United Public Employees.
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Meet and Confer Update

DCSS Expansion of Call Recording 

     UPE met with DCSS management to discuss the expansion of call recording. The department had gone to recording calls in 2016, and it seemed to be a better tool to use than having supervisors jumping onto the call to listen in. Since this system was implemented, UPE is not aware of any disciplinary actions that have come from calls that were recorded, and the department assures us that is not the intent. Rather, it is a better tool to help workers with improving customer service.

     Now that we are living with COVID, and the department is allowing remote work schedules to reduce the number of workers in the building, they want to expand recording to those working remotely. Because there is a need to warn the caller that the conversation will be recorded, there will have to be some training to make sure that everyone is on the same page, and we have been assured that the department will continue to help individuals with whatever training is necessary for success.

     What we were excited to hear is that this will open up for the possibility of telework continuing and possibly expanding in the future and, with no visible end to this pandemic, that was welcome news to further the effort of keeping our members safe. UPE would like to thank Althea Russell and Brian Williams for sitting in on this meeting to make sure that everything that would concern our members was brought to the table. Please let us know if you have any questions.

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United Public Employees
9333 Tech Center Drive, #300
Sacramento, CA  95826
Phone: 916-736-9503
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