The Hub Inbound phone service to resume

Inbound phone service to resume

Athabasca University’s telephone systems will reopen Monday, Dec. 14, 2020. We have been working hard on the transition to support our learners with in-bound phone service, while meeting health requirements and preparing our team members working remotely.

We are pleased to share that the first phase of implementation has been going well.

The phone line, 1-800-788-9041, will be open Monday-Friday from 10:00 a.m. to 3:00 p.m. MST (closed from 12:00 p.m.-1:00 p.m. MST) until Dec. 23, 2020.

The university is closed for the holiday break beginning Dec. 24, 2020. These new hours (see chart below) will resume in the New Year. We will review service delivery in preparation to expand service hours.

Please note that AU is closed during the holiday break, returning Jan. 4, 2021. To address service requests received over the holidays, AU’s inbound phone service will not resume until Jan. 6, 2020.

New Phone Service Hours

Phone Service Status  

10:00 a.m. – 12:00 p.m. MST Open 
12:00 p.m. – 1:00 p.m. MST  Closed
1:00 p.m. – 3:00 p.m. MST  Open 

                

We know this is not the same level of phone service that our learners have come to expect and rely upon from AU. We understand your frustrations and are working hard to get back to business as usual. However, business as usual means something completely different than it did prior to the COVID-19 pandemic.

This global health crisis has affected all of us in many ways, forcing all of us to adjust to new ways of working from home, while caring for families. At AU, we have received a higher-than-usual volume of requests and inquiries from our learners. Our priority is to address these in a timely fashion, while accommodating each learner’s request for extensions, alternate assessments, and other administrative issues that may impact their academic success. This may have slowed down our typical response times, but we are working diligently to catch up with each one in the order in which they were received.

With many contact points into the university supported by a variety of tools by team members working from home across many different locations, we have had to take a phased approach to resuming our phone service.

The initial phase to resume phone service required planning and preparation, including acquiring dedicated phone equipment and getting teams set up and trained with this new technology.

We are committed to giving the best service that we can under current circumstances. We appreciate your patience and understanding as we reactivate phone service. As a reminder, there are answers to commonly asked questions available 24/7 through Ask AU.

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Published:
  • December 11, 2020