ทัวร์ คา สิ โน ลาว_สล็อตผลไม้ _ดาว โหลด slotxo https://www.google.com//352/topics/musculo-skeletal-injuries en L¡¯AFPC revendique de meilleures conditions pour les centres de service du f¨¦d¨¦ral https://www.google.com//352/node/3917 <div class="field field-name-body field-type-text-with-summary field-label-hidden view-mode-rss"> <div class="field-items"> <div class="field-item even"><p>L¡¯Alliance de la Fonction publique du Canada (AFPC) a d¨¦pos¨¦ une s¨¦rie de revendications demandant au gouvernement f¨¦d¨¦ral d¡¯offrir de meilleures conditions de travail au personnel de ses <a href="http://syndicatafpc.ca/lafpc-releve-defis-uniques-travailleurs-centres">centres de services.</a></p> <p>L¡¯AFPC tente ¨¦galement de conclure un protocole d¡¯entente visant ¨¤ cr¨¦er un comit¨¦ mixte charg¨¦ de recommander et de mettre en ?uvre une norme nationale sur les conditions de travail dans les centres de services du gouvernement f¨¦d¨¦ral.</p> <p>Les revendications ont ¨¦t¨¦ pr¨¦sent¨¦es au nom des membres des Services des programmes et de l¡¯administration (PA) travaillant pour le Conseil du Tr¨¦sor.</p> <p>Plus de 6?000 membres de l¡¯AFPC r¨¦pondent directement aux demandes de la population canadienne dans les centres de services. Bon nombre d¡¯entre eux subissent d¡¯intenses pressions pour rattraper les retards d¨¦coulant des compressions budg¨¦taires impos¨¦es par les conservateurs.</p> <p>??Voil¨¤ plusieurs ann¨¦es que l¡¯AFPC tente d¡¯aborder les d¨¦fis particuliers des personnes qui travaillent dans les centres de services f¨¦d¨¦raux??, affirme Chris Aylward, vice-pr¨¦sident ex¨¦cutif national de l¡¯AFPC ¨¤ la t¨ºte du comit¨¦ national responsable des questions touchant les centres d¡¯appel.</p> <p>Le moral est souvent tr¨¨s bas parmi les employ¨¦s de ces centres parce qu¡¯ils ont peu de contr?le sur leur travail, peu de vraies pauses et moins de dix secondes pour souffler entre deux appels, ajoute M.?Aylward. Loin d¡¯¨ºtre id¨¦al, ce milieu de travail entra?ne diff¨¦rents probl¨¨mes de sant¨¦?: fatigue oculaire, fatigue vocale, probl¨¨mes auditifs et autres.</p> <p>?Nous devons trouver des solutions ¨¤ ces probl¨¨mes et la n¨¦gociation collective est un moyen d¡¯y parvenir??, conclut Chris Aylward.</p> <p>?</p> </div> </div> </div> <section class="field field-name-field-topics field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Topics:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/topics/mental-health">Mental health</a></li><li class="field-item odd"><a href="/352/topics/musculo-skeletal-injuries">Musculo-skeletal injuries</a></li><li class="field-item even"><a href="/352/topics/repetitive-strain-injury">Repetitive Strain Injury</a></li><li class="field-item odd"><a href="/352/topics/training">Training</a></li></ul></section><section class="field field-name-field-publisher field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Publisher:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/publisher/communications-and-political-action">Communications and Political Action</a></li></ul></section><div class="field field-name-field-image-placement field-type-list-text field-label-above view-mode-rss"> <div class="field-label">Image Placement:&nbsp;</div> <div class="field-items"> <div class="field-item even">Top Right Half</div> </div> </div> Fri, 19 Jun 2015 19:03:41 +0000 meranis 3917 at/352 PSAC calls for improvements to government contact centres https://www.google.com//352/psac-calls-improvements-government-contact-centres <div class="field field-name-body field-type-text-with-summary field-label-hidden view-mode-rss"> <div class="field-items"> <div class="field-item even"><p>The Public Service Alliance of Canada (PSAC) has tabled bargaining demands calling for improvements to the working conditions of <a href="/352/psac-committed-addressing-unique-challenges">federal?contact centre workers.</a></p> <p>PSAC is also trying to negotiate a memorandum of understanding for the formation of a joint committee with the Employer to review, recommend and implement minimum standards for working conditions.</p> <p>The proposals were submitted by the bargaining team representing the Programs and Administrative Services (PA) group working under Treasury Board.</p> <p>PSAC has more than 6,000 members working in several federal government departments in call centres and client -service centres. Many suffer severe stress due to overwork from dealing with backlogs that are the result of budget cutbacks implemented by the Conservative government.</p> <p>"PSAC has been trying for many years to address the unique problems faced by our members who deal directly with the Canadian public in?contact centres,¡± said Chris Aylward, PSAC National Executive Vice-President, head of the union¡¯s national committee dealing with call centres.</p> <p>Morale in these workplaces is often very low because employees have little control over their work, inadequate rest breaks, usually with a maximum break of only 10 seconds between calls, and poor workplace environments that result in visual fatigue, voice strain, hearing problems, and other issues,</p> <p>¡°We need to find solutions through various means, and bargaining is one of a few methods we can pursue,¡± concluded Aylward.</p> <p>?</p> <p>?</p> </div> </div> </div> <section class="field field-name-field-topics field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Topics:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/topics/mental-health">Mental health</a></li><li class="field-item odd"><a href="/352/topics/musculo-skeletal-injuries">Musculo-skeletal injuries</a></li><li class="field-item even"><a href="/352/topics/repetitive-strain-injury">Repetitive Strain Injury</a></li><li class="field-item odd"><a href="/352/topics/training">Training</a></li></ul></section><section class="field field-name-field-publisher field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Publisher:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/publisher/communications-and-political-action">Communications and Political Action</a></li></ul></section><div class="field field-name-field-image-placement field-type-list-text field-label-above view-mode-rss"> <div class="field-label">Image Placement:&nbsp;</div> <div class="field-items"> <div class="field-item even">Top Right Half</div> </div> </div> Fri, 19 Jun 2015 18:58:58 +0000 meranis 3916 at/352 Plan d¡¯action de l¡¯AFPC pour les centres de services ¨¤ la client¨¨le (page 2) https://www.google.com//352/node/3884 <div class="field field-name-body field-type-text-with-summary field-label-hidden view-mode-rss"> <div class="field-items"> <div class="field-item even"><h2><strong>Initiatives ¨¤ l¡¯¨¦chelle locale</strong></h2> <p><strong>Communication et mobilisation</strong></p> <p>Taches des sections locales comptant des membres dans les centres de services ¨¤ la client¨¨le :</p> <ul><li>Dresser le plus t?t possible une liste des courriels des membres concern¨¦s, si ce n¡¯est pas d¨¦j¨¤ fait. Id¨¦alement, cette liste devrait ¨ºtre r¨¦guli¨¨rement mise ¨¤ jour ¨¦tant donn¨¦ la nature temporaire des emplois.?</li> <li>S¡¯assurer qu¡¯un repr¨¦sentant ou une repr¨¦sentante au fait des pr¨¦occupations de ces membres si¨¨ge ¨¤ leur comit¨¦ ex¨¦cutif.</li> <li>S¡¯assurer que les sections locales qui ne sont pas inscrites aux s¨¦ances d¡¯information de l¡¯employeur s¡¯y inscrivent. Les repr¨¦sentants syndicaux auront ainsi une excellente occasion de faire conna?tre les principaux articles de la convention collective et de rep¨¦rer les militants syndicaux. Ceux-ci pourraient pr¨ºter main-forte en ¨¦coutant ou en conseillant les nouveaux membres qui h¨¦sitent ¨¤ d¨¦poser une plainte officielle. ?</li> <li>S¡¯assurer que les membres qui si¨¨gent aux comit¨¦s de CSP et de SST comprennent et soutiennent les pr¨¦occupations uniques du personnel des centres de services ¨¤ la client¨¨le. Les proc¨¨s-verbaux de ces comit¨¦s devraient ¨ºtre affich¨¦s sur le site Web et distribu¨¦s par le syst¨¨me de courriel interne du syndicat. Il faut encourager les membres ¨¤ pr¨¦senter leurs pr¨¦occupations ¨¤ leurs comit¨¦s de CSP et de SST. Si ces comit¨¦s ne sont pas aussi actifs qu¡¯ils le devraient ou si les membres ne sont pas familiers avec leur fonctionnement, ceux-ci devraient demander l¡¯aide de leur ¨¦l¨¦ment. Il faut faire preuve de clart¨¦ et de transparence dans le choix des crit¨¨res d¨¦terminant les points prioritaires ¨¤ l¡¯ordre du jour, dans les communications avec les comit¨¦s de CSP ¨¤ d¡¯autres niveaux et dans l¡¯¨¦tablissement des suivis ¨¤ effectuer. ??