OSHA probes call center illnesses in Alton (22 people respond on-line)

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OSHA probes call center illnesses

LINDA N. WELLER, Telegraph staff writer April 04, 2002

ALTON -- Occupational safety officials are investigating possible causes of

a strange spate of rescue calls for sick employees at the American Water

Works Co. Inc. national customer call center in Alton. In the past 10

months, Alton Fire Department rescue crews have treated 14 employees, mostly

for chest pains, Alton Fire Chief Tom Chappell said. Paramedics responded to

three rescue calls for two employees Tuesday; a 15th employee reportedly

required treatment for a different disorder Wednesday.

" We found we had four or five calls in a two-day period, " Chappell said. " We

realized there was a problem, and we got the right people to look at it.

We've never had anything like this here before. "

Chappell said he met Wednesday morning with Assistant Fire Chief

Mikoff and industrial hygienist Bob Vazzi of the U.S. Department of Labor's

Occupational Safety and Health Administration office in Fairview Heights.

Chappell, who was at the call center Tuesday, described the nature of rescue

runs to the center to Vazzi. Mikoff is inspection chief for the fire

department.

On Wednesday, Vazzi began an investigation of indoor air quality at the

center, 1610 Discovery Parkway. Employees reportedly also have contacted the

Illinois Environmental Protection Agency.

Besides chest pains, employees say co-workers have suffered from shortness

of breath and allegedly have " passed out. " The center has about 300

employees. A call center employee told The Telegraph that company officials

warned workers not to talk to the media about the illnesses. " They told us

to sit in our seats, mind our own business and that we would lose our jobs

if we talked about it. "

The employee said the center, which handles about 6,700 calls per day and

serves about 1.7 million customers for billing, service and collections, has

a high turnover and considerable job-related stress. The bulk of the

illnesses have occurred within the last 30 days, the worker said, although

the employee does not know of any event or change that may have precipitated

the increase in recent weeks.

Late Wednesday, Terry Mackin, spokesman for Illinois-American Water Co. in

Belleville, provided a written statement from its parent company, American

Water Works Co. Inc. of Voorhees, N.J.: " We are, of course, concerned about

our employees and are attempting to determine if any condition within our

facility is contributing to these incidents. To that end, we have engaged an

independent industrial hygiene and safety expert, and we are working with an

OSHA representative -- both of whom are conducting a series of tests at the

facility. At this point, they have found nothing out of the ordinary.

Testing, however, is continuing. "

One employee said workers in all parts of the 42,551-square-foot space the

center is leasing in Alton Center I warehouse have suffered from the

mysterious ailments. " Some people thought they were having heart attacks, "

the worker said. Some employees and others have speculated that the

problems could stem from individuals' medical problems, stress, " panic

attacks, " or psychosomatic " power of suggestion, " getting sick when they see

others falling ill. One other employee who got sick on the job recently

underwent stress tests during a stay in a hospital, but no cause of illness

could be found.

Vazzi declined to describe the air quality tests he will be conducting,

deferring questions to his supervisor, Tom Briggs, assistant area director.

Briggs said the agency does not release information on open cases but said

such investigations must be completed within six months.

If air standard violations are found, OSHA could issue citations, and the

resulting process could take a long time, he said. " If we don't find

anything, the investigation could only take a couple weeks, " Briggs said.

" Indoor air quality is a very tough issue. "

Besides building construction materials, carpeting and new furniture

sometimes emit fumes that cause illness.

The first workers began training for their jobs in March 2001 at another

site in Alton before the center's opening in April 2001. Since then, the

center gradually has added more states to its service area and increased the

number of employees.

e-mail: lnweller@...

Responses:

Name: Rich

Date: Apr, 05 2002

Has anyone considered the HVAC system as being suspect? Certain molds like

Stachybotrys can produce those types of symptoms in many people. Balancing

and cleaning the HVAC, professionally cleaning any mold colonies, and

controlling the humidity in the building can better control this before

things get worse.

Name: Stress Related - probably....

