COVID Hotline – A Resource for the Gonzaga Community

Over 3,000 calls have come into the COVID Hotline since the beginning of Fall semester, about 60 percent of which have been to the contact tracing team in support of student needs. Most of these calls are regarding testing access and locations, or to explore whether a student’s COVID-like symptoms are an indicator to get tested. In the work to support students being served by our Quarantine and Isolation program, contact tracers and the housing and residence life staff are initial contacts for addressing needs such as feeling stressed or having forgotten a special item from a student’s residence – like slippers, or a phone charger.

Other calls to the COVID Hotline from employees, parents, and community members are primarily answered during weekday business hours by a collection of volunteer staff, aka call center agents, from the offices of University Advancement, the President, the Provost, and Finance. On weekends, an agent checks for and returns messages daily. Most calls to this team are from parents checking on the services and protocols related to our Quarantine and Isolation programs.

If you have questions about the University’s COVID operations and resources, call 509-313-7070 for these options:

Students – Press 1 to speak with a contact tracer for assistance with a ZagCheck red pass error, or if you have concerns or questions about COVID symptoms, exposure, or a positive test result. This line is personally managed from 9am to 9pm every day,
and there is an opportunity to leave a message.

Employees – Press 2 to speak with a call center agent, or

Parents and others – Press 3 to speak with a call center agent. COVID-related inquiries are taken seriously and are tracked and reported to university leaders. While not every coronavirus related call coming into Gonzaga funnels through the Hotline, the careful and personal attention of our contact tracers and call agents assist in the overall effort to safely manage the campus, help to support updates and refinements to the ZagOn site and guide university communications.

Thanks to our IT team for designing and managing the system, and to all who contribute to the personal attention of students, parents, and employees.

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