{"id":111220,"date":"2020-07-21T18:51:29","date_gmt":"2020-07-21T22:51:29","guid":{"rendered":"https:\/\/www.ucf.edu\/news\/?p=111220"},"modified":"2020-09-30T10:22:29","modified_gmt":"2020-09-30T14:22:29","slug":"knight-line-student-run-calling-center-focuses-on-caring","status":"publish","type":"post","link":"https:\/\/www.ucf.edu\/news\/knight-line-student-run-calling-center-focuses-on-caring\/","title":{"rendered":"Knight Line Student-Run Calling Center Focuses on Caring"},"content":{"rendered":"

For more than a decade, Â鶹ӳ»­´«Ã½ student fundraisers have called on alumni<\/a> and parents from a lively call center housed just slightly off-campus in Research Park. Known as Knight Line, the center employs around 35 full-time Â鶹ӳ»­´«Ã½ students each semester whose goal is to engage with donors and potential donors and provide an insider view on the great things that are happening at Â鶹ӳ»­´«Ã½. Their efforts have raised as much as $400,000 annually for student scholarships and vital programs at the university.<\/p>\n

When the pandemic came calling, the on-site engagement center went remote. Getting new software to keep information secure and allow calling from personal computers was the easy part. But with training and feedback being crucial to the student fundraisers\u2019 success, this new format presented some challenges.<\/p>\n

As is typical of Knights, they rose to the challenge and have excelled.<\/p>\n

\u201c[We] had to change up how we interact during shifts, since we aren\u2019t together in person; it\u2019s more difficult to ask a question or provide feedback,\u201d says Alexander F. Pribil, engagement center manager at Ruffalo Noel Levitz (RNL), the organization that partners with The Â鶹ӳ»­´«Ã½ Fund in managing call center operations.<\/p>\n

Although COVID-19<\/a> has changed some of the logistics of student calling, the focus remains the same: staying in touch.<\/p>\n

\u201cOur goal is to let [alumni] know we still care about them, wanting to know how they\u2019re doing after graduating and letting them know about things going on at Â鶹ӳ»­´«Ã½,\u201d says student supervisor Ilyssa Appleman, an event management\u00a0major<\/a> who has worked at Knight Line for two years.<\/p>\n

Now, the student fundraisers focus on \u2018care calling,\u2019 rather than on raising funds for university students and programs. Since the pandemic hit, callers have made about 16,000 care calls.<\/p>\n

\u201cWhen we got started with our care calling, we spent some time working on active listening, and taking cues from our alumni,\u201d says Pribil.\u00a0 \u201cMost calls average around the three-minute mark but we have [had] some great conversations that went on for 25-30 minutes \u2014 the callers were really connecting with our alumni.\u201d<\/p>\n

Appleman agrees that everyone has adapted well off-site. She has found the transition to care calls very successful and says that most alumni seem to enjoy them.<\/p>\n

\u201cThey feel appreciated that we called to check in during these challenging times. A lot of them like to talk because they have been cooped up inside.\u201d<\/p>\n

\u201c[The alumni] feel appreciated that we called to check in during these challenging times. A lot of them like to talk because they have been cooped up inside.\u201d<\/p><\/blockquote>\n

The student fundraisers also work hard to stay connected to each other remotely. \u201cI believe that the callers have adapted to working off-site in a wonderful way,\u201d says Tahlia Hutchinson, a political science<\/a> major who has worked at Knight Line for more than a year. \u201cWe run games in our chatroom during shifts and even just talk about our days and update each other on what\u2019s going on.\u201d<\/p>\n

But, regardless of the location \u2014 on-site or off-site \u2014 Knight Line makes an impact not only on the alumni who receive the calls, but also on the students who make the calls.<\/p>\n

\u201cThe friendships and connections I have made at the Knight Line will always hold a special place in my heart,\u201d says Appleman. \u201cI\u2019ve learned so much about the university while working here, and while it\u2019s common to have a bad day at a job, I have never had a bad day here!\u201d<\/p>\n

Hutchinson agrees. \u201cWorking at the Â鶹ӳ»­´«Ã½ Knight Line has offered me many different opportunities, from internships to networking,\u201d she says. \u201cThe Â鶹ӳ»­´«Ã½ Knight Line pays in more ways than one.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

Since the pandemic hit, Â鶹ӳ»­´«Ã½ students who typically fundraise for the university through alumni outreach are now connecting with grads through “care calls.”<\/p>\n","protected":false},"author":98,"featured_media":93754,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"lazy_load_responsive_images_disabled":false,"footnotes":"","_links_to":"","_links_to_target":"","_wp_rev_ctl_limit":""},"categories":[15992],"tags":[3703,15946,202,4886],"tu_author":[],"class_list":["post-111220","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-alumni","tag-philanthropy","tag-ucf-advancement","tag-alumni","tag-ucf-foundation"],"yoast_head":"\nKnight Line Student-Run Calling Center Focuses on Caring | Â鶹ӳ»­´«Ã½ News<\/title>\n<meta name=\"description\" content=\"Since the pandemic hit, Â鶹ӳ»­´«Ã½ students who typically fundraise for the university through alumni outreach are now 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