Date: Apr, 05 2002

I am an employee of the AWW call center for the past year. I honestly

believe that this is not an EPA or OSHA issue. If they would look at the

similarities among the individuals who are experiencing these problems, they

would recognize it is most likely stress related. Who is it happening to? I

believe this is happening to mostly individuals taking calls. They have

almost impossible goals to meet such as getting each person off the phone

within 5 minutes. Management has also instituted a police patrol that will

tap you on the shoulder or contact your team lead if you are not within

their guidelines. To me this constant harassment could bring about stress.

If that isn't enough, if you don't meet your goals at 100%, you lose big

money on your quarterly incentive bonus. The employees at the call center

work very hard to get money that they were promised when they were first

hired, but will never be able to receive. Also, these problems are not being

experience by overweight people. In fact, some of them are thin to average

sizes. When is it happening? During the day, there is less stress on the

overnight shift. On the night shift there is a reduction in call volume and

also the presence of the management instituted police patrol is not staffed.

But, there is a trade-off, daily the company receives huge amounts of

returned mail and customer requests for various information or services

which are expected to be answered by a staff of 10 or less. It just keeps

piling up and each time a new state is acquired there are more calls and

more mail, which increases stress levels. I have experienced anxiety attacks

myself, but it is not due to customer calls, but due to poor management

decisions. There is a lack of direction and constant policy changes.

Management is quick to judge and quick to blame everyone else but

themselves. There are so many good employees at the call center, but soon

they will be leaving either by ambulance or by a two-week notice.

Name: Alton Resident

Date: Apr, 04 2002

Although I am not an employee for American Water Works, I find it hard to

believe that a company like this would tell employees to " mind their own

business " and that they would " lose their jobs " if they talked about it. Why

were there no quotes from a spokesman at the call center? From what I

understood when this center came to Alton, it was not run by Illinois

American. Everytime the Telegraph runs a story on this call center they

interview someone from Illinois American. Once again another fine job of

reporting by the Telegraph. As a previous person said, I hope this negative

publicity doesn't drive another company out of Alton. We are lucky to have

businesses like this chose the Alton area. This company alone has brought

300 jobs to our area, especially at a time when jobs seem to be scarce.

Hopefully they get to the bottom of this and find the cause of these

illnesses, and hopefully that business park is able to attract more tenants

and bring more quality jobs and growth to our region.

Name: It Does Not matter

Date: Apr, 04 2002

I am an employee of AWW, and let me start of by saying the remarks made by

Jane are completely and totally uncalled for by saying that we are obese and

all we do is sit in a chair and only get up to go to the vending machine and

the restroom. I totally enjoy my job at the call center. Yes, it can be

stressful if you make it stressful. As a CSR at the call center, I do take

pride in my position as well as helping out our customers. I believe certain

employees take the step to make our customers satisfied. I believe a job is

what you make it. Some days are busier than others and yes we do take a lot

of phone calls a day. But, when all of us were hired, our job description

was explained to us. How many jobs do you know of that offers a 4 week

training session for new employees? Not many. How many offer excellent

benefits? Not many. How many jobs offer tuition reimbursement if you want to

obtain a college degree? Not many. There are several employees who have been

sick at the call center. Stress? Maybe. Toxins in the Building? maybe (But

Probably not) Everyone deals with stress in his or her own way. Some people

can also take more than others. Some people also have weakened immune

systems, allergies, asthma. Pre-existing health conditions that they have

had before being hired on at the center. It is spring and with the bloom of

all of the trees, flowers and pollen could bring this on. We are not obese

people who sit in their chairs all day. We are people who sit in our chairs

and help our customers with a smile on our face. Well at least mine. Not

everyone who works in call center are obese, nor is our management idiots,

there are some unforeseen problems but the company as a whole is Excellent.

We the employees make that call center what it is. Not the media, nor the

opinions of all of you people.

Name: T

Date: Apr, 04 2002

I have been with this call center since March 2001. The job being offered

was explained to me before I accepted it. To work in my own town is worth a

lot to me so I do the best I can at this job. The management and co-workers

have been nothing but nice to me and special steps are taken to add a little

fun to the job. It can be difficult work, no doubt about it. I also know I

do not have to do this work. I can try and find a job somewhere else that

maybe won't be in a great facility where there's room for advancement. I may

not get a vacation the first year or get financial assistance when I want to

take classes to advance my position. I hate to think of anyone getting ill,

but I admit I cannot empathize with these people. I have worked in different

locations in the building and thankfully I have never had any ill effects. I

feel confident in the steps that are being taken to make this facility a

safe one.

