Dbp Reflective Essay

389 Words2 Pages
As a team leader with the Department of Immigration and Border Protection (DIBP), I managed a team of twelve staff, within a busy client contact centre environment known as the Melbourne Service Centre (MSC). The primary role of the MSC is to provide assistance to DIBP clients including visa processing advice. I was able to positively contribute to the MSC, ensuring that we provided high performing staff. The DIBP client service charter sets out an aim of answering 85% of calls to the department within 2 minutes. In early 2012 the MSC changed its performance targets for staff. The aim of the change was to reduce Average Handling Times (AHT) to assist DIBP in meeting the aforementioned target. Team members were wary of change and I knew that these changes could only be implemented with their acceptance. I canvassed feedback from staff to get a sense of their concerns. I found that staff felt that any changes made would make it difficult for them to achieve targets. I could clearly see that for a majority of staff the targets would be achievable and some simple techniques would assist staff to meet these.…show more content…
The methods I used to help communicate the importance of the change and provide direction to staff were: • One on one coaching sessions to communicate the changes whereby I knew I would encounter less resistance; • A group team meeting to follow up on any concerns staff had and reiterate the importance of the changes; • Keeping all meetings centred on change highly positive; • Providing a clear document to staff that explained the changes in detail; • Creating tip sheets for staff with techniques to help them meet
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