Wednesday 28 August 2024
Hi Team,
Following my communication on Thursday 22 August, I wanted to provide an update on the progress we have made over the past few days.
Thank you to everyone who submitted the Working from Home (WFH) survey by Friday. Most of our team members at the Box Hill and Burnie sites have completed the survey, and if you haven’t yet completed it, your leader will be in touch soon to ensure we gather your input on your ability to work from home, which will help us determine the next steps.
We will also be reviewing team members who may not meet the WFH requirements for the ATO contract after 31 October 2024. We will work with individuals across the Box Hill and Burnie sites whose role will potentially be impacted and at risk as a result of these site closures from 1 November 2024.
Our next step is to work through our required workload volumes by skillset for those team members that have advised that they are able to work from home. We will be reaching out to team members who have indicated that they may require assistance to transition to work from home.
We will keep you informed with more details about these changes and what they mean for our team. Your wellbeing remains our top priority, and we are committed to providing you with clear and timely updates throughout this process.
In the meantime, I encourage you to reach out to your line manager or me if you’d like to discuss this further. Alternatively, you can send any questions to our dedicated inbox at [email protected].
Thank you for your continued dedication to making a positive impact through your work.
We understand that this may be a difficult time and remind you that confidential support and counselling is available to you free of charge by contacting our Employee Assistance Provider (EAP) Sonder. Access to psychologists, wellbeing experts and in-person assistance will be available at the touch of a button 24/7/365 for you and your family.
- Scan the QR code using the camera on your phone.
- Enter your Serco email address to register.
- Technical support enquiries to: [email protected]
Sincerely,
June Meldrum
General Manager
Serco Community Services
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Thursday 22 August 2024
Hi team,
I trust everyone received the communication last Friday regarding our Work From Home survey. Please remember to provide your responses by close of business this Friday, all staff need to complete the survey including our casual staff, support staff and leaders.
If you are experiencing any issues or did not receive the survey please reach out to your leader as soon as possible.
The link to the survey can be found below.
Thank you for your attention to this matter.
We understand that this may be a difficult time and remind you that confidential support and counselling is available to you free of charge by contacting our Employee Assistance Provider (EAP) Sonder. Access to nurses, GPs, midwives, psychologists, wellbeing experts and in-person assistance will be available at the touch of a button 24/7/365 for you and your family.
- Scan the QR code using the camera on your phone.
- Enter your Serco email address to register.
- Technical support enquiries to: [email protected]
Sincerely,
June Meldrum
Contract Manager
Serco Community Services
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Thursday 15 August 2024
Hi team,
Following last weeks communication regarding the closure of our Burnie and Whitehorse Road sites from November 1 2024, I wanted to share the next steps with you.
Tomorrow, I will be sending out a survey to all staff at Burnie and Whitehorse Road to assess your ability to work from home. It is crucial that everyone completes this survey, as it will help us identify any staff members who are unable to work from home and determine how Serco can best support you.
The survey will close on Friday, August 23. To ensure we reach everyone, including those on leave, we will also send the survey by text message.
Please make sure you respond to the survey, and if for any reason you do not receive it by tomorrow, inform you team leader as soon as possible.
Thank you for your cooperation.
We understand that this may be a difficult time and remind you that confidential support and counselling is available to you free of charge by contacting our Employee Assistance Provider (EAP) Sonder. Access to psychologists, wellbeing experts and in-person assistance will be available at the touch of a button 24/7/365 for you and your family.
- Scan the QR code using the camera on your phone.
- Enter your Serco email address to register.
- Technical support enquiries to: [email protected]
Sincerely,
June Meldrum
Contract Manager
Serco Community Services
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Thursday 8 August 2024
Dear Colleagues,
As communicated earlier in June, Serco was awarded a new contract to continue providing contact centre services on behalf of the ATO effective from 1 July 2024 for a further two-year term. Serco has proudly delivered exceptional customer service on behalf of ATO since 2007. Your dedication to maintaining a high standard of service over this time has helped foster a strong partnership with our client.
Serco’s scope of work under the new contracting arrangements sees a significant reduction in volumes required after Tax-Time 2024.
Effective 1 November 2024, a reduced Serco workforce and fewer Serco-operated contact centre sites will be required by the ATO to support the decreased volumes. This means it is no longer viable to keep open the two Serco -operated ATO contacts centre sites in Burnie Tasmania, and Whitehorse Road in Box Hill Victoria. These sites will close from 1 November 2024.
To mitigate the impact of these site changes, we intend to leverage our capability and expertise to expand the remote/working-from-home environment to support impacted individuals at Serco. As you are aware, we are currently working under a hybrid 90/10 model, and these changes will see some staff move to a 100% working from home arrangement. By providing flexible work arrangements and comprehensive support, we aim to ensure eligible employees can seamlessly adapt to these changes.
Minimising the impact of this change on our people is our priority, and we will work collaboratively with you, our employees, and the ATO to ensure a smooth transition to the new volumes required post-tax period.
We understand that you may have some questions or concerns about how these changes in workload volumes impacts you. Over the coming weeks, we will share and communicate further details regarding the changes and what they mean for our operations. Our priority is your wellbeing and to provide you with clear and up to date information throughout the process.
In the meantime, I encourage you to reach out to your line manager or me if you wish to discuss this matter.
Thank you for your ongoing dedication to making a positive impact through your work.
We understand that this may be a difficult time and remind you that confidential support and counselling is available to you free of charge by contacting our Employee Assistance Provider (EAP) Sonder. Access to nurses, GPs, midwives, psychologists, wellbeing experts and in-person assistance will be available at the touch of a button 24/7/365 for you and your family.
- Scan the QR code using the camera on your phone.
- Enter your Serco email address to register.
- Technical support enquiries to: [email protected]
Sincerely,
June Meldrum
Contract Manager
Serco Community Services
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