Many nonprofit, healthcare, and government agencies face challenges with their 24/7 hotline systems that impact the quality of care they can provide. To overcome these issues, it's essential to fully train hotline operators, track call routing in real-time, and implement best practices such as setting up a shift-request approval process, managing last-minute shift changes, having multiple layers of backups for overnight shifts, and providing additional channels like webchat, SMS, and WhatsApp. Conducting a "hotline audit" by calling the hotline yourself can help identify gaps in the experience and ensure that the system is working effectively. By implementing these best practices and considering factors such as training, data tracking, and staff work-life balance, agencies can improve their hotline systems and provide better support to their communities.