Members calling AUPE offices in Edmonton and Calgary are now speaking to staff members in AUPE’s new Member Resource Centre, based at Headquarters in Edmonton. Calls to other regional offices will also soon be routed through the Centre. Member Resource Centre staff are trained to answer members’ questions, or get them to the people who can as quickly as possible.
“AUPE is one of the last large public service unions in Canada to implement a member resource centre,” said AUPE President Guy Smith. “We understand that this is a big change, but what it all comes down to is our drive to continually improve the service AUPE provides to members on a daily basis.”
AUPE Member Resource Centre staff will be able to answer many member questions, such as basic questions about their collective agreement, who to contact at their worksite, and others. However, they are also trained to know when a member issue must be passed on to an MSO, and they will ensure that the caller is directed to the right MSO at the right regional office.
If the MSO is unavailable, the AUPE Member Resource Centre staff will use member management software to take down the relevant information and prioritize the call for the MSO upon their return to the office. The software will also allow AUPE to track and document members’ experiences, which will help AUPE improve the service that members receive.
Currently, all calls to Membership Services Officers in Calgary and Edmonton are routed through the Member Resource Centre. Calls to MSOs in the rest of the province will also be routed through the Member Resource Centre before the end of the summer. Eventually, calls to all AUPE staff members will be routed through the Centre.
“As with any new technology, there will be a learning curve, and we appreciate our members’ patience as this system is implemented,” said Smith.