Call Center Work Group

Overview

Addressing Inequities of Call Center Recognition Statewide

Our current Master Agreement contains the new Article 21.4 to provide a mechanism for uniform recognition by the State for Call Centers at departments statewide.  

Local 1000 has formed a Call Center Work Group to help effectuate the provisions of Article 21.4.

Members of the Call Center Work Group are:  Cheryl Allen, Secretary of State; Eve Dickson, Franchise Tax Board; Irene Green, Employment Development Department; Tom Krieger, Department of Motor Vehicles; Thomas Perine, Department of Child Support Services; along with Susan Rodriguez and Karen Jefferies, Chairs of Bargaining Units 1 and 4, respectively.

Formerly, our Union had to bargain with the State for recognition of each Call Center individually.  This new contract language broadly defines the scope of Call Center work as the point of contact for an organizational unit that provides customer service.  A department may have more than one Call Center, each responsible for being a point of contact and providing customer service for specific business units in the organization.

Members who feel they work in such a unit which is not currently receiving recognition as a Call Center (not currently getting a pay differential for Call Center work) are asked to call the Member Resource Center (MRC) at 866.471.SEIU (7348).  When Members call the MRC, a referral will be made to a Union Representative who will help guide them through the process. 

Local 1000 looks forward to working with members to achieve full implementation of Article 21.4 and seeing Call Center staff properly recognized statewide.

For questions or concerns, please email us at unit1@seiu1000.org 

Post

Inoculation / Control Expectations

The Call Center Work Group (CCWG) wants to make sure that members filing grievances understand that recognition as call center is a significant step forward but does not necessarily mean that CalHR will immediately grant a call center differential. It is important that we be patient and manage expectations of the call center employees as we move through this process. This is a team effort between call center employees, job stewards and the CCWG. We need everyone to stay engaged during this long and multistage process.    

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Call Centers Grievance Supporting Documents

  • Duty Statements
  • Org Chart
  • Training materials such as job aids, cheat sheets about calls, call scripts
  • Screenshot or list of codes used (i.e. breaks, lunch, meetings)
  • Quality assessment/review done with employees
  • Emails sent to employee that addresses work related to the call center
  • Customer Service Surveys
  • Phone system: Standard desk phones, computer telephone integration (CTI), automatic call distribution (ACD)
  • Performance memorandums, corrective actions, awards related to call center
  • Copies of any external or internal webpage acknowledging a call center at your department.

This list is intended as a guide, and is not as a mandatory prerequisite list before the grievance can be filed.

**This list is not exhaustive, and does not preclude adding documents not listed above.**