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					                                                      PHYSICAL AGREEMENT

                                                       TITLE 607
                                             CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                           Description

Section 607

LA 195               Amends Division Customer Services Department job definitions and lines of progression as a
(7-25-67)            result of negotiations concluded 12-10-66.

LA 138               Customer Service Clerks: Clerical Testing Battery, training programs, filling of vacancies,
(2-15-67)            and initial appointments in San Francisco with their testing, training and seniority provisions.
                      See LOP.

LA 248               Definition of phrase "at the top rate of pay of the next lower classification" and the filling of
(1-26-68)            the Customer Service Clerk classification.

LA 275               Customer Service Clerk - Phase II, training and testing requirements. See LOP.
(5-2-68)

LA 452               Revision of Phase I and Phase II - Customer Service Clerk, training material and tests. See
(8-20-69)            LOP.

Review Com. #s:      Rates of pay and classifications in Customer Services and Operating Departments. Decisions
628, 690, 812,       made by Review Committee using Cross Hatch Committee's recommendations. See 13.
822, 839, 913,
933, 968, 1065,
1089, 1101,
1138, 1143,
1146, 1182,
1239, 1258,
1259, 1260, &
1281
(3-22-74)

LA 2274              Combines Antioch and Pittsburg Customer Services Offices in Antioch.
(3-11-77)

LA 81-8              Employees who have previously held the position of Customer Services Clerk are exempt from
(1-20-81)            the test requirements to enter the classification of Service Representative. See LOP.

LA 82-22             Training and testing required for employees to be eligible to promote to Senior Service
(7-13-83)            Representative. See LOP.

LA 91-30             Changes to Senior Service Representative Training Program, increasing length and adding 3
(02-20-91)           new modules: Customer Contact, Writing Skills, Customer Inquiry & Procedures, and
                     modification of current modules to reflect changes in technology.

LA 91-84             Outlines filling positions for duration of pilot study for bilingual telephone centers pilot
(10-23-91)           programs in San Jose and Yosemite Divisions. See also Clerical 18.17.

LA R2-92-120         Creation of Telephone Service Study Charter for consolidation of telephone call center and
(09-15-92)           toll-free conservation hot-line and bilingual telephone service. See also 19.12 and Physical
                     206.12 and 206.18.

LA 92-144            Extends the one-year pilot study of bilingual telephone centers as presented in LA 91-84. See


Updated as of 02/11/99                           607 - 1
                                                  PHYSICAL AGREEMENT

                                                      TITLE 607
                                            CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                    Description

Section 607

(12-21-92)           also Clerical 18.17.




Updated as of 02/11/99                        607 - 2
                                                     PHYSICAL AGREEMENT

                                                       TITLE 607
                                             CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                          Description

Section 607          (Cont’n.)

LA 93-43             Extends the pilot study of bilingual telephone centers as presented in LA 91-84 and 92-144.
(6-3-93)             See also Clerical 18.17.

LA 93-48             Modifies the Sr. Service Representative Training program and test. See also Exhibit A.
(7-16-93)

LA 93-56             Establish a joint committee to test and evaluate various work station elements to be
(7-22-93)            incorporated in the Company's new Call Centers. See also Clerical 18.17.

LA 93-58             Extends the pilot study of bilingual telephone centers. See also Clerical 18.17.
(7-27-93)

LA 93-118            Extends the pilot study of bilingual telephone centers. See also Clerical 18.17.
(12-15-93)

LA 94-11             Revised sequence of events and timetable in the application of Clerical Title 18 and 19 for
(1-27-94)            staffing the Company's Call Centers and Credit and Collection Center. See also Clerical 18.8,
                     19.1, 19.2 and 19.8.

LA R4-93-110         Hiring of part-time Service Reps. until the Call/Credit Center consolidation are completed.
(2-23-94)            Permits current full time employees to displace part-time employees initially hired as a result
                     of the Telephone Consolidation for one year. See also 18.4, 19.1 and 24.5.

