It all started during a family get together on Canada Day 08. We were 5 OPSers, including 2 ex. We spoke pretty much about everything from politics, hockey to how to win the lottery and of course we did a lot of talk about work! The FRO guys were pretty pissed at why managers and senior staff behaved as if they owned the Organization while regular agents did all the work. We thought frontline staff needed to communicate their problems better and to voice their concerns without being reprimanded by management, which was (still is) common at FRO.
We discussed a number of ways. We first thought that an online magazine, a web site or a YouTube account would do but after a few attempts, we realized that some professional help was needed. None of us was really familiar with the required technology and at the same time we were unwilling to share the project with externals for privacy reasons. Later, we thought a blog would be the best bet for 4 major reasons:
1. it’s anonymous. 2. it’s manageable. 3. it doesn’t require any tech knowledge and 4. it’s free.
So, we met again a few times and decided to contact some staff from each floor in the Office to see what they thought of the idea and if they would eventually join the moderators’ team. We thought a team of 6-8 people with different backgrounds would handle the job better. In the end, we didn’t really receive any response but at that stage, we didn’t expect much anyways. However, when the first posting was published, we received a dozen of comments praising the moderators for such a unique project in the history of FRO! That was very encouraging.
We had agreed to activate the blog for a 6 month trial period from September 08 to February 09. After which, the status would be subject to a review and we would go from there. (The second term started March 08.)
During the past 11 months, we received many threats and insults because according to these angry people, we allowed names of managers to be published or because the blog somehow caused problems to innocent staff, but we also received lots of support and we believe that the blog has changed the culture of FRO to the best. It was indeed this blog that revealed for the first time the ongoing violations of the OPS policies by managers and Directors.
One of the major issues that have been taboo at FRO was the hiring process. Managers hire their family members and friends without anybody saying anything to them. The hiring malpractices were finally confirmed by the former DM and her assistant but it was appalling how they refused to discipline those involved!
This remains a black spot in the history of this government!
We’re not sure about the anonymous letters sent to the DM and whether that was true or not, but this blog sure played a major role in making those arrogant senior staff in the government acknowledge their mistakes.
According to the memo received from the ADM, these letters were sent to the DM in 2008 but were reviewed only a few weeks before the DM retired in June 09!!!
The DM plan was to pass the ball.
Anyways, now that the second term is coming to an end, we’d like to hear from you. An extension of this blog will depend entirely on your reaction. Here are some questions to help you comment:
Did the blog serve your professional interests in anyway?
Do you think the blog has addressed or solved FRO real issues or some of them?
Do you think the blog has contributed in a better environment at FRO?
Do you want the blog to continue the same way or do you prefer a different tool?
Do you want the blog to continue at all?
You may send comments by posting them in the usual fashion. Your comments won’t be published.
Thank you all for your comments, support and contribution. It has been a real honor serving you.
On behalf of all moderators in beautiful Ontario and elsewhere,
E.M.
Quincy, Mass.
Aug 09.
Friday, August 14, 2009
Wednesday, July 8, 2009
MINUTES
The news about the suspended/dismissed staff members has been a real shock to many at FRO, notwithstanding the selfish talks from management and its allies within the staff that these members violated the OPS policies and deserve to be disciplined.
We have attempted to reach some of the affected members to see what the real allegations were and to also check on how they are doing, but we were unsuccessful.
By way of this posting, we wish them all good luck.
We have discussed the issue with other colleagues, including some Union reps. Many still don’t understand how these members have been singled out.
Here are the minutes of our discussions at FRO:
So far, the unconfirmed number of affected members is 8 (6 from the 4th floor, 1 from the 6th and 1 from the 7th.)
The unconfirmed allegations range from missing money from clients accounts to running business from the workplace (Conflict of Interest).
We don’t know how all this is investigated and who decides at FRO when it comes to discipline, but according to many we spoke with, it is Nancy Liston. When she calls for meetings to announce dismissal or suspension of staff, she does not act as FRO mouthpiece, she is actually the one who decides.
Everyone wants fairness in dealing with policy breaches. It is unacceptable that others have always violated the government policy and get away with it. We discussed some sickening examples:
ROBERT ROTONDO is a well known full time REMAX Real Estate agent. For years, he has used the government property and equipment to make money, and maybe a lot of money, on top of his “well deserved” government paycheques.
Why isn’t he investigated and disciplined?
