creating and maintaining an emergency call center
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Creating and Maintaining an Emergency Call Center. A Leadership Opportunity for Student Affairs Professionals. University of Illinois: Just the Facts. Location - PowerPoint PPT PresentationTRANSCRIPT
2012 NASPA Annual Conference s Phoenix, Arizona s March 10–14, 2012
Creating and Maintaining an Emergency Call Center
A Leadership Opportunity for Student Affairs Professionals
University of Illinois: Just the Facts
LocationThe University is in the twin cities of Champaign and Urbana (total population
180,000) in east-central Illinois. Situated about 140 miles south of Chicago, 125 miles west of Indianapolis, and 180 miles northeast of St. Louis.◦ 3 campuses
Springfield Chicago Urbana-Champaign
◦ Established in 1867 Students 43,862 Total students: 31,540 undergraduate and 12,322 graduate and professional students, 54% men, 46% women, 5.0% African-
American, 6.0% Latina/o, 11.0% Asian-American, 0.13% Native American, and 17% International *largest international student population for a public University
Faculty (FTE) 3,042 Members; 1,963 tenured/tenure track, 1,079 visiting faculty & instructional staff. Staff (FTE) 3,750 Administrative and academic professional 4,182 Support staff
RationaleCharge by our VCSALessons learned from Virginia Tech and NIUAbility to handle significantly higher number of calls◦ Emergency Dean program◦ 911 has 16 open lines
Centralizes communication—accessible and consistent info disseminated
Emergency responders need to handle the emergency and not be responsible for general communication/information
Emergency Call Center Planning Team
Office of the Dean of Students◦Overall maintenance◦ Staffing
Public Safety◦ Leads the response◦ Coordinates emergency response efforts
Public Affairs◦Media relations◦ Content/”script”
Foundation◦ IT support
Location
• UI Foundation Call Center– 65 computers and phone lines– 2 large screens where information can be
projected/updated– Centrally located on campus– Secure entry after hours– Back-up location• Assembly Hall
Emergency Call Center
Purpose
To provide a centralized call-in center that efficiently disseminates information to students, parents, faculty, staff, and the general public during a campus-wide emergency
Call Center is staffed by trained volunteers who will respond to calls by providing information about the emergency, identifying resource information, and offering reassurance
Who to Train: Targeted Groups
• Student Affairs Staff • Academic Affairs Staff • Religious Workers Association
How to Train: Initial Training• “Invitation” from the VCSA to all Student Affairs
professionals• ~12 different training dates– Vary dates and times– One (1) hour training
• Doodle RSVP• Lots and lots of reminders• Learning needs of those being trained
(visual/hearing/etc.?)
Team StructureSix (6) teams with approximately 40+ volunteers◦ Intentionally assigned◦Contact information loaded into Illini-Alert system
Each team has 2-3 Team Captains◦Each team member has team captain contact information◦ If volunteer unable to serve, expected to inform team
captainExpected to cover four (4)-hour shifts24 hour coverage (for as long as needed)
Training Sessions Structure2 x/yearIn-person (fall) and On-line (spring)Maintaining the rosterIllini-alertResource packet
Campus contact information (colleges, ISSS, etc)Campus and Community Medical/Mental HealthTransportationCommunity resources (Red Cross, Public Health, Food
Bank)
Training Sessions: FocusInitial Training (Summer/Fall 2010◦Orientation/familiarization◦ Buy-in
On-line Training (Spring 2011)◦ Review/reminder
Third Training (Fall 2011)◦ 45 minute training◦ Review of expectations◦ “Test” of the Illini-Alert/response system◦ Communication tips◦ 70% participation rate
Issues for ConsiderationBuy-inCooperation among the
planning teamWho to train/how many◦Other responsibilities
Learning needs of those being trained
• Unified Communications
Maintenance and on-going trainings◦ Keeping rosters up-to-
date◦Organization of trainings◦ Access to team rosters
Location/back-up location
Untested systemFamily Resource Center
Opportunities for Student Affairs Professionals
• Create• Organize• Recruit• Maintain• Create enthusiasm and buy-in