LA 94-61             Summary on the implementation of bilingual phone service at Company's Call Centers.
(7-25-94)

LA 95-34             To modify the test given to ees. at the end of the Svc. Rep. Training Program. by deleting a
(4-12-95)            number of questions that are considered outdated. See also 18.8 and Exhibit A.

LA R2-94-101         To establish the basic principles and guidelines for the administration of overtime at the
(5-4-95)             Fresno, Sacramento, San Francisco and San Jose Call Centers. See also Clerical 12.1 and
                     12.3.

LA R2-95-39          With the introduction of the new SAP business systems, the Co. proposes to eliminate dual
(7-19-95)            classification positions impacting approximately 85 ees. currently in dual positions.
                     Classifications involved are Credit Rep. and Meter Reader; Meter Reader and Utility Clerk;
                     Service Rep. and Meter Reader. This LA also intended to delete all sections of the Clerical
                     and Physical agreement dealing with dual classification positions. See also 612.2, 205.19 and
                     206.12 plus Exhibit C.

LA 95-118            To modify the provisions of LA 94-64 and to continue a systemwide Call Center Labor Mgnt.
(9-11-95)            Comm. and that the Credit and Collection Center continue with a local Labor-Management
                     Committee. See also 21.8 Clerical.

P-RC 2014            Discharge of Service Rep. for falsification of expense acct. to severe - reinstated with 1/2
(12-7-95)            backpay. See also 7.1.

LA 95-163            Some Call Center ees. who did not obtain regular status until late Nov./Dec. were given the
(12-26-95)           opportunity to defer their 3 floating holidays to 1996. See also Clerical 14.3.


Updated as of 02/11/99                           607 - 3
                                       PHYSICAL AGREEMENT

                                           TITLE 607
                                 CUSTOMER SERVICES DEPARTMENT
Document #
Date                                         Description

Section 607          (Cont’n.)




Updated as of 02/11/99             607 - 4
                                                     PHYSICAL AGREEMENT

                                                       TITLE 607
                                             CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                           Description

Section 607          (Cont’n.)

LA 95-153            Establishment of the principles that should be followed if the Co. elects to conduct remote
(12-26-95)           monitoring or silent listening in its Call Centers in the future. See also Clerical 19.17 and
                     24.1.

P-RC 2008            DML for Cust. Svc. Rep. willfully disconnecting customer deactivated and moot. See also
(1-18-96)            24.1 Clerical.

LA 96-07             To establish a six-month pilot administrative procedure for extending the straight-time work
(1-25-96)            hours of part-time employees in the Company's Call Centers. See also Clerical 10.7, 17.5,
                     19.17 and 24.1.

Arb. Cases           Discharge of Service Rep. for adding ineligible dependent to medical plan coverage -
205 & 207            reinstated without backpay based on several mitigating factors.
(2-8-96)

LA 96-31             To offer vacant shifts/schedules to current Call Center emps. in the same classification, status,
(3-26-96)            and headquarters prior to filling jobs through the normal bidding and transfer system. Each
                     CC will use a book, referred to as the IBB (Internal Bidding Book), that emp. may sign
                     indicating their interest in moving to a different schedule. See also 202.16, Clerical 10.7 and
                     18.17.

 P-RCs 2056          Discharge of a CSR for attendance and improperly accessing and modifying her personal
& 2057               utility account records - sustained. See also 7.1 and Clerical 24.1.
(5-31-96)

P-RC 2058            Call Center CSR discharged for accessing own account and granting credit extensions and
(5-31-96)            deleting 15 day/48-hour notices. Inconsistent treatment resulted in reinstatement at DML and
                     1/2 back pay. See also 7.1 and Clerical 24.1.

LA 96-53             To establish a new flextime schedule option for the Meter Readers at the Santa Rosa
(6-3-96)             headquarters. See also Clerical 10.7 and Exhibit C.

