Not only are there more resources today, but the past decade has also seen increasing professionalization of what is now an industry. Gone are the days of answering machines in living rooms for the major service providers. This is the era of complex government grants, downtown office space, and certified social workers. So the types of calls received by the Helpline have changed as well. According to Cozart, most of the calls are informational now.
People call with specific medical questions now.
People also call looking for referrals to doctors and specific medical services, such as therapists or nutritionists. And they call for information about BP's many programs. Some of those calls are even referred to them by other service providers. We have to make a good impression. As has always been the case, all of the calls are anonymous and confidential.