Name: Anonymous

Date: Apr, 04 2002

Just a thought for some of the people who were claiming they had shortness

of breath...try cutting back on the 15 cigarettes you smoke a day. From what

I understand one of the employees that left because they couldn't breathe

was actually smoking while they were having their blood pressure checked.

The only problems with AWW that I see right now is they hired some people

who want to complain, instead of work.

Name: JANE's alter ego

Date: Apr, 04 2002

I am sorry to hear about the Call Center problems. We need good paying jobs

in the Alton area. We do not need to be abused by our employers who put too

much importance on measurements. Call Center or Customer Service people are

generally good, caring employees. If they didn't want to help people they

wouldn't take that kind of job. To be called obese, and read snide remarks

about snack machines and Twinkies is vicious and does not address the real

issue. Most call center people can't leave their desk except for specific

short time periods because their job requires that they stay available and

are measured for performance by how much time they are available, how many

calls they take, etc. No good is done by demeaning people. Stress related

illness is real and is becoming more prevalent as fewer people do more work

to make more money for corporations. Don't discount stress. I don't know

what it will take to fix the situation but I hope it gets fixed and the jobs

stay here.

Name: Anonymous

Date: Apr, 04 2002

I just hope all of the publicity from this doesn't drive another company out

of the Alton area.

Name: Overwhelmed and Fed up

Date: Apr, 04 2002

I was an AWW employee and I will be honest with you it is a very stressing

environment. I have worked for call centers before and this is by far the

most unorganized center. Many people call this a start up center and they

weren't expected things to be this way. I am sorry my opinion is this is not

a start up center you are brining subsidiaries of AWW into one building so

in other words these companies have always existing your just bringing them

into one. The problem is not so much that it is a start up, but that you

bring hundreds of people into one building that either have no customer

service background or no nothing about water. That right there will make it

stressing. I myself got tired and aggravated with the constant unbound

promises and the unfair treatment that every employee was given. Around

there management lives in a glass box, all they think about is numbers,

numbers, numbers. This in turn stressing every representative out because

they are stressing to get a call and get rid of the call as fast as they can

just so they can make there incentive which is based upon how fast your call

time is. You can not even call off sick without getting the third degree or

reprimanded. To be honest I would never suggest this company as a place for

anyone to work. Taking a 100 straight phone calls a day will stress anyone

out whether at home or work no one should be expected to be in that position

Name: another mother

Date: Apr, 04 2002

Someone needs to be doing a lot of checking and not just at this facility

mentioned. Look around. How many people do you know who are undergoing

chemo? How many children have you heard of with extremely rare diseases such

as neuroblastoma. SOMETHING is causing a very large number of people in this

area to have extremely high rates of cancer and other illnesses. Is anybody

tracking all of this? I can remember SEVERAL deaths of school principals who

all had brain cancer. NOBODY IS KEEPING TRACK.

Name: Anonymous

Date: Apr, 04 2002

Has anyone thought about check out the fact that the call center sits on an

industrial waste site that had to be cleaned up prior to AWW erecting the

building.

Name: Mother

Date: Apr, 04 2002

If that many people are getting sick in that short amount of time, it has to

be something in the office. The right people should be brought in to find

out what this is and NOT cover it up for anyone. Until this problem is

solved, or as soon as the cause is found, these people should be removed

from this office and placed in an environment where they can remain healthy.

I have a stressful job also, but nerves do not cause that many people to get

sick at the same time. Thank you EPA for looking into this. Please do what

is right and don't let anyone try to pay you off.

Name: Concerned also, but not jumping to conclusions.......

Date: Apr, 04 2002

I also work at the call center. I've been there since April of 2001. Is it a

good place to work? Yes. Is it stressful? Of course, what job isn't? The

facilities are beautiful, the benefits are great and for this area, the pay

is good. I'm thrilled to death to be able to work close to home in a nice

building and not have to drive an hour each way to work. Am I concerned that

people are getting sick, of course I am, but come on, talk to more than one

person here, your article is ridiculous! What happened to objectivity? Is

this a disgruntled employee? I don't know where some of these people worked

before, but they should consider themselves lucky to have a job. There are

alot of people out of work in the area since Laclede and Olin have so many

people laid off and if they don't like their job, my suggestion is to find

another one. It's a start up company, they've got a few bugs to work out.

