The purpose of this post is to provide an update on the numerous Helpline issues raised with us at the AGM, in member’s meetings and directly. PCS met with Helpline Senior Management on 28th May 2009 to discuss these issues and to try and improve the working conditions on Helpline.
Scheduled Breaks
We raised the issue of scheduled breaks again; reiterating that PCS members were opposed to such restrictive practices on breaks (as was confirmed in the recent ballot on 30th April 2009). Vivien Hopkins (COO) had given the impression to Departmental PCS negotiators that scheduled breaks were based on staffs’ preferences and were not being imposed or dictated to staff. Clearly this is not the case. We also explained that the Pension Service operate their Helpline with scheduled breaks using WFM Geneysis system, but do so using preferences. We therefore argued that if it can work for the Pension Service then it would suggest that it could work here too.
We were extremely disappointed that Senior Management stood firm on their position that scheduled breaks were the way forward. They claim that allowing scheduled breaks based on preferences would result in Team Leaders having to spend time working out breaks whilst taking into account people preferences, and then manually update the system on a weekly basis (because the WFM Geneysis system does not allow the details to be saved and carried over to the following week); thus causing them more work.
We argued that each Team Leader has only approximately 14 staff on each team and that overall this would be a relatively small amount of time given most members would settle into a routine. We also stated it would help if Team leaders actually manage staff rather than spending time answering the calls. PCS believe that members should be allowed to take their breaks when they feel they need to, rather than when dictated to by a computer. If your Health, Safety and Welfare is affected then speak to a PCS rep.
Flexible Working Hours
We raised the fact that we understood there was actually a relatively small number of staff on Flexible Working Hours who regularly came into work at 7am rather than the 25 – 30 claimed by Senior Management thus we did not consider it unreasonable for those staff to be found Ops clerical work if there was insufficient Helpline clerical work, from 7am. Senior Management agreed to look into the number of staff this would actually involve and report back to us.
Annual Leave
We explained that we were still receiving reports of members being refused leave because of a small red block (i.e. 15 or 30mins) in the day. Senior Management agreed that this was not helpful and stated that it was now their understanding that common sense was being used in circumstances like this, but that they would reiterate this approach down the management tiers again. They also agreed to remind line managers that full explanations should be given as to why the leave has been refused, in order that the member of staff is fully informed as to the circumstances of the refusal. However, Senior Management have asked that if members have difficulties that they approach Senior Management first informally to discuss the situation; before considering submitting grievances.
First Class & Flexible
Senior Management advised that there are currently circa 130 staff on First Class & Flexible, in addition to the new entrants who are automatically brought in on this scheme. We asked if change of hour’s requests were being refused en bloc with suggestions to consider First Class & Flexible instead. We were assured that this was not the case and that some change of hour’s requests had just recently been agreed.
Zero Tolerance
We raised our concerns regarding zero tolerance action being taken on members regarding issues such as attitudes to callers. We expressed our concerns that formal action was being instigated prior to any informal discussion as to the facts surrounding the circumstances; explaining that it was not a supportive environment and that such action seemed rash.
Senior Management assured us that they would adopt a more informal approach in future; whereby the member of staff concerned would be approached for an informal discussion with their Team Leader to ascertain the facts and circumstances, before deciding whether formal action was appropriate.
One to One’s
Senior Management stated that because of the number of new Team Leaders on Helpline, and in order to reaffirm to existing Team Leaders, that they were providing more training on the aspect of delivering feedback to staff with regards to call listening. This will hopefully address members’ views that Call Listening focused on negative aspects rather than being supportive and positive.
Reasonable Adjustments
Senior Management were of the opinion that any reasonable adjustments should be on a temporary basis, as it is a Helpline and as such there is an expectation that staff be able to undertake phone duties 100% of the time. For those staff unable to do so they would look at transferring them elsewhere, otherwise Senior Management stated that they would have capability action taken against them and consequently would be dismissed. PCS disagree with this view and are of the opinion that reasonable adjustments support members and seek to allow them to stay in work; and as such they should be implemented and fully supported.
Independent Appeal Managers
Senior Management are of the opinion that their Appeal Managers should be from within Helpline, that they are independent and impartial; and as such they comply with DWP procedures. PCS disagrees with this opinion and is of the view that the Appeal Manager should be outside Helpline in order to ensure that they are truly impartial and not just ‘rubber-stamping’ decisions.
We will continue to pursue any unresolved issues until we reach a satisfactory conclusion.
I hope that the above is useful. If you require any further details about these or any other points the please do not hesitate to contact your Branch Office.
