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.**