Ramstein Air Base, Germany -- With over 8,000 incoming calls a day and 1.5 million calls annually, this office, assigned to the 86th Communication Squadron clamors with employees answering various calls in over 11 languages to connect callers from all around the world 24 hours a day, seven days a week, 365 days a year.
The Telephone Operations Facility, also known as the "Base Operator," is located on Ramstein Air Base and assists U.S. Air Forces in Europe and also provides service to Air Force, Army, Navy, Marine and U.S. State Department personnel in Europe and beyond.
“In 2007, a consolidation made Ramstein the sole operating location in the continent of Europe,” said Pia-Maria Sakuda, Telephone Operations Facility manager. “During this consolidation 16 sites closed, leaving the USAFE Consolidated Switchboard as the primary operating facility where previously five countries had covered.
The base operator facility uses a digital switchboard and that has access to a database of more than 30,000 telephone numbers, she said. The office is run by a staff of 40 employees that work in shifts. Since the staff services all of Europe, each personnel speaks a minimum of two languages but some speak upwards of five or six languages.
Some people may only see the base operator as a simple call center, but it’s really not, said Sakuda. The skill it takes to speak, type, and write fluently in so many languages is incredibly difficult and requires highly qualified staff members.
The most frequent calls are for information and assistance connecting or contacting emergency personnel. However, getting calls from all over the world and some stranger calls can lighten staff members’ day.
Some example of questions or comments staff members get are, “How do you dial the “dash” symbol on the phone?”, “I need towels for my hotel room,” or “ I want a helicopter! Let me borrow one!”
The facility has also added an additional duty program where call operators are still available during elevated security situations where communication could potentially be compromised.
The 86th Communication Squadron Augmentee Program was created so that even under certain threat conditions, staff members are still authorized and trained to continue their duties, where other civilians are mandated to evacuate the base, similar to service members.
If feel they need more recognition for their hard work, said Sakuda. I don’t even think people know that just a mere 40 people answer every call in less than five seconds and cover the entire switchboard for the entire U.S. Air Forces in Europe.