LA 96-64             To offer interested Call Center employees with regular status "Leave of Absence - Call
(7-2-96)             Center" for up to 3 months. See also 6.2 Clerical.

LA 96-58             Pursuant to Sections 18.17 and 19.12 of the Clerical agmt., the CES 94-53 Meter Reader
(8-9-96)             Comm. recommends provisions (i.e., Section 19.9 Rights; Delayed Report Dates; Incentive to
                     Utilize Title 18 provisions; Relocation Allowance; Possible Displacements - Antioch
                     Headquarter; and, Cancellation Clause) apply to Sr. Meter Readers and Meter Readers in the
                     Antioch headquarters due to the Co.'s upcoming pilot of AMR in Delta District. See also
                     Clerical 18.17, 19.12 and Exhibit C.

LA 96-75             The CES 94-53 Meter Reader Comm. recommended that the Co. maximize placement
(8-9-96)             opportunities (modifying Sections 18.5 and 18.7 - Clerical) for Meter Readers to minimize the
                     disruption to the work force from ongoing waves of Title 19 displacements that are expected as
                     AMR implementation spreads through the service territory.
                     See also Clerical 18.17 and Exhibit C.

LA 96-94             To extend the straight-time work hours for part-time Call Center employees through Feb. 7,


Updated as of 02/11/99                           607 - 5
                                                     PHYSICAL AGREEMENT

                                                      TITLE 607
                                            CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                      Description

Section 607          (Cont’n.)

(10-9-96)            1997. See also Clerical 10.7.




Updated as of 02/11/99                          607 - 6
                                                     PHYSICAL AGREEMENT

                                                       TITLE 607
                                             CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                          Description

Section 607          (Cont’n.)

P-RCs 1773           Company cannot reassign work (i.e., transfer of clerical work associated with ENCON
& 1786               procurement from a B.U. group [Design Drafting] to non-B.U. groups [Materials Services in
(10-24-96)           CES and the Contracts Sec. in NPG]) historically done by bargaining unit to non-bargaining
                     unit. See also Clerical 2.1 and 24.2.

LA R1-96-76          Some changes made to various CES 94-53 Committees in Customer Energy Services to
(1-10-97)            improve its communication and effectiveness. Proposed new charters for CES Coordinating
                     Comm.; Meter Reader; Call Center; Customer Field Services; Gas & Electric Construction
                     and Maintenance; Customer Services; Re-Rate; Electric Metering; Division and General
                     Construction Garage (Fleet); and, Materials. See also 8.8, Clerical 21.4 and 21.8.

LA 97-85             To modify LA 93-97 and establish a 9-80 work schedule for the Peninsula Div. Customer
(5-21-97)            Services Dept. in Belmont which includes the option of a non-scheduled day occurring in the
                     middle of a workweek. See also Clerical 10.7.

LA 97-123            To establish an administrative procedure for extending the straight-time work hours of part-
(9-23-97)            time employees in the Company's Call Centers. See also Clerical 10.7.

LA R1-97-105         To improve customer service and minimize CSR and customer waiting time due to
(9-26-97)            unanticipated, intermittent call spikes experienced at the Help Desk, the Call Center 94-53
                     Committee has recommended the staffing of a "SWAT Team" to supplement the Desk Help at
                     the Company's Call Center with some provisions applied on this letter agreement. See also
                     Clerical 3.1 and 18.17.

 P-RCs 2093          DML for deliberately disconnecting, transferring or muting customer call sustained in one
& 2097               case, reduced in the other. See also Clerical 24.1.
(1-23-98)

LA R2-97-142         To replace the existing Senior Service Representative Training Program and test with a revised
(1-27-98)            training program and test proposed by Sr. Service Representative Technical Training
                     Subcommittee. See also Clerical 18.17, 19.17, and 21.8.
LA R1-98-03          The Call Center 94-53 Comm. recommended that the "Call Quality Knowledge and Skills
(1-27-98)            Assessment Form and Call Quality Account Information Sheet" take place the "Remote
                     Monitoring Activity Log Sheet" attached to LA 95-153. See also 3.1, 19.17, and 21.8.

