Call Centre Committee

Report of the Call Centre Committee

March 2015

Jamie VanSydenborgh

The Call Centre Committee met January 22nd and 23rd in Ottawa to go over the findings of the November PSAC Call Centre Questionnaire and worked on a Terms of Reference for the committee and Roles and Responsibilities of Call Centre Contacts.

While the PSAC survey results were disappointing in the number of participants (269 of 2934 or just under 10%) it was consistent with the overall PSAC participation rate.  It was hoped that the committee would present the survey findings at the March 2015 Presidents’ Conference. However, due to timing, it will be requested to be presented at the September Presidents’ Conference. 

Recommendation #1

That the following Terms of Reference for Call Centre Committee be adopted:

Call Centre Committee
Terms of Reference


The committee shall consist of:

  • Two National Officers of which one shall be appointed chairperson;
  • One member who works at a Call Centre elected by the Local Presidents representing Call Centre members; and
  • One Labour Relations Officer assigned as the staff advisor to the committee.

Aim and Objectives

The Committee shall:

  • Promote, encourage, and continually strive to improve working conditions in Call Centres;
  • Consult with the employer on Call Centre issues;
  • Maintain and facilitate communication with Call Centre contacts and locals with call centres; 
  • Educate all locals and activists on Call Centre concerns;
  • Maintain and update the Call Centre contact list;
  • Encourage and assist in the development of bargaining demands specific to Call Centre  issues that may be submitted by locals; and
  • Deal with all matters as assigned by the President, Executive Council, or Convention.


The committees shall meet at the call of the chairperson and the approval of the President.

Recommendation #2

That the following Roles and Responsibilities for Local Call Centre Contacts be adopted:

Roles and Responsibilities

Local Call Centre Contacts

  • Promote, encourage and continually strive to improve working conditions in Call Centres;
  • Be the person in your local to receive concerns from your members and bring those concerns to the Local Executive to deal with;
  • Bring local Call Centre issues and concerns to the attention of their Local Executive to deal with;
  • Be the local liaison between your Call Centre and other Call Centres, Regions or the Call Centre Committee; and
  • Be prepared to gather information about your Call Centre activities and to share that information as requested.

Respectfully submitted,

Jamie VanSydenborgh
Chair of the Committee