PCSU strikes

[MARTIN3030]

PCS Rep,

Please respond to the private message.

[PCS Rep]

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Edited April 18, 2011 by PCS Rep

[kerravon]

Not specific to this strike but all call centre work is hideous these days with what feels like every breath being monitored, it is inhuman, I used to do it but could not do it now because I know it would make me ill (again.)

 

Frankly anything which draws attention to the appalling working conditions in these places is good.

[watchinginvestigation2011]

Not specific to this strike but all call centre work is hideous these days with what feels like every breath being monitored, it is inhuman, I used to do it but could not do it now because I know it would make me ill (again.)

 

Frankly anything which draws attention to the appalling working conditions in these places is good.

 

I see where you are coming from a lot of good helpers who post advice on this site who have worked for the dwp, also have worked in call centres, so we understand it seems very stressful.

 

Thing is on five live on the bbc today there was a rep making argument to their cause that showed that in some cases they are in fact in my view asking for unreasonable or unpractical requests also on issues that they say are in the interest of their clients/customers us. It was added to the rep I believe from lincoln that this issue was not in our interest but being sold that way and even the presenter picked up on that.

 

The issue was they were saying how more flexible hours would help their clients and at first that sounded fair enough.

 

But it wasnt a request as in starting akin to a shift system extending opening hours when more calls were coming in, as was later hinted, which would help us, but instead it was referred to as an issue of if a member of staff wanted to come in half hour late on one day and leave half our later on same day then that should not be out of order to expect this, as in problems with child care, bus cancellation or change in time table etc.....

 

The presenter added that since there was fixed hours of processing calls then how did they justify the request for later starts as in when the calls started at 9am less staff would be there and if closes at same time, no more calls would still be answered, so not in clients interest. Presenter also said that all jobs have child care and certain issues to deal with that they get around but that they were not all out on strike over it.

 

So I say they call centres have some genuine issues and it is obvious from posters that the job is stressful and seems too target driven at a cost to both staff and client, so I would just like them to know we do sympathise, but please stop saying certain requests are in our interest when clearly not !!!!!

 

The dwp apparantly have met with the union 20 times so far and each time not resolved.

 

I really think although part of their issues are genuine, unions today sure do not pick the right times in the climate to raise them. Imagine if all the call centre staff were to resign, I am sure the job centres would find pressured benefit claimants to lose the tag of claimant and stigma would happily jump at such a job if had the opportunity. even when made aware of the conditons that went with it. There are worse jobs on offer in the job centres that claimants are encouraged to apply for or told to at cost of losing money, wasnt there a stripper job advertised recently, something along those lines? Though in that case it was removed in the end. The unions should tread careful before client/customer(they refer to us their) and public sympathy goes xx

[watchinginvestigation2011]

..

 

Did pcs rep respond to the site team?

[MARTIN3030]

Sorry,but as you will appreciate,we dont discuss these things on the open forums.

This applies in all cases.

[watchinginvestigation2011]

Sorry,but as you will appreciate,we dont discuss these things on the open forums.

This applies in all cases.

 

Okey doke xx

[leemack]

I see where you are coming from a lot of good helpers who post advice on this site who have worked for the dwp, also have worked in call centres, so we understand it seems very stressful.

 

Thing is on five live on the bbc today there was a rep making argument to their cause that showed that in some cases they are in fact in my view asking for unreasonable or unpractical requests also on issues that they say are in the interest of their clients/customers us. It was added to the rep I believe from lincoln that this issue was not in our interest but being sold that way and even the presenter picked up on that.

 

The issue was they were saying how more flexible hours would help their clients and at first that sounded fair enough.

 

But it wasnt a request as in starting akin to a shift system extending opening hours when more calls were coming in, as was later hinted, which would help us, but instead it was referred to as an issue of if a member of staff wanted to come in half hour late on one day and leave half our later on same day then that should not be out of order to expect this, as in problems with child care, bus cancellation or change in time table etc.....

 

The presenter added that since there was fixed hours of processing calls then how did they justify the request for later starts as in when the calls started at 9am less staff would be there and if closes at same time, no more calls would still be answered, so not in clients interest. Presenter also said that all jobs have child care and certain issues to deal with that they get around but that they were not all out on strike over it.

 

So I say they call centres have some genuine issues and it is obvious from posters that the job is stressful and seems too target driven at a cost to both staff and client, so I would just like them to know we do sympathise, but please stop saying certain requests are in our interest when clearly not !!!!!

 

The dwp apparantly have met with the union 20 times so far and each time not resolved.

 

I really think although part of their issues are genuine, unions today sure do not pick the right times in the climate to raise them. Imagine if all the call centre staff were to resign, I am sure the job centres would find pressured benefit claimants to lose the tag of claimant and stigma would happily jump at such a job if had the opportunity. even when made aware of the conditons that went with it. There are worse jobs on offer in the job centres that claimants are encouraged to apply for or told to at cost of losing money, wasnt there a stripper job advertised recently, something along those lines? Though in that case it was removed in the end. The unions should tread careful before client/customer(they refer to us their) and public sympathy goes xx

 

It is rather ironic that JSA claimants are sanctioned due to not applying for jobs that don't fit in with bus times, childcare etc - and yet these are types of issues the union are protesting.

