Students find what they need at 855-IUIU

With just one campus phone number, a student can find directions to class, a parent can find out if a basketball game will be on ESPN, and a professor can even set up a conference call.\nThe IU Call Center, accessed by 855-IUIU, is a 24-hour service for anyone who has a question about the University. \n"We have a multitude of duties," said Jean Reed, daytime supervisor for the Call Center. "We really have to know what's going on."\nMary Lou Emmons, a Telecommunications support manager, said its services include giving building and street directions, event information, bus schedules, sports information, campus and departmental phone numbers, and many Bloomington phone numbers. They also take questions regarding campus cable and phone repairs. \n"I use it to find friends' numbers who live on campus, for legal services, the Health Center and for my job," junior Tweed Panozzo said. "I probably use it once a week."\nOthers use the number in emergency situations. Emmons said the Call Center pairs with Residential Programs and Services and has a list of on-duty resident assistants in each dorm, for each night. She said students sometimes get locked out of their dorms in the middle of the night and don't know what else to do.\n"There are probably one or two calls a week like that," Emmons said. \nEmmons and other Call Center employees try to inform students about the helpful service. At the beginning of each school year, especially during Welcome Week, it advertises, using the slogan "Give us a ring, it's a real cool thing." They also encourage students to program the number into their cell phones.\n"New incoming freshmen don't have a clue what's happening on campus," she said. "We're here to help."\nBut despite these efforts, many students are unaware of the 855-IUIU.\n"I don't know about it at all," said sophomore Kaicy Gibson. "It's not very well publicized."\nThe campus switchboard has been used for at least 50 to 60 years as a directory service, Emmons said. The actual 855-IUIU number was created in 1989 when the University adopted the exchanges 855, 856 and 857 for all campus phone numbers. By 1994, the entire system was computerized.\n"The switchboard, Call Center and directory have evolved just as any technology has," said Emmons, who has worked with the call center for about 12 years. \nThe Call Center has between 15 and 18 employees, who are both full and part time workers. They range from an hourly employee hired early this month to an operator who has worked there for 34 years. When a call comes in, it is routed to one of the operators working. The operator then finds the appropriate information through extensive databases with a few clicks of a mouse.\n"We're fast and efficient," Emmons said.\nReed, a 20-year employee of the Call Center, said the service is usually used for emergency situations, the directory and general campus information. However, she has found sometimes students just need someone to talk to. "We actually talked a young lady out of suicide one time. Those are few and far between, but at least we're here," she said. "Every time you get that call you never know who's on the other line."\nEmmons agrees the service, which takes an average of 60,000 calls a month, should be a comfort to people. Since so many people make IU their home, they should be able to find information anytime they need it, including the during the summer months and throughout the night. \n"When you're opening Christmas presents, we're here. When you're eating turkey dinner, we're here," Emmons said. "We never stop."\n-- Contact staff writer Kelly Ginty at kginty@indiana.edu.