Behind the Scenes with Darriell

At New Mercies, every hosting begins with a phone call. On the other end of that call is often a parent facing the hardest moment of their lives. In this difficult space, our volunteers have one of the most sacred opportunities to show the love of Christ. This is where our Support Line steps in. The Support Line is staffed by multiple volunteers who answer the phone Monday to Thursday from 8:30 a.m. to 4:00 p.m. each week, along with a few hours on Friday.

The Support Line is not just a phone number. It’s the heart of how many families first encounter New Mercies. It’s where trust begins and where hope can start returning. And at the center of this ministry is Darriell Giumento, our (new!) Support Line Supervisor.

Moving Pieces

Darriell’s days rarely look the same. From early morning calls to coordinating hostings that begin within hours, she is constantly in motion—texting, calling, organizing, and most importantly, praying. “There is always something in the works,” she shared. Whether it is talking with a Family Coach, reaching out to a potential Host Family, or responding to urgent requests from Support Line Volunteers, her work requires both careful planning and a deep trust in God.

Much of her role involves discerning needs and walking with families through what can be incredibly emotional conversations or times in their lives. Sometimes a family needs an overnight hosting while a parent works a night shift. Other times, it is more complex, involving agencies or legal timelines. With all these moving parts, each hosting requires coordination, lots of communication, and deep compassion.

Watching God Work

But beyond logistics, the Support Line is ministry. “We are the first to show Christ’s love and care for a parent by listening to their need and being nonjudgmental,” Darriell explains. In one memorable instance, a mother—pregnant and overwhelmed—called the Support Line, obviously frustrated. She had a young autistic child and no one to help during her delivery. Darriell had a long conversation with her, helping her work through her frustration and explaining how we might be able to help.

That same day, God orchestrated everything that was needed to host this precious child. Darriell messaged out the need to volunteers, and a brand-new Host Family stepped forward to take on the hosting that afternoon—something that rarely happens that quickly. And just like that, what began as a difficult phone call turned into a week of daily conversations, prayer, and trust while a new baby entered the world. “God wanted us to host this child,” Darriell told us.

An Unexpected Role

Darriell never expected to be in this role. She first served through the meal ministry, preparing meals for Host Families. It was a conversation with a friend that opened the door to getting more involved. “I love to organize,” she laughs. “But I never thought I would be on the phone with parents most days.” And yet, this unexpected calling has become one of the most rewarding parts of her life.

When the work feels heavy, she remembers that she is not the one in control—God is. “He loves them more than I ever could,” she says. She keeps a list of parents’ names on her desk and prays over them daily.

Why does she do it? “God called me, and I was obedient,” she says.

The Support Line is the front door to the Hosting Ministry—and Darriell and the Support Line Volunteers hold that door open with grace and hearts full of compassion. It’s not just about connecting families with resources. It is about showing them they are seen, known, and deeply loved by the God who redeems.

Want to help a family feel known and loved? Get involved today!