Asking for help isn’t easy. For many people, making that first phone call can feel scary, overwhelming, or even impossible. That’s why the SMRS CARE Center is here, to make that first step feel a little lighter and a lot more supported.
When someone calls the CARE Center, they don’t reach a recording or get passed around. They reach a real person who is ready to listen with patience and compassion.
Desiree Beltran, Director of the CARE Center, says the heart of the team’s work is simple: treat every caller with empathy and respect while helping them find the right support. Every person’s story is different, and the CARE Center takes time to understand what each individual needs so they can be guided to the programs and resources that fit them best.
Director, SMRS CARE Center
After that very first call, Desiree hopes people feel heard, supported, and reassured that someone truly cares about their well-being. Maybe their situation hasn’t changed yet, but they know they don’t have to go through it alone anymore.
She also emphasizes how important it is for callers to have a consistent point of contact. As Desiree shares, “Having a consistent point of contact helps build trust and comfort. It allows individuals to develop a supportive relationship with CARE Center staff, which is essential during what can be a vulnerable and uncertain time.” Hearing a familiar voice and knowing someone understands can bring a sense of stability when life feels uncertain.
Maria Sida, CARE Center Coordinator, focuses on creating a sense of calm and trust during every call. She listens closely, speaks with empathy, and keeps a reassuring tone, especially when conversations feel heavy or emotional. She makes sure callers understand their options and feel supported every step of the way.
What keeps Maria motivated is seeing recovery happen. Hearing someone say, “You’re a lifesaver,” or getting a call back from someone who completed treatment and wants to keep growing in their recovery reminds her why this work matters so much.
The CARE Center is built on teamwork and shared purpose. Customer Care Representative Manny Gonzalez says the team supports each other by sharing ideas, offering feedback, and staying flexible. That connection carries over into the way they support callers.
For Manny, a successful call is one where the person on the other end feels heard and understood. His motivation comes from personal experience, growing up in a home affected by substance use gave him insight into both the pain families experience and the challenges individuals face. That understanding fuels his empathy and commitment to helping others begin their recovery journey.
Customer Care Representative Izaak Flores says the team leads every call with compassion and reassurance. Creating a safe and confidential space helps people feel comfortable being honest about what they’re going through. To him, a successful call is hearing relief in someone’s voice by the end of the conversation. What drives him most is knowing the CARE Center’s work can create real change, and sometimes even save lives.
The CARE Center team is also supported by Chris Abernathy, Chief Operating Officer, who oversees the department. Chris believes deeply in the power of connection and understands how important those first conversations can be. He is committed to making sure the team has what they need to keep showing up with compassion, consistency, and care for every person who calls.
Desiree adds that what makes the CARE Center special is the dedication of the team behind the phones. “Each day, we go above and beyond to ensure individuals receive thoughtful support and are connected to the programs and services that best meet their needs.”
The SMRS CARE Center is more than a phone number. It’s a place where kindness comes first, questions are welcome, and healing can begin with a single conversation.
If you or someone you love needs support, call the SMRS CARE Center at 877-507-6242.