LA 98-24             To continue the practice of considering requests on a case-by-case basis for temporary
(3-18-98)            modifications of hours after scheduling changes are made in the Call Centers. Guidelines are
                     established in handling requests for temporary modifications. See also Clerical 19.17.


LA R1-98-20          Proposes that call monitoring be conducted by Call Center Supervision, Call Center Senior
(4-1-98)             Service Rep. and members of the Customer Service Quality Assurance Staff. See also Clerical
                     19.17.

LA 98-25             To offer interested Call Center employees with regular status an opportunity to take an unpaid
(4-1-98)             leave of absence for other than urgent or substantial personal reasons (Leave of Absence - Call
                     Center) for up to 7 months through 10/31/98. See also Clerical 6.1 and 6.2.




Updated as of 02/11/99                           607 - 4
                                                     PHYSICAL AGREEMENT

                                                       TITLE 607
                                             CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                          Description

Section 607          (Cont’n.)

LA 98-47             To modify Subsection 14.1(b) language to include Call Center employees who are off work
(5-22-98)            without pay the workdays immediately before and after the holiday if they have been offered to
                     take those days as time off without pay due to low call volume.

LA R1-98-51          To temporarily route weekend, holiday, and after-hours PBX work historically performed by
(6-26-98)            General Office NBU employees to bargaining unit employees at the Sacramento Call Center
                     during a one year pilot period.

LA 98-76             To establish the basic principle and guidelines for the administration of overtime (OT) at the
(9-8-98)             Credit and Collection Center, 8110 Lorraine Ave., Stockton. See also 12.1, 12.3, 12.4, 12.6
                     and 12.7.

LA 98-77             The Co. proposes the following effective with the conversion to Ponderosa Phone Company:
(9-9-98)             (1) Co. will pay all installation and/or transfer cost of one phone unit; and, (2) Co. will pay
                     each employee (headquartered at Balch Camp) a one time lump sum of $1,500. See also 107.1
                     and 24.3C.

LA R1-98-79          The Call Center 94-53 Comm. proposed Staffing Procedures for the Friday After Thanksgiving
(9-23-98)            be implemented in the Company’s Call Centers. See also Clerical 10.7 and 14.5.

Union Ltr. to IR     Notice that the Union will not acquiesce to the use of pay stations regadless of any
(10-30-98)           acquiescence on Local 1245’s part in the past. Any expansion of the pay station practice or
                     deletion of bargaining unit work from local customer service offices will be regarded as a
                     violation of Title 24. See also Physical 607.

P-RC 2075            Company’s elimination of all full-time employees on graveyard shift at Sacramento Call
(12-16-98)           Center; has demoralizing effect on employees, but does not violate agreement. See also 607P.

LA 99-09             Proposes that Paragraph E (Meter Reader Route Assignments) be rewritten and proposing the
(2-2-99)             elimination of regular route bidding. See also Exh. C.

LA 99-12             The Call Center Call Quality Monitoring 94-53 Subcommittee has proposed 2 pilots (San Jose
(2-8-99)             Call Center Pilot and Feedback Pilot) that would modify the Call Quality Monitoring
                     Guidelines agreed to in LA 98-03. See also Clerical 19.17 and 21.8.

LA 99-20             To eliminate the need to manually track the usage of fractional vacation hours, proposes that
(03-08-99)           the affected Call Center ees. be paid for these fractional hours on a one-time basis. See also
                     8.15C.

