Gordon Campbell | Parliament TV | Parliament Today | News Video | Crime | Employers | Housing | Immigration | Legal | Local Govt. | Maori | Welfare | Unions | Youth | Search


Call Centre audio-recording calls

Media Release
21 January 2005

Call Centre audio-recording calls

Child, Youth and Family’s National Call Centre is now audio-recording calls, General Manager Operations Lorraine Williams announced today. It’s a move that she says will improve call management at both the telephone operator and social worker level.

“Eighty per cent of notifications to Child, Youth and Family are taken by the Call Centre, and greater community awareness of child abuse and neglect means call numbers are increasing. In the year to date as at November 2004, we received close to 21,000 calls—up from just over 16,000 in the same period the previous year.

“It’s essential that we do everything we can to support our staff in handling this high level of frontline contact. Now that we have the appropriate technology in place, developed and tested for our Call Centre’s specific needs, we are ready to take this step.

“Audio-recording calls means we can better monitor the quality of our social workers’ decisions, assist in training and coaching our staff, and have an accurate and complete record of all calls handled by social workers at the Call Centre,” said Ms Williams.

The move to audio-record is the result of a review prompted by a call made by Ron Burrows in January 2003, which found that call monitoring would be enhanced if the Department implemented an audio-recording system.

Other steps taken by Child, Youth and Family since the review include manually recording and monitoring all calls handled by social workers which do not result in notifications, increased staff supervision at the Call Centre, and an enhanced induction programme for new Call Centre staff.

All calls forwarded to social workers will be recorded, as will a selection of calls to call centre telephone operators. Recordings will be archived for 15 years. All access to them requires specialised software, and will be fully logged and audited. This will ensure the recordings remain confidential.


© Scoop Media

Parliament Headlines | Politics Headlines | Regional Headlines


Minister of Finance: Plan Shows $100 Billion Infrastructure Projects

Finance Minister Bill English has today launched the Government’s Ten Year Capital Intentions Plan (CIP) which shows a pipeline of $100.9 billion worth of infrastructure projects over the next decade. More>>


Werewolf: Safe Landings Gordon Campbell on the safety challenge to the Wellington runway extension.

The safety-related legal challenge revolves around the size of the 90 metre long Runway End Safety Area (RESA) being proposed for the runway extension. More>>


Environment Commissioner: We Need To Work Together On Climate Change And Farming

“The debate around agricultural emissions and the ETS has been polarised for too long,” said the Commissioner. “But the ETS is not the only way forward – there are other things that can be done.” More>>


NZ Super Fund: Seeking To Put A Market Price On Climate Change

Oct. 19 (BusinessDesk) - The New Zealand Superannuation Fund says it will devise a set of rules to assess investment winners and losers under climate change, a strategy that could rule out fossil fuels or producers such as current portfolio member Exxon ... More>>


Rejuvenation: Parata Will Not Contest 2017 Election

Education Minister and National List MP Hekia Parata has today announced that she will not be contesting the next election. She advised the Prime Minister of her decision earlier this year. More>>

Prisons Grow: Government Approves Plans For Increased Prison Capacity

Despite significant progress in reducing crime the number of prisoners has increased faster than projected. This is because the proportion of offenders charged with serious crimes has risen, meaning more people are being remanded in custody and serving more of their sentences in prison. More>>


Gordon Campbell: On Plastic Bag Activism, And Street Harassment

Amusing to see the Act Party experiencing another outbreak of young fogey-ism. What has aroused the ire of Act Leader David Seymour this time is the introduction of a Greens private members bill to the ballot process, calling for a 15 cents levy on plastic bags to reduce pollution. More>>


Unclear Weapons: US Navy Ship Cleared To Visit NZ For Navy's 75th

United States Navy ship, the USS Sampson, has been given clearance to visit New Zealand next month by Prime Minister John Key... “The process for considering the visit by the USS Sampson is the same as that used for all ships attending the International Naval Review." More>>


Get More From Scoop



Search Scoop  
Powered by Vodafone
NZ independent news