Call Center

A DAE Call Center may be established to serve as the information center and communications link for all DAE activity during large scale or unique emergency events. When activated, the DAE Call Center will conduct its operations at the Miami-Dade County Water and Sewer (WASD) building located in Coral Gables, Florida. WASD will set up equipment, make internet and phone lines available, provide staff parking and access badges 24 hours prior to the center’s activation.

The DAE Call Center will be activated at the direction of the Emergency Operation Center (EOC) and the duration, hours of operation, staffing levels and location will be dependent upon the situation. Its mission is to receive and disseminate information from all components of the DAE program as necessary and report it back to the DAE Unit Leader.

Roles of DAE Call Center staff may include, but are not limited to, the following:

• Problem solving
• Provide up to date information
• Support employees in need
• Collect and report staffing changes
• Supervisor notification
• Recording and reporting employee availability and other staffing issues
• Update recorded information on the DAE Hotline (786-552-8696)

The DAE Call Center is comprised of both a recorded hotline and live staff when activated. A service request must be completed for every call taken and follow-up should be completed as needed using 3-1-1 HUB.

DAE Call Center staff must ensure the recorded portion of the hotline is regularly updated as information changes. Hotline, phone, and 3-1-1 HUB instructions sheets can be found with equipment stored at the designated DAE Call Center site.

The DAE Unit Leader will assist the DAE Call Center in coordinating activities, allocating resources and solving issues that arise during DAE Program operations.