LA R1-99-29          Recommended that the Call Quality Monitoring Form and Account Information Sheet agreed
(4-26-99)            to in LA 98-03 be replaced with the attached forms in this LA. The forms eliminate a number
                     of redundant factors, combine some factors and clarify other factors. Also, in LA 99-12,
                     agreed to a 60-day pilot that would allow CSRs to voluntarily agree to add one additional shift
                     to the timeline for providing feedback after a CQM event. See also 19.17C and 21.8C.

LA 99-39             Proposing that Call Center employees be given an opportunity to take time off without pay in
(05-20-99)           2 week increments. Assignments will be made by seniority within each classification. See
                     also Clerical 6.1, 8.13, 8.15, and 24.3.

LA R1-99-44          To extend the San Jose CC pilot on Call Quality Monitoring agreed to in LA 99-12 an


Updated as of 07/12/99                           607 - 5
                                                    PHYSICAL AGREEMENT

                                                      TITLE 607
                                            CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                         Description

Section 607          (Cont’n.)

(06-14-99)           additional 90 days to 8/11/99. See also 19.17 and 21.8.




Updated as of 07/12/99                          607 - 6
                                                     PHYSICAL AGREEMENT

                                                       TITLE 607
                                             CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                          Description

Section 607          (Cont’n.)

RC 1825              A San Jose CC Service Rep. who was discharged for disconnecting customer calls was
ARB 233              reinstated as a Utility Clerk in Richmond; 50% backpay less outside earning or
(8-3-99)             unemployment; career preclusion from the SR classification; DML for 1 year following
                     reinstatements; and non-precedential settlement. See also 24.1C.

LA 99-66             Pursuant to Subsec. 10.7(b) of the Clerical Agmt., proposes to establish flexible work
(11-4-99)            schedule for clerical bargaining unit employees in the G.O. Accounts Payable Section. See
                     also 10.7 Clerical.

P-RC 2236            A Fresno CC Cust. Svc. Rep who was discharged for work avoidance was reinstated; backpay
(11-23-99)           with benefits intact, but was given a WR in the work performance category for one year. See
                     also 24.1.

Arb. 237             Following written notice that Union would no longer acquiescence to the establishment of new
(12-3-99)            or replacement of old pay stations, an Arbitration determined that Company may do both.

RC 1828              Arbitrator found no violation of the agreement concerning the opening of replacement
[Arb. 237]           paystations and the question of opening new paystations.
(12-15-99)

P-RC 2240            Termination was for just cause when a Meter Reader engaged in physical assault; had the
(12-22-99)           opportunity to end the fight, but chose to go get a weapon (bat) from his vehicle to continue
                     the confrontation with another Meter Reader, who was also discharged. See also 7.1 and Exh.
                     C.

P-RC 2241            Termination was for just cause when a Meter Reader engaged in physical assault; had the
(12-22-99)           opportunity to end the fight, but chose to continue to instigate the confrontation by daring the
                     other Meter Reader, who was also discharged. See also 7.1 and Exh. C.

P-RC 2244            Discharge for inappropriate behavior (violation of penal code 647(a)-peeping tom) was for
(12-22-99)           just cause when a Meter Reader was caught looking into the customer’s bathroom/bedroom
                     while reading the meters. See also 7.1 and Exh. C.

P-RC 2237            A Fresno Call Center Cust. Svc. Rep. discharged for avoiding customer incoming calls was
(1-12-00)            reinstated with backpay; benefits intact except for vacation forfeiture; but DML eff. for 1 year
                     for misuse of Good Friday time off. In addition, WR for abuse of sick leave will go to 701 file
                     and there will be on-going monitoring of the grievant’s performance and need for additional
                     training. See also Clerical 8.5 and 24.1.

P-RC 2243            Termination of a San Francisco Service Rep. was appropriate and for just cause for not
(1-12-00)            properly safeguarding Company funds, i.e. cash shortage and, in addition, was on DML for
                     attendance and tardiness problem. See also Clerical 24.1.