</li> <li>Organiser des r¨¦unions publiques, des s¨¦ances portes ouvertes et des d?ners-causeries tout en tenant compte de l¡¯environnement particulier des centres de services ¨¤ la client¨¨le et de l¡¯horaire de travail. Il faudra organiser une r¨¦union sur le d¨¦p?t des revendications syndicales et la publication des normes minimales. Il faudra encourager les membres ¨¤ faire conna?tre leurs pr¨¦occupations en participant ¨¤ la distribution de tracts et ¨¤ d¡¯autres activit¨¦s du syndicat en appui aux ¨¦quipes de n¨¦gociation. ?</li> <li>Veiller ¨¤ la formation des militants des centres de services ¨¤ la client¨¨le sur les relations syndicales patronales, lorsque n¨¦cessaire. Ces militants devraient travailler en collaboration avec l¡¯AFPC, les dirigeants de leur ¨¦l¨¦ment et les agents d¡¯¨¦ducation de l¡¯AFPC de leur r¨¦gion pour ¨¦laborer des modules de formation plus adapt¨¦s ¨¤ l¡¯environnement de travail des centres de services ¨¤ la client¨¨le et pour faciliter l¡¯¨¦tablissement d¡¯un calendrier de formation plus accessible. ?</li> <li>¨¦tablir une m¨¦thode de r¨¦daction des revendications le plus t?t possible au cours du processus. Il faudra travailler avec l¡¯AFPC et les dirigeants de l¡¯¨¦l¨¦ment et de la section locale pour mieux comprendre le format et le processus de pr¨¦sentation des revendications. ?</li> <li>Examiner le document sur les normes minimales et ¨¦valuer les lieux de travail en fonction de ces crit¨¨res. R¨¦fl¨¦chir au meilleur moyen de les faire conna?tre. ¨¦tablir un point ¨¤ l¡¯ordre du jour du comit¨¦ de CSP pour discuter des secteurs o¨´ l¡¯employeur n¡¯a pas respect¨¦ les normes minimales et des solutions pour y rem¨¦dier. Le compte rendu de ces discussions doit ¨ºtre achemin¨¦ aux divers niveaux des CSP.?</li> </ul><p class="rtecenter"><a href="http://syndicatafpc.ca/plan-daction-lafpc-centres-services-clientele">&lt;?page 1</a></p> </div> </div> </div> <section class="field field-name-field-topics field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Topics:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/bargaining">Bargaining</a></li><li class="field-item odd"><a href="/352/bullying">Workplace bullying</a></li><li class="field-item even"><a href="/352/topics/harassment">Harassment</a></li><li class="field-item odd"><a href="/352/topics/health-and-safety">Health and safety</a></li><li class="field-item even"><a href="/352/topics/job-security">Job security</a></li><li class="field-item odd"><a href="/352/topics/mental-health">Mental health</a></li><li class="field-item even"><a href="/352/topics/musculo-skeletal-injuries">Musculo-skeletal injuries</a></li><li class="field-item odd"><a href="/352/topics/repetitive-strain-injury">Repetitive Strain Injury</a></li><li class="field-item even"><a href="/352/topics/technological-change">Technological change</a></li><li class="field-item odd"><a href="/352/topics/telework">Telework</a></li><li class="field-item even"><a href="/352/topics/wages">Wages</a></li></ul></section><section class="field field-name-field-publisher field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Publisher:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/publisher/human-resources-section">Human Resources Section</a></li></ul></section><section class="field field-name-field-audience field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Audience:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/audience/active-members">Active members</a></li></ul></section><section class="field field-name-field-employers field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Employers:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/pa">PA group</a></li></ul></section><div class="field field-name-field-publication-date field-type-datestamp field-label-inline clearfix view-mode-rss"> <div class="field-label">Publication Date:&nbsp;</div> <div class="field-items"> <div class="field-item even"><span class="date-display-single">Tuesday, June 9, 2015 - 2:15pm</span></div> </div> </div> Tue, 09 Jun 2015 18:50:23 +0000 calugaj 3884 at/352 Plan d¡¯action de l¡¯AFPC pour les centres de services ¨¤ la client¨¨le https://www.google.com//352/node/3883 <div class="field field-name-body field-type-text-with-summary field-label-hidden view-mode-rss"> <div class="field-items"> <div class="field-item even"><div>Ce plan d¡¯action d¨¦coule des consultations qui ont eu lieu les 13 et 14 novembre 2014 avec des militants des centres de services ¨¤ la client¨¨le et des dirigeants ¨¦lus des ¨¦l¨¦ments et de l¡¯AFPC.</div> <div>?</div> <div>Il comporte deux volets : 1) les initiatives que prendront l¡¯AFPC et les ¨¦l¨¦ments; et 2) les <a href="http://syndicatafpc.ca/plan-daction-lafpc-centres-services-clientele-page">activit¨¦s que pourront entreprendre les sections locales</a> pour mieux repr¨¦senter les membres travaillant dans les centres de services ¨¤ la client¨¨le et faire conna?tre leurs pr¨¦occupations.</div> <h3><strong>Initiatives de l¡¯AFPC et des ¨¦l¨¦ments</strong></h3> <div><strong><a href="http://syndicatafpc.ca/normes-minimales-travail-centres-services?_ga=1.59959982.2067476385.1405454282">Normes minimales</a> dans les centres de services ¨¤ la client¨¨le</strong></div> <div>?</div> <div>L¡¯AFPC a affich¨¦ sur son site Web un document sur <a href="http://syndicatafpc.ca/normes-minimales-travail-centres-services?_ga=1.59959982.2067476385.1405454282">les normes minimales</a> dans les centres de services ¨¤ la client¨¨le ainsi qu¡¯un <a href="http://syndicatafpc.ca/document-daccompagnement-normes-minimales-travail">document d¡¯accompagnement</a>.</div> <div>?</div> <div><strong>Sections locales : Communication et mobilisation</strong></div> <ul><li>Les ¨¦l¨¦ments achemineront les coordonn¨¦es des membres travaillant dans des centres de services ¨¤ la client¨¨le ¨¤ l¡¯AFPC afin que le syndicat puisse se constituer une liste ¨¤ jour.</li> <li>Le comit¨¦ sur les centres de services ¨¤ la client¨¨le du CNA jouera surtout un r?le consultatif quant au contenu des communications adress¨¦es au personnel de ces centres.</li> <li>Apr¨¨s le d¨¦p?t des revendications ¨¤ la table de n¨¦gociation, on en fera parvenir une copie aux membres accompagn¨¦e du document sur les normes minimales.</li> </ul><p><strong>Strat¨¦gies de communication et de mobilisation</strong></p> <div>L¡¯AFPC et les ¨¦l¨¦ments s¡¯engagent ¨¤ :</div> <ul><li>Recommander la cr¨¦ation d¡¯une page d¡¯accueil pour les centres de services ¨¤ la client¨¨le sur le site Web de l¡¯AFPC. Cette page pr¨¦sentera de l¡¯information sur le travail accompli par l¡¯AFPC ¨¤ ce sujet et on y affichera, entre autres : <ul><li>une version interactive des ?normes minimales et un hyperlien vers le document ¨¤ t¨¦l¨¦charger;</li> <li>les r¨¦sum¨¦s des travaux du Comit¨¦ du CNA charg¨¦ de ce dossier;</li> <li>les r¨¦sum¨¦s des conclusions de recherches</li> <li>des hyperliens vers d¡¯autres organismes et les conclusions de recherche.</li> <li>des renseignements et comptes rendus pertinents sur les dossiers li¨¦s ¨¤ la sant¨¦ et s¨¦curit¨¦ et sur le processus de n¨¦gociation collective.</li> </ul></li> </ul><div>? Examiner la possibilit¨¦ d¡¯utiliser des m¨¦dias interactifs permettant aux membres du personnel des centres de services ¨¤ la client¨¨le d¡¯¨¦changer entre eux au sujet de leurs pr¨¦occupations, de leurs succ¨¨s et de leurs exp¨¦riences.?</div> <div>?</div> <div>? Saisir toutes les occasions possibles de faire part ¨¤ l¡¯employeur des pr¨¦occupations du personnel des centres de services ¨¤ la client¨¨le, comme, par exemple, les r¨¦unions du Bureau du dirigeant principal des ressources humaines (BDPRH), les discussions au sujet d¡¯Objectif 20/20, les r¨¦unions des directions g¨¦n¨¦rales et des professionnels des ressources humaines.?</div> <div>?</div> <div>? Voir ¨¤ l¡¯¨¦laboration d¡¯une strat¨¦gie m¨¦diatique exposant impact des conditions de travail pitoyables dans les centres de services ¨¤ la client¨¨le sur la qualit¨¦ des services publics. La strat¨¦gie comportera ?des t¨¦moignages de membres au sujet de leurs conditions de travail et des exemples illustrant l¡¯impact de ces conditions sur les services.</div> <div>?</div> <div>? Pr¨¦voir la tenue de forums t¨¦l¨¦phoniques pour obtenir les commentaires des membres au sujet des probl¨¨mes v¨¦cus dans les centres de services ¨¤ la client¨¨le et pour faire conna?tre le travail de l¡¯AFPC visant ¨¤ am¨¦liorer les conditions de travail de ces membres. ?</div> <div>?