A Day in the Life of a Support Volunteer
Meet Deb and Randy Koepke, two of our amazing Support Line Volunteers! I (Hayli) got the chance to interview Deb and Randy at their home on a typical day covering the Support Line...
Diving into the Support Line
Deb and Randy have been married for 48 years and have two grown children—a son and daughter—and two grandchildren. Deb is a retired elementary school teacher, and Randy is a former telecommunications engineer for Verizon. “When I retired, I said I wanted to serve others because I would have plenty of time,” Deb shared. “I’m not good at sitting around!” Along with the Support Line, Deb volunteers at her former elementary school, with Project Reads, and at her church office. She also enjoys cooking and makes cookies for a church ministry.
Randy previously volunteered with several different organizations, including helping with meals at the Rescue Mission. But when he was diagnosed with liver cancer in August of 2023, their pace of life changed. After months of treatment, Randy had a liver transplant in February of this year. They found the Support Line at New Mercies to be a perfect fit: It was the most “germ-free” service they could do!
The Koepkes have been volunteering with the Support Line for over two years, starting even before Randy’s health concerns. They first learned about New Mercies through their church, Sonrise, where they heard Host Mom Flora Parsley give a presentation. That introduction eventually led them to start volunteering every week on the Support Line.
A Normal Support Line Shift
A typical day on the Support Line for the Koepkes is woven into their daily routine. “This afternoon I have an appointment,” Deb explained, “so it’s set up to go to my phone first, then it will go to his if I don’t answer.” If they miss a call, they just need to return it within an hour. They appreciate that the role fits into their lives so seamlessly. “You’re not sitting there waiting for the phone to ring—you can clean the house, do dishes, and cook supper,” Deb said. “For retired people, it’s perfect!”
Some shifts are quiet, but when the phone rings, it could be anyone from a case manager looking for resources for a client, to a school guidance counselor calling about an unaccompanied minor. Sometimes, the calls are from parents or other individuals who simply want to learn more about how New Mercies works.
When a call comes in from a parent needing a hosting, the Koepkes work together to gather information. Sometimes they take notes first and then type the form online afterward. “Some questions are tough, but I always say, no matter how you answer these, this isn’t going to keep your kids from being hosted,” Deb shared. The goal is not counseling, but information gathering so that staff can determine if New Mercies can meet the parent’s needs.
Why They Serve
A few stories have stuck with them. One of his earlier calls was from a mom living in her car with her two kids, Randy recalled. “That one was a hard one to get through. I tried to picture where they were at. I could hear the kids in the background, and that was the most emotional one—the desperation she had.” Deb also remembered a mother at Vincent House with teens who needed help for a weekend with her teen girls.
Sometimes, the hardest part is not knowing the outcome. But there is a deeper reason the Koepkes keep serving in those moments. “We always had a passion for serving,” Randy told me. Deb added, “Not all my volunteering has eternal purposes, but this one does.” They told me that they think about how they are the first step to families being helped, and that those who are served by the ministry will hear the Gospel, sometimes for the first time. Kids will attend church with their Host Families and hear the Word of God. And families will be surrounded by the body of Christ in their hardest moments. That eternal purpose is what helps Deb and Randy keep serving, even when they don’t know the end of a family’s story.
And in every call, they pray. While they don’t always speak directly about faith, prayer is something they offer to each parent they interact with. “We do ask if it’s okay to pray for them,” Deb said. “No one’s ever said no—usually they say they really appreciate that.” Randy added, “I had one mom who started crying.” These small moments of grace make it all worth it for the Koepkes.
The First Step
For those considering volunteering on the Support Line, the Koepkes had a few words of encouragement. “The more you do it, the more comfortable you get,” Deb told me. Plus, they’ve always felt supported by the Support Line Supervisor, Darriell. They send her any questions, and she is always ready to jump in and help.
They also stressed flexibility and how volunteers can let Darriell know if they need a day off or if something comes up during a shift. There are team meetings a few times a year, which they find helpful for community and best practices on the phone. “It’s nice to meet the rest of the team and see how they do things and take calls,” Deb said.
For those who may feel unsure, they suggested starting small and covering a few hours, or going through training to be a sub. Every hour helps!
Support Line Volunteers like Deb and Randy are often the first connection a parent makes with New Mercies. Their willingness to listen, offer compassion, and pray creates a pathway for families to experience support and stability through the body of Christ. Each call they take helps move a vulnerable family one step closer to hope. If you can offer your time, ask thoughtful questions, and show you care over the phone, this is a meaningful way to serve. Whether you start by covering a few hours or step into a regular shift, your service could be the beginning of something redemptive for a family in need.
Hayli is the Communications and Grants Specialist at New Mercies Ministries.