Case Studies / VANC · Veteran Services
Veterans · Nonprofit · Mission

Veterans reach a human on the first ring.

VANC is a veteran-focused services nonprofit. Their intake line receives crisis, benefits, and general-services calls — often mixed in the same hour. MetisPro triages every call, answers routine questions, and routes urgent conversations to trained counselors within 30 seconds.

<30s
Crisis-to-human escalation
0
Missed calls in 90 days
3×
Counselor time freed for care

The problem

Fast take
  • Counselors were triaging routine benefits questions while veterans in crisis waited on hold.
  • Every call type mixed on one intake line — no way to route by urgency.
  • Burnout rising, care time shrinking, no capacity to add staff.

Veterans calling VANC's intake line have all kinds of needs — a benefits question, a housing crisis, a mental-health emergency, a request for a peer navigator. Every call matters, and none of them can wait. Before MetisPro, counselors spent most of their day triaging the wrong calls: answering routine benefits questions while a veteran in crisis was on hold.

VANC's leadership wanted every call answered on the first ring, every crisis routed instantly to a human counselor, and every routine call handled without pulling a counselor off the line — so the humans could do human work.

What we built

Fast take
  • Crisis-signal detection layer built with VANC's clinicians before go-live.
  • Crisis calls warm-transfer to a human counselor with live summary in under 30 seconds.
  • Routine benefits and program calls handled end-to-end, no counselor pulled off care.

MetisPro was trained on VANC's programs, benefit categories, service partners, and — critically — a crisis-signal detection layer built with the VANC clinical team. When a caller signals crisis (self-harm language, urgent housing, medical emergency), MetisPro warm-transfers to an on-call counselor with a live conversation summary in under 30 seconds. Routine calls are handled end-to-end.

Deployment took three weeks — an extra week versus a standard pilot because we built and validated the crisis-detection ruleset with VANC's clinicians before going live.

"The veterans we serve deserve a human on the other end of the line when they're in crisis. MetisPro doesn't replace that human — it makes sure that human is available every single time."

— VANC Clinical Lead

The result

Fast take
  • Zero missed calls in 90 days.
  • Crisis-to-human escalations complete inside 30 seconds.
  • 60% of counselor time recovered from routine calls — back to care.

Zero missed calls in 90 days. Crisis-to-human escalations happen inside 30 seconds. Counselors' time is now spent almost entirely on care — the routine calls that used to eat 60% of their day are handled by MetisPro. VANC leadership reports the shift has changed the culture of the intake team: less burnout, more meaningful work, better outcomes for veterans.

Serving veterans, first responders, or families in crisis?

MetisPro deployments for mission-critical intake lines include a clinician-validated escalation layer. Book a briefing.

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