</div> <div>? Mettre ¨¤ profit la n¨¦gociation pour am¨¦liorer les conditions de travail dans ces centres. Pour s¡¯assurer que l¡¯employeur tienne compte des revendications propres ¨¤ ce groupe d¡¯employ¨¦s, il faut demander aux sections locales concern¨¦es de les envoyer bien avant le d¨¦but des n¨¦gociations. Les ¨¦l¨¦ments, tout en respectant les limites de leur participation aux conf¨¦rences sur la n¨¦gociation et aux ¨¦quipes de n¨¦gociation, doivent veiller ¨¤ une repr¨¦sentation syndicale ad¨¦quate dans ces lieux de travail. Le comit¨¦ discutera des meilleures strat¨¦gies ¨¤ employer afin que les conventions collectives tiennent compte des pr¨¦occupations du personnel des centres de services ¨¤ la client¨¨le.</div> <div>?</div> <div><strong>Occasions de formation pour le personnel des centres de services ¨¤ la client¨¨le</strong></div> <div>?</div> <div>L¡¯AFPC et ses ¨¦l¨¦ments s¡¯engagent ¨¤ :</div> <ul><li>Cr¨¦er des webinaires pour mieux informer le personnel de ces centres au sujet de ses droits surtout en raison du caract¨¨re temporaire de bon nombre de ces emplois. ?</li> <li>S¡¯assurer que les sections locales ont les outils n¨¦cessaires pour tenir une r¨¦union de consultation syndicale patronale (CSP), locale ou r¨¦gionale, conjointement avec les comit¨¦s nationaux ou ¨¤ titre d¡¯initiative individuelle. Entre autres outils, mentionnons les Lignes directrices sur les comit¨¦s consultatifs patronaux-syndicaux du CNM, les ressources de l¡¯Initiative conjointe syndicale patronale du SEI et celles du Programme d¡¯apprentissage mixte. Les personnes qui connaissent ces centres seront invit¨¦es ¨¤ participer ¨¤ ces r¨¦unions de consultation, peu importe leur niveau.?</li> <li>Demander ¨¤ l¡¯¨¦quipe Sant¨¦ et s¨¦curit¨¦ de l¡¯AFPC de cr¨¦er un court module de formation sur les pr¨¦occupations en mati¨¨re de SST des membres des centres de services ¨¤ la client¨¨le. Ce module, qui sera mis ¨¤ la disposition des sections locales repr¨¦sentant ces membres, doit n¨¦cessairement aborder la Norme nationale du Canada sur la sant¨¦ et la s¨¦curit¨¦ psychologiques en milieu de travail, les dispositions sur la violence figurant ¨¤ la Partie II du Code canadien du travail et le R¨¨glement 19. ?</li> <li>S¡¯assurer que les conseils de r¨¦gion, les programmes r¨¦gionaux d¡¯¨¦ducation et les sections locales repr¨¦sentant les membres concern¨¦s cr¨¦ent une formation syndicale exclusivement ax¨¦e sur les objectifs de ces personnes. Cette formation pourrait, entre autres, porter sur la formation des d¨¦l¨¦gu¨¦s syndicaux, le r¨¨glement des griefs, l¡¯action politique et le lobbying. Le comit¨¦ passera en revue le mat¨¦riel de formation existant pour d¨¦terminer s¡¯il faut le modifier afin de tenir compte des besoins uniques du personnel des centres de services ¨¤ la client¨¨le.?</li> <li>Sensibiliser les membres ¨¤ leurs droits en leur offrant une formation sur le harc¨¨lement, les services de repr¨¦sentation en cas de harc¨¨lement et l¡¯obligation d¡¯adaptation de l¡¯employeur. Il faut ¨¦galement leur faire conna?tre les outils ¨¤ leur disposition leur permettant de se d¨¦fendre contre le harc¨¨lement et la discrimination. ??</li> </ul><div>Les ¨¦l¨¦ments auront aussi pour tache de sensibiliser, avec l¡¯aide du comit¨¦, les comit¨¦s ex¨¦cutifs des sections locales concern¨¦es aux conditions de travail uniques dans ces centres et d¡¯encourager les employ¨¦s militants de ces centres ¨¤ adh¨¦rer aux sections locales.</div> <div>?</div> <div> <p><strong>Action politique pour le personnel des centres de services ¨¤ la client¨¨le</strong></p> <p>L¡¯AFPC et les ¨¦l¨¦ments s¡¯engagent ¨¤ :</p> <ul><li>Formuler des recommandations au Comit¨¦ d¡¯action politique du CNA et ¨¤ ¨¦tablir une strat¨¦gie pour mener des actions politiques. ??</li> <li>Pr¨¦parer des trousses de lobbying et explorer diverses occasions de mener des activit¨¦s de lobbying afin de d¨¦noncer les mauvaises conditions de travail dans ces centres. Il faut ainsi arriver ¨¤ d¨¦montrer clairement comment le faible niveau de dotation, comparativement au nombre de services offerts, et les mauvaises conditions de travail dans ces centres contreviennent au Code d¡¯¨¦thique et de valeurs et aux principaux objectifs de la fonction publique. Il faut comparer les risques de l¡¯inaction au taux de satisfaction de la client¨¨le lorsqu'on vise ¨¤ cr¨¦er un milieu de travail agr¨¦able et sain. Il faudra cibler les principaux d¨¦put¨¦s dans les r¨¦gions o¨´ il existe des centres de services ¨¤ la client¨¨le et selon leur portefeuille, soit les secteurs desservis par ces centres.</li> </ul><p><strong>Autres taches</strong></p> <p>Les ¨¦l¨¦ments devront s¡¯assurer que les d¨¦cisions prises dans les diverses r¨¦unions pr¨¦conisent l¡¯action et que celles prises ¨¤ l¡¯¨¦chelle nationale sont communiqu¨¦es de fa?on constante aux diverses sections du syndicat. Il faudra ¨¦galement s¡¯assurer que les questions non r¨¦gl¨¦es soient confi¨¦es au syndicat et ¨¤ la gestion par le biais des comit¨¦s CSP aux fins de r¨¨glement</p> </div> <p class="rtecenter"><a href="http://syndicatafpc.ca/plan-daction-lafpc-centres-services-clientele-page">page 2 &gt;</a></p> <ul><li> <h3><a href="http://syndicatafpc.ca/normes-minimales-travail-centres-services?_ga=1.89268760.2067476385.1405454282" style="text-decoration: none; color: rgb(65, 136, 140);">Document sur les normes minimales</a>??</h3> </li> <li> <h3><a href="http://syndicatafpc.ca/document-daccompagnement-normes-minimales-travail" style="text-decoration: none; color: rgb(65, 136, 140); font-family: OpenSansRegular, Helvetica, sans-serif; font-size: 14px; line-height: 16.7999992370605px; background-color: rgb(255, 244, 244);">Document d¡¯accompagnement</a></h3> </li> </ul></div> </div> </div> <section class="field field-name-field-topics field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Topics:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/bargaining">Bargaining</a></li><li class="field-item odd"><a href="/352/topics/harassment">Harassment</a></li><li class="field-item even"><a href="/352/topics/health-and-safety">Health and safety</a></li><li class="field-item odd"><a href="/352/topics/job-security">Job security</a></li><li class="field-item even"><a href="/352/topics/mental-health">Mental health</a></li><li class="field-item odd"><a href="/352/topics/musculo-skeletal-injuries">Musculo-skeletal injuries</a></li><li class="field-item even"><a href="/352/topics/repetitive-strain-injury">Repetitive Strain Injury</a></li><li class="field-item odd"><a href="/352/topics/technological-change">Technological change</a></li><li class="field-item even"><a href="/352/topics/telework">Telework</a></li><li class="field-item odd"><a href="/352/topics/wages">Wages</a></li></ul></section><section class="field field-name-field-publisher field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Publisher:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/publisher/human-resources-section">Human Resources Section</a></li></ul></section> Tue, 09 Jun 2015 18:45:49 +0000 calugaj 3883 at/352 PSAC Contact Centre Action Plan (page 2) https://www.google.com//352/psac-contact-centre-action-plan-page-2 <div class="field field-name-body field-type-text-with-summary field-label-hidden view-mode-rss"> <div class="field-items"> <div class="field-item even"><h3>?<strong>Actions that can be undertaken in locals and at the workplace</strong></h3> <p><strong>Communication and mobilization</strong></p> <p>Locals with members employed in contact centres can:</p> <ul><li>Create a local home email list as soon as possible of all contact centre workers, if one doesn¡¯t already exist. The list would have to be updated regularly give the term nature of much of the work. ?</li> </ul><ul><li>Ensure that a representative who is knowledgeable about contact centre issues is on the local executive. <strong>?</strong></li> </ul><ul><li>Ensure that if locals with contact centre members are not already included in the employer¡¯s orientation that they ask to be included.? This will give representatives from the local the opportunity to highlight key articles from the collective agreement that they should be aware of. It is also an opportunity to identify union activists who can be counted on to lend a sympathetic ear and provide advice even if the new member is uncomfortable moving ahead with more formal complaint action. ?</li> </ul><ul><li>Ensure members are represented on UMC and Health and Safety committees understand and are sympathetic to the unique issues faced by contact centre employees. Minutes from UMCs and Health and Safety Committees should be posted and distributed through the internal union email list. Members should be encouraged to have their issues brought to the UMC and Health and Safety Committees. ?If UMCs or Health and Safety Committees are not functioning the way they should or if members are not sure how they should be functioning they should ask for assistance from their component.? The criteria for determining priority agenda items, communication with UMCs at other levels, and action items and their determination should be clear and transparent.? ?