Induction of people living with disabilities in Shared Contact Centre
Today marks one of the developmental milestones for the Shared Contact Centre through the
launch of the Learnership for people Living with Disabilities. This event took place at the Shared Contact Centre offices in East London. This was marked by the attendance of the Honorable MEC for Health; Mr. S. Qgobana and the Superintedent General for Health Dr. Siva Pillay.This is a commemorate of the disability day ,where the Department use phased in approach as follows . Persons using wheel chair or walking crutches for mobility were accommodated during this phase.
Induction of 11 appointees on Departmental policies and on job training.
The ECDOH Shared Contact Centre as a strategic unit operates centrally to the feedback communication management process. This in essence entails management process from the customers, both internally and externally, to the department where critical public relation aspects are handled. Such aspects includes matters relating to public complaints/ query management, risk management issues as defined in our service catalogue, innovation and Knowledge Management, as well as provision of baseline hub for business process improvement. Hence the Shared Contact Centre broadly plays a central role in both communication and information management, and business improvement within the entire department.
In addition to the above, the Shared Contact Centre has been viewed as the potential unit suitable for recruiting skillful personnel composed of People Living with Disabilities as Contact Centre Agents as per the Shared Contact Centre Strategic document 2009/13, Strategy Scope {(d) Consolidation of Shared Contact Centre staffing plan}, and Target 8 (Preparing a comprehensive and integrated operational blue-print that shall enable the ECDoH to properly manage communication processes of National Health Insurance rollout using the already existing facilities and means by 2011).
Details approach:-
- Assessments of the nature of disabilities relevantly related to this intent versus Shared Contact Centre current and future infrastructure outlook as well as operation matrix that will enable them to perform efficiently and the Shared Contact Centre function optimally be done.
- Development of framework for recruitment process to be followed aligned to contact centre industry as well as basic level of competency required be done.
- Personnel Skills & Capacity Development Programmes in line with E. Cape Government Skills Development Agenda (ASGISA-JIPSA, Learnerships, Internships, etc. be developed specifically to cater for this group of people within the Shared Contact Centre (This will be an on-job training and orientation during induction period).
- The unit needs to be supported on building partnership with public formation representing People Living with Disabilities in South Africa, relevant training institution and other crucial stakeholders in order to enhance developmental opportunities biased to contact centre industry for People Living with Disabilities with an intention to improve services, employment opportunities and optimal functioning of the Shared Contact Centre.