The Pandemic Heroes | Sylvie Desjardins (QUE)


In her everyday life, Sylvie Desjardins is not only an avid Quebec Remparts fan, she also works for the Ministry of Labor, Employment and Social Solidarity at Services Québec. But because of the crisis, her department was closed and, as of March 15, she has been a respondent on the COVID-19’s official information call line (1-877-644-4545) where she has been helping out at their call center.

At first, she was working out of Services Québec’s Customer Information Center, but she was later transferred to the Quebec Parental Insurance Plan’s call center. For a few weeks now however, she has been back in her own office, on Montmorency Boulevard. An app has been installed on her workstation so that she can continue taking calls.

When the pandemic first started, the call center was getting nearly 65 000 calls per day! With time the calls decreased a little, but it all depends on what the government’s announcements are. It’s understandable since people want explanations on what the Prime Minister is saying. Since the start of the deconfinement, agents at the call center are now getting close to 200 daily calls each.

Sylvie loved the work she’s doing at the call center because she feels like she’s giving back to society by offering to listen, to show empathy and support, as well as providing all the background information in regard to the COVID-19 situation. Citizens generally feel reassured and informed once the call is over. And that’s what’s truly rewarding to her.


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