Our manifesto wish came true: we now have a direct phone number for HR to complement those which already exist for the Joint Sickness Insurance Scheme (JSIS) and the Office for the Administration and Payment of Individual Entitlements (PMO). This is a very welcome change: telephone lines with human beings available to discuss the issues you raise. We note that while this possibility to phone is neither particularly well publicised nor particularly extensively available timewise, the option does indeed exist, please make full use of it! We would love to say that we made this happen, but the eagle-eyed among you will notice that the JSIS and PMO phone lines linked above predate our document, but maybe, just maybe, we can take some of the credit for the HR phone line.
‘Personalised HR support and follow-up must be made available. Generation 2004 asks that a phone-based helpdesk and contact persons be reintroduced in parallel to the current Staff Matters online form-based system of contacting HR. A live human contact would help reduce the number of back-and-forth exchanges generated by a poor understanding of the needs of colleagues. If a picture is worth a thousand words, then we could also say that a phone conversation is worth a thousand emails.’ (Brussels 2021/22 Generation 2004 campaign manifesto, and again in Luxembourg)
Being able to quickly double check things that just don’t appear to be quite right, such as this sysper warning is so much easier than having to submit an online form and wait for an answer, though we also appreciate that answering some questions on the spot might not be an easy task. We take a moment also to note our curiosity with colleagues addressing HR, JSIS and PMO issues via Have Your Say, an imaginative use of the available tools and one that appears to have had some success!
Do you have an example of a staff matters related question that was difficult to solve via email or the staff contact forms?
As always, we would love to hear from you. Please do not hesitate to get in touch with us or leave a comment below.
If you appreciate our work, please consider becoming a member of Generation 2004.