</li> </ul><ul><li>Organize town halls, open door sessions, and lunch and learn sessions while taking into account particular contact centre environments, working hours and shifts. A meeting should be organized around the tabling of the current bargaining demands on contact centres and the release of the ¡®minimum standards document¡¯.? Members should be encouraged to highlight their collective bargaining issues by participating in plant gating and other union activities in support of their collective bargaining teams. ?</li> </ul><ul><li>Ensure that contact centre activists receive union training, or that union management training is organized and delivered as required. Contact centre activists should work with the PSAC, their component leadership, and the PSAC education officer in their region to tweak existing modules to be more relevant to contact centre work environments and to facilitate accessible timings around potential course offerings. ?</li> </ul><ul><li>Establish a process for writing demands for collective bargaining as early in the process as possible. You don¡¯t have to wait for the contact out. Work with the PSAC and your component leadership and your local to ensure you understand the format for submitting collective agreement demands and the process for submitting them. ?</li> </ul><ul><li>Review the minimum standards document and assess your workplace against the criteria. Think about what the best avenue is for auctioning them. ?Have it as an agenda item on UMCs with a view to discussing the areas where the employer hasn¡¯t met the minimum standards and what they can do about them. The records of the discussion should be forward up the various levels of the UMC?</li> </ul><p class="rtecenter"><a href="/352/psac-contact-centre-action-plan">&lt;</a> <a href="/352/psac-contact-centre-action-plan">page 1</a></p> </div> </div> </div> <section class="field field-name-field-topics field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Topics:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/topics/harassment">Harassment</a></li><li class="field-item odd"><a href="/352/topics/health-and-safety">Health and safety</a></li><li class="field-item even"><a href="/352/topics/job-security">Job security</a></li><li class="field-item odd"><a href="/352/topics/mental-health">Mental health</a></li><li class="field-item even"><a href="/352/topics/musculo-skeletal-injuries">Musculo-skeletal injuries</a></li><li class="field-item odd"><a href="/352/topics/repetitive-strain-injury">Repetitive Strain Injury</a></li><li class="field-item even"><a href="/352/topics/technological-change">Technological change</a></li><li class="field-item odd"><a href="/352/topics/telework">Telework</a></li><li class="field-item even"><a href="/352/topics/wages">Wages</a></li></ul></section><section class="field field-name-field-publisher field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Publisher:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/publisher/programs-section">Programs Section</a></li></ul></section><section class="field field-name-field-audience field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Audience:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/audience/active-members">Active members</a></li></ul></section><section class="field field-name-field-employers field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Employers:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/pa">PA group</a></li></ul></section><div class="field field-name-field-publication-date field-type-datestamp field-label-inline clearfix view-mode-rss"> <div class="field-label">Publication Date:&nbsp;</div> <div class="field-items"> <div class="field-item even"><span class="date-display-single">Tuesday, June 9, 2015 - 2:15pm</span></div> </div> </div> Tue, 09 Jun 2015 18:18:34 +0000 calugaj 3882 at/352 PSAC Contact Centre Action Plan https://www.google.com//352/psac-contact-centre-action-plan <div class="field field-name-body field-type-text-with-summary field-label-hidden view-mode-rss"> <div class="field-items"> <div class="field-item even"><p>This action plan is a result of consultations with union contact centre activists and PSAC Component and PSAC leadership that took place in Ottawa, November 13-14, 2014.</p> <p>The action plan lays out steps the PSAC and Component leadership are prepared to take. It also <a href="/352/psac-contact-centre-action-plan-page-2">lays out actions that locals</a> who represent contact centre members can take to highlight issues and better represent our members who work in contact centre environments.</p> <h2><strong>National PSAC and Component Leadership actions</strong></h2> <p><strong><a href="/352/minimum-standards-working-conditions-federal">Minimum Standards Document</a> and <a href="/352/companion-document-minimum-standards-working">Companion Document</a></strong></p> <p>The PSAC has posted the minimum standards and companion document on its website. ??</p> <p><strong>Communicating with and mobilizing locals who represent contact centre workers</strong></p> <ul><li>Components will provide contact information for their locals with contact centre workers so a comprehensive list can be developed by PSAC; ?</li> <li>NBOD Contact Centre Committee will play a primary advisory role on the communication content to contact centre workers;</li> <li>The first communication will be sent out after the bargaining demands have been presented at the bargaining table and will include the demands and the minimum standards document</li> </ul><p><strong>Subsequent communication and mobilization strategies</strong></p> <p>The PSAC and Component leadership will:</p> <ul><li>Recommend the creation of a contact centre landing page on the PSAC website that will showcase PSAC work around contact centres. ?Website contributions could include: <ul style="list-style-type:circle"><li>the minimum standards document in a tool-box-like approach with a link to the finished document for downloading if required.</li> <li>summaries of the work of the NBoD Committee</li> <li>summaries of research outcomes in general</li> <li>links to specific organizational information and research outcomes.</li> <li>relevant health and safety and collective bargaining information and updates.</li> </ul></li> </ul><ul><li>Explore interactive media options that will provide an opportunity for contact centre workers to share problems, experiences and successes between various organizations. ?</li> </ul><ul><li>Identify key opportunities for interaction with the employer around contact centre issues and take advantage of those opportunities i.e. targeted meetings with OCHRO, discussions around Blueprint 20/20, presentations to assemblies of Director Generals and Human Resource professionals. ?</li> </ul><ul><li>Oversee development of a media strategy linking contact centre work to quality public services and demonstrate how badly operated contact centre work environments undermine service. An essential part of this strategy would include members¡¯ testimonies about their working conditions and examples of the impact on service.</li> </ul><ul><li>Consider holding telephone town halls that will solicit comments on contact centre problems and highlight the work that the PSAC is doing to improve contact centre conditions. ?</li> </ul><ul><li>Better use the bargaining process to improve working conditions by targeting contact centre locals well before bargaining to ensure bargaining demands are submitted to address their issues.? Components, while staying within guidelines for participation in bargaining conferences and bargaining teams strive to ensure that employees from contact centre work environments are well represented. The committee will discuss the best strategies to ensure that contact centre issues are reflected in collective agreements<em>. </em>?</li> </ul><p><strong>Education opportunities for contact centre employees</strong></p> <p>The PSAC and its Components will:</p> <ul><li>Create a webinar to ensure workers know their rights with special emphasis on addressing the temporary and part time nature of much of the work. ?</li> </ul><ul><li>Ensure locals are equipped to initiate a UMC at the local or regional level either as a joint initiative with national committees or as a unique union initiative. Tools could include NJC Guidelines on Consultation, UTE ¨C UMI Union Management Approach and Joint Learning Program resources. Someone familiar with Contact Centres will be encouraged to participate in every UMC regardless of level. ?