Bishop John Noonan | Diocese of Orland website

The St. Gabriel Call Center, part of Catholic Charities of Central Florida, receives around 150 calls daily from individuals seeking support through the family stability program. Volunteers at the center try to assist as many callers as possible, offering compassion and prayer even when resources are limited.

One volunteer, who chose to remain anonymous, began serving at the call center in July 2025. He noted the challenging nature of the work and said, “This job requires you to take mental health first aid training and to learn about self-care. Now I see why. There are some real heart wrenching calls. Some have been very tough. I’ve had some people in very bad situations. I haven’t been able to help except to offer encouragement and some prayers,” he said. “I like to pray and I’m in a very similar situation.”

He explained that his own family is facing financial difficulties, with two members on disability. “I can empathize with how (callers are) feeling. And I pray with them so I can talk to them and bring them hope. What I say is what I would want to hear — the type of encouragement I would need. I try to put that into words and pray for them,” he said.

He added that volunteering is a way for him to share hope with others while coping with his own struggles. “If you can handle the fact there are going to be some hard situations where there isn’t a lot you can do for people, except be there for them, pray for them, and offer them encouragement, it’s very rewarding,” he said.

Gwendolyn Gregory started volunteering at the center in August after experiencing personal loss and hardship. She said, “I wanted to be able to give back. I wanted to be able to be of service. I wanted to find a place where I felt like I mattered and I could make a difference and got me out of isolating myself and falling into a state of depression and self-isolation.”

Gregory said that her experiences with homelessness and loss have given her perspective on how to support others. “I realized there was something I needed to do, and God’s made it a point for me to be here. So being here at the call center helps me know that God is still here in my life,” Gregory said. “I get to come here, talk to people, and I feel fulfilled. And that enriches my soul.”

On September 22, Gregory received a call from someone she had previously spoken with and recognized a change in his condition. She contacted local authorities, who were able to provide emergency medical assistance. “If it hadn’t been for God getting me here, I wouldn’t have been able to make that difference. I’m just thankful,” she recalled.

Government funding cuts have limited what Catholic Charities can offer beyond food pantry resources. Ineavelle Colón Reyes, manager of mission engagement at Catholic Charities, oversees the call center and highlighted the importance of the volunteers’ work. “At the moment, we don’t have enough money to help people. When they take these calls, they are like angels,” she said. “The way they respond to these families and pray with them, the person on the other line is grateful and experiences peace.” She added that the volunteers’ empathy makes a significant difference.

Colón Reyes also described Gregory’s intervention as lifesaving: “She saved a life simply through a telephone call that wasn’t just about responding, answering the phone and offering resources. It’s about walking in the shoes of another. For me, she was a hero in that moment. She took control and took it to heart. That is special. There is a sensitivity there. They are angels.”

Deacon Gary Tester, president of Catholic Charities, commented on the rising demand for assistance: “The struggles that families face appear to be more intense than ever and it is reflected in the number of calls coming into CCCF each business day,” he said. “In September, an average of 1,125 assistance requests were received each business day (for all CCCF services). These families are struggling and some of the funds normally available to assist them have been eliminated or are frozen until further notice. Our call center volunteers are truly beacons of light in these challenging times. A listening ear and a compassionate response reflect our Lord’s command to love our neighbor, and we do.”

Catholic Charities of Central Florida operates within the Diocese of Orlando, which was established in 1968 and covers several counties including Brevard, Lake, Marion, Orange, Osceola, Polk, Seminole, Sumter, and Volusia.

For more information about volunteering with Catholic Charities of Central Florida, interested individuals are encouraged to visit their website.