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.
Wednesday, February 25, 2009
2009 OPS Employment Survey
Most staff members at FRO were scared to complete 2007 survey the way they really felt it should have been because of they were haunted by the vindictive attitude of FRO managers. While we believe that the surveys are secure and confidential, it is also true that managers would be nasty to anyone if they knew about his/her comments against FRO office abuse.
The many emails sent from management to staff encouraging them to complete the 2009 survey is an acknowledgement that people are really scared.
FRO must establish a sense of confidence and security within staff before asking them to voice their opinions.
It is sad to work in a hostile environment, but the onus is also on the staff to counter this attitude. So please complete the survey and when you get to the last page of it, leave an explicit comment to whom it may concern.
Remember that Frontline blog is always the best option for you to express yourself, but please keep it clean. We have rejected 39 comments since Jan 14 !
Most staff members at FRO were scared to complete 2007 survey the way they really felt it should have been because of they were haunted by the vindictive attitude of FRO managers. While we believe that the surveys are secure and confidential, it is also true that managers would be nasty to anyone if they knew about his/her comments against FRO office abuse.
The many emails sent from management to staff encouraging them to complete the 2009 survey is an acknowledgement that people are really scared.
FRO must establish a sense of confidence and security within staff before asking them to voice their opinions.
It is sad to work in a hostile environment, but the onus is also on the staff to counter this attitude. So please complete the survey and when you get to the last page of it, leave an explicit comment to whom it may concern.
Remember that Frontline blog is always the best option for you to express yourself, but please keep it clean. We have rejected 39 comments since Jan 14 !
Saturday, February 14, 2009
FROntline blog on the frontline.
Why is this blog moderated now?
Quite a few members have submitted this question and here’s the response from the FRO blog team:
This blog was intended to be open to all comments regardless of their origins or content and we had it open for almost 4 months until messages became extremely dirty from current and a former FRO manager. These messages include filthy terms like pu**y, di** heads, a**holes and other well inspired “F” words. It is amazing how the language used reflects the users’ minds.
We have also received some equally dirty messages from some FRO managers’ cheerleaders, threatening to “kick the hell of the Moderators’ a**s.
By using foul messages, managers and their little bunch of cheerleaders attempt to make this blog shift to a different direction and steer away from its main purpose, because this blog does indeed reveal the true nature of FROntline staff problems, which so far, nobody has been able to bring up for discussion.
FRO management is so concerned by this blog to the ridiculous extent of spreading words among staff that the police have launched an investigation to find the users of this blog so they can prosecute them. This is an attempt to scare people away from using the only tool they have to express themselves without risk of confrontation.
A year ago, while we were preparing to create this blog, FRO blog team consulted with some legal and admin experts, some of which are senior staff in the OPS. We were advised of our rights and obligations to run this blog. A recent consultation showed that there was nothing illegal about FROntline blog. In fact, we understand that attacking moderators or users contravenes the applicable law.
Managers and their cheerleaders were particularly angry at some users who named names in their comments because the people named had families. Well, they must understand that those staff members who have been denied promotions have families too. Those who’ve been intimidated and humiliated because they spoke their minds have families, too. Those who are singled out because they refuse to play the usual immoral game have families, too.
If managers were really concerned about their families, then they should have at least kept their perversion away from the workplace. All managers who fool around with FRO female staff at work or outside are all married and have kids. At the end of the year, they probably receive some appreciation certificates for their contribution to solve family issues in Ontario!
So, instead of investigating this blog, which is nothing but a communication tool, let FRO investigate staff’s concerns outlined within and put an end to the ongoing immorality within FRO.
We have received an email from an anonymous staff who said that around March 08, a letter was sent to the Deputy Minister regarding misconducts at FRO. She was urged as the Ethics Executive in the Ministry to intervene, but apparently she didn’t even care.
This staff said that the ADM email encouraging staff to solve their issues with managers or other internal committees showed how she was unaware of the inefficiency of these committees or tha she was simply too appalled by the news that FROntline blog brought to her regarding her senior staff. Maybe she found herself in the midst of a real brothel and didn’t know how to handle it.
We have decided to continue blocking all messages that contain dirty language and we will let all other postings go through regardless of opinions expressed within.
Why is this blog moderated now?
Quite a few members have submitted this question and here’s the response from the FRO blog team:
This blog was intended to be open to all comments regardless of their origins or content and we had it open for almost 4 months until messages became extremely dirty from current and a former FRO manager. These messages include filthy terms like pu**y, di** heads, a**holes and other well inspired “F” words. It is amazing how the language used reflects the users’ minds.
We have also received some equally dirty messages from some FRO managers’ cheerleaders, threatening to “kick the hell of the Moderators’ a**s.
By using foul messages, managers and their little bunch of cheerleaders attempt to make this blog shift to a different direction and steer away from its main purpose, because this blog does indeed reveal the true nature of FROntline staff problems, which so far, nobody has been able to bring up for discussion.
FRO management is so concerned by this blog to the ridiculous extent of spreading words among staff that the police have launched an investigation to find the users of this blog so they can prosecute them. This is an attempt to scare people away from using the only tool they have to express themselves without risk of confrontation.
