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Switchboard shift supervisor Maria Caetano connects a caller to the correct organization Feb. 5 on Ramstein. Caetano has worked at the U.S. Air Forces in Europe Consolidated Switchboard for 14 years and speaks five languages.
In the early morning, when the phones are relatively silent, the operators of the U.S. Air Forces in Europe Consolidated Switchboard prepare for the daily rush of calls.
Mostly local nationals, they laugh and joke with one another in a mix of German and English. When the calls come in, they are instantly prepared, switching easily between languages to assist the caller as efficiently as possible.
Every day and hour of the year, the operators at the Telephone Operations Facility on Ramstein are available to connect callers from all over the world. A total of 43 employees field more than 170,000 calls each month. This crucial work is achieved by the use of the consolidated switchboard, an electronic system allowing operators to connect to more than 30,000 telephone numbers.
The switchboard is the only one of its kind in all USAFE facilities. The operators are responsible for directing telephone calls between bases in Germany, Turkey, the Azores, Italy and the United Kingdom.
Since the customer pool is so diverse, the most important skill an operator must have is the ability to speak English and at least one other language.
“It’s a must for this job,” said Pia-Maria Sakuda, chief of Telephone Operations. “We speak seven different languages in all, which extends our customer service to people from all over the world who don’t speak English.”
While the official duty of the Consolidated Switchboard is to provide connecting services to the five countries in the USAFE command, the operators also receive calls from other countries. Such callers are assisted as readily as callers from USAFE locations.
“I am especially proud of our non-bureaucratic system,” Sakuda said. “We will give service to
any caller who needs assistance. Our customer service is our No. 1 priority.”
Switchboard operator Ursula Dunn said the satisfaction that comes with successfully assisting a customer is one of the reasons she loves her job.
“We’re the first stop for people to find out what’s happening on base,” Dunn said. “Many people are new to the base and are trying to find out where things are. My favorite part of this job is being able to help them find what they need.”
Another crucial service performed by the operators is the connection of morale calls between deployed service members and their families. Operators may receive and connect incoming calls from service members or direct calls to deployed service members from family members at home.
“This is a very special part of the job,” said Maria Caetano, switchboard shift supervisor. “It’s very important, because we are the gateway to connecting these separated families.”
It is this simple but necessary power to connect making the services offered by the consolidated switchboard so critical. Although the operators acknowledge it is sometimes stressful, there is a sense of purpose and pride that comes with the job. The camaraderie among the operators creates a friendly and supportive work environment.
