Smooth operator
UVic’s switchboard operators are the ”invisible hub of the university”

by Joy Poliquin

Lesley Blunt makes fast friends. They come from across campus, from different faculties, departments and professions. The strange thing is, many of them she’s never even seen. She does, however, know them by voice.

As switchboard supervisor of UVic’s telephone services, Blunt manages an office that can place up to 400 phone calls on busy days. She works in the basement of the Clearihue A wing, tucked away in a nook not many people know about. In fact, there’s a lot people don’t know about switchboard operators.

“I think most people probably think of Lily Tomlin,” says Blunt. “Of course that’s silly, but I think there’s a bit of a stigma there.” In reality, she and two switchboard operators answer calls from students, staff, faculty and community members, and act as liaisons between campus residents and Telus Communications Services. They’re also who you call if your campus phone is causing problems.

Spending this much time on the phone means getting to know people by voice, but not by face. “You become quite familiar with voices,” says Blunt. “Of course you imagine in your own mind how they might look and then you have an occasion to meet them and you’re totally wrong.”

Since coming to UVic as a part-time switchboard operator in 1992, Blunt has become full-time switchboard supervisor. She originally took the job because it guaranteed constant interaction with people, something she’s always enjoyed.

“I’m a people person. I like talking to people, and it’s a shame in a way that I haven’t been able to meet all the people I talk to, because you really can develop a great rapport with people over the phone.”
But working on a switchboard requires more than an outgoing personality. Switchboard operators have to excel in navigating databases and managing huge amounts of information, and to respond to calls quickly and efficiently.

“We’re really the invisible hub of the university,” says Blunt. “We keep people connected. A few weeks ago we had voice mail go absolutely wonky across campus and it was amazing. There were hundreds of phone calls coming in every hour. People feel like they lose contact with the world when their phone is out of sorts.”

Sometimes the job calls for Blunt to find information with nearly no guidance. “We have people call who only know the first name of the person they’re trying to reach. A man called once and asked for Sandra in salads. It turns out she worked in housing, food and conference services, but that took some digging, and not through the salad!”

This fall Blunt expects the calls to increase as new students find their bearings around campus. But she won’t be there to connect them. After 10 years with UVic’s switchboard, Blunt is making a career change. She’s moving to Fernie B.C. this month to start a lodge and heli-ski business with her helicopter pilot son. “I’m going to pamper my guests,” she says. “I’m very excited about this new part of my life. Of course, I’ll keep in contact with most of the friends I’ve made here.”

After all, catching up will only be a phone call away.