Case Study: NAMI expands HelpLine support and volunteer capacity with Twilio

NAMI - Customer Case Study

NAMI, the National Alliance on Mental Illness, needed to keep its HelpLine open beyond office hours and support a surge in demand during the COVID-19 pandemic. Before working with Twilio, volunteers had to answer calls in a Virginia office using landlines, limiting staffing, hours, and the organization’s ability to help people quickly.

Twilio implemented Flex to create a cloud-based contact center, enabling remote volunteering and more flexible support. With Twilio, NAMI expanded to more than 150 active volunteers, extended HelpLine hours from 10 a.m. to 10 p.m. Eastern, and helped 65–70% more people in 2020; Twilio also supported web chat, SMS, and post-support surveys to improve access and service quality.

NAMI

Dawn Brown

National Director