P-RC 2247            DML and discharge was for just and sufficient cause for an Oakland Credit Rep. who accepted
(1-19-00)            cash payment from customers, falsified Company work records, failed to properly safeguard
                     Company funds twice, and altered customer’s record without authorization. See also 24.1C.

P-RC 2189            No violations occurred when the Company assigned the Call Center Service Rep. to process
(3-1-00)             customer high bill inquiries (ECI’s, Energy Cost Inquiries) and also to make adjustments and


Updated as of 03/03/00                           607 - 7
                                                    PHYSICAL AGREEMENT

                                                      TITLE 607
                                            CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                      Description

Section 607          (Cont’n.)

                     rebates. See also 24.1C.




Updated as of 03/03/00                          607 - 8
                                                     PHYSICAL AGREEMENT

                                                       TITLE 607
                                             CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                          Description

Section 607          (Cont’n.)

P-RC 2249            Making calls to customers to audit the work of the Gas Svc. Reps is a prerogative of
(3-1-00)             management, not an obligation. Supervisors can make this calls, however, in some locations
                     this assignment is also delegated to the bargaining unit. It is work that may be shared, but is
                     not work that becomes a BU entitlement. See also 7.2 and 24.2.

P-RC 2119            Decisions concerning this 2-year end OT distribution grievances in Customer Svcs. Office in
(3-1-00)             Chico and Oroville are as follows: 1) to develop an agreed to local administration procedure
                     for equitable distribution of OT,…2) to comply with the provisions of Sec. 12.3 of the
                     Clerical Agmt…, and 3) a joint comm. established will determine a clerical OT procedure.
                     See also 12.3.

LA R2-00-14          To close the San Francisco Call Center and to establish a similar number of positions at the
(4-12-00)            Company’s three remaining call centers. Also to consolidate the Customer Service Records
                     function to the Stockton Credit & Records Center with a satellite Records office in the
                     Sacramento Florin-Perkins headquarters. See also Clerical 18.17 and 19.12.

LA R1-00-18          To modify LA 00-14 in order to provide additional placement opportunities for Customer
(5-11-00)            Svcs. Clerical ees. prior to invoking Sec. 19.2, the Co. will begin filling the Operating and
                     Physical clerical positions on the list and that are currently held by HH employees. See also
                     18.17 and 205.19.

P-RC 11269           Due to the age of this case, the P-RC refers this back to the LIC to review the record of
(5-17-00)            accuracy and consider whether or not an inequitable distribution of OT for the Sacramento CC
                     in CY 1996 occurred. See also 12.3.

RC 11613             Manipulating customers calls from Call Centers concerns this case. The Co. agrees to
(6-9-00)             continue to communicate the expectations to the CC ees. noting the seriousness of certain
                     behaviors and the Union acknowledges that those ees. have been warned of the possible
                     consequences of their actions. In addition, Co. agreed to remove the word “immediate” from
                     the CC Conduct Supplement.

P-RC 10322           The discharge of a San Jose CC CSR for engaging in call avoidance activities is for just cause
& P-RC 10558         although the Comm. cannot make a determination as to whether this grievance was timely filed
(6-15-00)            as there is insufficient information to draw any conclusion.

LA 00-35             To allow Sacramento Call Center employees (as listed), who will not obtain regular status
(7-19-00)            until late Sept. through Dec. of 2000, the opportunity to defer their floating holidays to 2001.

P-RC 10668           After the Co. has completed the consolidations of the Records and Call Center, three Sr.
(8-15-00)            Service Rep. I position were filled on a regular basis with employees from Fresno.

P-RC 11534           No-call/No-show the day after being C&C’d on tardiness that lead to the termination of the
(8-30-00)            Sacramento Call Center Service Rep. Prior to termination, the SR was on an active DML for
                     inappropriate conduct to his own account.

LA 00-52             To amend the list of employees (by adding 12 more employees) included with LA 00-35
(10-17-00)           (allows Call Center employees, who obtain regular status between late Sept. and Dec. of 2000,
                     the opportunity to defer their floating holidays to 2001).



