CCO/CSR Role Delineation
16 June 2022
The É«ÀÇÉçÇøhas been in a lengthy dispute with Service NSW over the changed CCO role descriptions that were introduced in September 2018.
Since then there has been a significant amount of work undertaken by Service NSW to attempt to address the issue of CCOs doing unpaid higher duties of the CSR role, this has included consultation around updated role descriptions and scorecards.
We are now at the final piece of work that was identified which is the Work type definitions to clearly delineate between the two roles.
The É«ÀÇÉçÇøhas met with senior Service NSW Contact Centre Management on the 18th May 2022 who have provided the É«ÀÇÉçÇøfor consultation purposes the attached ‘Work type definitions’ and Work type by Role.
In brief, the work across the two roles has been mapped and split into two groups – simple and complex.
The É«ÀÇÉçÇøwould now like to seek member feedback as to the Work Type Definitions and Work Type by Role  and invite you to complete the survey