24/7/365: Telecom center always picks up for MSU
ContactMSU is MSU’s one-stop-shop responsible for answering non-emergency phone calls and texts sent to the general information number found at the bottom of many msu.edu websites.
Julie Huston, manager of ContactMSU, leads a team of 15 full- and part-time staff, who work in shifts to keep the service center running 24/7, 365 days a year. Huston joined MSU in 2016 after 30 years at United Airlines in Chicago, mainly in contact center leadership roles.
“We’re really a catch-all information center for the entire university,” Huston said. “We serve all groups by answering questions and directing people to the right place.”
Whether it’s a faculty or staff member calling about a temperature problem in their building, campus guests inquiring about event information or students who have questions about admissions or dining hall hours, ContactMSU answers it all.
Last year, ContactMSU responded to nearly 140,000 calls, texts, emails and web chats. Plus, they are at the other end of the phone when someone gets stuck in an elevator or accidentally presses the emergency button — nearly 200 times on average in a month.
“Every dorm room used to have a phone in it, so the main MSU phone number used to primarily serve students,” Huston explained. “Today, we are a resource for anyone who has an MSU-related question.”
ContactMSU is one of the only non-emergency resource centers on campus that is available after hours. Located near the MSU Police office, Huston’s team maintains a good working relationship with the police to ensure that the campus keeps running smoothly.
MSU faculty and staff also can tap ContactMSU for after-hours event support. Departments can work directly with Huston’s team to define event protocols and point guests in the right direction.
Huston added, “We can provide an after-hours presence for any department on campus. We really encourage faculty and staff to utilize this resource for the work they are doing.”
ContactMSU also houses ContactIPF, a central resource site for IPF service questions and information intake for facility repairs, dispatching skilled trades workers for resolution and facilitating IPF emergency procedures. In November alone, ContactIPF created more than 2,300 work orders for IPF staff.
During the winter months, ContactMSU encourages all MSU faculty and staff to report any slippery parking lots or sidewalks via phone, text or email. This alerts IPF and allows a staff member to be dispatched immediately.
Reach out by calling or texting (517) 355-1855 or emailing ContactMSU@msu.edu. You can also find them from the MSU app under the “more” tab.
Learn more about ContactMSU here.