In the heart of Texas, where the weather can turn from sunny to severe in a matter of hours, a Baylor College of Medicine contact center leader has learned to navigate the challenges of hurricanes, floods and power outages. 

Jonnita Pleasant, Director of the Patient Resource Center at Baylor College of Medicine, shared her experiences and strategies for maintaining operations during crises — emphasizing the importance of preparation, communication and adaptability.

Prepare for the worst

With 18 years of experience at Baylor College of Medicine and having dealt with six major weather events — from Hurricane Beryl this July to severe ice storms — she says preparation is key. 

Pleasant stressed the need to have a thorough understanding of the center’s needs before Mother Nature strikes. This includes identifying critical systems, backup plans and alternative communication channels.

“Don’t wait until disaster strikes to develop contingency plans,” Pleasant says. “Conduct regular gap analyses and identify potential vulnerabilities. Technology plays a crucial role in weather crisis management. Assure that your Workforce Management (WFM) has adequate security measures and protocols, along with the ability to quickly adjust messaging on your Patient Facing IVR menus. If you fail to prepare, you prepare to fail.”  

Focus on communication compassion and cross-training

During a weather crisis, clear and consistent communication is essential. Pleasant says it’s important to keep employees informed about closures, changes in schedules and alternative work arrangements. Patients also need updates on disruptions to services and information about alternative contact options. 

She also stressed the importance of flexibility in scheduling and work arrangements, allowing employees the ability to work from multiple locations to assure their safety is a priority.  

“If your staff is local, they are likely experiencing significant weather-related challenges,” Pleasant says. “Keeping this in mind allows you to navigate situations with grace and care.” 

One more tip: Remember to cross-train staff. 

“When Beryl hit, we had to prioritize our essential workers,” Pleasant says. “We are fortunate to have a patient access team of more than 300 people. Our outbound callers can take inbound calls; and even our template builders are trained to take calls. We’re cross-training our QA team, which will give us another level of support during a crisis.” 

Set clear expectations with contact center agents 

Your onboarding process should inform your team that they are not just a contact center agent, but instead — an essential worker. 

“They are the gateways of our success,” Pleasant says. “This mindset allows employees to have contingency plans when crisis strikes. I encourage my supervisors to reach out to their teams to ensure they are prepared, and they remember to check in to let us know they are safe.” 

Pleasant sends out communication to remind staff to be prepared during hurricane season and shares when batteries and flashlights are on sale. But she also sets boundaries. 

“During Hurricane Beryl, a remote employee struggled with soaring temperatures and heat stress, due to city-wide power outages,” Pleasant says. “I encouraged them to come to the office, which had ice, air, water and food. However, they wanted to bring their family member. I can’t accommodate non-employees at the office, so I encouraged them to drop off their family member at a nearby cooling station that shared the same parking lot as Baylor College of Medicine.” 

Find your inner peace

Pleasant admits that for most of her career, she struggled with burnout and stress. Now, she is proud to have set clear boundaries between her professional and personal life. Whether she’s bike riding or drinking peppermint tea, she encourages her staff to follow her lead. 

“It’s important to prevent burnout and enjoy your time off,” Pleasant says. “Build a team you trust, so when you are on vacation or personal time, you are not checking email. It’s important to take care of your health.”