A year ago, while we were preparing to create this blog, FRO blog team consulted with some legal and admin experts, some of which are senior staff in the OPS. We were advised of our rights and obligations to run this blog. A recent consultation showed that there was nothing illegal about FROntline blog. In fact, we understand that attacking moderators or users contravenes the applicable law.
Managers and their cheerleaders were particularly angry at some users who named names in their comments because the people named had families. Well, they must understand that those staff members who have been denied promotions have families too. Those who’ve been intimidated and humiliated because they spoke their minds have families, too. Those who are singled out because they refuse to play the usual immoral game have families, too.
If managers were really concerned about their families, then they should have at least kept their perversion away from the workplace. All managers who fool around with FRO female staff at work or outside are all married and have kids. At the end of the year, they probably receive some appreciation certificates for their contribution to solve family issues in Ontario!
So, instead of investigating this blog, which is nothing but a communication tool, let FRO investigate staff’s concerns outlined within and put an end to the ongoing immorality within FRO.
We have received an email from an anonymous staff who said that around March 08, a letter was sent to the Deputy Minister regarding misconducts at FRO. She was urged as the Ethics Executive in the Ministry to intervene, but apparently she didn’t even care.
This staff said that the ADM email encouraging staff to solve their issues with managers or other internal committees showed how she was unaware of the inefficiency of these committees or tha she was simply too appalled by the news that FROntline blog brought to her regarding her senior staff. Maybe she found herself in the midst of a real brothel and didn’t know how to handle it.
We have decided to continue blocking all messages that contain dirty language and we will let all other postings go through regardless of opinions expressed within.
Sunday, February 8, 2009
Moderators, please post this for discussion.
AGENTS MANDATE LIMITATIONS:
According to the job specification, FRO agents are not social assistants, nor social workers. Their main task is to enforce provisions in the court orders that pertain to child or spousal support. In other words, they are collection agents, just like other collection agents working for banking institutions for example. Collection is a very technical process that may be carried out according to the training, the resources and tools provided to the agent.
What happens at FRO is that enforcement agents are under huge pressure from both clients and management to also act as social workers, legal advisers and many times, as clients’ babysitters. There are tons of mad clients out there who need assistance of a different nature, which FRO agents are not mandated nor trained to deal with.
Management, however, wants us to assist with any problem that clients may arise on the phone. So we find ourselves dealing with some lunatic behaviors without the option to not even terminate the call even when the client becomes insulting to us and that's what happens when clients can’t solve their FRO unrelated problems. Some clients use discriminatory remarks especially when the agent has an uncommon name or an accent, no matter how clear and eloquent his/her language is.
FRO managers never listen to agents when a call is escalated because these managers are so unfocused and unqualified. They are scared of escalations because it means to them calling the client back, which they don’t know how to handle. They don’t have the professional or moral courage to pick up the phone and tell the clients about FRO’s mandate and agents’ enforcement limitations.
I have not heard of any manager at any level who stands by the agent when an issue is escalated because the client has been abusive. In fact, they ask the same agent, who’s been abused to apologize to the same client and provide direct line for future reference!
So here are some questions:
Why don’t managers follow up with the clients who abuse agents on the phone? In other OPS services like MOH, there are signs that warn clients from abusing clerks.
Why doesn’t FRO work on ways to educate clients on agents mandates and limitations by posting memos in thefro.ca
Why do managers continue to download escalations on agents and get away with it?
If FRO wants its agents to become social workers, why don't they provide proper training by professionals in this field and change agents' titles?
By a group of agents.
AGENTS MANDATE LIMITATIONS:
According to the job specification, FRO agents are not social assistants, nor social workers. Their main task is to enforce provisions in the court orders that pertain to child or spousal support. In other words, they are collection agents, just like other collection agents working for banking institutions for example. Collection is a very technical process that may be carried out according to the training, the resources and tools provided to the agent.
What happens at FRO is that enforcement agents are under huge pressure from both clients and management to also act as social workers, legal advisers and many times, as clients’ babysitters. There are tons of mad clients out there who need assistance of a different nature, which FRO agents are not mandated nor trained to deal with.
Management, however, wants us to assist with any problem that clients may arise on the phone. So we find ourselves dealing with some lunatic behaviors without the option to not even terminate the call even when the client becomes insulting to us and that's what happens when clients can’t solve their FRO unrelated problems. Some clients use discriminatory remarks especially when the agent has an uncommon name or an accent, no matter how clear and eloquent his/her language is.
FRO managers never listen to agents when a call is escalated because these managers are so unfocused and unqualified. They are scared of escalations because it means to them calling the client back, which they don’t know how to handle. They don’t have the professional or moral courage to pick up the phone and tell the clients about FRO’s mandate and agents’ enforcement limitations.
I have not heard of any manager at any level who stands by the agent when an issue is escalated because the client has been abusive. In fact, they ask the same agent, who’s been abused to apologize to the same client and provide direct line for future reference!
