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CSA Collective Agreement 2008-2011

info on additional pay increases for achieving CSA corporate objectives

I do remember a discussion about CSA employees working on incentives to get as much as possible out of payers. Here it is in black and white, from the Department of Human Services (check out page 8)

http://www.humanservices.gov.au/dhs/resources/publications/collective-agreement-2008-2011/csa-collective-agreement-2008-2011.pdf


My good manners prevent me from commenting on this.

Last edit: by MikeT

Babushka,
              could you please mention the paragraph(s) that reflect what you have said.
Here it is below:

The only problem is that the increase in collection will be offset by the increase in complaints!

What a joke! I sort of feel sorry for them.

Additional pay increases for achieving CSA corporate objectives
14. An additional pay increase of 0.5% will be paid with pay increase 3 if, in
the 12 months prior to the pay increase:
a) there has been an increase in either the cumulative collection rate or
the percentage of parents who meet more than 75% of their child
support liabilities;
b) there has been a reduction in customer dissatisfaction with CSA
service; and
c) there has been a reduction in CSAs average annual unplanned leave figure.
15. An additional pay increase of 0.5% will be paid with pay increase 4 if, in
the 12 months prior to the pay increase:
a) there has been an increase in either the cumulative collection rate or
the percentage of parents who meet more than 75% of their child
support liabilities;
b) there has been a reduction in customer dissatisfaction with CSA
service; and
c) there has been a reduction in CSAs average annual unplanned leave
figure.
16. In relation to Clauses 14 and 15, where not all corporate objectives are
achieved, the Secretary will approve a proportional additional pay increase
based on the number of corporate objectives achieved.
17. The Secretary may consider exceptional circumstances and award part or
all of the additional pay increases, but no less than the proportional pay
increase determined under Clause 16, where the corporate objectives are
not fully achieved.  
18. Where it appears unlikely that the corporate outcomes will be achieved the
Secretary will consult with employees, and where they choose, their
representatives, with a view to removing any impediments to non-
achievement.
Fairgo thanks for highlighting that. On a lighter side I wonder if the following (removing the impediments) is related to the infamous two Joe's comments about chasing them to the grave. :)

csa-collective arrangement-2008-2011 said
18. Where it appears unlikely that the corporate outcomes will be achieved the
Secretary will consult with employees, and where they choose, their
representatives, with a view to removing any impediments to nonachievement.


You also said
Fairgo said
I sort of feel sorry for them.

I understand that the above is little in comparison to some of what CSO's endure. I believe that in some teams up to 80% are on anti-depressants. Another that I understand to exist, is that CSO's have 2 minutes after a call to complete screen notes and that if they do not an automated alert is sent to their supervisor who is then expected to get an explanation from the CSO.

With regard to pay being linked to collection. I understand that those in the teams chasing arrears each have a monthly target of $18,000 to collect and that not collecting this amount may result in a lower pay rise.
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