Editor’s Note — Due to the sensitivity of the work, names of the employees who answer COVID-19 emails for the university are not listed in this story. Huskers interviewed for this story are identified simply as Herbie-19 throughout.
es, David, there is indeed a person — a handful, actually — on the other end of the University of Nebraska–Lincoln’s COVID-19 email account.
Since March 11, 2020, this anonymous coven of staff employees has answered more than 15,000 messages, working behind scenes to assuage Husker concerns and answer queries tied to the global pandemic.
In those 378 days, the team has been thanked by thousands, cussed out by too many and asked if they’re a bot three times.
“All three were on the same day and one was less than nice — and, that one apologized after realizing there are actual people answering the emails,” Herbie-19 said. “We’ve had some very long days, but it’s mostly been a positive experience. The vast majority are grateful to receive the information we provide.”
Two Herbie-19s lead the effort with a few others in the wings lending support when needed. The two leads divide the work — one answers the vast majority of the messages, while the other juggles the more colorful inquiries.
“I picked up a slightly heavier load because I have a background in troubleshooting and have more experience with our university and its innerworkings,” Herbie-19 said. “My cohort is incredible at working with and deflecting those people who are very angry.
“It’s a system that plays to individual strengths and allows us to answer the messages as quickly and efficiently as possible.”
There have been a handful of long days — mostly at the start of a semester, when updated COVID-19 protections rollout and testing strategies are new, and when random mitigation testing notifications are sent.
Two days that standout this spring are Jan. 20 (24 hours before the university launched its saliva-based testing), and March 15 (the day the Lincoln-Lancaster County Health Department opened vaccine access to all university employees).
“Those days are tied to us handling massive amounts of email,” Herbie-19 said. “Right before testing started, I worked 14-straight hours answering messages. And, the day vaccine availability was announced, we received close to 2,200 emails.”
At the end of each day, it’s the opportunity to help others — whether that means supplying a needed resource or allowing Huskers an opportunity to vent — that keeps each member of the email response team coming back for more.
“These email exchanges are a chance for us to anonymously hold hands, ease fears and get people the resources they need,” Herbie-19 said. “And, we’ll be here until that need is no longer there because this is a community in which we stick together in all kinds of weather.”
