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Feb 11 2021 Exchange

  • 12 Feb 2021 15:32
    Message # 10087212
    Lisa Hamilton (Administrator)

    Attendance and Discussion Topics from Customer Service Exchange – Thursday 11 Feb 2021 from 2.00-3.00 pm

    Staff – Discussed how many positions per council (FT, PT, Casual) and the associated duties – customer contact, call centre, rates, records, delegations, PID’s etc.  Recruitment and training issues (manuals and training videos) + staff engagement.  Staff burnout and resilience.  CS staff moving into other council roles continuously.  LSC – 5 natural disasters in 5 years.

    Change Management – Restructures, Change Champions, Mayors and Elected Members – changes since March 2020 Elections + new CEO’s.

    Tools and Technology – Find my Shift; TechnologyOne; Pure Cloud; Livepro; Teams/Zoom; Market Facts.

    Social Media – how it affects KPI’s and customer satisfaction.

    Projects – SBRC – Customer Request Processes; WDRC – New beginnings (review of every administrative task); goal = paperless; Noosa – pool of casual staff so permanent staff can do relief roles – admin – around the organisation; LVRC moved from A02 to A03 to keep engagement + training videos.

    LGMA Training – CSBA Empathy and Resilience Training – aim to assist officers to interact with customers using a controlled, empathetic response – 28 April/5 May/12 May – 3 sessions via Zoom – see website for details.

    Remember to place Agenda items on the Discussion Board!

    The next Customer Service Exchange is scheduled for Thursday 13 May from 2.00-3.00pm.   For further details or information, please contact Lisa Hamilton – 3174 5005.


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