The crew are dispersed across the country, with some working onsite in the Gelos office and many

Fantastic news! We've Found the answer you've been seeking!

Question:

The crew are dispersed across the country, with some working onsite in the Gelos office and many working from remote locations.

Currently, most Gelos crew have access to flexible working arrangements such as working from home and outside of "traditional" 9-5 work hours. However, the Customer Service Crew, and especially the Call Centre Operators, have been required to work together within the office call-centre environment between 8am and 8pm.

Sean Matthews is a Call Centre Operator. He believes that it shouldn't matter where he connects with customers. He's keen to use the web to connect to the Gelos systems from home at least 2 days a week. He states that this will have a really positive effect on his work / life balance and help him juggle his family commitments. He's also suggested that potentially the customer contact hours could be extended to operate from 7am- 10pm if staff had access to more flexible work options.

Sean's been talking with his crew colleagues; they all seem very keen on the idea. Sean brings the suggestion to their Coordinator Emily Burr, who in turn has brought it to Tobias Ukestock, Leader "People and Culture Crew".

From: Ukestock, Tobias

Sent: Friday, 12 September 2021 11:52 AM

To: You

Subject: Work from Home

________________________________________________________________________________

Great to talk with you this morning. As discussed, Sean in the Call Centre (CC) Crew has an interesting suggestion about CC Crew being allowed to work from home. I think on the surface it's a reasonable request. After all, we pride ourselves on being an employer of choice, and flexible work conditions is a big plus for that! We need to make sure it's an equitable opportunity for all crew.

Can we consider what impact that would have on the C Centre and plan ahead to organise extensive consultation before we recommend changes. It's a positive that we could offer extra hours of support to our customers whilst giving staff flexible working hours too.

To move forward we need to consider what our consultation plan should include. Prior to our next meeting can you all refer to the following documents to ensure we are all on the same page.

1. Fair Work Ombudsman: Consultation and cooperation in the workplace. https://www.fairwork.gov.au/tools-and-resources/best-practice-guides/consultation-and-cooperation-in-the-workplace

2.Gelos Call Centre Operator's position description. https://share.tafensw.edu.au/share/items/7a7a7f18-0597-4064-80ae-7e64e236a0db/0/?attachment.uuid=990fe64e-7eac-4c73-bc47-413cf377bf9d

3.Organisation chart.https://share.tafensw.edu.au/share/items/b7f3345c-19b3-422a-8b3c-5eb1d2950cee/0/?attachment.uuid=3250f247-da8d-4f7e-9c53-7833f102fc49

4.Customer Service Crew Intranet page. https://share.tafensw.edu.au/share/file/d0b458dc-3922-409d-b1fe-9a2f785f4a38/1/GelosEnterprises.zip/intranet.html

Kind Regards,

Tobias Ukestock

Leader People and Culture Crew

m: 0419 000 000

A: 111 Business Avenue, TULITZA NSW 9460

Save a tree. Please do not print this email unless you really need to.

Complete the following activities.response should be approximately

Identify the purpose ofthe proposed consultation with internal networks such as human resources, senior management and employees. Explain how these networks have been used to support the desired outcomes?

Justify three reasons why consultation is required to identify difficulties in workplace according to organisation policies.

Evaluate the key points of the information provided by your external network atFair Work Australiaabout obtaining information relevant to consultation with the team regardingworkplace change to address difficulties.

Explain how the call centre team can initiate receiving regular updates on employment issues from the Fair Work Ombudsman and the Gelos Human Resources departments?

Recommend three consultation techniques/methods and evaluate why they would work in the context of this consultation.

Evaluate the process you will follow to provide feedback to employees regarding the outcomes of the consultation process and the value of contributions.

Explain the process you will implement to ensure that any issues/conflicts raised during consultation will be resolved or referred to the most relevant personnel and analyse its effectiveness.

Recommend at least three workplace supporting documents that you would use when communicating the new flexible work arrangements to employees.

Develop a draft communication strategy based on one of your responses above. In your response you will need to show how the document is relevant to informing your strategy.