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Post by Banjo on Feb 14, 2012 7:36:20 GMT 7
Service delivery system overload at CentrelinkThe Department of Human Services' (DHS) sudden decision to shift the processing of new start, youth allowance, and parenting payments to Service Centres is an admission that Call Centre and Jobseeker Claims Network workloads are unsustainable. However, the move only shifts the problem as workloads and wait times in Services Centres are no better, in some instances they are worse. While the solution is complex, increasing staff numbers in Service Centres and Call Centres that deliver essential services to the public is vital. Delegates share what members are sayingCPSU members are telling delegates that they have concerns about the change, including: lack of adequate staffing to facilitate the change affect on queues and resulting risk of customer aggression lack of strategies to manage potential increase in customer aggression affect on individual performance targets concerns about capacity to integrate additional work with existing required tasks lack of information from management on the reasons for change The CPSU lodged an urgent dispute with FWA and a Conference with DHS was held this afternoon. As a result, DHS is now consulting with the CPSU on communication to all staff about these changes. What you can do The union's advice to C'link staff. Don’t fake queue times. DHS rely on accurate reporting of wait times to determine staffing. Show the department they have a problem. Take your breaks. Taking your tea breaks, lunch breaks, and OHS breaks help you to cope with work pressures and manage your health and wellbeing. Give the department a realistic expectation of workloads. If you are sick, stay home. It’s that simple. Encourage customers to use online services where appropriate. The CPSU does not support the use of targets which punish staff if customers don’t want to use online services but does think access to online services will help workload pressures in some workplaces. Report issues accessing entitlements. Let your delegate know if you are experiencing difficulties getting time for learning and development, access to flex time, changes to your working hours and office opening hours. What is happening for you?Let us know what's happening with your workload by leaving a comment below. Here's what your colleagues are saying: “Most of us are in shock...we are flat out...our office conducted almost 300 extra walk-ins last week.” Delegate, south regional Queensland “We are already short staffed for the current demand!” Delegate, east regional NSW “We are already flat out and now they are telling us we have to do this extra work on top - they don't seem to consider the effect on staff…self service goes down on a regular basis and customers continually complain about lengthy waits on calls to the Call Centre - we already have an increased traffic flow through the office” Delegate, Brisbane “Even the simplest new claim for an existing customer takes about 30 minutes. If they are new, forget some paperwork, or there are more complex issues it takes at least an hour and usually there are follow-up appointments.” Delegate, regional Victoria “We already have a backlog of appointments. Often it means by the time customers are seeing us they are already in hardship, and this will make it worse.” Delegate, Tasmania www.cpsu.org.au/agency/news/27495.htmlRead the comments, it's a glimpse into their world.
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Post by Banjo on Feb 14, 2012 7:39:59 GMT 7
Comments (5)
Posted by: Nicola - 14 Feb 2012, 10:19am
I work in a call centre and we have been snowed under for months due to the demand. Customers have been complaining about the wait times and who can blame them when they have been waiting for at least half an hour to get through. However, I don't believe that shifting the work to the CSCs will help either. We need more permanent and temporary staff to help with the workload, not just rearranging the deck chairs on the Titanic.
Posted by: Delegate - 14 Feb 2012, 9:22am
Our PST Q has been out of control for some time now and we have noticed a rise in customer aggression and we have taken on extra processing that is not limited to but includes the processing of addresses, PCI's, SSR, restoration, stim of payments. Yesterday the Q was at 653 ppl waiting and on Thursday after hours the wait time was 73mins. Staff are on burn out. . . .
Posted by: Delegate, regional victoria - 14 Feb 2012, 9:18am
I am quite concerned about the focus that has been placed on self service over the past 2 or so years, yes at the start of each new year it is one of our busy periods, yes we now work at a reduced esl capacity, yes, self service has reduced customer traffic in our sites, however, self service is not the be all and end all, self service is ?only? another channel in which our customers can access our services, the only people in DHS that fully understand the capability & capacity of self services are its developers.....IT IS only another channel option, it is NOT our saviour . The other bottle neck we have is the problems associated paid parental leave and later, YAL changes of 01/01/12, These problems should have been foreseen, why weren?t they, has because there was too much focus placed on self service?
Posted by: Ian Centrelink call - 14 Feb 2012, 9:00am
Although there are no "self management" targets we are under a lot of pressure to MAKE customers do their business on line or on the automated service, & this in itself is yet another stress being placed on us, & is due purely to the fact the government is not prepared to fund enough staff to do the work. I disagree with point 4 above as we already have way too much pressure on us without another thing to worry about.
