Pros

The front line employees...they try, given the handicaps they're forced to contend with.

Cons

Upgrade and replace supervisory and management staff with competent, compassionate managers/supervisors who actually know what they are doing and care about their employees.

Advice to Senior Management

Employees are happy here under three conditions....One, if they are transferring to a different department or a different city. Two, if they are being laid off or fired, Three, if they have successfully brown-nosed their way onto management's list of favorites. Otherwise, happiness and morale don't exist. I don't dare say anything to my supervisors or managers for fear of being labeled a troublemaker and having every trick in the book used to fire me. That's the reason this is being written here. Most employees are afraid to leave because they have kids, mortgages, or both, and as a result are forced to keep their mouths shut.

What is causing this fear and loathing among us? The biggest problem is 'supervisory staff'. For starters, supervisors in this office have ONE concern...pressuring us to answer calls. They forget or ignore the fact that to properly do our jobs, we have to listen to the claimant's statement, properly and thoroughly enter the information, and no matter what, that takes time. Sometimes overtime is offered, but fewer people are taking it because we are all burned out. Supervisors and management will not help us when the call volume is higher than normal, actually most supervisors and managers don't even know how to do our jobs, never mind their own.

We all know that multi-tasking is necessary, that is not the issue. The issue here is that we do not have enough staff to do our jobs, we have antiquated computer programs to work with, and a leadership team that reacts to suggestions for improvement with open hostility.