 

And yes - no job gives flexitime during the customer facing hours, where appts or phones have to be manned - and if that is all your job is - to man phones, then you can't take flexi during your shift.

[watchinginvestigation2011]

It is rather ironic that JSA claimants are sanctioned due to not applying for jobs that don't fit in with bus times, childcare etc - and yet these are types of issues the union are protesting.

 

And yes - no job gives flexitime during the customer facing hours, where appts or phones have to be manned - and if that is all your job is - to man phones, then you can't take flexi during your shift.

 

Thats the bit that irks me too. Flexi time and understanding when things happen eh!! not seen as unreasonable 'by staff' from dwp if you work for them, but not to be expected if you are a client of them.

 

Do they really think it is an issue?

Dont they know they are making themselves look silly and that genuine grievances will be tainted by unreasonable demands?

 

Pity the job centre staff like we saw on you tube arnt going out on strike over targets to sanction five a day was it, and they admitted they are sanctioning cases without foundation and avoiding the claimant the next time round by swapping clients deliberately?

 

Thats a target that needs quashing NOW. They would have our backing then !!!!!

[gatecrasher007]

I worked very briefly for the DWP back in the 1990s. The wage then was very low. I have since worked for LA's in HB where the pay is considerably higher, infact some of the claimants were DWP employees because their wages are so low. I am afraid the way society has gone today where jobsworth is monitoring his staff is a complete waste of money, the staff morale falls which then leads to jobsworth having to interview staff to find out "if there is a problem and if its work or home". Its all cobblers, a happy staff means you get more out of them, they are willing to give more whereas the way staff are treated now its just a slippery slope. Still what goes around comes around so hopefully jobsworth will get the push and happier times might be on the way. How can you tell if and when you want a wee!! I agree with them go out on strike,picket etc I dont think people realise just how low paid the AA's and CO's are especially for the amount of verbal they have to take over the phone.

[watchinginvestigation2011]

I agree there is no excuse for people being verbal or abusive and would have thought in such cases they would have right to end the call.

[antone]

I agree there is no excuse for people being verbal or abusive and would have thought in such cases they would have right to end the call.

 

If someone's effing and blinding at you, yes, you can end the call. Still, the staff are subjected to a fair amount of verbal abuse. Normally you learn techniques to defuse the situation - if you hang up on a customer, it just means one of your colleagues will be subjected to the same thing an hour or two later.

 

Regarding the JSA sanctions affair, I believe PCS are on record as being strongly opposed to this, both from the point of view of the staff and that of the customers. Given that the Government has some serious egg on its face over this and appears to be beating a Dunkirk-style retreat, I'd be surprised if it came to strikes. But you never know.

[leemack]

Slightly off topic, but I was on a call with a virgin broadband adviser, being assertive and reasonable about my complaint - he threatened to end the call because I said I disagreed with their policy - he accused me of being aggressive for disagreeing in a polite manner! In that case I'm impressed that DWP staff stay on the call until the swearing.

[flumps1976]

We have to request that the swearing ceases or we will terminate the call, if it continues we are allowed to end the call but usually get the same customer back on the line within minutes as there are only 2, on occasions 3 of us answering the phones.

Having worked in the department on various jobs I have been verbally and physically abused, I have been threatened with all sorts, called every name under the sun, been told what I can do, who I can do it , with, where I can go to do it and for how long!

I have been threatened at knife point, threatened with being blown to smithereens, I have been collared out and about and on one occasion my children were subjected to verbal abuse and when he threatened to hurt them I had to call my husband back out of the shop he had gone into to take them away before I launched big style at him, I was out of work and yes threaten me but not my children they can't help it that I happen to work in a JCP office, I was fully prepared to get hauled in for disciplinary action on the Monday morning but was supported in getting him banned from the office, he was later arrested for a sexual assault and admitted that it was me that he really wanted to hurt, I didn't actually have anything to do with his claim either! It was very hard to stop my husband getting involved but he realised that he had to let me shout back to stop the chap taking things any furher iygwim.

Being spat at is another common occurence as well as objects flying over desks and we don't have a security guard!

 

We also have people come in and leave their children behind, and threaten suicide, that is the hardest part to deal with if I'm honest i can handle verbal abuse but to have someone sat in front of you threatening to slash their wrists is completely another.

Isit worth the wage I get, well not that bit but when I can actually sit down with someone, have the time allocated to work through a problem and get a result then yes it is worth every single penny I earn. Not sure how many people would actuall put up with peoples behaviour for under £15k pa.

[gatecrasher007]

I agree Flumps, I worked with the DWP for a brief period in the 1990's. Whilst training, I was told that it was government policy whether there were screens to protect or not. I think there had been a problem with someone being killed in the West Country so the screens had gone up. I was told that a change of government or someone thinking that people would be less aggresive if the screens were down and the death was forgotten. I had a friend who worked in HB offices who had had a claimant come across the desk and throw not one but several computers before being restrained. I agree with Flumps because who for less than 15k per annum would put up with this. Certainly the bankers that caused the crisis would not, but I doubt if they would read a site like this as they are too busy lining their own pockets, meanwhile the rest have to carry on its a shame that their isnt a national strike and that people are not more militant as they used to be. Today people are more afraid.