</li> </ul><ul><li>Request that health and safety staff create a short training module dealing specifically with contact centre health and safety issues and make it available to contact centre locals. Amongst other important obligations the module will include information on the CSA standard on psychological mental health, the Canada Labour Code II Part 20 on violence and Regulation 19. ?</li> </ul><ul><li>Communication to Regional Councils, Regional Office Education capacity and Contact Centre locals will target Union education courses that are particularly applicable to the goals of contact centre workers. This could include everything from steward training and grievance handling to political action and lobbying. The committee will review existing educational material to determine if some special augmentation is required to be uniquely suitable to contact centre working environments.?? ?</li> </ul><ul><li>Facilitate opportunities to ensure contact centre workers know their human rights. This could include ensuring they have access to training on harassment, representation around harassment issues and the duty to accommodate, and, are aware of existing anti-harassment and discrimination tools available on-line. ??</li> </ul><ul><li>Through the assistance of the committee components will highlight the unique nature of contact centre working conditions to local executives whose locals have members who are employed in contact centres and facilitate contact centre activists becoming a member of those locals. ?</li> </ul><p><strong>Political action opportunities for contact centre employees</strong></p> <p>The PSAC and Component leadership will:</p> <ul><li>Make recommendations to the <em>PSAC NBoD Political Action Committee</em> and strategize around potential actions. ??</li> </ul><ul><li>Explore opportunities for lobbying. Lobbying would be focused on staffing levels / compared to service levels and the need for transparency in regards to the impact on the public. Lobbying kits will be prepared to demonstrate how poor contact centre conditions undermine the values, ethics and core goals of the public service. Risks from not acting and opportunities to increase public satisfaction as a function of healthy contact centres will be identified. Key MPs will be targeted based on criteria of region (where contact centres are located) and portfolio the sector of the public that the contact centre work is supposed to serve. ?</li> </ul><p><strong>Other work</strong></p> <ul><li>Components can work to ensure that meeting records of decision are action oriented and that national decisions are communicated consistently to lower levels of the organization and that items that can¡¯t be solved at the local level are consistently moved by both union and management up through higher levels of UMCs for resolution.</li> </ul><p class="rtecenter"><a href="/352/psac-contact-centre-action-plan-page-2">page 2 &gt;</a></p> <ul><li> <h3><a href="/352/minimum-standards-working-conditions-federal">Minimum Standards document</a></h3> </li> <li> <h3><a href="/352/companion-document-minimum-standards-working">Companion document</a></h3> </li> </ul></div> </div> </div> <section class="field field-name-field-topics field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Topics:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/topics/harassment">Harassment</a></li><li class="field-item odd"><a href="/352/topics/health-and-safety">Health and safety</a></li><li class="field-item even"><a href="/352/topics/job-security">Job security</a></li><li class="field-item odd"><a href="/352/topics/mental-health">Mental health</a></li><li class="field-item even"><a href="/352/topics/musculo-skeletal-injuries">Musculo-skeletal injuries</a></li><li class="field-item odd"><a href="/352/topics/repetitive-strain-injury">Repetitive Strain Injury</a></li><li class="field-item even"><a href="/352/topics/technological-change">Technological change</a></li><li class="field-item odd"><a href="/352/topics/telework">Telework</a></li><li class="field-item even"><a href="/352/topics/violence">Violence</a></li><li class="field-item odd"><a href="/352/topics/wages">Wages</a></li></ul></section><section class="field field-name-field-publisher field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Publisher:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/publisher/programs-section">Programs Section</a></li></ul></section> Tue, 09 Jun 2015 18:10:27 +0000 calugaj 3881 at/352 Normes minimales de travail dans les centres de services ¨¤ la client¨¨le https://www.google.com//352/node/3608 <div class="field field-name-body field-type-text-with-summary field-label-hidden view-mode-rss"> <div class="field-items"> <div class="field-item even"><p><strong>CONTEXTE</strong></p> <p>Plus de 6?000 fonctionnaires f¨¦d¨¦raux travaillent dans des centres de services ¨¤ la client¨¨le, et la plupart sont membres de l¡¯AFPC. Leur tache consiste ¨¤ aider les citoyennes et citoyens par t¨¦l¨¦phone ou par voie ¨¦lectronique (Internet et m¨¦dias sociaux).</p> <p>Plusieurs minist¨¨res et agences ont mis sur pied de tels centres, dont Service Canada, l¡¯ARC (¨¤ Ottawa et Calgary, entre autres) et TPSGC (le Centre des pensions ¨¤ Shediac et le nouveau Centre des services de paye de la fonction publique ¨¤ Miramichi). Les conditions de travail varient selon le minist¨¨re ou l¡¯agence. Des porte-parole des centres de services ¨¤ la client¨¨le nous ont conseill¨¦ d¡¯¨¦noncer clairement les normes minimales de travail que devraient respecter les employeurs. L¡¯AFPC utilisera tous les moyens dont elle dispose, y compris la n¨¦gociation collective et les comit¨¦s de sant¨¦ et s¨¦curit¨¦, pour s¡¯assurer que les minist¨¨res et les agences suivent, voire surpassent, ces normes.</p> <p>Le pr¨¦sent document ¨¦nonce un ensemble de grands principes et de revendications visant ¨¤ am¨¦liorer les conditions de travail des membres de l¡¯AFPC qui travaillent dans les centres de services ¨¤ la client¨¨le. Son objectif est double?: am¨¦liorer la qualit¨¦ du service ¨¤ la client¨¨le et assurer des conditions de travail d¨¦centes pour les travailleurs et travailleuses.</p> <p>En vue de cr¨¦er un environnement de travail d¨¦cent, tout centre de services ¨¤ la client¨¨le doit adh¨¦rer aux grands principes suivants?:</p> <ul><li>Respecter les dispositions des conventions collectives, notamment au chapitre des pauses, heures de travail, quarts de travail et heures suppl¨¦mentaires.</li> <li>Tenir des consultations s¨¦rieuses avec les travailleurs, les travailleuses et le syndicat au moment d¡¯apporter des changements en milieu de travail.</li> <li>Assurer un niveau de dotation qui permet de r¨¦pondre avec efficacit¨¦ aux besoins de la client¨¨le tout en permettant aux travailleurs et travailleuses de suivre des programmes de formation en cours d¡¯emploi ou en transition de carri¨¨re et de concilier vie professionnelle et vie personnelle.</li> <li>Offrir aux travailleurs et travailleuses l¡¯autonomie voulue pour assurer ¨¤ la client¨¨le un service de qualit¨¦ et un suivi ad¨¦quat.</li> <li>Offrir r¨¦guli¨¨rement des programmes de formation en cours d¡¯emploi et en transition de carri¨¨re.</li> <li>Valoriser l¡¯opinion des travailleurs et travailleuses sur les m¨¦thodes de travail.</li> <li>Permettre aux travailleurs et travailleuses d¡¯exercer, dans la mesure du possible, un certain contr?le sur leur travail et son rythme.</li> <li>Voir ¨¤ l¡¯application rigoureuse des lois et r¨¨glements en mati¨¨re de sant¨¦ et s¨¦curit¨¦ au travail par toutes les parties int¨¦ress¨¦es.</li> <li>Adopter des mesures de pr¨¦vention du stress.</li> <li>¨¦laborer des indicateurs et des objectifs de rendement du travail r¨¦alistes.</li> <li>Configurer des postes de travail ergonomiques, offrir un ¨¦quipement appropri¨¦, cr¨¦er une ambiance acoustique ad¨¦quate en adoptant des strat¨¦gies de r¨¦duction du bruit.</li> </ul><p class="rtecenter"><a href="http://syndicatafpc.ca/normes-minimales-travail-centres-services-0">PAGE SUIVANTE</a> |1|<a href="http://syndicatafpc.ca/normes-minimales-travail-centres-services-0">2</a>|<a href="http://syndicatafpc.ca/normes-minimales-travail-centres-services-1?_ga=1.67363346.2067476385.1405454282">3</a>|<a href="http://syndicatafpc.ca/normes-minimales-travail-centres-services-2?