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Creating and Maintaining an Emergency Call Center

Creating and Maintaining an Emergency Call Center. A Leadership Opportunity for Student Affairs Professionals. University of Illinois: Just the Facts. Location

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Creating and Maintaining an Emergency Call Center

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  1. Creating and Maintaining an Emergency Call Center A Leadership Opportunity for Student Affairs Professionals

  2. University of Illinois: Just the Facts • Location • The 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

  3. Rationale • Charge by our VCSA • Lessons learned from Virginia Tech and NIU • Ability 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

  4. 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

  5. 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

  6. Emergency Call Center

  7. 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

  8. Who to Train: Targeted Groups Student Affairs Staff Academic Affairs Staff Religious Workers Association

  9. 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.?)

  10. Team Structure • Six (6) teams with approximately 40+ volunteers • Intentionally assigned • Contactinformationloadedinto Illini-Alertsystem • Eachteam has 2-3 TeamCaptains • Eachteammember has teamcaptaincontactinformation • Ifvolunteerunabletoserve, expectedtoinformteamcaptain • Expectedtocoverfour (4)-hourshifts • 24 hourcoverage (for as long as needed)

  11. Training Sessions Structure • 2 x/year • In-person (fall) and On-line (spring) • Maintaining the roster • Illini-alert • Resource packet • Campus contact information (colleges, ISSS, etc) • Campus and Community Medical/Mental Health • Transportation • Community resources (Red Cross, Public Health, Food Bank)

  12. Training Sessions: Focus • Initial 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

  13. Issues for Consideration • Buy-in • Cooperation among the planning team • Who 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 system • Family Resource Center

  14. Opportunities for Student Affairs Professionals Create Organize Recruit Maintain Create enthusiasm and buy-in

  15. QUESTIONS ?MLCOOPER@ILLINOIS.EDUBALLOM@ILLINOIS.EDU

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