There’s Never an Hour and Never a Day When Easterseals Northeast Indiana Staff or Consumers Have to Go It Alone

Inside the Easterseals Call Center: 24/7 Support with Compassion and Expertise

When a Direct Support Professional (DSP) has a question in the middle of the night—or when a family member needs answers fast—they know where to turn. The Easterseals Call Center is more than just a phone line. It’s a lifeline, staffed around the clock by experienced professionals who know the people, programs, and challenges that define disability services.

24/7 Care from Experienced Professionals

The Easterseals Call Center operates 24 hours a day, 7 days a week, ensuring that staff, consumers, and families across Northeast Indiana never face challenges alone. Staffed by individuals who have previously worked as Direct Support Professionals (DSPs) and Qualified Disability Professionals (QDPs), the team brings firsthand knowledge of disability services into every call.

Whether it’s providing first aid advice, helping a DSP through an emergency, or supporting a family member navigating a tough situation, the call center team is ready.

What the Easterseals Call Center Team Does:

• Guides DSPs through medical or emergency care decisions

• Supports consumers and family members as a listening ear or a problem solver

• Files incident reports with the state of Indiana

• Assists with shift scheduling and vacation management

• Tracks medication questions and health-related concerns

Real-Time Decisions and Health Questions

Many calls to the Easterseals Call Center involve critical health decisions: missed medications, minor injuries, or questions about whether a consumer needs medical attention. Staff often reference detailed medical guides or consult nursing teams as needed.

“A lot of times we can answer their questions, and we don’t need to call a nurse,” said Nya Miller, one of the center’s weekday first-shift staff members. “The majority of these calls pertain to medications.”

Fast Thinking, Calm Support

Compassion is key in every shift. Nakyla Humphrey, who works weekday afternoons, recalls calmly walking a DSP through a stressful situation while coordinating emergency care. It’s not just about solving the issue—it’s about supporting staff emotionally through high-pressure decisions.

On third shift, Matt Tackett balances multiple calls at once—monitoring the evolving condition of consumers, checking in with staff, and ensuring incident reports are completed before state deadlines.

A Support Line for Families and Consumers, Too

The Easterseals Call Center isn’t just for staff. Consumers and family members often call for support and guidance. Miller remembers one emotionally charged call from a consumer in crisis. Her patient, redirecting conversation helped bring him back to a calmer space.

“It was a lot of redirection,” she said. “Instead of telling him he couldn’t afford a bike, I asked, ‘Do we have the helmet yet?’”

Filling Shifts and Solving Staffing Gaps

Staffing emergencies are a common part of daily life in residential care. The call center steps in immediately to help fill open shifts, tapping into deep familiarity with team members’ availability and preferences.

“They know who’s using Uber, who has kids in the morning, who wants overtime,” said one colleague. “That kind of knowledge saves a lot of time.”

This quick response helps ensure continuity of care and keeps consumers safe and supported—even when staff changes happen with little notice.

Fair and Thoughtful Vacation Scheduling

The Easterseals Call Center also manages staff vacation requests. Because call center staff oversee the big picture across all shifts and programs, they’re able to maintain fairness and ensure there’s no lapse in care during peak time-off periods.

“There never had been a good way to be fair about vacations,” said Call Center Supervisor Julie McIntosh. “Now we use centralized scheduling to make sure consumer needs are covered.”

Adapting to Technology for Better Service

The call center continues to evolve with technology. A recent phone system upgrade and the implementation of UKG HR software now allow the team to track call volume, messages, and call time more efficiently.

In just the first month with the new system, staff received:

• 4,696 calls

• 3,962 text messages

• Over 1,000 minutes of cell phone conversations

These tools help the Easterseals Call Center deliver more efficient and responsive support, ensuring that disability services in Northeast Indiana remain strong, accessible, and human-centered.

Why the Easterseals Call Center Matters

The Easterseals Call Center is more than a behind-the-scenes operation. It’s an essential support system that reinforces the work of DSPs, QDPs, caregivers, consumers, and families. By offering 24/7 access to guidance, empathy, and quick thinking, the team ensures that no one ever faces a crisis—or even a question—alone.

For Easterseals Northeast Indiana, connection, support, and compassion are never off the clock.