Posted by: Patricia xxxxx (name removed by admin) - 13 Feb 2012, 5:42pm
We have been under the pump contnuously and in the last year our CSC has lost 50% of its staff who deal with customers. We lost a further two last week and our customers are not happy and we,as staff, have to explain to all of them when they complain that we are trying our best. We are overworked and under a lot of stress, particularly since early December
"We need more permanent and temporary staff to help with the workload, not just rearranging the deck chairs on the Titanic".
I love it!
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Post by Banjo on Feb 14, 2012 7:43:49 GMT 7
I'm convinced one of the ways we can achieve our legitimate demands is to create as much work as possible for them, eventually the system will crack and the "grey area" people will be given what they want to get them to go away.
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Post by Banker on Feb 14, 2012 9:32:35 GMT 7
I'm convinced one of the ways we can achieve our legitimate demands is to create as much work as possible for them, eventually the system will crack and the "grey area" people will be given what they want to get them to go away. That is one of the reasons I tell people to appeal any decision they are not happy with. Load their system up with complaints. |
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Post by Banker on Feb 14, 2012 9:36:01 GMT 7
Comments (5) Posted by: Nicola - 14 Feb 2012, 10:19am I work in a call centre and we have been snowed under for months due to the demand. Customers have been complaining about the wait times and who can blame them when they have been waiting for at least half an hour to get through. However, I don't believe that shifting the work to the CSCs will help either. We need more permanent and temporary staff to help with the workload, not just rearranging the deck chairs on the Titanic. Posted by: Delegate - 14 Feb 2012, 9:22am Our PST Q has been out of control for some time now and we have noticed a rise in customer aggression and we have taken on extra processing that is not limited to but includes the processing of addresses, PCI's, SSR, restoration, stim of payments. Yesterday the Q was at 653 ppl waiting and on Thursday after hours the wait time was 73mins. Staff are on burn out. . . . Posted by: Delegate, regional victoria - 14 Feb 2012, 9:18am I am quite concerned about the focus that has been placed on self service over the past 2 or so years, yes at the start of each new year it is one of our busy periods, yes we now work at a reduced esl capacity, yes, self service has reduced customer traffic in our sites, however, self service is not the be all and end all, self service is ?only? another channel in which our customers can access our services, the only people in DHS that fully understand the capability & capacity of self services are its developers.....IT IS only another channel option, it is NOT our saviour . The other bottle neck we have is the problems associated paid parental leave and later, YAL changes of 01/01/12, These problems should have been foreseen, why weren?t they, has because there was too much focus placed on self service? Posted by: Ian Centrelink call - 14 Feb 2012, 9:00am Although there are no "self management" targets we are under a lot of pressure to MAKE customers do their business on line or on the automated service, & this in itself is yet another stress being placed on us, & is due purely to the fact the government is not prepared to fund enough staff to do the work. I disagree with point 4 above as we already have way too much pressure on us without another thing to worry about. Posted by: Patricia xxxxx (name removed by admin) - 13 Feb 2012, 5:42pm We have been under the pump contnuously and in the last year our CSC has lost 50% of its staff who deal with customers. We lost a further two last week and our customers are not happy and we,as staff, have to explain to all of them when they complain that we are trying our best. We are overworked and under a lot of stress, particularly since early December "We need more permanent and temporary staff to help with the workload, not just rearranging the deck chairs on the Titanic".I love it! Seems there could be a lot of un-happy Centrelink staff members. Remember a few months back when the staff were complaining about having to log the times they went to the toilet. ;D |
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Post by Banker on Feb 14, 2012 9:44:31 GMT 7
Service delivery system overload at CentrelinkThe Department of Human Services' (DHS) sudden decision to shift the processing of new start, youth allowance, and parenting payments to Service Centres is an admission that Call Centre and Jobseeker Claims Network workloads are unsustainable. However, the move only shifts the problem as workloads and wait times in Services Centres are no better, in some instances they are worse. While the solution is complex, increasing staff numbers in Service Centres and Call Centres that deliver essential services to the public is vital. Delegates share what members are sayingCPSU members are telling delegates that they have concerns about the change, including: lack of adequate staffing to facilitate the change affect on queues and resulting risk of customer aggression lack of strategies to manage potential increase in customer aggression affect on individual performance targets concerns about capacity to integrate additional work with existing required tasks lack of information from management on the reasons for change The CPSU lodged an urgent