_ga=1.56690089.2067476385.1405454282">4</a>|<a href="http://syndicatafpc.ca/normes-minimales-travail-centres-services-0">&gt;</a></p> <p><a href="http://syndicatafpc.ca/document-daccompagnement-normes-minimales-travail" style="text-decoration: none; color: rgb(65, 136, 140); font-family: OpenSansRegular, Helvetica, sans-serif; font-size: 14px; line-height: 16.7999992370605px; background-color: rgb(255, 244, 244);">Document d¡¯accompagnement</a></p> <p><a href="http://syndicatafpc.ca/plan-daction-lafpc-centres-services-clientele">Plan d¡¯action de l¡¯AFPC pour les centres de services ¨¤ la client¨¨le</a></p> </div> </div> </div> <section class="field field-name-field-topics field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Topics:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/bargaining">Bargaining</a></li><li class="field-item odd"><a href="/352/topics/harassment">Harassment</a></li><li class="field-item even"><a href="/352/topics/health-and-safety">Health and safety</a></li><li class="field-item odd"><a href="/352/topics/mental-health">Mental health</a></li><li class="field-item even"><a href="/352/topics/musculo-skeletal-injuries">Musculo-skeletal injuries</a></li><li class="field-item odd"><a href="/352/topics/repetitive-strain-injury">Repetitive Strain Injury</a></li><li class="field-item even"><a href="/352/topics/technological-change">Technological change</a></li><li class="field-item odd"><a href="/352/topics/telework">Telework</a></li><li class="field-item even"><a href="/352/topics/wages">Wages</a></li></ul></section><section class="field field-name-field-publisher field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Publisher:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/publisher/human-resources-section">Human Resources Section</a></li></ul></section><section class="field field-name-field-audience field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Audience:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/audience/active-members">Active members</a></li></ul></section><div class="field field-name-field-attachments field-type-file field-label-above view-mode-rss"> <div class="field-label">Attachments:&nbsp;</div> <div class="field-items"> <div class="field-item even"><table class="sticky-enabled"> <thead><tr><th>Attachment</th><th>Size</th> </tr></thead> <tbody> <tr class="odd"><td><span class="file"><img class="file-icon" alt="PDF icon" title="application/pdf" src="/modules/file/icons/application-pdf.png" /> <a href="/352/sites/psac/files/attachments/pdfs/7602-15-fr-minimum_standards.pdf" type="application/pdf; length=285074">7602-15-fr-minimum_standards.pdf</a></span></td><td>278.39 KB</td> </tr> </tbody> </table> </div> </div> </div> <div class="field field-name-field-publication-date field-type-datestamp field-label-inline clearfix view-mode-rss"> <div class="field-label">Publication Date:&nbsp;</div> <div class="field-items"> <div class="field-item even"><span class="date-display-single">Tuesday, March 17, 2015 - 12:00pm</span></div> </div> </div> <section class="field field-name-field-embedded-image field-type-image field-label-above view-mode-rss"><h2 class="field-label">Embedded Image:&nbsp;</h2><div class="field-items"><figure class="clearfix field-item even"><img class="image-style-none" src="/352/sites/psac/files/istock_000056406710_small_1.jpg" width="849" height="565" alt="Normes minimales de travail dans les centres de services ¨¤ la client¨¨le" title="Normes minimales de travail dans les centres de services ¨¤ la client¨¨le" /></figure></div></section><div class="field field-name-field-image-placement field-type-list-text field-label-above view-mode-rss"> <div class="field-label">Image Placement:&nbsp;</div> <div class="field-items"> <div class="field-item even">Top Banner</div> </div> </div> Tue, 17 Mar 2015 16:58:14 +0000 calugaj 3608 at/352 Minimum Standards for Working Conditions in Federal Government Contact Centres https://www.google.com//352/minimum-standards-working-conditions-federal <div class="field field-name-body field-type-text-with-summary field-label-hidden view-mode-rss"> <div class="field-items"> <div class="field-item even"><p><strong>BACKGROUND</strong></p> <p>More than 6,000 federal employees work in contact centres or client service centres where they interact with citizens by phone, the internet and social media.</p> <p>Most of these employees are PSAC members.</p> <p>Examples of these centres range from Service Canada contact centres, CRA contact centres like those in Ottawa, client service centres like those in Calgary, new client service centres like the pension centre in Shediac and the new pay centre in Miramichi. ??Conditions vary depending in which department, agency or organization the work is being carried out. ?Representatives from contact centres have advised the union that it should clearly articulate the minimum standards that the union expects departments, agencies and organizations to meet. The union will work to ensure that departments, agencies and organizations meet or surpass these minimum standards in contact and client service centres through collective bargaining, health and safety committees and any other venues where improvements can be achieved.</p> <p>This document lays down a set of broad principles and demands to improve working conditions for PSAC members working in contact centers.? Its aim is to improve quality services to clients and provide decent working environments for workers.</p> <p>The key principles for decent contact or client service centre working environments include:</p> <ul><li>respect for collective agreement provisions including rest breaks, working time, shift time and overtime provisions</li> <li>meaningful consultation with workers and unions for all workplace changes,</li> <li>staffing levels that are sufficient to effectively handle client requirements</li> <li>attendance for workplace and career transition training, and the ability to balance work and family life</li> <li>work that is organized to allow workers the flexibility to provide quality services and client follow-up</li> <li>the provision of regular workplace and career transition training</li> <li>an environment where worker¡¯s insights into workplace operation are valued</li> <li>an environment where workers¡¯ have as much control over their work and its pace as possible</li> <li>rigorous application of? health and safety legislation and regulations by all parties</li> <li>measures that facilitate stress relief</li> <li>appropriate call volume performance measures and targets</li> <li>appropriate ergonomic work station and equipment design, ?noise volume reduction design and?strategies</li> </ul><p><a href="/352/companion-document-minimum-standards-working">Companion document</a></p> <p><a href="/352/psac-contact-centre-action-plan">PSAC Contact Centre Action Plan</a></p> </div> </div> </div> <section class="field field-name-field-topics field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Topics:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/topics/harassment">Harassment</a></li><li class="field-item odd"><a href="/352/topics/health-and-safety">Health and safety</a></li><li class="field-item even"><a href="/352/topics/mental-health">Mental health</a></li><li class="field-item odd"><a href="/352/topics/musculo-skeletal-injuries">Musculo-skeletal injuries</a></li><li class="field-item even"><a href="/352/topics/repetitive-strain-injury">Repetitive Strain Injury</a></li><li class="field-item odd"><a href="/352/topics/technological-change">Technological change</a></li><li class="field-item even"><a href="/352/topics/telework">Telework</a></li><li class="field-item odd"><a href="/352/topics/wages">Wages</a></li></ul></section><section class="field field-name-field-publisher field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Publisher:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/publisher/programs-section">Programs Section</a></li></ul></section><section class="field field-name-field-audience field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Audience:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/audience/active-members">Active members</a></li></ul></section><div class="field field-name-field-attachments field-type-file field-label-above view-mode-rss"> <div class="field-label">Attachments:&nbsp;</div> <div class="field-items"> <div class="field-item even"><table class="sticky-enabled"> <thead><tr><th>Attachment</th><th>Size</th> </tr></thead> <tbody> <tr class="odd"><td><span class="file"><img class="file-icon" alt="PDF icon" title="application/pdf" src="/modules/file/icons/application-pdf.png" /> <a href="/352/sites/psac/files/attachments/pdfs/minimum_standards_-_contact_centres.pdf" type="application/pdf; length=135278">minimum_standards_-_contact_centres.pdf</a></span></td><td>132.11 