Updated as of 01/08/01                           607 - 7
                                                    PHYSICAL AGREEMENT

                                                      TITLE 607
                                            CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                         Description

Section 607          (Cont’n.)

P-RC 10656           Discharge is for just cause to a Fresno CC Svc. Rep. for inappropriately accessing customer
(12-4-00)            information and then using that information for personal reasons. Being a short term
                     employee, the grievant went over the line to consider mitigation.

P-RC 10899           DML given to Sacramento Call Center Svc. Rep. for prematurely disconnecting a customer
(1-9-01)             call was considered moot. Grievant is currently on LTD and is not expected to return. Case
                     closed without prejudice to the position of either party.

LA 01-07             The Co. suspend the Call Quality Monitoring procedures (LA R1-98-03) and discontinued the
(2-2-01)             Call Quality Knowledge Skills Assessment Form and Call Quality Account Info. sheets usage.
                      The current procedures will be replaced with the Average Handle Time Emergency Reduction
                     Job Aid, which will be utilized to help manage the resulting increase in phone activity. Spot
                     checks will be conducted side by side or remotely utilizing the AHT Emergency Spot Check
                     form.

P RC 12305           Given that the Sacramento Call Center Sr. Svc. Rep. was given twice written 10-day notice of
(8-8-01)             her responsibility to provide the paperwork, the discharge for being off work and failing to
                     submit a “Leave of Absence” application was for just cause.

LA R1-01-45          To establish one temporary shift (4:00 p.m. – 12:30 a.m., Monday-Friday) at the Stockton
(9-25-01)            Credit and Records Center; and also providing notice that the Center will make a permanent
                     hours change from 7:30 a.m. to 4:00 p.m. to 7:00 a.m. to 3:30 p.m. for all Center employees.

LA 02-17             That Call center employees be given an opportunity to take time off throughout the year
(05-03-02)           without pay in weekly increments.

LA R1-02-18          Superceded Letter Agreements (LA 01-07, 99-44, 99-29, 99-12, 98-20, 98-03, & 95-153) as
(05-20-02)           relating to call monitoring. This LA revised Call Monitoring process (6-9 month pilot)
                     utilizing Comprehensive Call Monitoring (CCM) and Supplemental Call Monitoring (SCM)
                     to improve call quality, identify training needs, and ensure compliance with company and
                     regulatory mandates.

P RC 12102           Concerns work assignments (customer contact) given to Utility Clerks at the Stockton Credit
(06-20-02)           and Collection Center. Since there was no reduction in the Service Rep. classification in
                     Stockton, the Committee agrees that there is no violations occurred.

P RC 12182           This is a work jurisdiction case between operating clerical and management. The work
(06-20-02)           involves the processing of MLX’s) Main Line Extension charges.

LA 03-39             To modify the test agreed to in LA 03-03 to include updating info. due to rate applicability
(12-05-03)           and clarifying several of the questions and answers.

LA 04-02             To pilot, for a period not exceeding 3 months, an intranet-based OT sign-up and tracking
(01-15-04)           system and procedure for Sacramento Call Center employees.

LA 04-24             That Customer Service LOP employees be given an opportunity to take time off throughout the
(05-10-04)           year without pay (T-time) in weekly increments. Assignments will be made by seniority within
                     each classification.



Updated as of 10/11/05                          607 - 9
                                                      PHYSICAL AGREEMENT

                                                        TITLE 607
                                              CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                           Description

Section 607          (Cont’n.)

LA 04-19             To meet the qualifications required to continue to hold the Service Representative
(05-10-04)           classification, the Company proposes that Service Representatives in Stockton to take the
                     agreed-to Service Representative test and provide one “no count” attempt to take and pass the
                     test. Employees who successfully complete the exam will be coded as qualified Service
                     Representatives. Employees who fail to attain a passing score of 72.6% will be given an
                     opportunity to retest and afforded contractual rights as described in Exhibit A and other
                     applicable provisions of the Clerical Agreement.