dispute with FWA and a Conference with DHS was held this afternoon. As a result, DHS is now consulting with the CPSU on communication to all staff about these changes. What you can do The union's advice to C'link staff. Don’t fake queue times. DHS rely on accurate reporting of wait times to determine staffing. Show the department they have a problem. Take your breaks. Taking your tea breaks, lunch breaks, and OHS breaks help you to cope with work pressures and manage your health and wellbeing. Give the department a realistic expectation of workloads. If you are sick, stay home. It’s that simple. Encourage customers to use online services where appropriate. The CPSU does not support the use of targets which punish staff if customers don’t want to use online services but does think access to online services will help workload pressures in some workplaces. Report issues accessing entitlements. Let your delegate know if you are experiencing difficulties getting time for learning and development, access to flex time, changes to your working hours and office opening hours. What is happening for you?Let us know what's happening with your workload by leaving a comment below. Here's what your colleagues are saying: “Most of us are in shock...we are flat out...our office conducted almost 300 extra walk-ins last week.” Delegate, south regional Queensland “We are already short staffed for the current demand!” Delegate, east regional NSW “We are already flat out and now they are telling us we have to do this extra work on top - they don't seem to consider the effect on staff…self service goes down on a regular basis and customers continually complain about lengthy waits on calls to the Call Centre - we already have an increased traffic flow through the office” Delegate, Brisbane “Even the simplest new claim for an existing customer takes about 30 minutes. If they are new, forget some paperwork, or there are more complex issues it takes at least an hour and usually there are follow-up appointments.” Delegate, regional Victoria “We already have a backlog of appointments. Often it means by the time customers are seeing us they are already in hardship, and this will make it worse.” Delegate, Tasmania www.cpsu.org.au/agency/news/27495.htmlRead the comments, it's a glimpse into their world. This is a great find Banjo. I hope it gets in GOOGLE ALERTS, Now a few complaints off to the Ombudsman wont go astray, like a few hundred. Then the Government might start taking notice. This has all been brought about by Julia Gillard & Wayne Swan wanting to get the budget back into surplus, its all about the pollies & their EGO, they don't care how many people get hurt along the way.  |
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Post by Banjo on Feb 14, 2012 10:02:21 GMT 7
I never considered it a government's job to worry about balancing the budget, providing public and community services is far more important than figures on a balance sheet.
Their major concern is that they may have to raise income tax (which is lower than it has been in decades) which they consider to be political suicide.
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Post by latindancer on Feb 14, 2012 14:16:30 GMT 7
I'm convinced one of the ways we can achieve our legitimate demands is to create as much work as possible for them, eventually the system will crack and the "grey area" people will be given what they want to get them to go away. I've always had this philosophy about water usage. When other people were saving water in various ways, I was using as much as possible. There are way too many people moving to South-East Queensland, and if water is in short supply, the government will perhaps do something to limit numbers. Water will always be the limiting factor. |
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Post by Banker on Feb 14, 2012 16:46:13 GMT 7
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Post by eight on Feb 14, 2012 16:54:54 GMT 7
I'm convinced one of the ways we can achieve our legitimate demands is to create as much work as possible for them, eventually the system will crack and the "grey area" people will be given what they want to get them to go away. i help the c/link system by not having a phone, and not having a computer or e/mail address. Sorry but I dont know how to use a computer. The biggest thrill of my day is counting and opening all the letters that c/link send to me. |
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Post by Banjo on Feb 14, 2012 18:18:15 GMT 7
I have no phone either, it means they cannot ambush me, the only means of contact they have is by letter which means I have time to collect my thoughts and compose a suitable response.
And this is important at my age, my mental faculties are definitely slipping, I can no longer quote from the Act or Centrelink's rules from memory... as has been pointed out to me by younger members, and need time to get my shit together.
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Post by Banjo on Feb 14, 2012 18:22:48 GMT 7
Interesting this never came up on Google Alerts under Centrelink. I picked it up through another news alert site. |
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Post by Banker on Feb 14, 2012 19:14:26 GMT 7
That's why I put GOOGLE ALERTS in caps in one of my other post. Hoping it will come up tomorrow
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Post by Banker on Feb 15, 2012 14:04:30 GMT 7
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Post by Banker on Feb 15, 2012 17:23:18 GMT 7
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