Support at the end of the phone line

Vicki Schultz

Taking more than 1,000 telephone calls was all in a day's work for the team behind the COVID-19 hotline.

As a Senior Project Officer with the Regional Network Group in the Department of the Chief Minister, Vicki Schultz was key in setting up:

  • the hotline standard operating procedures
  • scripts
  • technology solution and
  • rosters.

Vicki was part of a small team of five, which rapidly increased to 26 people. Over 11 weeks, more than 140 staff in total became involved.

Staff took over 17,000 phone calls – including, on 31 March, 1,125 calls in one day.

Vicki is proud of the resilience, dedication, professionalism and capability within the team.

"Even in times of challenging phone calls, the team responded really well as they ultimately wanted to get the right information, support and assist others," she said.

"The situation was constantly changing so I really valued the way the team adapted and remain flexible. The drive and commitment to support the community was evident during this time.

"Everyone was coming together and wanting to do their best by others. The people that were assisting the phone calls were constantly aware that their advice impacted friends, family and the broader community."

Vicki said she personally learned new skills, and enjoyed working with a great high-performing team of people.

"Manning a call centre in an environment of constant change is no easy task and not everyone is suited for the role – but staff were quick to offer to assist in other areas," she said.

"I can't praise the team enough, having worked 10 weeks in a row without a full weekend, operating the call centre between 7:00am to 7:00pm and 9:00am to 4:00pm weekends. It's a huge effort.”

Vicki Schultz

Last updated: 13 July 2020

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