Call Center Management Featured Article
Georgia County Hosts Virtual Grand Opening of Emergency Services Call Center
As of today, Georgia has reported more than 30,000 cases of COVID-19, and more than 1,300 deaths, with both infection cases and deaths still on the rise, and hotspots appearing, even in rural areas. While the state continues the process of “re-opening,” many residents remain confused and scared.
“A new projection by the Institute for Health Metrics and Evaluation, a model favored by the White House, assumes many Georgians will stay at home and summer heat will suppress the virus,” according to the Atlanta Journal Constitution. “Still, IHME revised its cumulative death toll figures upwards to nearly 5,000 by August, an increase of more than 140 percent.”
With residents cautious and some local leaders wary of overwhelmed hospitals, some call centers around the state are taking a more “virtual” approach to business. Coweta County, in the west of the state, recently held a virtual reopening and tour of the 911 call center Tuesday through Facebook (News - Alert) Live. Michael Terrell, 911/Emergency Management Agency director, conducted the online tour of the newly remodeled center, which was paid for through Special Purpose Local Option Sales Tax dollars, according to the Newnan Times Herald.
“We appreciate the support of our community and our citizens,” Terrell said.
In addition to acting as the county’s 911 dispatch call center, the Emergency Operations Center is utilized for the management of emergencies, such as storms. It features a call center, smaller meeting rooms, tables for public safety and utility partners, and a resource wall with cameras and maps. The recent remodeling doubled the size of the facility and increased the number of employees from 10 to 18. The renovations include the addition of new consoles with four monitors. The new consoles allow the dispatchers to work in different positions and can be raised to be used as a standing desk.
In addition to the call center, the newly remodeled building houses the Coweta County’s records retention facility and emergency management department. The emergency operations center was also updated as part of the project.
Edited by Maurice Nagle