Purpose of the training:  Provide guidance to those responsible for answering calls during a campus emergency.  (Calls to the Family Information line, the Dean of Students office and Housing and Dining Services will be forwarded to these operators.) 

Facilitator(s):  Terry Fernandez

Participants:  Telephone Communications Team

Equipment/supplies provided: Copy of the Emergency Management Procedures, backpack, hat, armband, ID holder, flashlight, first aid kit, whistle, and extra flashlight batteries, toothbrush and toothpaste, bottled water, notepad and pencil, 2 glowsticks, EAS identification card.

Responsibilities: 

• Denis Cofer will be responsible for setting up phones, as needed, at alternate sites.
• Operators will be provided with information updates by a member of the Emergency Response Team or a designee, regarding the status of the campus community to enable them to respond to general information requests.
• For callers who need more attention, have more complex information needs, or who may become agitated, the Associate Dean of Students and staff from the Counseling Center will be available.
• More information on following attachment.
  

EMERGENCY PHONE BANK VOLUNTEERS

WHAT INFORMATION WILL I HAVE?

The University will provide you with information to share with callers. Information may include:
• University announcements and updates
• Web/Radio/TV locations for updates
• Location for student check-in/registration
• Location of counseling services
• Location of health services
• Location of morgue
• Where to direct media calls
• Where to direct complaints or problems
• Emergency and hospital contact numbers
• Where to report to offer assistance or services

WHAT WILL CALLERS ASK ME?

Callers may ask for information, advice, comfort, or practical help. Questions may include:
• What is happening?
• What is the University doing?
• Where is my child? Is my child OK?
• Is my class meeting?
• Where should I be or go?
• Should I come in to work?
• When can I get back in the dorm?
• Should I come to campus to get my child?
• I left my meds in the dorm, what should I do?

WHAT CAN I EXPECT AND HOW SHOULD I HANDLE IT?

You can expect that callers may be upset or crying, angry or confrontational. They may not want to end the call. It is your job to provide information, and to help the caller feel heard and assisted.
• Try to keep calm, and speak in a normal conversational tone, even if your caller is unable to do so.

• Be patient with callers who are having difficulty communicating, or whose English may be poor.

• Ask for assistance from your fellow volunteers or supervisor whenever you need it. Try to take care of yourself and your fellow volunteers (take a break when you need one, etc.)

• If you feel the caller is simply not going to be satisfied with the call, offer to pass them on to a supervisor or counselor who may be able to help them.

• Offer affirmation and comfort (without making unrealistic promises):

“I can hear that you are very worried. Let me explain to you what we are doing to locate and register every student.”
“I can hear you are upset; is there anyone you can call to come over and keep you company?”
“I know it’s upsetting to feel like you don’t know what’s happening, especially in a situation that is changing so fast. Let me give you the most up-to-date information we have available right now. I’ll also give you some ways of getting ongoing updates the moment they are available.”

Try to bring an end to long conversations that tie up the phone:
“I can tell you are anxious and would really like to keep talking about this. I am going to give you the number of a hotline, so that you can get some support, and also some ways of getting updates.”
“Let me repeat to you what I hear you are angry about, so you can be sure I have got it, and then we’ll have to hang up so I can see what can be done to address your concern.”