Children’s Aid Society / Valoris – Case Study

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Children's Aid Society / Valoris - “They adapt to our complex needs.”

Background

Children’s Aid Society / Valoris is a multi-mandate social services agency. They needed reliable after-hours coverage for urgent child protection concerns and other critical calls.

On Call Centre provides tailored 24/7 coverage, separates urgent from non-urgent calls, and adapts scripts as the work evolves. Protocols are followed to the letter and escalated quickly. Callers get compassion and clarity. The result: quick, accurate information, fewer missed urgent calls, smoother scheduling, and a partner that understands complex social service work. 

Client & Context

Client:             Children’s Aid Society / Valoris (valorispr.ca)
Industry:         Social services / child protection (multi-mandate)
Regions:         Prescott-Russell Township, Ontario
Client Since:  2015

Challenge

  • High-stakes, complex and sensitive work.
  • The agency has limited office hours, but child protection and other social service needs can arise at any time.
  • Needed reliable 24/7 coverage for urgent child protection referrals.
  • Required a way to separate urgent from non-urgent calls.
  • Needed a partner that could adapt scripts and definitions as their work evolved.

On Call Solution

  • 24/7 urgent coverage with live answering and routing according to agency protocols.
  • Clear separation of urgent versus non-urgent calls, with appropriate hand-off for each.
  • A dedicated client specialist as a single point of contact for schedule changes and problem-solving.
  • Text notifications so staff can respond quickly without tying up phone lines.
  • Ongoing feedback loops to refine scripts and emergency definitions to fit changing social service realities.

Results & Impact

  • Fewer missed or delayed urgent calls.
  • Streamlined scheduling and notifications through texts and emails.
  • Rapid, clear communication between On Call and agency staff.
  • Adaptability in scripts, priorities, and communication methods.
  • A trusted long-term partnership built around responsiveness and continuous improvement.

“The On Call team understands the complexity of our work and adapts to meet our specific needs. Even when issues arise, they respond quickly and professionally. Their support allows us to focus on serving our community while knowing our after-hours calls are handled efficiently.”
— Agency representative, Children’s Aid Society / Valoris