UNIT 10

Area Vice President, Vonda Wilkins
602-301-0861
email: vlishous@qwest.net

 

KNOWLEDGE IS POWER  -  EDUCATE YOURSELF

September 26, 2007

 

This demands your attention – What you should know!! 

 

Tardy Notification

• The company will be putting out notification to the workgroup.  There will no longer be a blind 5 minutes grace period for breaks and lunches.  Some employees were getting written up for 1 minute to 4 minutes 59 seconds.  This created a huge disparity in treatment.  I have met with management on numerous occasions during the past four months with regards to this issue.  By the Company implementing a blind grace period, with unclear rules attached, there was room for ones own interpretation.  Example, when the company felt an employee was showing a pattern of tardies, discipline started.  The Union felt this was unfair.  When I met with Susan Reed last Friday, November 2, 2007, to express my concerns, she immediately reminded me that the other two call centers did not have the same grace period, with the exception of start of tour.  My thought process was our workgroup needs to know where we stand.  She respected our feelings and ultimately made the decision to take away the unwritten grace period.

 **Please know that your 5 minute grace period at the beginning of your tour still applies. However, if a pattern is identified, it could be counted against you.  The Unions definition of a pattern is completely different than that of the Company.  Ask your coach what constitutes a pattern and get it in writing.

 

Union Representation

• I cannot stress how important it is that you EDUCATED YOURSELF ON THE CONTRACT.  The RCHC Management Team holds us accountable to what they think the verbiage means.  In turn, you should hold them accountable for what is written in the contract as well.  Your Union structure is available for assistance at anytime should you need clarification with any section of the contract.  Do not be fearful or intimidated to ask for representation.  This is your right.  Management needs to understand it’s not personal, it’s strictly business.  Retaliation for this request is a Code of Conduct violation and your union needs to be notified.  If you are denied representation, ask one question, “Are you denying me Union representation, yes or no?”  Be sure someone other than management is present, document time and date, and get a clear answer.  Go ahead with coverage and then immediately notify John Clark and someone within the Union structure.  It is that simple.  Do not refuse unless you feel your life is at risk.

     If you are unclear of when you have the right to Union representation, refer to page 159 of our contract.  In the second paragraph, “Union Representation Rights for Occupational Employees Letter of Agreement” clearly states, An employee has the right to a Union Representative upon request, in investigatory interviews, and when discipline is being administered.  Prepare yourself with knowledge, it will be the key.

 

Development Sessions

• They are here and in full effect.  For how long, I do not know.  The Company has taken aggressive steps to ensure Development Sessions are being conducted.  Since they are holding you accountable, make sure you hold them accountable to expectations during the coverage.  Please know it is not just your responsibility per our contract (page 117), Development Process Section states, This process shall be outlined in a written developmental plan that shall be developed and supported by the supervisor/coach and the employee.

 

• Page 114-118 of our contract book will also educate you on Electronic Data gathering piece of your Devo in many ways.  One of these being “Call Recording and Observations”. One problem that our structure continues to address is the timeliness of the notification for QA’s and other ETALK issues. 

     Page 114 of our contract, under the following guideline will apply, #2 Results of the data gathered will be provided to employees in a timely manner based on the frequency of information obtained.  When John Clark came to the Phoenix Center, it was established by both parties that 30 days was considerered timely based upon attendance and tardy coverages.  However, I will be revisiting with John Clark on what is considered a timely manner when covering an employee on any performance issues.  Refer to page 117 for information regarding an employee who is not in the workplace to be covered.

 

ETALK

• This program captures everything you do.  John Clark sent out an email extending the privilege of surfing the net in between calls.  My advise, DON’T DO IT unless you are on break or lunch.  This privilege is getting many employees in trouble.  An investigation could be held and discipline may occur, even with honesty and best intentions.  Use breakroom computers instead.

 

Rolling Documentation

• Some of you never knew it exists.  There is nothing wrong with asking your to coach to bring a copy of your rolling documentation to your Devo.  It belongs on an “I” drive.  Any member of management has access to it and the ability to dictate notes of any interaction they may have had with you.  This is not a bad thing.  Be aware they are keeping good notes and so should you.  It is very important to document.  Purchase a notebook to document all conversations between you and management.  We are going back to basics and that’s where our strengths begin.

 

These are just a few highlights I wanted to share.  There will be more in the future.  It is important for you to know we are at a time where anything can happen in the blink of an eye.  I think we can see the writing on the wall before it is even there.  I know that many of you have the same insight, as we have all seen whole departments go away. 

 

Here is our situation, we have stellar employees who feel the metrics are not obtainable, but yet somehow have managed to do so.  While other employees have decided that making every effort to obtain these metrics are too high, they are letting others bear the load.  We all have to try to the best of our ability – 8 hours pay for 8 hours work.  This equals job security for the entire work group.  This is also one of the reasons you must hold your coach accountable in Devo training sessions.  If there is a training issue, it is the coach’s obligation to provide you with any necessary tools to help you succeed.  Currently, the coaches don’t seem to be adhering to this policy.  Again, be sure to document with dates, times and timelines that are set in those session, along with comments.  With this information, they can be held accountable.

 

Respect is very important in the workplace.  You may not like a co-worker, but you must show unity with respect.  Remember, if you can’t say something nice, don’t say it.  If there is an issue that needs to be addressed, go to your structure first.  Keep the company out of our day to day business.   Again, always showing unity equals better job security. 

 

Unity is important!  Without it our structure does not have a fighting chance.  We have to change our mentality, our strategy and our movement in order to keep job security in Phoenix RCHC.

 

If you don’t get anything else from this news alert, please remember this:

 

KNOWLEDGE IS POWER!

EDUCATE YOURSELF – READ YOUR CONTRACT BOOK!

ASK QUESTIONS!

SET EXPECTATIONS!

ALWAYS ASK FOR REPRESENTATION!

 

                                                                                                                                                                      

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