AUSTIN, Texas — The National Domestic Violence Hotline helps thousands of people across the country, but its cramped facilities weren't matching its growing needs.
Now the Hotline is now making big changes.
For the past 18 years, Paula Middleton has answered difficult phone calls. But for the first time in nearly two decades, the hotline advocate is doing so in a state of the art environment.
"It really kind of like feeds your passion to want to continue to do it," Middleton said of her new office space.
The National Domestic Violence Hotline is now in a brand new building after 20 years in its original, cramped location.
"It makes it so inviting to come to work, and do the things that we have to do and give you space and freedom to really be able to open up and be there for the callers,” said Middleton.
With the upgrade, the Austin-based organization has doubled its service capacity. A much needed boost, especially since more than 100,000 contacts went unanswered last year due to lack of resources.
"We are taking calls from all over the U.S. and U.S. territories. In this new space, that national footprint is reflected in the fact that there is room for growth,” said Cameka Crawford with the National Domestic Violence Hotline.
Not only growth, but improving the way in which the Hotline can better help those in need.
"We're also able to collect data in a way that we've never been able to collect it before, and really allows us to have the conversations to show that there is still a need for this organization," said Crawford.
There’s also a never-ending need for dedicated employees like Middleton on the other side of the phone.
"I really love what I do, this is my true passion,” Middleton said. “All this space makes it a lot easier to do it."
The National Domestic Violence Hotline answered its four-millionth call last week since 1996. The organization says they receive up to 1,100 calls and messages per day.