A call center is a centralized office for receiving a large number of phone calls (or in some instances for making calls out). It is usually an open workspace equipped with phones and headsets for the operators, the call agents, and a connection to a computer for each station.

You have probably called a call center when you have attempted to get tech support or customer service. Calling 1 866 GET-INFO takes you to one of the American Red Cross call centers, or the main response center at National headquarters. In times of heavy demand after a major disaster, several call centers can be activated at once, such as the most recent midwest tornadoes and floods in June.

The Red Cross has about 30 call centers located in chapters across the country to receive all types of calls for help, information and referrals. When the individual call center is activated it means that the center will be available for a period of time and call agents are ready to answer calls that come in.

In order to volunteer to work at a call center, a training session is given that lasts about three hours. This is where the volunteers learn how to answer calls, where to go for references, and how to fill out forms to "create a case". The rest is "on the job' training. The volunteer call agents are given a training manual and they also have a huge resource on line that is accessible to each one. In addition, they have an internal web site to access for further information. As people call in with particular concerns, the call agents go to the resources.

The time spent on a call averages about 10-15 minutes but can be longer if the need is there. There is a basic script to follow starting with a greeting and eventually getting a survey that results in feedback for the center. All of these are web based. The call agents listen with compassion, but try to get the caller to a resource for help as quickly as possible so the lines are available for other callers.

Volunteers are asked to be available as often as possible during the month that their call center is on alert. The average volunteer might donate about 4 hours of time during an activation. During a major disaster the volunteer hours can be very different. The centers are generally open during daytime hours with overnight calls during an emergency handled by headquarters.

Interested? Contact your local Red Cross chapter and ask if they have a call center. If so, speaking to the Call Center supervisor will put you on the fast track to help out when it is needed.

Janet "Moonbeam" Schoor is a RNR responder from New York City, but she's also a Red Cross disaster responder. She wrote to us in early July to say she had just spent two weeks in Cedar Rapids and Cedar Falls, Iowa, having been deployed by the Red Cross. She shared her story with us and we want to share it with you.

Moonbeam tells us, "My clown paraphernalia is always in my car along with my Red Cross go bag, and when I got assigned to go to Iowa, my first DR, I made sure to take my clown stuff with me.

I worked from an ERV for feeding most of my assignment, but the last 2 days were spent at a shelter in Cedar Rapids. By then residents had been there for about 2 weeks and in that short 2 days I got to know a few people and their children.

By my last afternoon there, I got permission from the shelter manager to put on a clown show. I immediately ducked into the bathroom, donned my costume, wig and nose, put on make-up, and got my tricks into a bag. I noisily went through the shelter, in costume, collecting children and their parents. You can imagine the excitement!

We went outside where I began to blow up balloons and make animals. Because there were only about five children , there was no rush, and the children each got a sword and several animals. I also showed them how to make the balloons.

Then I did face-painting--a few pirates for the boys and cats for the girls. After a little banter, we did a sing-a-long with their parents. For just such an occasion, I have xeroxed sing-a-long sheets of old songs that everybody knows such as "You Are My Sunshine", "In the Good Old Summertime", etc. Granted, these are geared more for adults than children, but my intention, once the time is right, is to get people singing...at least whoever feels like it.

For me, it was a great way to end a very fulfilling mission on a DR, and the kids and their parents, I could see, were delighted."

Alas, no pictures were taken as far as I know. I did get a positive evaluation, but it did not specify the clown act. it just said, 'She also went the extra mile with the children in the shelter. She made a big difference in a short amount of time. ' "

Thank you Moonbeam for sharing this story. We're sorry we don't have photos to share the smiles, but we are certain you did make a difference. That is what Red Nose Response is all about.

Editors Note: Janet says "I am not on a DAT team. I am on a Pro team which is the first volunteer response, as a team, to a disaster once Red Cross staff has arrived and begun to get things started."

We all know clowns are rarely afraid to express themselves and now, it's your turn to speak directly with RNR's President. He wants your questions, comments and even concerns about the organization. You can make a difference! Email him at jeremy@rednoseresponse.org. We will even share some of your thoughts in future newsletters.