Healing Together, One Conversation at a Time
Written by Saudah M, Circle of Care volunteer writer
When Kathy Friedman picks up the phone, she’s not just making a call—she’s brightening someone’s day. As a volunteer with Circle of Care’s Phone Pals program, Kathy has discovered how powerful a caring voice can be to make people feel valued and be understood as more than their lived experiences. She brings a unique perspective to her volunteer role—one that skillfully combines self-assuredness and intuition with a compassionate mindset.
Building A Holistic Approach
For 40 years, Kathy worked as a leader in education and assisted young adults with disabilities within the Jewish community. Her life took an unexpected turn when she was diagnosed with an autoimmune disease that affected her vision and transformed her life almost overnight. Instead of stepping back, Kathy chose to channel her passion for helping others into a new role: as a volunteer with Circle of Care’s Phone Pals program.
Through Phone Pals, volunteers are matched with vulnerable, lonely, and isolated seniors and individuals in the community who are interested in connection through conversation. For Kathy, it was the perfect fit: a chance to use her skills in support, active listening, and experiential understanding of pain and recovery.
Almost four years later, Kathy reflects on how volunteering has given her a sense of purpose while she was navigating her own challenges. “It was a perfectly destined match,” she says.
Building Trust Through Conversation
Kathy’s success as a Phone Pal comes from her belief that every client deserves to be treated as more than their illness or circumstance. She actively responds to their emotions, not just their words, and creates space for her clients to feel connected. “It makes all the difference in the world,” she says. “We went away from this very constricting way to deal, to really being a human being in the conversation even if we’re not face-to-face with each other.”
Instead of asking routine questions like “how are you?” which she says often leads to predictable answers, Kathy begins with a statement, a daily anecdote, or even a piece of news. She listens closely to the tone of her clients’ voices, ready to notice what lifts them up or weights them down. “The reality is if you cannot capture the moment, then all the training makes no difference, so the question is to never ask ‘how are you’, because the answer to that is always ‘fine’ or ‘terrible’.”
By opening the door in this way, Kathy helps her clients focus on what inspires them, not just what troubles them. Together, she and her clients engage and care about one another’s opinions, creating an enriching conversation.
The Butterfly Effect of Caring
For Kathy, her calls with clients have become integral to her weekly routine, and she knows that they matter just as much to the people on the other end of the line. She dedicates these moments to giving them strength and sharing stories that encourage them to view their illness from a practical, positive mind. Easing the burden for her clients is just as important to her as is knowing that their shared moments have the intended effect—her clients trust her care and feel comfortable telling Kathy their needs.
Looking back, Kathy finds comfort knowing she’s formed bonds with her clients. She credits her work ethic to her determination, passion and effort to always approaching situations with clarity. It’s a very important but simple act of motivating change.
Inspiring Others to Care
Kathy’s story is proof that volunteers don’t just make a difference- they are the difference. Her determination, passion and effort show how a single voice on the phone can ease loneliness, restore dignity, and remind someone that they’re not alone.
She hopes that more people will step into this role, whether it’s supporting one person or many. “Volunteering is a powerful force,” Kathy says, “and caring has the power to change attitudes.”
If you are interested in volunteering at Circle of Care, visit our Volunteer page to learn more about our volunteer programs.
