Stewardship: We conduct our business in a manner that is reflective and protective of the public trust in us as stewards of the University’s facilities.
Part of the Values at Work Series
Facilities Services' On-Call Technicians Demonstrate a Commitment to Stewardship
Imagine a bustling campus, where the hum of activity never truly ceases. As the sun sets and the campus quiets down, a dedicated team of on-call technicians stands ready to ensure that every building remains safe and functional, no matter the hour, nor whether the University is on a holiday break.
Why This Program Matters
Facilities Services’ On-Call Program is a beacon of reliability and efficiency, designed to address after-hours needs with precision and care. This program is not just about fixing problems; it's about maintaining the heartbeat of the University, ensuring that every student, faculty member, and visitor can enjoy a seamless experience.
The On-Call Program was developed with a clear purpose: to ensure every issue is handled promptly and professionally. This program applies to all University buildings on the Main Campus, the J.J. Pickle Research Campus, and other Austin-area University buildings maintained by the Facilities Operations and Maintenance (FOM) division of Facilities Services.
Benefits to the University
“Implementing an on-call program offers several significant benefits to the campus,” said FOM Director Scott Griffin. He identifies the following benefits:
- Enhanced Responsiveness: Our on-call program ensures that critical issues are addressed promptly, minimizing downtime and maintaining operational efficiency.
- Improved Customer Satisfaction: By having dedicated personnel available to handle emergencies, we can provide better customer service, addressing issues swiftly and effectively outside of regular business hours.
- Operational Continuity: Our on-call program helps maintain business continuity by ensuring that key functions are always covered. This reduces the risk of prolonged outages and helps in maintaining the organization's reputation.
- Skill Development: On-call duties provide employees with opportunities to develop new skills and gain a deeper understanding of critical systems. This leads to improved problem-solving abilities and a more resilient team.
- Shared Responsibility: A well-structured on-call program fosters a culture of shared responsibility. Technicians understand the importance of their role in maintaining service reliability, which can lead to improved camaraderie and reduced burnout.
Meet the Heroes Behind the Scenes
Operations and maintenance are the backbone of this program, with various trades participating, including carpentry; electrical; fire electronics and sprinklers; mechanical maintenance; heating, ventilation, and air conditioning/refrigeration (HVAC/R); steam/plumbing; instrumentation and controls; and supervisors. These skilled professionals are always ready to tackle any challenge that comes their way.
Dennis Bailey, a carpenter from the Zone 4 (south campus) maintenance shop, shares his perspective: “I’ve been part of the On-Call Program since I began 16 years ago. I’ve always viewed it as being a way to boost my salary and to keep the campus running. One thing I have learned is that this campus has to have maintenance staff present, because things can break down or not work properly. The On-Call Program and the swing shift are good, vital programs.”
How It Works
The FOM administrative team meticulously maintains a rotating schedule of on-call participants, ensuring that every week is covered. If an on-call participant leaves the University, the schedule is promptly adjusted to fill the vacancy. Newly hired staff members can volunteer for relief coverage once they are deemed ready, ensuring a seamless transition into the rotation.
Responsibilities
On-call participants are compensated for their dedication, receiving a lump-sum payment based on the current hourly on-call rate. They are also paid for the time worked during call-ins, ensuring they are fairly rewarded for their efforts. Participants must be available for work during their assigned on-call periods, ready to respond to any issue that arises.
A Day in the Life of an On-Call Technician
Imagine being an on-call technician. Your week starts on a Tuesday afternoon, and you pick up your assigned pouch containing a cellphone, charger, and parking pass. As you go about your day, you remain prepared to respond to any call from the after-hours team, also known as the Facilities Control and Monitoring System (FCMS). Whether it's a minor issue such as a restroom fixture or a more significant problem requiring immediate attention, you are the first line of defense.
When a call comes in, you determine the nature and location of the issue, coordinate with FCMS, and head to the site. Your expertise allows you to assess and address the problem efficiently. If additional assistance is needed, you call for backup, ensuring that the issue is resolved promptly. Once the job is done, you report back to FCMS, providing an update and returning all equipment.
But what is it really like to be on call?
“It's 2 a.m. Monday morning, when a small air handler in a downtown skyscraper trips offline. Usually not an emergency, except this air handler cools a critical server room — and it's a holiday week," explains Ethan Turnipseed, a technical trades crew leader with the swing shift (an overlapping shift that begins before day-shift technicians leave for the day), who was on call during the University’s winter break. He was on the scene to quickly assess and address the issue in order to get the air handler back on line to protect the critical server’s operation.
Ethan says that he enjoys the On-Call Program. “Being a part of this program for over five years now, I still encounter challenges that require me to study the equipment and really troubleshoot. It's a wonderful way to learn more about all of UT's buildings, expand one's capacity as a technician, ensure that we are able to continue uninterrupted as a world-class university, and earn a little extra along the way.”
Demonstrating Our Values While Supporting the University’s Mission
The On-Call Program is more than just a program; it's a commitment to excellence and reliability. The technicians with this program are part of a team that keeps the University running smoothly, day and night. Their skills and dedication ensure that every building remains a safe and welcoming environment for all. They are the ones behind the scenes who demonstrate the value of stewardship as they serve with care to meet the needs of our community and customers, display attentiveness through action, and responsibly manage resources to maximize our impact at The University of Texas at Austin.
For media inquiries, contact Valerie Nies at valerie.nies@austin.utexas.edu or by cellphone at 512-627-7577.