Our Union met with the State Friday, May 29, about the Amazon Connect rollout and pushed hard on the issues you’ve been raising.
Members reported concerns about increased call demands and availability expectations. The California Department of Social Services (CDSS) stated they are not transitioning to a call center and that employee duties and performance expectations have not changed.
Our Union questioned call monitoring, recordings, voicemail access, scorecards, and the potential use of system data for discipline. CDSS stated scorecards are currently informational and not intended for disciplinary use. Our Union will continue to monitor this closely.
Additional concerns included spam call identification, Spanish-language routing problems, and questions about recording, transcription, AI capabilities, and privacy protections.
What’s Next?
CDSS agreed to provide additional information, including examples of scorecard data, and both parties agreed to meet again should additional questions or concerns arise. Our Union continues to advocate for clear communication, employee input, and protections against negative workplace impacts.
We Need Your Feedback
If you are experiencing issues with Amazon Connect, receiving conflicting instructions, or have concerns regarding monitoring, workload, or call handling expectations, please contact your steward or SEIU Local 1000 representative. Your feedback is essential as we continue to protect employee rights and working conditions.