KB</td> </tr> </tbody> </table> </div> </div> </div> <div class="field field-name-field-publication-date field-type-datestamp field-label-inline clearfix view-mode-rss"> <div class="field-label">Publication Date:&nbsp;</div> <div class="field-items"> <div class="field-item even"><span class="date-display-single">Tuesday, March 17, 2015 - 12:00pm</span></div> </div> </div> <section class="field field-name-field-embedded-image field-type-image field-label-above view-mode-rss"><h2 class="field-label">Embedded Image:&nbsp;</h2><div class="field-items"><figure class="clearfix field-item even"><img class="image-style-none" src="/352/sites/psac/files/istock_000056406710_small_0.jpg" width="849" height="565" alt="Minimum Standards for Working Conditions in Federal Government Contact Centres " title="Minimum Standards for Working Conditions in Federal Government Contact Centres " /></figure></div></section><div class="field field-name-field-image-placement field-type-list-text field-label-above view-mode-rss"> <div class="field-label">Image Placement:&nbsp;</div> <div class="field-items"> <div class="field-item even">Top Banner</div> </div> </div> Tue, 17 Mar 2015 16:33:08 +0000 calugaj 3607 at/352 Document d¡¯accompagnement - Normes minimales de travail dans les centres de services ¨¤ la client¨¨le https://www.google.com//352/node/3606 <div class="field field-name-body field-type-text-with-summary field-label-hidden view-mode-rss"> <div class="field-items"> <div class="field-item even"><p>Le document ci-joint ¨¦nonce un ensemble de grands principes et de revendications visant ¨¤ am¨¦liorer les conditions de travail des membres de l¡¯AFPC qui travaillent dans les centres de services ¨¤ la client¨¨le. Son objectif est double?: am¨¦liorer la qualit¨¦ du service ¨¤ la client¨¨le et assurer des conditions de travail d¨¦centes pour les travailleurs et travailleuses. Certains centres de services ¨¤ la client¨¨le gouvernementaux respectent, voire d¨¦passent, ces normes, d¡¯autres non. Le syndicat estime qu¡¯il est tr¨¨s important d¡¯appliquer ces normes ou de les surpasser.</p> <p>Votre employeur se conforme-t-il aux normes minimales? Pour le savoir, lisez le document ci-joint. Dans l¡¯affirmative, bravo! R¨¦fl¨¦chissez maintenant ¨¤ des fa?ons de surpasser ces normes. Dans le cas contraire, nous vous proposons ci-apr¨¨s quelques moyens d¡¯apporter des changements positifs.</p> <p>D¡¯abord, consultez votre convention collective. Y sont ¨¦nonc¨¦es plusieurs obligations pour les employeurs en mati¨¨re de travail par poste, d¡¯¨¦tablissement des horaires, de conciliation travail-famille, d¡¯heures suppl¨¦mentaires, de pauses r¨¦mun¨¦r¨¦es, y compris pour les repas, et d¡¯autres droits importants. Si l¡¯employeur ne remplit pas ses obligations, vous pourrez peut-¨ºtre d¨¦poser un grief. Il est important de bien conna?tre sa convention collective. Si vous croyez que votre employeur a enfreint les dispositions de votre convention collective, parlez-en ¨¤ la d¨¦l¨¦gu¨¦e syndicale ou au d¨¦l¨¦gu¨¦ syndical, au pr¨¦sident ou ¨¤ la pr¨¦sidente de votre section locale ou ¨¤ votre repr¨¦sentante ou repr¨¦sentant syndical.</p> <p>Le syndicat a deux options?: aller de l¡¯avant avec le grief ou aborder la question lors d¡¯une rencontre du comit¨¦ syndical-patronal. En fait, ces comit¨¦s sont probablement la meilleure tribune pour trouver des solutions ¨¤ la plupart des probl¨¨mes qui surviennent dans les centres de services ¨¤ la client¨¨le et, ainsi, appliquer ou d¨¦passer les normes minimales que doivent suivre tous les employeurs.</p> <p>Ces consultations donnent parfois le r¨¦sultat voulu, mais pas toujours. Il faut alors planifier ¨¤ long terme et prendre certaines mesures. Par exemple, pour r¨¦gler certains probl¨¨mes, il faut modifier la convention collective. Dans ces cas-l¨¤, vous devriez demander que ces probl¨¨mes soient transmis ¨¤ votre ¨¦l¨¦ment, qui pourrait les pr¨¦senter sous forme de revendications lors de la prochaine ronde de n¨¦gociation avec l¡¯employeur.</p> <p>Il y a des enjeux particuliers en mati¨¨re de sant¨¦ et s¨¦curit¨¦ dans les centres de services ¨¤ la client¨¨le, notamment les bruits de fond, la posture de travail, la fatigue visuelle, la fatigue vocale, les probl¨¨mes auditifs et le stress. Au f¨¦d¨¦ral, toutes ces questions sont assujetties ¨¤ la partie?II du <em>Code canadien du travail</em> et aux r¨¨glements aff¨¦rents. Aux termes du <em>Code</em>, chaque employeur doit mettre sur pied un comit¨¦ mixte de sant¨¦ et s¨¦curit¨¦ et le charger d¡¯¨¦tudier les probl¨¨mes qui surviennent en milieu de travail. Demandez ¨¤ votre repr¨¦sentante syndicale ou repr¨¦sentant syndical de transmettre au comit¨¦ mixte de votre lieu de travail les probl¨¨mes dont vous avez connaissance.</p> <p>Voici certains enjeux propres aux centres de services ¨¤ la client¨¨le : la surveillance des appels, le manque de r¨¦pit entre les appels, l¡¯intimidation et le harc¨¨lement par des clients ou des superviseurs. Mais attention, tout cela ne fait pas n¨¦cessairement partie de votre travail. Si vous jugez que cela va trop loin, parlez ¨¤ votre syndicat de la possibilit¨¦ de d¨¦poser une plainte pour harc¨¨lement.</p> <p>Certains ¨¦l¨¦ments ont cr¨¦¨¦ des comit¨¦s sur les centres de services ¨¤ la client¨¨le. Le Conseil national d¡¯administration de l¡¯AFPC s¡¯est dot¨¦ d¡¯un sous-comit¨¦ qui ¨¦tudiera les nouveaux enjeux li¨¦s ¨¤ ces milieux de travail et formulera des solutions possibles.</p> <p>Il y a bien d¡¯autres probl¨¨mes, dont celui du manque de personnel. Malheureusement, la dotation n¡¯est pas du ressort des gestionnaires dans votre minist¨¨re ou agence. Les niveaux de dotation sont ¨¦tablis en fonction du financement accord¨¦ par le gouvernement; l¡¯action politique est donc le seul moyen de changer la donne. En informant votre syndicat des r¨¦percussions qu¡¯a le manque de personnel sur la client¨¨le, vous lui fournirez les munitions requises pour passer ¨¤ l¡¯attaque.</p> <p>Le syndicat peut faire beaucoup pour am¨¦liorer vos conditions de travail. Les <em>Normes minimales de travail dans les centres de services ¨¤ la client¨¨le</em> vous aideront ¨¤ cerner les probl¨¨mes, et le syndicat peut vous aider ¨¤ les r¨¦gler ¨¤ court et ¨¤ long terme.</p> <p><a href="http://syndicatafpc.ca/normes-minimales-travail-centres-services">Document sur les normes minimales</a></p> </div> </div> </div> <section class="field field-name-field-topics field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Topics:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/bargaining">Bargaining</a></li><li class="field-item odd"><a href="/352/topics/harassment">Harassment</a></li><li class="field-item even"><a href="/352/topics/health-and-safety">Health and safety</a></li><li class="field-item odd"><a href="/352/topics/job-security">Job security</a></li><li class="field-item even"><a href="/352/topics/mental-health">Mental health</a></li><li class="field-item odd"><a href="/352/topics/musculo-skeletal-injuries">Musculo-skeletal injuries</a></li><li class="field-item even"><a href="/352/topics/repetitive-strain-injury">Repetitive Strain Injury</a></li><li class="field-item odd"><a href="/352/topics/technological-change">Technological change</a></li><li class="field-item even"><a href="/352/topics/telework">Telework</a></li><li class="field-item odd"><a href="/352/topics/wages">Wages</a></li></ul></section><section class="field field-name-field-publisher field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Publisher:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/publisher/human-resources-section">Human Resources Section</a></li></ul></section><section class="field field-name-field-audience field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Audience:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/audience/active-members">Active members</a></li></ul></section><div class="field field-name-field-attachments field-type-file field-label-above view-mode-rss"> <div class="field-label">Attachments:&nbsp;</div> <div class="field-items"> <div class="field-item even"><table class="sticky-enabled"> <thead><tr><th>Attachment</th><th>Size</th> </tr></thead> <tbody> <tr class="odd"><td><span class="file"><img class="file-icon" alt="PDF icon" title="application/pdf" src="/modules/file/icons/application-pdf.png" /> <a href="/352/sites/psac/files/attachments/pdfs/7603-15-fr-companion_document.pdf" type="application/pdf; length=144315">7603-15-fr-companion_document.pdf</a></span></td><td>140.93 KB</td> </tr> </tbody> </table> </div> </div> </div> <div class="field