Give them a chance to work them out. No, I'm not in management either!

Name: Jane

Date: Apr, 04 2002

I have worked in numerous call centers throughout the US, and my general

observation is that customer care representatives tend to be obese and sit

on their butts all day without moving-except to go to the snack machine or

use the restroom. That would probably explain the shortness of breath and

dizzy spells. So many people being carted out in a few days is scary though.

Maybe the vending machine is broken and they are looking for a means to

escape so as to satisfy their Twinkie cravings. Regardless, Illinois Water

Company would benefit by bringing a fitness trainer in periodically to

enforce mandatory exercise sessions. That this problem has gone on for so

long is proof that the call center managers are idiots.

Name: current employee

Date: Apr, 04 2002

As a current employee of AWW I feel that there is some cause for all the

health issues with in the call center.It may be work related stress or

something in with in the building. But what ever the cause it must be

resolved. Getting the EPA and OSHA involved was the best thing to do. We

were told yesterday that the doctors reported that the people were

presenting flu like symptoms, I can not remember having the flu and my blood

pressure go up and have chest pains. Ask any employee if they have now

developed any skin rashes ,breathing problems,chronic sore throats,and cold

symptoms that will not clear up and they will tell you YES. I just want it

resolved not covered up!

Name: Flake

Date: Apr, 04 2002

Don't worry folks. There are now computers that can perform the job

functions these people are trying to so it's only a matter of time before

that company packs up and moves out of Alton too. Wait until your schools

are reconfigured by the Baiters of Alton. You'll be lucky if your kids

can get work at that Mcs downtown. Wait till you get a load of the air

quality in their new high school.

Name: A Reader

Date: Apr, 04 2002

I have never heard of a " call center rep " so adamant about defending a job

as Jill does. She says she is not company, but it sure doesn't sound like

it. I don't work at the center, but know people who do and they all say the

same thing about it being poor management and work conditions there. Also, I

know if you try to get hired there they want to know your whole life story,

like driving record, background, even credit history! All that for a silly

job answering the phone!!!

Name: AWW EMPLOYEE

Date: Apr, 04 2002

HOW IS IT POSSIBLE FOR JILL TO BE THERE OVER A YEAR NOW? SHE STARTED WORK IN

APRIL OF 2001. I ALSO SEE PROBLEMS THAT ARE MOSTLY RELATED TO STRESS. I

THINK THE WRITING IS ON THE WALL FOR THIS NEW EXPERIMENT. THE AWW PEOPLE ARE

ALREADY PLANNING TO MOVE THIS CENTER BACK TO VORHEES ANYWAY.

Name: dee

Date: Apr, 04 2002

I have friends and a relative that work at the AWW. I am very glad I don't

work there. I have heard nothing but bad things about the way that

management treats the employees of the call center. They are being written

up and threatened with loss of employment over the most insignificant

things. From what I have been told, yes, the stress level is very high.

These people are expected to answer a customer call, take care of their

problem, and get off that call and on to the next in a very brief amount of

time. What are you supposed to do? Tell the customer that you have to be

done with the call in five minutes so tell me your problem fast, shut up and

don't ramble on, goodbye. The management that run the call center have a

very unrealistic idea about being of service to the customer. I am so glad I

don't work for this company!

Name: concerned

Date: Apr, 04 2002

I believe these people. I worked in East Alton at a well known place and I

broke out everyday,and had breathing problems,and developed chemical

pneumonia,yet the employer would not ever admit that it was something at

work causing this problem,and I can tell you the Doctors around here don't

want to get involved in it,and the Co. doctors try to blame it on smoking

and then they find out you have never smoked in your life,then they say that

it is the bud in the trees although its in winter time,I have been retired

since ninety-six and I'm still having breathing problems,The company you

work for does not care about your health,There where I worked there would be

warnings on the big barrels and containers that the oil and solvents came in

and it plainly said it could be harmful to your breathing and could get

inside your body from contact with your skin, but when I brought that up at

a safety meeting,my questions were always ignored. People you have to take

care of your own health.because these people you work for if they are like

the one's I worked for Just don't care.