ROBERT ROTONDO hired his friend Sonia and other female buddies. Later the same year, when he was appointed by his friend Nancy Liston to lead the ESO competition, he promoted the same Sonia form Rep to Officer. This is abuse of government trust and budget.
Why isn’t he investigated and disciplined?
ROBERT ROTONDO intervened to promote his other friend GRETA from legal secretary to ESR position a few months ago. Staff at the legal dept was sickened by this. We had confirmation of this from 3 members.
A few weeks before she retired, the DM finally decided to confirm wrongdoings in the competition process at FRO.
Why isn’t he investigated and disciplined?
OTHER SERVICE MANAGERS, including JOSEPHINE, SYLVIA and others conduct personal business from their offices. They spend most of their times using the Office equipment to surf and chat with friends and families while kids and families are starving.
Why aren’t they investigated and disciplined?
MANAGERS’ FRIENDS are allowed time off the phone, vacations, sick days and extended breaks, all off record (YES, ALL OFF RECORD).
Why aren’t these practices investigated?
SOME STAFF MEMBERS are officially registered with other companies as reps, agents or professionals. Others run their own companies from wok. Their managers are well aware of this and have benefit from these services.
Why aren’t they investigated and disciplined?
FRO MANAGEMENT is the root of all the above shit because it allows it to happen. As such, FRO MANAGEMENT should be the first to be dismissed.
We have attempted to reach some of the affected members to see what the real allegations were and to also check on how they are doing, but we were unsuccessful.
By way of this posting, we wish them all good luck.
We have discussed the issue with other colleagues, including some Union reps. Many still don’t understand how these members have been singled out.
Here are the minutes of our discussions at FRO:
So far, the unconfirmed number of affected members is 8 (6 from the 4th floor, 1 from the 6th and 1 from the 7th.)
The unconfirmed allegations range from missing money from clients accounts to running business from the workplace (Conflict of Interest).
We don’t know how all this is investigated and who decides at FRO when it comes to discipline, but according to many we spoke with, it is Nancy Liston. When she calls for meetings to announce dismissal or suspension of staff, she does not act as FRO mouthpiece, she is actually the one who decides.
Everyone wants fairness in dealing with policy breaches. It is unacceptable that others have always violated the government policy and get away with it. We discussed some sickening examples:
ROBERT ROTONDO is a well known full time REMAX Real Estate agent. For years, he has used the government property and equipment to make money, and maybe a lot of money, on top of his “well deserved” government paycheques.
Why isn’t he investigated and disciplined?
ROBERT ROTONDO hired his friend Sonia and other female buddies. Later the same year, when he was appointed by his friend Nancy Liston to lead the ESO competition, he promoted the same Sonia form Rep to Officer. This is abuse of government trust and budget.
Why isn’t he investigated and disciplined?
ROBERT ROTONDO intervened to promote his other friend GRETA from legal secretary to ESR position a few months ago. Staff at the legal dept was sickened by this. We had confirmation of this from 3 members.
A few weeks before she retired, the DM finally decided to confirm wrongdoings in the competition process at FRO.
Why isn’t he investigated and disciplined?
OTHER SERVICE MANAGERS, including JOSEPHINE, SYLVIA and others conduct personal business from their offices. They spend most of their times using the Office equipment to surf and chat with friends and families while kids and families are starving.
Why aren’t they investigated and disciplined?
MANAGERS’ FRIENDS are allowed time off the phone, vacations, sick days and extended breaks, all off record (YES, ALL OFF RECORD).
Why aren’t these practices investigated?
SOME STAFF MEMBERS are officially registered with other companies as reps, agents or professionals. Others run their own companies from wok. Their managers are well aware of this and have benefit from these services.
Why aren’t they investigated and disciplined?
FRO MANAGEMENT is the root of all the above shit because it allows it to happen. As such, FRO MANAGEMENT should be the first to be dismissed.
Thursday, June 18, 2009
FAIRPLAY PLEASE
FRO has been such a filthy office that needs a tough cleansing process. The ADM has finally started working in that direction. We must appreciate what she’s doing and encourage her to do more. We understand that she has inherited problems and a bunch of criminals from her predecessors.
We have so far seen 2 major steps: Suspension of some staff members due to undisclosed reasons and the acknowledgment of hiring malpractices which have caused stress to many ambitious and hard working staff and caused many others to abstain from participating in any competition.
