The intent of this blog is to provide a free and safe platform for all frontline staff at the Family Responsibility Office (FRO), so they can share some of their stories, and let the public know about their stress and frustration, and how they really care about the people they serve.
With due respect to all agents, Frontline are the hardest working of all FRO staff, yet they are the least appreciated, especially by the Office managers and sometimes the public. The sad truth is neither managers nor the public really understands what it means spending hours on the phone, listening to the most miserable stories in the country, very often told by desperate, angry or sometimes abusive clients.
The authors of this blog are current and ex FROntline agents who believe in a different FRO that can make a difference.
So don't be too shy. Share your thoughts with your colleagues and the public. Tell everyone how you contribute to make many children smile everyday.
Cheers!
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FRO blog. Way to go! That's a sweet tool for us at the frontline to get it out of our chests without fear of reprisals, which is pretty common in the office.
ReplyDeleteThanks guys!
"Managers don't understand what it means being on the phone for hours..." I don't think so. I think they understand, but they just don't care.
ReplyDeleteGoldring, you're right, reprisal is pretty common, but shouldn't stop us from saying what we think as long as it benefits everyone, including our clients.
Why is it when you are paid quite well to do you job, you have the ability to suspend someone's drivers license, take them to court and even put them in jail, some managers are more concerned that how are you going to make up your time when you are three minutes late.
ReplyDeleteWe are all adults and should be treated the same. Don't get me wrong not all managers are like that, some are a true human beings, able to lead by example, showing compassion, direction and understand the working pressures of the office. Hats off to these managers as you were able to gain the respect from front line staff and not like others who think you can get respect by demanding it or trying to bully staff.
Some of you might think well if they don't like the job leave... It is not that easy as most staff in the office believe in what they are trying to accomplish to the recipients out there, that is why they probably stay at FRO so long.
Hi all,
ReplyDeleteA few points FYI and as per your inquiries:
1. I’ve received quite a few comments to be posted. Please post your own comments by clicking on comments and follow the procedure. Choose the way you want to be identified (name, anonymous, etc). However, I can post a topic for discussion if you send me one.
2. Is the blog secure? Yes it is 100% secure and it is hosted by Google. Technically, nobody will ever be able to identify the source of the comments. Not even the moderator (myself). Your comments are posted instantly.
2. I understand that many fellow frontline agents have not been contacted yet. That’s because except for the first email, all other communications sent to you were deliberately blocked by FRO. I’ve created a new email and resent a "welcome" email again.
3. I heard in the office that some managers are already taking a negative stance on our blog. Well, too bad! If they were fair enough to foster an atmosphere of dialogue without reprisals, this would have never happened.
FRO management must be open to staff initiatives and listen to their concerns.
All right guys, send your comments or topics for discussion, but most of all share with us how you’ve contributed to make some families happy. I know many of us receive compliments from clients, which is very encouraging and we deserve some recognition.
Cheers!
Come on staff, I am really surprised that no one has added to the blog.
ReplyDeleteAlthough there are many bad stories out there. I know that we all try very hard to get monies to those in need. So yes, there are many great stories also.
The key to a great organization is not the leader but the staff and how they are communicated too. On many occasions we have not been told the truth on backlog within FRO. It seems FRONTLINE managers are afraid to be accountable for their actions and decisions and in turn take it out on the staff.
I have been told when you are on certain floors they have a different air about them.... No not the air we breathe but, the atmosphere how staff perform their daily duties.
It is time for FRONTLINE managers to step up start speaking for staff. If you have a great worker is he or she going to give you less ? I do not think so as, it is not in their nature. Unfortunately these staff as used only to clean up a agents mess.
Instead of being proactive many managers are reactive and let the user logs clime out of control. Is this fair to staff, recipients, payors ? I think not.
It is time for us to put ourselves in our clients shoes.... they are depending on us to get child support. How would you like to be put off if you are expecting help ?
I want to share this story with you....
It is like playing the lottery, when you call in depending on your case owner and how caught up they are or not. You either win the big one or lose and must keep trying.
Many of you managers were former frontline agents.... have you forgot what you were like back then. Perhaps a lesson in humility is due for those.
Dear Moderator,
ReplyDeleteThere was a comment posted that I cannot find anymore. It was someone claiming to have stumbled across this blog. Who went on to blast FRO employees and a complaint someone had about mngmt.
Where is that post? Have you removed it? If so why?
I'd like to see it again, my guess is that a FRO manager wrote it. I hope you still have it, theres probably some clues in it.
Well, Milk It. I had to remove it because the language within was too improper. FROntline was created to be a tool for communication, not an opportunity to call people names. Yes, we did suspect it was posted by an angry FRO manager who did not appreciate the idea of staff being able to finally talk freely without been reprimanded. Unfortunately, I had to change the Blog settings, so comments will be moderated first. Thanks.
ReplyDeleteFrontline are the best? You cannot be referring to those who dropped all these childish and pointless comments on this useless blog
ReplyDeleteFrontline are and will always be the best. They had to endure all kinds of opression under FRO management, but now they can finally speak their minds thanks to this blog. So let them speak. Most of the stuff they say is true.
ReplyDeleteTrue or not, it cannot be proved
ReplyDeleteI am an ex-employee of FRO, but never worked in client services. I do and did have many friends in client services, and am intimately familiar with many of the topics being raised here.
ReplyDeleteFor many years I witnessed much of what is being described in the comments. I agree that nepotism is rife at FRO and that managers are not properly trained in human resources issues.
The managers need to focus on client service management and FRO should have a properly staffed and trained human resources department. There is far too much micro managing going on.
Staff would respond far more favourably to managers who are knowledgeable, personable and resourceful. FRO's ever-changing management has heard from the masses, over and over, and has done nothing to implement proper change. I, for one, rather than complain, chose to pursue a career outside government.
The entire structure of FRO is set to fail. I have no confidence that anything will ever change as long as people neglect their public service purpose and pursue their own selfish agendas.
Unfortunately, I have seen the pattern in my years with different government institutions.
I think it is important that you all air your grievances, but you should try to do so in a constructive manner. I am not sure that any political action undertaken by staff will result in any significant review of management though. But, then again, I am a coward and left you behind to suffer...
Cheers!