even if the conversations are quality, they can lack personal connection and knowledge about the specific needs and resources in the local community.
What the Most Successful Centers are Doing
Outsourcing scheduling may seem like an easy solution at first glance, but when we look at the most successful pregnancy centers—the ones with the highest appointment and show rates—we see a common trend: nearly all of them handle these critical first interactions in-house.
Instead of asking, “How can we delegate this role?”or "Can we afford to move to a third party", a better question might be, “How can we invest in taking greater ownership of the client experience from the very first call?” Every center should strive toward a model that prioritizes personal, local, and high-quality care—starting with the initial conversation.
Invest in Training & Technology First
Instead of spending valuable funds on third-party schedulers or outsourcing to agencies, consider investing in training and technology as a first step. Investing in training ensures that staff are equipped with the right skills to handle a wide range of situations with empathy and professionalism. Proper training allows for a more seamless and compassionate experience for callers, without the need to rely on an external agency. Additionally, centers can streamline the scheduling process through technology systems, such as LifeLead which help track client interactions and provide an easy way to book appointments without the added cost of outsourcing.
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At Life Advancement Group, we understand the importance of having a well-trained team to handle crisis calls and effectively schedule appointments. That’s why we offer expert training through The RISE Program, which is designed to equip your staff with the skills they need to respond with compassion, professionalism, and efficiency. What’s even better is that we provide this training at an extremely affordable price, making it accessible for centers of all sizes. If you're looking to enhance your team's ability to serve women in crisis while maximizing your resources, reach out to us for more information about how The RISE Program can help your center thrive.