FROnt blog team has noted some partiality and unfairness in this cleansing process and would like to put it as simply as possible in the form of a question:
“Why should some be suspended right away while others are given a chance to improve and correct their mistakes by sending them to refresher training?”
We are faced here with 2 different actions: A disciplinary action versus a corrective action. Who deserve what? Why these and not those? Are those suspended worse than those responsible for hiring malpractices? We don’t know the real reasons behind the suspension but hiring friends and relatives and playing with government budget is certainly a major breach.
Let’s hope that the ADM studies carefully case by case and act fairly. We sure want a clean FRO but we also want a just process.
We have so far seen 2 major steps: Suspension of some staff members due to undisclosed reasons and the acknowledgment of hiring malpractices which have caused stress to many ambitious and hard working staff and caused many others to abstain from participating in any competition.
FROnt blog team has noted some partiality and unfairness in this cleansing process and would like to put it as simply as possible in the form of a question:
“Why should some be suspended right away while others are given a chance to improve and correct their mistakes by sending them to refresher training?”
We are faced here with 2 different actions: A disciplinary action versus a corrective action. Who deserve what? Why these and not those? Are those suspended worse than those responsible for hiring malpractices? We don’t know the real reasons behind the suspension but hiring friends and relatives and playing with government budget is certainly a major breach.
Let’s hope that the ADM studies carefully case by case and act fairly. We sure want a clean FRO but we also want a just process.
Sunday, May 24, 2009
PUBLIC INQUIRY
Staff at FRO have received a couple of separate notices from the ADM and her assistant, regarding staff feedback. The ADM offered to address staff comments and complaints, while the DM is working on a way to do the same.
This, as a matter of principle is good news. However, let’s bring back some history and read between the lines:
At FRO, complaining about something has always been a joke. You complain to the Director or the ADM about a service or manager’s abuse and your letter will end at the manager’s desk! The next day, you see that the manager avoid saying “Hi” to you. And because managers have their own friends within their teams, with whom they consult about confidential issues, you end up being looked down even by their friends.
In other words, when you comment or complain, the Director who is supposed to discretely investigate the issue, prefers taking the shortest cut possible: She tells the manager and accepts his/her version only. The hell be with the plaintiff staff! He/she is only a call center agent anyways, while managers are the policy makers, the problem solvers and the program saviors.
There are documented examples of this in the different departments of FRO and this blog has received quite a few.
Now, here’s the question: Will the current ADM come up with a different policy to address staff comments or is it going to be the same old autocratic method that has created clans within FRO and still impedes work to be done properly? How will she address the fear of repression within staff, which results from complaints.
As to the DM, history also shows that she receives complaints and relies on the Director to investigate for her. The Director, again, meets with the specific manager and advises him/her that so and so has submitted a complaint. They decide what to report to the DM. The DM office may send a response, which you already know. You also know that you will be targeted by that manager and you feel the percussions of daring to complain the very next day!
Why doesn’t the DM send external investigators? Does she lack resources or creativity? Is this the way an Executive of the Government of Ontario, in charge of the Ethics, is supposed to deal with staff?
In an attempt to undermine staff fear of repression, which is widely known, the DM also asked staff to use the Intranet to contact her without having to include their names!!!!! How can you send a message from your government computer to the DM office and via the Intranet, without her knowing who you are?
You must be joking, Ms Lucille!
You must find a better way to guarantee the confidentiality of staff comments and complaints, which end up in cafes and restaurants. Find a better way to investigate staff issues and get these managers-idiots to stop their ruling attitude.
The DM and her assistant are of course trying to turn staff away from using the Blog, and we, the blog team, don’t have a problem with that at all, as long the alternative is credible and serves the best interest of the staff.
This blog has been a safe way to comment and complain and has played so far a unique role at FRO.
Yes, some managers still behave the same old unethical way i.e dating FRO staff, spending hours chatting or eating out on the government time, etc. Their stupid purpose is to show a challenging attitude to those who commented on them in the blog. We know they will continue to do so as long as the Director protects them. The sad thing is that their attitude does not only challenge the unhappy call center agent, it is a challenge to a whole system that was created so many years ago to serve and protect the best interest of Ontarians.
There should be a public inquiry against these managers and their Director.
Maybe a different government will address this better.
