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Michigan State UniversityMichigan State UniversityInfrastructure Planning and Facilities
Tonya Govereh talks to a campus customer on the phone.

Photo courtesy of Communications and Brand Strategy

MSU operators/dispatchers handle variety of campus questions


June 20, 2013

Over the span of a year, Michigan State University operators/dispatchers, based in Infrastructure Planning and Facilities, receive nearly 200,000 calls from customers, both inside and outside of the university. The team of 14 is ready to answer any call that comes its way 24 hours a day, 7 days a week, 365 days a year.

Currently, each one of the 14 team members is equipped to handle both operator and dispatch calls. There are two separate phone numbers: one specifically for operator calls at (517) 355-1855 and one specifically for dispatcher calls at (517) 353-1760.  

An operator call is typically a call from a customer with an inquiry regarding MSU. An operator/dispatcher will then direct the call to the MSU services needed, making the search for information and services as easy as possible for the caller.

Dispatch calls typically come from customers within the university and are related to issues that the customer is having with facilities in a building. Once the call comes in, an operator/dispatcher will take the information and then contact the appropriate skilled trades expert who is equipped to fix the problem.

One on-campus customer, Meat Laboratory Manager Jen Dominguez, is very thankful for the help of the operators/dispatchers, whom she frequently calls to request service to her building.

“The operators and dispatchers are the best. I have had to call them as early as 5 a.m. with problems that could be as simple as a toilet that won’t quit running to our most recent problem: water leaking from a light fixture in the basement. Within 15 minutes of calling in our last problem, the operators/dispatchers had a plumber and an electrician in our building working to fix the problem,” said Dominguez.

In addition to fielding incoming calls to the university, they initiate emergency procedures and coordinate crucial communications.  In cases of severe weather such as tornadoes, they monitor conditions and warn campus crews of threats to provide for their safety.

Whatever problem a campus customer may have, the university operators/dispatchers are here to help.

MSU Infrastructure Planning and Facilities builds and maintains the physical environment for Michigan State University’s education, research and outreach missions, and directs the university’s sustainability initiatives and long-term infrastructure planning goals. The unit’s experienced team of professionals keeps MSU running 24/7/365, delivering an immense menu of services and providing expert analysis for university objectives. Call (517) 353-1760 for emergency service.

Telecom by the numbers

  • Dual role as University operator and IPF dispatch
  • 24/7 operation
  • 14 staff members
  • 36,900 dispatch calls last fiscal year
  • 125,800 operator calls last fiscal year
  • 19,100 troubles opened for IPF via dispatch