Call survivors directly from their profile in the Survivor Management System. Every call is logged to the survivor's profile, with a transcript added a few minutes after the call ends.

Before you start

The survivor needs a phone number on file. If they have more than one number, you will choose which one to call before the call connects.

Place a call

1. Open the survivor's profile. From your dashboard or cases view, click into the survivor's profile. You can also find them with the search bar in the top right corner.

2. Open the Communication tab at the top of the profile.

3. Click Call in app. It is the black button on the right side of the profile, next to the survivor's phone number.

4. Verify the phone number. A call window opens near the top of the screen, just below the search bar. It shows "Call survivor," the survivor's name, and the number you are about to dial. If the survivor has more than one number on file and the wrong one is showing, click Cancel and select the correct number.

5. Click Call. You will hear a dial tone while the call connects.

During the call

You have two controls: Mute and Hang Up.

There is no dial pad in the call window, so you cannot dial extensions or additional numbers.

You also cannot add a third party to the call from your end. If the survivor needs to bring in someone else, such as a FEMA representative or another organization, the survivor must add that person from their side.

End the call

Click the red hang-up button. A tone confirms the call has ended.

After the call

• Transcript. A transcript appears in the survivor's profile a few minutes after the call ends.

• Summary. Depending on the call, an AI-generated summary may also appear. It gives a short overview of what was discussed, plus action items for you or the survivor. The summary is not instant, so allow a few minutes.

• Your notes. To capture context the summary missed, create an internal note on the survivor's profile.

Answering a call from a survivor

If a survivor calls you, the incoming call appears on your dashboard. Respond to it directly from there.