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