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OP-ED: LIPA Call Center Reps on Storm’s Front Line

Union leader discusses the effort by reps in the wake of Hurricane Sandy.

The following Letter to the Editor was submitted to Patch by Donald Daley, Business Manager, International Brotherhood of Electrical Workers, Local 1049 in Hauppauge.

It’s been a very long 10 days for the 300 service representatives at LIPA’s Customer Call Center in Melville.  If ever there was an example of a 24/7 team effort under very demanding conditions, this is surely it.

Working 16-hour days, every day since Hurricane Sandy struck, these representatives have answered over one million customer calls.  The commitment of these hard-working men and women to their customers and their fellow workers has been outstanding. It is a commitment that we take very seriously and pride ourselves in this tradition.

The call center in Melville is the main contact point between the public and LIPA. During Hurricane Sandy, call volume has spiked from the normal 10,000 daily calls to as much as 130,000 emergency calls. As you might imagine, customers living without power for more than a week have strong feelings and the experience for call center workers has been physically and emotionally challenging. The call center workers know that the service they help to provide gives comfort and security to the public and will not stop until everyone’s service is restored.

These reps are themselves Long Islanders who truly feel the pain of their neighbors. Many are moms, who for more than a week have left their kids for all but a few hours daily, then rushed back to another 16-hour shift.  Like the callers they help, these workers are Long Islanders and many have also been without power and have been flooded.

The call center professionals are part of the International Brotherhood of Electrical Workers, Local 1049, whose members include about 3300 workers putting in similarly long days on the street getting power back on.  Whether our IBEW members work for National Grid in power generation or gas operations, directly for LIPA in the call center or the transmission and distribution area, or for a shared organization, these professionals always pull together and coordinate their efforts to help in a time of need.

It’s true that every Long Islander has had to sacrifice because of Hurricane Sandy. But few have given as much as the hard-working, dedicated electrical workers who are helping to get power restored to their neighbors.

claude ertel November 07, 2012 at 06:49 PM
I understand how hard Lipa is working to restore power on Long Island. I am still without power since the storm hit on Monday October 29, 2012. I just want to know what is going on in North. Wantagh. My neighbors got their power days ago and I am still in the dark. Are they out of transformers? How can I get someone to communicate with me so that at least I know that Lipa is aware of the situation. Thank you
5TResident November 07, 2012 at 09:32 PM
Yes, the call center moms have done a great job. But my home is freezing. When am I getting my power back, LIPA??
Idie November 07, 2012 at 10:23 PM
PLEASE SOMEONE LET ME KNOW WHEN MY VERY ELDERLY PARENTS ON WELLINGTON COURT IN WESTBURY WILL GET THEIR SERVICE BACK! THEY ARE FREEZING!!!!
Carolyn Orena November 08, 2012 at 02:45 PM
This power outage requires more than just UNION WORKERS, I believe this is why our Country is at a standstill, You need all the manpower you can get and them some, get off you Union only mentality!
A .Jaccino November 08, 2012 at 04:17 PM
Still no power on LINMOUTH ROAD in MALVERNE.................Whats UP????

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