So here are some questions:
Why don’t managers follow up with the clients who abuse agents on the phone? In other OPS services like MOH, there are signs that warn clients from abusing clerks.
Why doesn’t FRO work on ways to educate clients on agents mandates and limitations by posting memos in thefro.ca
Why do managers continue to download escalations on agents and get away with it?
If FRO wants its agents to become social workers, why don't they provide proper training by professionals in this field and change agents' titles?
By a group of agents.
Saturday, January 10, 2009
This post was suggested by:
Y6:
What we need is a Director with special management skills to change the way things have been at FRO, a Director who’s got balls and would spend sometimes moving between floors and paying surprise visits to staff to see what really is going on instead of relying on phony reports or closing eyes on the shit that’s getting worse everyday. We need a Director who cares about the well being of his staff by listening to them and addressing their issues.
The current Director never leaves her office except to go to meetings or maybe to the washroom. She is one of the most arrogant individuals in the government. Try to talk to her or bring an issue to her attention and you’ll see what I’m talking about. She knows that most agents dislike her for that attitude.
She hasn’t done anything to improve the working environment for the frontline agents. In fact she’s made their lives miserable by siding with managers. She ignores (because she’s ignorant) that the best way to improve the public service is to first improve the working environment of those who serve i.e. frontline agents.
When she came to FRO a few years ago, she thought that by befriending service managers, she would have an easy life until she retires. Well, this might be true, but only for a short time because many frontline staff are among the best in the OPS and some may even qualify for higher positions than hers.
Everyone on the 6th floor remembers how she became friend with Josephine, a manager who was promoted thru corruption and bribery. The Director received free coffee every single day from her and I’m sure behind close doors, you can imagine what happened until she promoted her to a permanent job.
What the Director needs to do is pack and leave, the same way finance Director did a few months ago when he was faced with lots of criticism. Of course there is no similarity between the two. In fact, finance Director left FRO after having done the best he could to clear the mess he was left with.
Shit happens at FRO because the Director allows this shit to happen.
Y6:
What we need is a Director with special management skills to change the way things have been at FRO, a Director who’s got balls and would spend sometimes moving between floors and paying surprise visits to staff to see what really is going on instead of relying on phony reports or closing eyes on the shit that’s getting worse everyday. We need a Director who cares about the well being of his staff by listening to them and addressing their issues.
The current Director never leaves her office except to go to meetings or maybe to the washroom. She is one of the most arrogant individuals in the government. Try to talk to her or bring an issue to her attention and you’ll see what I’m talking about. She knows that most agents dislike her for that attitude.
She hasn’t done anything to improve the working environment for the frontline agents. In fact she’s made their lives miserable by siding with managers. She ignores (because she’s ignorant) that the best way to improve the public service is to first improve the working environment of those who serve i.e. frontline agents.
When she came to FRO a few years ago, she thought that by befriending service managers, she would have an easy life until she retires. Well, this might be true, but only for a short time because many frontline staff are among the best in the OPS and some may even qualify for higher positions than hers.
Everyone on the 6th floor remembers how she became friend with Josephine, a manager who was promoted thru corruption and bribery. The Director received free coffee every single day from her and I’m sure behind close doors, you can imagine what happened until she promoted her to a permanent job.
What the Director needs to do is pack and leave, the same way finance Director did a few months ago when he was faced with lots of criticism. Of course there is no similarity between the two. In fact, finance Director left FRO after having done the best he could to clear the mess he was left with.
Shit happens at FRO because the Director allows this shit to happen.
Saturday, January 3, 2009
Hello all.
Happy New Year from FROntline blog team.
We started this blog a few months ago when the situation at FRO became unbearable for many, due to the unfairness and the bullying attitude of some management staff. We thought to provide a way to the hard working frontline agents to express themselves without fear of harassment.
One of the hot topics that were treated was the hiring process at FRO and we believe that the message got where it was supposed to get. We will continue to publish your comments on this. Furthermore, as some have suggested, and as long as the Government does nothing about it, we will consider publishing details, including the name(s) of whoever gets a position at FRO through special connections in any future competition!
For the record only, we had to exclude quite a few comments because they were too improper in terms of the language used. So, please (agents and angry managers!) keep it as clean as possible.
Also, remember to share some of your stories about the hard work you do to serve our clients.
Thank you and all the best for 2009
FROntline blog Team.
Happy New Year from FROntline blog team.
We started this blog a few months ago when the situation at FRO became unbearable for many, due to the unfairness and the bullying attitude of some management staff. We thought to provide a way to the hard working frontline agents to express themselves without fear of harassment.
One of the hot topics that were treated was the hiring process at FRO and we believe that the message got where it was supposed to get. We will continue to publish your comments on this. Furthermore, as some have suggested, and as long as the Government does nothing about it, we will consider publishing details, including the name(s) of whoever gets a position at FRO through special connections in any future competition!
For the record only, we had to exclude quite a few comments because they were too improper in terms of the language used. So, please (agents and angry managers!) keep it as clean as possible.
Also, remember to share some of your stories about the hard work you do to serve our clients.
Thank you and all the best for 2009
FROntline blog Team.
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