De La Rosa questions monitoring processes before the outage
De La Rosa asks what process existed for detecting system failures and whether manual monitoring occurs. Gelobter confirms multiple electronic monitoring systems exist but did not catch this issue, and acknowledges the need to explore why and what additional safeguards can be implemented.
But before the outage, can you explain what the process was if something was brought to the attention that call takers wouldn't listen?
Like, what is the process for someone who's not sitting in one of these call centers to understand when something goes wrong?
Is there a manual monitoring that happens?
What devices are used to monitor that a system is online or not?
Yeah, there are actually a lot of different monitoring systems in place at a variety of levels throughout the systems.
I can't speak in too much detail to them for security reasons, but the electronic monitoring and the alarms did not catch this issue.
And so that's the thing that we have to explore, why that happened, what other safeguards we can put into place so that there can be some kind of earlier alerting.
And besides the electronic...
monitoring on the staff level are there folks who are charged with manually or visually observing for
system you know success or if a system goes online what what does that look like on the staffing level yeah
I think call takers have a whole training process about how do they escalate issues when they are notified when they
become aware of them I do think from a technology rollout perspective there clearly needs to be a better job making sure that from soup to nuts from from a call coming in to a call being answered
dispatched as well as recorded which is another we log and record calls that whole process needs to be evaluated with every release