field-name-field-publication-date field-type-datestamp field-label-inline clearfix view-mode-rss"> <div class="field-label">Publication Date:&nbsp;</div> <div class="field-items"> <div class="field-item even"><span class="date-display-single">Tuesday, March 17, 2015 - 11:30am</span></div> </div> </div> <section class="field field-name-field-embedded-image field-type-image field-label-above view-mode-rss"><h2 class="field-label">Embedded Image:&nbsp;</h2><div class="field-items"><figure class="clearfix field-item even"><img class="image-style-none" src="/352/sites/psac/files/istock_000019644563_small_1.jpg" width="566" height="848" alt="" /></figure></div></section><div class="field field-name-field-image-placement field-type-list-text field-label-above view-mode-rss"> <div class="field-label">Image Placement:&nbsp;</div> <div class="field-items"> <div class="field-item even">Top Right Quarter</div> </div> </div> Tue, 17 Mar 2015 15:39:31 +0000 calugaj 3606 at/352 Companion Document for "Minimum Standards for Working Conditions in Federal Government Contact Centres" https://www.google.com//352/companion-document-minimum-standards-working <div class="field field-name-body field-type-text-with-summary field-label-hidden view-mode-rss"> <div class="field-items"> <div class="field-item even"><p>The attached <em>Minimum Standards for Working Conditions in Federal Government Contact Centres</em> document lays down a set of broad principles and demands to improve working conditions for PSAC members working in contact centres.? Its aim is to improve quality services to clients and provide decent working environments for workers. Some federal government contact centres might already meet or surpass these minimum standards, though some do not. The union believes it is important to work towards realizing and even surpassing these standards.</p> <p>We urge you to read the document and use it to evaluate whether your workplace measures up to the minimum standards. If it does, that¡¯s great. You can then think about ways it can surpass these standards.</p> <p>If your workplace doesn¡¯t measure up, you have some options for making sure it does.</p> <p>Your collective agreement already includes articles that the employer is obligated to adhere to around shift work, scheduling, work-life balance, overtime, paid meal and break periods, and other important workplace rights. If the employer isn¡¯t meeting those obligations you should be able to file a grievance. It¡¯s important to be familiar with your collective agreement. If you believe that the articles of your collective agreement have been violated by the employer, talk to your shop steward, local president or union representative about the possibility of filing a grievance.</p> <p>The union may agree that a grievance is warranted or the union may take the matter up with the employer during a union management committee (UMC) meeting. In fact, UMCs may be the best venue to argue for solutions to a lot of contact centre problems</p> <p>If you are unable to make progress through UMCs, then you need longer term planning and actions. In these cases, the issues you identify as being unfair can be solved through improved collective agreement language. Collective bargaining is another important method we have for pushing for changes in our workplace. If you take this route, you¡¯ll need to ask that the particular problems and issues in your workplace are passed on to your component so that they can be considered as potential bargaining demands.</p> <p>Contact centre environments have distinct health and safety issues. Background noise, workplace posture, visual fatigue, voice strain, hearing issues and stress are all important health and safety issues that in the federal working environment are subject to the Canada Labour Code Part II and the CLC part II regulations. The CLC Part II says that all work places should have a joint health and safety committee. Talk to your union representative in your work place to have health and safety issues forwarded to the joint health and safety committee in your workplace.</p> <p>Contact centres are characterized by call monitoring and unrealistic downtimes between calls as well as bullying or harassment by clients and supervisors. Although some of this might seem to be just part of the job, if it exceeds what is appropriate, you should check with your union about the viability of a harassment complaint.</p> <p>Some components have call centre committees and the PSAC National Board of Directors has also formed a subcommittee to review emerging contact centre issues and determine possible solutions.</p> <p>There are other issues like insufficient staffing levels that are beyond the control of the managers in your department or agency. Staffing levels are a direct result of government funding decisions and may only be improved through political action. Arming your union with knowledge about the impacts of inadequate staffing on the public and clients will assist the union in successful political actions.</p> <p>There are a lot of ways the union can help to improve working conditions. The <em>Minimum Standards for Working Conditions in Federal Government Contact Centres</em> will help you identify problems, and the union can help resolve them, either in the short term or over the long haul.?</p> <p><a href="/352/minimum-standards-working-conditions-federal">Minimum Standards document</a></p> </div> </div> </div> <section class="field field-name-field-topics field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Topics:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/bargaining">Bargaining</a></li><li class="field-item odd"><a href="/352/topics/harassment">Harassment</a></li><li class="field-item even"><a href="/352/topics/health-and-safety">Health and safety</a></li><li class="field-item odd"><a href="/352/topics/job-security">Job security</a></li><li class="field-item even"><a href="/352/topics/mental-health">Mental health</a></li><li class="field-item odd"><a href="/352/topics/musculo-skeletal-injuries">Musculo-skeletal injuries</a></li><li class="field-item even"><a href="/352/topics/repetitive-strain-injury">Repetitive Strain Injury</a></li><li class="field-item odd"><a href="/352/topics/technological-change">Technological change</a></li><li class="field-item even"><a href="/352/topics/telework">Telework</a></li><li class="field-item odd"><a href="/352/topics/wages">Wages</a></li></ul></section><section class="field field-name-field-publisher field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Publisher:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/publisher/programs-section">Programs Section</a></li></ul></section><section class="field field-name-field-audience field-type-taxonomy-term-reference field-label-above view-mode-rss"><h2 class="field-label">Audience:&nbsp;</h2><ul class="field-items"><li class="field-item even"><a href="/352/audience/active-members">Active members</a></li></ul></section><div class="field field-name-field-attachments field-type-file field-label-above view-mode-rss"> <div class="field-label">Attachments:&nbsp;</div> <div class="field-items"> <div class="field-item even"><table class="sticky-enabled"> <thead><tr><th>Attachment</th><th>Size</th> </tr></thead> <tbody> <tr class="odd"><td><span class="file"><img class="file-icon" alt="PDF icon" title="application/pdf" src="/modules/file/icons/application-pdf.png" /> <a href="/352/sites/psac/files/attachments/pdfs/companion_document.pdf" type="application/pdf; length=146508">companion_document.pdf</a></span></td><td>143.07 KB</td> </tr> </tbody> </table> </div> </div> </div> <div class="field field-name-field-publication-date field-type-datestamp field-label-inline clearfix view-mode-rss"> <div class="field-label">Publication Date:&nbsp;</div> <div class="field-items"> <div class="field-item even"><span class="date-display-single">Tuesday, March 17, 2015 - 11:30am</span></div> </div> </div> <section class="field field-name-field-embedded-image field-type-image field-label-above view-mode-rss"><h2 class="field-label">Embedded Image:&nbsp;</h2><div class="field-items"><figure class="clearfix field-item even"><img class="image-style-none" src="/352/sites/psac/files/istock_000019644563_small_0.jpg" width="566" height="848" alt="" /></figure></div></section><div class="field field-name-field-image-placement field-type-list-text field-label-above view-mode-rss"> <div class="field-label">Image Placement:&nbsp;</div> <div class="field-items"> <div class="field-item even">Top Right Quarter</div> </div> </div> Tue, 17 Mar 2015 15:34:10 +0000 calugaj 3605 at/352