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News : Jobs in Doubt at Ballarat's Police Assistance Line

#contactcenterworld, @serco_inc

Ballarat, VIC, Australia, Aug 22, 2019 -- Over a hundred local jobs are in doubt at the newly established Police Assistance Line.

The Ballarat-based contact centre is staffed by Serco, who emailed employees advising a number of redundancies will be sweeping the Police Assistance Line (PAL) in the coming weeks.

The cuts are said to be over the poor adoption of the service, which was designed as an alternative to report non-urgent crimes including stolen, damaged or lost property, to free up Triple Zero operators.

Victoria Police have confirmed in a statement that they are aware of the redundancies at the PAL, but advised it won't affect the police officers who work at the centre.

It's estimated around 150 people employed at the PAL will be affected by the job losses, with many of the affected workers employed at the centre on a casual basis, however this number is yet to be confirmed by Victoria Police or Serco.

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It's understood a number of potential employees were placed on a waitlist after progressing through initial security checks, only to be told they didn't have immediate employment at the centre.

The PAL was officially opened on July 1 at the Flecknoe Building on Albert St, after the  rollout following an election promise by the state government.

Read the full statement from Victoria Police below:

The Police Assistance Line contact centre is staffed by employees from Serco, who work under the supervision of police officers.

Victoria Police is aware of a decision to reduce the staffing levels at the contact centre for the Police Assistance Line. The decision does not apply to police officers who work at the centre.

The resourcing, including the number of staff for the contact centre is outsourced to Serco.

Police officers at the centre will continue to provide supervision, training to contact centre staff and be the point of escalation when required.

The uptake of the Police Assistance Line has been positive and well received by the community since its launch in July. We are currently receiving an average of 61,000 calls to the Police Assistance Line per month, which is an increase since when the service was officially launched on July 1.

Acknowledging that transformational change of this scale takes time, Victoria Police will continue to educate the public on the new services throughout our 12-month advertising campaign.

#contactcenterworld, @serco_inc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.3ba.com.au


About Serco:
Company LogoSerco’s Business Process Outsourcing (BPO) capabilities offer middle and back office solutions to public and private sector organizations globally. With a presence in ten countries, 98 locations and a strong workforce of more than 50,000 employees it is among the top 20 global BPO players with onshore, offshore and near shore capabilities in the US, UK, Europe, Middle East, India, Mauritius, Philippines, Guatemala and Australia. With flexibility in designing solutions to suit client requirements, Serco’s BPO capabilities have helped clients to re-engineer processes across industry verticals such as Banking & Financial Services, Travel, Transportation & Hospitality, Healthcare, Logistics, Utility, Retail & Manufacturing, Telecom, IT & Online services, Media, Education and Entertainment. We provide transactional, process and voice support, finance and accounting services, and business transformation consulting, making us strongly placed to provide our customers with a broad range of end-to-end business services.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

About New South Wales Police Force:
Company LogoThe New South Wales Police Force is Australia's oldest and largest police organisation and one of the biggest in the English speaking world.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Maintaining Customer Notes

Read today's tip or listen to it on podcast.

Published: Friday, August 23, 2019

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