VATICAN CITY — While Pope Francis continues his stay in a Roman hospital, the nuns managing the Vatican’s switchboard are receiving a surge of calls. They are frequently asked questions such as, “How’s Pope Francis doing?” or “Can you pass on my get-well wishes to him?” Some even enquire about the possibility of speaking directly with the Pope.
Sister Anthony, who oversees the switchboard operations situated closely to St. Peter’s Basilica, noted the emotional connection callers feel with Pope Francis, likening them to children eagerly awaiting news about their father. “We tell them to pray for him,” she explained.
The Vatican’s main phone number is publicly accessible, and the diligent sisters of the Pious Disciples of the Divine Master ensure that every caller speaks to a real person. The Vatican has chosen this personalized approach over automated systems, which are now common in many large organizations. “This is the Vatican’s voice — maintaining a human touch amidst digital communications,” stated Mother Micaela, the order’s superior.
The sisters of the Pious Disciples are part of the broader Pauline orders, established over a century ago with a focus on communication. They manage much of the Catholic publishing activities worldwide. Having begun their switchboard responsibilities in the spring of 1970, they were charged with offering a service that transcends mere information, striving instead to represent Christ’s voice through the telephone, as the then-mother superior directed.
Currently, these sisters, often donning headsets beneath their veils, work the phones for 12-hour shifts daily. They are positioned in front of large monitors displaying the country of origin of each call received. During nighttime, the Vatican’s police, the gendarmes, take over.
About a dozen sisters from a variety of countries, including Italy, Poland, and the Philippines, handle inquiries primarily in English, Italian, and Spanish. Many callers require redirection to specific Vatican departments, which the sisters manage with the assistance of extensive directories, comprehensive knowledge of Vatican protocols, and an innate sense of discretion, according to Sister Anthony.
Those who reach out seeking financial aid are transferred to the Vatican’s almoner’s office, which has been actively aiding individuals affected by recent conflicts, natural disasters, and other humanitarian needs worldwide.
In her recent shift, Sister Gabriella assisted a priest seeking to coordinate with others for a joint Mass as part of his jubilee celebration. Given that 2025 marks a Holy Year for the Catholic Church, prompting an anticipated 32 million pilgrim visits to Rome, the sisters frequently handle similar inquiries in their daily batch of 50-70 calls.
However, some callers present more complex situations, such as emotional distress or anger. “Every call is unique,” remarked Sister Simona, a 15-year veteran of the service.
Known for his informal approach and personal engagement with the marginalized, Pope Francis often sparks requests from callers wishing to speak with him directly. “People of simple faith don’t grasp that the pope cannot converse with everyone,” Sister Gabriella remarked.
At times, the sisters find themselves offering comfort or guidance to those in need, in spite of the risks of being perceived as official Vatican representatives. Sister Anthony, who recently joined from the Philippines, feels that providing solace is part of their duty. “Offering consolation and hope is important,” she said, reflecting on a Muslim woman’s interest in the Pope’s well-being as a particularly touching example. “It’s a testament to his wide-reaching impact,” she noted, acknowledging other less amicable callers with respect.
The sisters take pride in offering a compassionate, feminine perspective to callers. According to Mother Micaela, “Pope Francis frequently emphasizes the motherly aspect of the church, and our approach embodies that nurturing spirit.” With approximately 1,100 women working at the Vatican, women are increasingly taking on significant roles, though major religious offices remain male-dominated.
The switchboard sisters find satisfaction in both their behind-the-scenes contribution and the Vatican’s growing recognition of women’s roles. “It’s an honor to serve alongside the Pope and contribute to the global church,” Sister Anthony expressed. “The expanding responsibilities for women provide us with a sense of empowerment and purpose.”