University IT’s Unsung Heroes: The OSC

Hundreds of units across the university make up the complex puzzle that is Stanford. And while they all contribute in unique ways to the overall mission, most do so with little, if any, fanfare. Yet remove one of those puzzle pieces and it can have broad — even life or death — impact.

University IT’s Operator Services Center (OSC) is one such puzzle piece.

The OSC is a central hub for much of the activity that keeps Stanford running. From minor assists like directing callers looking for directions to dispatching medical teams to respond to hospital code calls, the operators staff the university’s central call center 24 hours a day, seven days a week, 365 days a year. They handle over 900,000 calls per year, including well over 10,000 medical code calls.

During the global COVID-19 pandemic that’s sequestered most staff to their homes, the OSC operators’ work — and workplace — remains the same. To provide the required level of critical support, the operators must continue their essential work from the historic campus, exemplifying a level of dedication inspiring to those they serve and beyond. 

“We rely on [the OSC] to communicate to the doctors, to the nurses, to the respiratory therapist, pharmacists, nursing supervisors, transporters, chaplains,” said Amanda Giordano, Stanford Health Care’s Response Team Manager. “It’s a huge group of people who are expected to respond in these emergency situations.” 

Watch this video to learn more about this behind-the-scenes team that provides incredible value to our Stanford community.