What is the Facilities Support Hotline?
The Facilities Support Hotline provides an additional point of contact which will be available during regular business hours for work order questions and general service questions (such as heat is not working, a minor plumbing issue, etc). The hotline allows you to reach a person when your Facilities Area Manager (FAM) is unavailable.
Who can contact the Facilities Support Hotline?
Any Lab employee or affiliate at the Lab who has a question about a work order, or an immediate service need can contact the Hotline. As a best practice, your first point of contact should be your Facilities Area Manager, as they are there to provide answers. They are the most knowledgeable about issues and concerns specific to your building. If you call your FAM on their Lab cell phone and they are unavailable, the Hotline phone number is provided as part of their voicemail message. If you are calling their desk phone, you will be given the option to leave them a message, or to select “locate,” which will send you to the Hotline.
How does the Facilities Support Hotline work?
The Facilities Support Hotline will be staffed between 7:00am – 3:30pm, Monday-Friday. It will be supported by a Work Request Center Representative (WRC Rep). If your FAM is unavailable when you call them, you will be given the option of speaking with the WRC Rep. Calls will typically be responded to within an hour.
The Hotline (WRC Rep) can also be reached via a designated phone number at 510-486-6274 or email at WRC@lbl.gov. Email responses will include the FAM and any additional parties necessary to enhance response and support efforts.
Does the Facilities Support Hotline replace my Facilities Area Manager (FAM)?
It does not. Your FAM remains your primary point of contact for Facilities service questions. If your FAM is unavailable to take your phone call, you’ll be given the option of speaking with the WRC Rep at the Hotline.
Can I call the Facilities Support Hotline to start a work order/work request?
The Facilities Support Hotline is not set up to create work orders. The WRC Rep can provide updates on work order status and help guide you in creating a work request on the Work Request Center (workrequest.lbl.gov).
What if I have an urgent situation (water leak, smoke) - who do I call?
Call the Site Operations Center (510.486.6999) for urgent situations. If it is an emergency, call 911.
I don’t know who my FAM is. How do I find that information?
Facilities Area Manager information can be found on the Facilities site. A spreadsheet with FAM names, phone numbers, and building assignments is also available.
Do I call the Hotline if I see an issue in a building that I don’t normally work in, and I don’t know who the FAM is?
Look up building assignments on the FAM spreadsheet, and contact the assigned FAM.
How do I submit a work request?
Anyone with a Berkeley Lab LDAP can submit a work request via the Work Request Center (workrequest.lbl.gov). The WRC is divided by type of request (such as Custodial Services, Transportation, etc.) If you are unsure of the category, use the General Work category. Follow the prompts in the online form to complete and submit your work request. You will receive a work order number upon submitting your request.
How do I find the status of my work order?
You can check on the status of any work order (not just those that you have submitted) by clicking on the My Requests link in the navigation bar of the Work Request Center. This takes you to a search page that allows you to look up work orders by work order number, requestor name, and several other search fields.
