Change to Process - Providing Full Name to Callers
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Our CSR's propose to amend the process requiring provision of our full name (first and last name).
As front line staff, we manage interactions from various population segments including those who may be irate or escalated, those who are frequent callers as well as individuals with mental health concerns. Our role is not simply that of a front line customer service agent. We provide a broad-reaching service to residents.
Similarly, when calling Toronto Police, their Call Takers would not provide any personal identifier (with the exception of badge number).
Our CSR's view provision of full name as a safety and security risk. In addition to protecting our safety and security, many CSR's have full time / part time jobs with varying professional capacities. As name searching via Google, social media and the like are easily accomplished, we propose that our Director bring this topic forward to Human Resources to refine the policy. To accomplish this, we require 50% support from our front line CSR's.
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