This, as a matter of principle is good news. However, let’s bring back some history and read between the lines:
At FRO, complaining about something has always been a joke. You complain to the Director or the ADM about a service or manager’s abuse and your letter will end at the manager’s desk! The next day, you see that the manager avoid saying “Hi” to you. And because managers have their own friends within their teams, with whom they consult about confidential issues, you end up being looked down even by their friends.
In other words, when you comment or complain, the Director who is supposed to discretely investigate the issue, prefers taking the shortest cut possible: She tells the manager and accepts his/her version only. The hell be with the plaintiff staff! He/she is only a call center agent anyways, while managers are the policy makers, the problem solvers and the program saviors.
There are documented examples of this in the different departments of FRO and this blog has received quite a few.
Now, here’s the question: Will the current ADM come up with a different policy to address staff comments or is it going to be the same old autocratic method that has created clans within FRO and still impedes work to be done properly? How will she address the fear of repression within staff, which results from complaints.
As to the DM, history also shows that she receives complaints and relies on the Director to investigate for her. The Director, again, meets with the specific manager and advises him/her that so and so has submitted a complaint. They decide what to report to the DM. The DM office may send a response, which you already know. You also know that you will be targeted by that manager and you feel the percussions of daring to complain the very next day!
Why doesn’t the DM send external investigators? Does she lack resources or creativity? Is this the way an Executive of the Government of Ontario, in charge of the Ethics, is supposed to deal with staff?
In an attempt to undermine staff fear of repression, which is widely known, the DM also asked staff to use the Intranet to contact her without having to include their names!!!!! How can you send a message from your government computer to the DM office and via the Intranet, without her knowing who you are?
You must be joking, Ms Lucille!
You must find a better way to guarantee the confidentiality of staff comments and complaints, which end up in cafes and restaurants. Find a better way to investigate staff issues and get these managers-idiots to stop their ruling attitude.
The DM and her assistant are of course trying to turn staff away from using the Blog, and we, the blog team, don’t have a problem with that at all, as long the alternative is credible and serves the best interest of the staff.
This blog has been a safe way to comment and complain and has played so far a unique role at FRO.
Yes, some managers still behave the same old unethical way i.e dating FRO staff, spending hours chatting or eating out on the government time, etc. Their stupid purpose is to show a challenging attitude to those who commented on them in the blog. We know they will continue to do so as long as the Director protects them. The sad thing is that their attitude does not only challenge the unhappy call center agent, it is a challenge to a whole system that was created so many years ago to serve and protect the best interest of Ontarians.
There should be a public inquiry against these managers and their Director.
Maybe a different government will address this better.
Tuesday, April 21, 2009
NEW CSRs WELCOME
NEW CSRs WELCOME
This is to welcome aboard the new bunch of CSRs. FROblog team hopes that the selection process was fair and not too painful.
FROblog is FRO’s independent and liberal tool to share thoughts and experiences. Postings are aimed to correct the rustic FRO culture and to promote a new civilized way of dealing with staff.
So whether you experience something you like or would like to share an impression, please do so.
Postings that might identify in anyway our clients are rejected immediately.
Look forward to hear from you!
This is to welcome aboard the new bunch of CSRs. FROblog team hopes that the selection process was fair and not too painful.
FROblog is FRO’s independent and liberal tool to share thoughts and experiences. Postings are aimed to correct the rustic FRO culture and to promote a new civilized way of dealing with staff.
So whether you experience something you like or would like to share an impression, please do so.
Postings that might identify in anyway our clients are rejected immediately.
Look forward to hear from you!
Sunday, March 15, 2009
Your Qs and Our As
Here is a synthesis of some of your emailed questions addressed to the blog moderators :
1. Can Intake dept contribute to the blog?
Absolutely. Remember that the Intake dept is still an unknown area to many at FRO. Keep us posted.
All other depts are welcome as well. At the end of the day, we all represent the same programme.
2. What's up with the petition?
The petition was in fact sent to Shelley Jamieson, the head of the OPS, in the form of a letter. The complaint was against Nancy Liston because she hasn’t done anything to address the ongoing complaints of the frontline agents against management and she also lets many get away with illegal acts and behaviors. She is paid to do her job but if she can't, then someone else must step in. The Status Quo is not an option.
We will eventually post a copy of the entire letter.
3. I have some 15 pages and attachments to post. It's about a nasty case at FRO.
No problem! Make sure no clients’ names or case #s are visible. We won’t edit your posting. It’s either approved as is, or rejected. It will only be rejected if it contains F language or breaches the privacy of FRO clients.
