Page 11 - Mississippi 811 Magazine 2020 Issue 3

We don’t really know, at this point, just how devastating the COVID-19 will be on all our workforces. At Mississippi
811 we are taking every measure to keep our employees healthy and able to
meet your demands. We are especially concerned about the effect this will have on the already strained locator personnel. There may be delays that are beyond their ability to control. We will encourage them to communicate any delays to the excavator. We encourage excavators to be understanding as we go through trying times ahead.
Fred and Sam’s commitment to both excellence and safety has been evident throughout this crisis and the foresight of the business continuation plan has been key in keeping MS811 performing the vital services it provides to the state. Despite COVID-19’s presence, demands remain and must be met. “Our call volume has remained very heavy and we have actually seen an increase in locate requests year-to-date. At the outset of the pandemic, we were concerned that locators out in the field would be overwhelmed and we put
out several appeals to the excavators asking them to delay non-essential
excavations. Despite that, ticket volumes have increased. Fortunately, around 50% or more of our locate requests are submitted electronically, which has been a big relief to our call volume.”
Even with a plan in place, there are always obstacles to overcome. “There have been some issues with internet connectivity, but we have been able to work around most of that, thanks again to a hard-working and dedicated staff,” says Fred. “Our Damage Prevention Coordinators have continued to work from home helping our members
with any issues that have come up. Anyone who needs their assistance is encouraged to reach out to them.”
The uncertainty the entire world faces right now as we move forward with
life while continuing to address these new COVID-19 related obstacles is
being met with courage, caution and thoughtfulness at MS811.“We plan to allow our agents to work from home
as long as we are able to serve our members’ and the excavators’ needs, while there is still a danger of spreading the virus.” The increase in call volumes
has made it apparent that MS811 is in need of some additional customer service representatives and they are currently in the process of recruiting the right people for the job. During training, Fred says, “We will take all the precautions that we can to keep them in a safe environment, during the process.”
In the sixteen years Fred has served at MS811, this is no doubt one of the greatest obstacles our world has faced, but as Fred shared in his notice to excavators, the way through is
in helping one another. “As you are aware by now, our state is dealing with a health situation that most of
us never dreamed would happen. I am greatly encouraged by the examples of people reaching out and helping their neighbors through this crisis.”
We are all facing this thing together and MS811 stands by its employees, its members, the excavating community as a whole, and the citizens of Mississippi in its effort to ensure continued safety for all.
Boardwalk Pipelines is committed to operating pipeline assets in a safe, reliable and compliant manner and providing the highest level of customer service.
2020, Issue 3
Mississippi 811 • 9