Case Study: StreetLink achieves rapid remote scaling to connect people sleeping rough to vital support with Homeless Link

StreetLink - Customer Case Study

StreetLink, the service that enables the public to alert authorities about people sleeping rough, faced a sudden surge in demand and the loss of on-site volunteer support during the COVID-19 outbreak. Working with Homeless Link and relying on its phone line, website and app, StreetLink moved to a remote, home-based operation while continuing to receive alerts and support requests.

With Homeless Link’s support, StreetLink adapted its processes to run remotely and prioritize in-person calls, ensuring callers and people sleeping rough were connected to services. The team handled a tripling of call volume in recent weeks, kept vital referral routes open despite volunteers being temporarily off duty, and helped direct people toward self-contained accommodation through increased public reporting via the StreetLink website and app.

StreetLink

Adam S

Senior Phone Line Shift Leader