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At the recent AWS Imagine for Nonprofits Conference, leaders and innovators came together to explore how technology can better serve communities. Among them was Oscar Gonzalez, Director of the Boys Town National Hotline, who shared a powerful look at how thoughtful innovation is helping save lives.
The Urgency Behind Every Call
“You have 15 minutes to save somebody’s life. That’s the urgency we deal with when we have young people calling in who are on the verge of taking their lives or have started the process of taking their lives,” said Gonzalez.
This reality shapes every interaction handled by the hotline. Each call is more than a conversation. It is a critical moment where compassion, skill, and timing must come together.
A Meaningful Partnership Driving Change
Through a collaboration with the Arizona State University Artificial Intelligence Cloud Innovation Center, powered by Amazon Web Services, the Boys Town National Hotline has taken an important step forward in strengthening the quality of care it provides. Together, they have developed an AI-powered Quality Assurance system designed to support and enhance the work of hotline counselors. This system helps:
• Transcribe hotline conversations with accuracy
• Analyze interactions to identify key patterns and needs
• Score calls to ensure consistent, high-quality support
The goal is simple. Ensure every young person, parent, or family member who reaches out receives the same level of care, attention, and compassion, no matter when they call.
Technology Supporting Human Connection
This advancement is not about replacing people. It is about supporting them. By providing clearer insights and more consistent evaluation, this system allows counselors and supervisors to focus on what matters most: being present, empathetic, and effective during life-changing moments.
It is a strong example of how technology can strengthen human-centered services and expand the reach of organizations dedicated to helping others.
The Impact in 2025
This work is not just innovative. It is making a measurable difference. In 2025, the Boys Town National Hotline continued to support children, teens, and families at scale:
• 459 suicides in progress were stopped
• 197,000+ youth and families received direct care
• 106,600+ hotline contacts were answered
• 1.7 million+ people accessed online resources
Behind each of these numbers is a real person who found support during a critical moment.
Help Is Always Within Reach
The Boys Town National Hotline is open 24 hours a day, 365 days a year, and is staffed by specially trained counselors. It is accredited by the American Association of Suicidology and serves individuals across the United States, Canada, and U.S. territories.
If you or someone you know needs support, help is available:
Call: 800-448-3000 Text: VOICE to 20121
No one has to face a crisis alone.
