SUPPORTING THE PROFESSIONALS  SHAPING QUEENSLAND COMMUNITIES  


Welcome to 
LOCAL GOVERNMENT MANAGERS AUSTRALIA
QUEENSLAND

Log in

May 13 Exchange Notes

  • 13 May 2021 16:17
    Message # 10475970
    Deleted user

    Bundaberg

    • changes in structure with some new senior roles created splitting out functions
    • changes to Call Centre operations software to Amazon 
    • Call back systems in place

    Noosa

    • New staff recruited with more to come at end of Rates (Oct)
    • Web chats, snap/send/solve, and online requests are all up
    • Working from a hybrid model - work from home & in office
    • Utilising opportunities for staff to work in other departments where required, up to max 4 week blocks.  Permanent staff offered first providing an opportunity to cross skill and develop in other areas, while sharing their skill set

    Hinchinbrook

    • Trialling TEAMS Call Centre

    Central Highlands Regional Council

    • Tech One system rolled out over the past 2 1/2 yrs.  Now 12 months post implementation.
    • Had been quiet due to delay in release of rates due to new system challenges
    • Change fatigue but now coming out the other side

    General

    What systems does everyone use?

    How do you reward and recognise?  

    • CHRC - Reward and Recognition framework - budget.  VIP Award (Values in Practice) - presented with a certificate, morning tea etc.  At a Department level - postcards eg THANK YOU cards.  GM takes the time to call, visit and recognise
    • NOOSA - Recognition around feedback on knowledge based articles.  No budget - voucher system!

    How do you motivate staff not to make errors?

    • spot checks
    • senior staff demonstration of the correct process
    • make them accountable - document what happened.  Supervisor/TL to document what mechanisms are in place for it not to happen again
    • Accuracy KPIs
    • What are the consequences?



    1 file
    Last modified: 13 May 2021 16:19 | Deleted user


CONTACT US

[07] 3174 5006

admin@lgmaqld.org.au

ADDRESS

Level 7, Quay Central

95 North Quay, Brisbane Qld 4000


Privacy Policy

Powered by Wild Apricot Membership Software