Better responding to members’ needs

By Lynn Takayama

Federation has recently combined its Communications unit with the Welfare section to better respond to both members' general inquiries about the working conditions, leave matters and general employment questions right through to dealing with more serious or long-term matters that need the advice of one of the Federation Welfare Officers.

The union is also in the process of upgrading its telephone system to better respond to the increasing numbers of members seeking information and advice.

Theses changes come about after an extensive review of how the Federation deals with not only phone calls from members but also faxes and emails. The nature of the problems being experienced by individual members in their workplaces has become more and more difficult and complex over the past few years.

This had been reflected in an ever-increasing demand on the specialised assistance and advice provided by Welfare Officers. The demands on the time of the Welfare Officers had become so great that it was becoming increasingly difficult to meet members' demands in an efficient manner.

Broad consultation took place about how to create a model that would provide a more timely response to members with the advice or information that the individual member needed. This consultation took place both within the union and externally by consulting other unions, nationally and internationally. A model was developed that Federation anticipates will meet our members' needs in terms of prompt and coordinated advice and assistance to members.

The new section (Welfare/Communications) comprises five Communications Advisers, five Welfare Officers and three secretarial staff. Over 2007 we have been implementing the recommendations of the review.

In the new model, every call that comes into the section is answered by one of the five communications advisers. Many of the calls that come into the union from members can be dealt with promptly at this level with information being posted, emailed or faxed to members at home or at their workplace. Information about the issue and the advice that was provided to the member is logged electronically for follow-up or ongoing support. If it is determined that the issue needs specialised advice from an Officer the matter is referred through to a phone duty Officer who will deal with the member to answer their immediate concern or question. For members who need advice/information that is more appropriately provided by a Welfare Officer, Federation has also instituted a roster system of Welfare Duty Officer' (one of the five Welfare Officers) so that prompt and efficient advice can be provided in a timely manner direct to the member.

If individual member's matters are ongoing, for example a protracted workers compensation matter or departmental charges, the matter is allocated to a Welfare Officer who will provide ongoing advice and assistance to the individual member.

Federation has also committed additional resources such a purpose-built computer database.

In the past six months the new system of operation has:

• significantly increased the ability for members to obtain a prompt response to an inquiry
• decreased the number of calls for which an individual Welfare Officer is responsible, allowing more time for the Welfare Officers to concentrate on those difficult matters which require their dedicated and ongoing attention.

If you have a query related to your employment rights that cannot be answered by either your Federation Representative or your Organiser please call the Welfare/Communications section on (02) 9217 2126 or 1300 654 367.

Lynn Takayama is a Welfare Officer.

For further information

September 2007 contents