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Crisis Assistance Ministry

Crisis Assistance Ministry

Charlotte, NC

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A Blessing in Disguise

The pandemic forced us to stop and perform an overhaul. It wasn’t easy, and there were some challenges along the way. Still, our new process has transformed the way customers receive emergency financial assistance. 

January 31, 2022

The past two years have been challenging for everyone.

Here at Crisis Assistance Ministry, staff and customers alike have had to adjust to seemingly constant changes caused by the pandemic. But, as the saying goes, every cloud has a silver lining. The fortunate outcome at Crisis Assistance is that the delivery of emergency financial assistance is more customer-focused than ever before. 

For over 45 years, Crisis Assistance Ministry used the same basic process to serve the community. A person physically came to our office and waited in our lobby, along with an average of 150 other families, while our team triaged everyone’s application to determine the most urgent needs. We had the capacity to serve around 100 families a day. Often, about one-third of the people would be turned away and advised to return another day. Those remaining would wait in the lobby for an interview; for some families, it was all day long.  

This process was tiring and costly for customers. Time lost from work, child care issues, transportation costs, and the stressful wait time took their toll on everyone. We dreamed of revamping our process to lessen the burden, but the immediacy of need every day took precedence. 

Then, the pandemic forced us to stop and perform an overhaul. It wasn’t easy, and there were some challenges along the way. Still, our new process has transformed the way customers receive emergency financial assistance. 

Today, a person no longer needs to stand in line to see if they will be seen that day. No one has to sit all day in the lobby, waiting for an interview. Monday through Friday between 10:00 am and 4:30 pm, everyone can visit our team and turn in an application, have it reviewed on the spot, and then return to work or home – saving time, money, and dignity. The wait is no more than 20 minutes, and there are never more than 20 people waiting in the lobby at a time. There is no need for customers to return to the agency, as caseworkers now conduct phone interviews and utilize electronic signatures. 

We still prioritize emergencies to determine the most urgent needs, so customers facing imminent eviction or utility disconnection are assessed first, followed by those who have more time. People with a late notice for rent or utilities, but no scheduled disconnection or court date, could wait more than a week for a phone call from a caseworker. Our process is designed to ensure every application is addressed before the situation escalates. So, even though some customers may wait an extended time for a phone interview, they can remain comfortably in their homes. 

We understand that change can be difficult, especially after four decades of following a different method. We are excited about this opportunity to enhance our customer-centric approach, as it reinforces our core values of treating everyone with dignity and respect. 

Filed Under: Agency News Tagged With: Customer Service, Financial Assistance, Financial Stability

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Crisis Assistance Ministry

Preventing homelessness.
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  • Main Office:
    500-A Spratt St.
    Charlotte, NC 28206
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Recent Photos

crisisassistmin

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We had an unusual 🐿️ visitor this morning. While we DO specialize in stabilizing families through emergency basic needs and financial empowerment, our services are designed for neighbors of the human variety! 🤣 
Fortunately, our little squirrel buddy has been successfully relocated to the outdoors where they can continue to take care of their family too 😁 🎉

crisisassistmin

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Pulitzer Prize-winning author Matthew Desmond’s thought-provoking message will help us understand the systemic issues contributing to poverty and inspire us to be part of the solution here in our own community. Tickets are free, but required. Seating is Limited. <Link in Bio>

crisisassistmin

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We aren't throwing a big party, but we ARE asking friends and neighbors to make a direct contribution to help stabilize families facing a financial crisis. Your help with this Non-Event will make more stories like this one possible. Join us with a gift to help neighbors avoid eviction and loss of utilities and to empower more people with the tools to rebuild financial stability for themselves. Don't Save a Date . . . Save A Future.

crisisassistmin

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We love sharing our mission with corporate #volunteers like this team from @humana today. Thanks to their help, families will find essentials like clothing, shoes, school supplies, and household goods—free of charge— in our store while they continue to build financial stability. #thankful

crisisassistmin

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Instead of planning a fancy gala, we're inviting you to skip the party (and all those costs) and instead make a direct contribution to stabilize families experiencing financial crisis right here in Charlotte-Mecklenburg.
It's our NonEvent 2023, and your gift will help hardworking neighbors escape the threat of eviction or loss of utilities while empowering families with the resources to stabilize their families . . . and their future.
SAVE A FUTURE: https://crisisassistance.org/mobility

crisisassistmin

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What a wonderful day to welcome #volunteers from @DukeEnergy during their Summer of Service. Nearly 100 Duke employees spent part of their day helping with everything from painting barrels to inspecting donations and stocking the store. A GREAT way to spend a Friday here in the Queen City!

crisisassistmin

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This might look like a #Barbie appreciation post, but actually it is a shout out to Team @duke_energy and the 100+ folks who spent their day as #volunteers here today!

crisisassistmin

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Starting the day with a wonderful snack ministry from @elevationchurch for day 6 of #loveweek2023! Thank you for making sure families seeking help today have a little nourishment along the way.

crisisassistmin

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Today's LOVE WEEK 2023 #volunteers from @elevationchurch created no-sew blankets for families who shop here free of charge, staffed the checkout counters in the store, and prepared newly arrived clothing from corporate donors for future shoppers. With help like this, more than 80 people per day find essentials to help stabilize their families when they visit our Free Store. #thankful #loveweek2023

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