National Operations Center: The Heart of Favorite

Originally called the Service Center, our National Operations Center (NOC) provides seamless coverage for our employees and clients after hours, on weekends and in emergencies. We’re proud to share that some of those employees have been with us since the birth of our Service Center in 1991.

Originally called the Service Center, our National Operations Center (NOC) provides seamless coverage for our employees and clients after hours, on weekends and in emergencies. We’re proud to share that some of those employees have been with us since the birth of our Service Center in 1991.


One of the many things that makes Favorite unique is our National Operations Center (NOC). The NOC keeps our agency open 24/7 and provides seamless coverage for our employees and clients after hours, on weekends and in emergencies. Because the NOC plays an integral role in our business, we will spotlight a few of our incredible Staffing Specialists so you can get to know the people behind the phones.

Today we are featuring Lead Staffing Specialist, Shelly Moon! She has worked in the NOC for 20 years and currently works the 3:00 pm-midnight shifts Monday-Thursday. Below are Shelly’s responses from our Q & A session.

What are some of your duties as Lead Staffing Specialist?

I help take calls, fill orders, call for availability and match up open orders with nurses who are looking for work. Basically, the NOC picks up where a branch office leaves off. For example, when a branch leaves a message for someone during the day and a nurse calls back in the evening, we will take that call. When our employees can’t reach a branch during the day, we are the liaison between the branches and the nurses.

What is your favorite part of your job?

I started this job because I couldn’t work in the nursing profession – I just didn’t have the stomach for it. I still wanted to do something in the healthcare field though. My favorite thing is being able to help both the nurse and the facility by matching a nurse with a facility’s need.

What’s your favorite part about working in the NOC?

The people. They keep me coming back every day. It’s just like a family. You may not know all the faces, but there’s still that vibe that everybody can just go up and say hi.

How would you describe your team?

We are like sisters, especially since we don’t have men on this shift anymore. We can talk about what’s going on in our lives and being around them is fun. We are just like a family.

When do you feel most accomplished?

I get goosebumps when I book a shift, still even after all this time. The nurse or the facility will be excited that a particular hole is filled and it’s one less piece of drama that they will have to face for that day. It’s always an exciting feeling.

What’s the one thing you can’t live without while on shift?

Each individual sets up their desks a certain way. My desk has my ink pen and lots of drinks – water, one Pepsi and bergamot earl grey tea with lavender.

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