Call Center Work Group
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.
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.
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.**