LA 04-26             To implement the intranet-based overtime sign-up and tracking system and procedure within
(05-10-04)           the three call centers (Sacramento, San Jose and Fresno).


LA R1-04-18          To exempt 25 Customer Services Dept. employees presently working as Service Representative
(05-14-04)           in Stockton or Sacramento from the training and test requirements outlined in the Service
                     Representative Training Program. These employees have demonstrated their ability to perform
                     the duties of the job and have extensive work experience to perform the Service Representative
                     duties.

LA 04-31             Due to the closure of the Customer Records Center on Old Placerville Road in Sacramento,
(06-23-04)           the Company will be making some reductions in the Sacramento Records Center. Once the
                     displacement process is completed, the parties will discuss the issue of shift changes.

LA 04-33             To pilot a revised Senior Service Representative Training Program and test. Also to conduct a
(07-01-04)           pilot session beginning on 7/12/04.

LA 04-53             To facilitate a reduction in facilities costs and to more strategically align services provided by
(11-30-04)           the Reprographics Dept., the Co. relocates the Addressograph Machine from Mail Services to
                     Reprographics of 77 Beale building.

P RC 14567           No violation occurred at Fresno Call Center Operations alleging Company not in compliance
(12-17-04)           with the part-time cap; Co. made a good faith effort to comply with the new provisions of the
                     agreement.

LA 04-62             Company proposes needed reduction regarding the lack of wok in Major Billing and
(12-17-04)           Miscellaneous Billing Sections and Bill Processing and Customer Information Assistance.
                     Technological changes following implementation of CorDaptix have resulted in changes to
                     work performed.

LA 05-14             Proposes to return the three Meter Reader ees. under LTD (RTW) to part-time Service
(04-13-05)           Representative positions in Sacramento Call Center, however, in order to return to full-time
                     status they would be required to submit their prebids to full-time Service Representative
                     positions.

LA 05-39             To replace the existing Senior Service Representative Training Program and test (R2-97-142)
(08-22-05)           with a revised training program and test proposed by the Senior Service Representative
                     Training Subcommittee.

LA 05-40             Service Representative Training Program revisions include modifications to training content
(08-22-05)           and related questions on the exam outlined in LA 03-03.


Updated as of 10/11/05                            607 - 9
                                                     PHYSICAL AGREEMENT

                                                       TITLE 607
                                             CUSTOMER SERVICES DEPARTMENT
Document #
Date                                                          Description

Section 607          (Cont’n.)

LA 05-41             Cancels LA R1-98-03 and begin utilizing the principles for conducting remote monitoring or
(08-22-05)           silent listening at Call Center.

LA 05-50             Elimination of the one Data Entry Operator and one Lead Data Entry Operator due to lack of
(09-30-05)           work in the Payroll Dept.

LA 05-55             Company has purchased new software, SAP, for its Payroll and HR data and processing needs.
(10-28-05)            Due to its limitations and capabilities to assess contractual provisions which would be
                     difficult or impossible to administer in SAP, the Premium Standardization Comm. was
                     charged with this review and for making recommendations.

LA 05-70             To pilot the revised CSR training delivery model with new hires, and certain internal
(12-16-05)           placements beginning in Jan. 2006 in the Sacramento and Fresno Contact Centers.

LA 06-04             Lack of work in the Capital Accounting, which will result in the elimination of the Sr. Acctg.
(01-18-06)           Clerk II duties and need of reduction.

LA 06-40             Proposes a modified Customer Service Representative Training Program for employees to
(08-09-06)           meet the qualifications required to continue to hold the Service Representative classification
                     by taking the agreed-to Service Representative test and provide one “no count” attempt to pass
                     the exam.




Updated as of 10/30/06                          607 - 10

				
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