• Carole Katz

Contentious consequences of changes to work practices


730 Report, 22 March, 2017

This story shows how changing who does the work, and how the work is done, can be viewed very differently by different stakeholders.

Instead of counsellors taking calls at a Rape Crisis Centre, the Federal Government has introduced a triage system in which operators screen calls first, and decide which callers should be referred to specialist counsellors.

Counsellors say changes to the service are failing the people who call in. For example, callers can be asked to call back, which counsellors say puts traumatised women off, and can cause great distress. The Government says the new service is faster and more efficient.

Who is right? An independent evaluation of this work redesign could help to tease out what is really going on, and where the truth lies.

Click here for the story.


FOLLOW US

  • LinkedIn Social Icon
  • Wix Facebook page
  • Wix Twitter page
  • YouTube Social  Icon
3459BAL_Future of Work Institute logo_Ke

The Centre for Transformative Work Design

is part of the Future of Work Institute at Curtin University.

© 2020 Centre for Transformative Work Design. All Rights Reserved.