We might have to scan (some of ) your documents which could take a bit of time.
4. Why do you pick on specific managers?
We don't pick on anyone. Posts are received about specific managers. There are specific managers at FRO who come to work to satisfy their perversions or flex their muscles. They care less about clients or teams. Others are proven excellent managers. Most people at FRO can make the difference between the 2 categories.
Anyways, we post what we receive and the restrictions are very limited i.e. Clients' privacy and adequate language.
If you have a problem with this manager on the 4th floor because he dates one of his team members, then just send us your story.
We hope that managers, who are specifically mentioned in this blog, must have the courage to talk to their teams about it and apologize for breaking the law.
5. Why does it take time for you to post our emails?
One of the Moderators is away. The other has a busy schedule. She moderates 2 other forums in the States. We receive a considerable amount of trashy messages as well - again from managers and their cheerleaders - So it does require a bit of time for posting. But we're not as bad as the ridiculous timeframes at FRO!
6. Can you publish pictures?
Yes!
7. Are you going to let this blog go?
A repetitive answer to a repetitive question: Nope!
We still believe that FROntline blog is the best and most secure way for free speech at FRO.
You want a proof? Try submitting a complaint to FRO senior management or try bringing an issue to one of its ludicrous committees! You will either be ignored or flagged.
Thank you for all your questions.
FROntline moderators.
Here is a synthesis of some of your emailed questions addressed to the blog moderators :
1. Can Intake dept contribute to the blog?
Absolutely. Remember that the Intake dept is still an unknown area to many at FRO. Keep us posted.
All other depts are welcome as well. At the end of the day, we all represent the same programme.
2. What's up with the petition?
The petition was in fact sent to Shelley Jamieson, the head of the OPS, in the form of a letter. The complaint was against Nancy Liston because she hasn’t done anything to address the ongoing complaints of the frontline agents against management and she also lets many get away with illegal acts and behaviors. She is paid to do her job but if she can't, then someone else must step in. The Status Quo is not an option.
We will eventually post a copy of the entire letter.
3. I have some 15 pages and attachments to post. It's about a nasty case at FRO.
No problem! Make sure no clients’ names or case #s are visible. We won’t edit your posting. It’s either approved as is, or rejected. It will only be rejected if it contains F language or breaches the privacy of FRO clients.
We might have to scan (some of ) your documents which could take a bit of time.
4. Why do you pick on specific managers?
We don't pick on anyone. Posts are received about specific managers. There are specific managers at FRO who come to work to satisfy their perversions or flex their muscles. They care less about clients or teams. Others are proven excellent managers. Most people at FRO can make the difference between the 2 categories.
Anyways, we post what we receive and the restrictions are very limited i.e. Clients' privacy and adequate language.
If you have a problem with this manager on the 4th floor because he dates one of his team members, then just send us your story.
We hope that managers, who are specifically mentioned in this blog, must have the courage to talk to their teams about it and apologize for breaking the law.
5. Why does it take time for you to post our emails?
One of the Moderators is away. The other has a busy schedule. She moderates 2 other forums in the States. We receive a considerable amount of trashy messages as well - again from managers and their cheerleaders - So it does require a bit of time for posting. But we're not as bad as the ridiculous timeframes at FRO!
6. Can you publish pictures?
Yes!
7. Are you going to let this blog go?
A repetitive answer to a repetitive question: Nope!
We still believe that FROntline blog is the best and most secure way for free speech at FRO.
You want a proof? Try submitting a complaint to FRO senior management or try bringing an issue to one of its ludicrous committees! You will either be ignored or flagged.
Thank you for all your questions.
FROntline moderators.
Saturday, March 14, 2009
ESRs are Underclassified.
Last year, many ESRs signed up for a request to have FRO management review their classification. We have not heard from managers since then. I understand that managers may not be able to change things but at least they should get back to their teams and advise of the outcome.
For the job we do and the abuse we get, I think we, ERSs, are underclassified and deserve some recognition.
ESR.
Last year, many ESRs signed up for a request to have FRO management review their classification. We have not heard from managers since then. I understand that managers may not be able to change things but at least they should get back to their teams and advise of the outcome.
For the job we do and the abuse we get, I think we, ERSs, are underclassified and deserve some recognition.
ESR.
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