Since before Christmas, Relate Care workers were asked to fill in a survey concerning pay and conditions.  Members of our union leafletted outside the Waterford and Tralee offices and conducted extensive outreach to engage with as many Relate Care staff as possible. While this survey is not an exhaustive reflection on how everybody thinks inside Relate Care, it does show a snapshot into a pattern.

10 questions were asked and below we share some of the results of those questions.

Q1: If there is one thing you could change, what would it be?

The majority of responses stated PAY and RESPECT needed to be improved. One worker gave a very detailed response:

“just wrecked over the way we’ve been treated this year. It’s like, we’ve all been killing ourselves working hard, and what do we get? An email from the CEO saying ‘thanks for the hard work’ and to ‘keep it up.’ That’s it. No recognition, no gesture, not even a cheap voucher or anything to show they actually care. It’s like they don’t even see us. All of us in the office have been chatting about it, and honestly, we’re just done. From now on, it’s minimum effort for minimum wage. Why would we bother putting in more when this is the thanks we get? Even the small things, like buying biscuits or soup for the break room, are a joke. It’s always the cheapest Tesco Value stuff, like they’re going out of their way to remind us how little we matter to them. I’ve been working with the company for three years now, and it’s only after getting worse. I work on the Beth Israel Lahey Health lines, and the days I have to go into the office are absolutely draining. By the time I get home to my husband, I’m completely shattered and depressed. Then I’ve to deal with the kids, and it just brings me down even more. I can’t see myself sticking with the company much longer if things stay like this. I’d much rather work full-time from home than be stuck in that kind of environment. The worst part is, we’ve no proper way to say how we feel. This anonymous questionnaire is the only chance we have to speak up without getting in trouble, and to be honest, I’m glad it’s there because there’s no other way to get heard. The communication between management and staff is shocking. We’ve got one manager in Tralee, and she’s hardly ever around. When she does show up, she just sits in her office and doesn’t talk to anyone. If she does say hello, it’s barely a word, and there’s no personality in it at all. The whole atmosphere in the office is pure negative now. No one talks to each other anymore, and why would they? There’s nothing encouraging us to be friendly or even try. It used to be grand because we all got on well, but after everything that’s happened, the mood’s completely changed. Now it’s just this attitude of ‘minimum wage, minimum effort,’ and honestly, I don’t blame anyone for feeling like that.”

Q2: Did you receive a Christmas bonus from Relate Care?

100% of responses stated they received no Christmas bonus.

Q3: Do you think Relate Care should provide a more comprehensive sick pay scheme in addition to the statutory sick pay of 5 days provided by the government?

95% of responses stated yes.

Q4: Are you treated with dignity and respect in the workplace?

53% of respondents stated yes, 47% of respondents stated no.

Q5: Do you feel your hard work is recognised by the company?

92% of respondents stated no.

Q6: Do you feel that you are able to make professional progress in Relate Care?

78% of respondents stated no.

Q7: Have you recently experienced changes to your t&c such as reduction in hours, moving around of rosters or other changes that you are unhappy with?

This question raised many issues and points of contention, but in order to avoid exposing the workers’ raising specific issues, here are the responses to some of them:

1. If you meet the criteria for a bank holiday payment, you must benefit from it in one of 4 ways: a) paid day off on that day b) paid day off within the same month c) additional day of annual leave or d) an additional days pay. If you are scheduled to work a bank holiday and subsequently ask for it off/refuse to work, you may be forfeiting the benefit you receive from the bank holiday.
2. If you are constantly being moved around from campaign to campaign – you should object in writing. If your individual objection is rejected, you should unionise so we can lodge it as a collective grievance.
3. Any enhancement in increases for maternity/parental pay can only be won through unionisation and collectively.

Q8: Do you feel your voice is heard as a worker in Relate Care?

80% of respondents stated no.

Q9: Do you think your voice would be better heard if you approached Relate Care as a union?

90% of respondents said yes.

Q10: Do you have any other comments to add? 

Here’s what some of you had to say.

• “The pay is really low and needs raise. I’m working for 3 years already and I’m still getting paid the same as new employees.”

• “The company is not interested in retaining staff. The entire business model is around short term contracts. Incremental pay increases abolished at the start of 2024. Team Captain now earns just about the same as standard staff, so what’s the point. Genuinely advise anyone that can to leave, find something better, take interviews while you’re working, do whatever it takes.”

• “We as team captains get paid a euro more than the agents. We work so hard and don’t get recognised for it. We can’t grow within the campaign. We can’t express our opinions they don’t get heard. I’d appreciate my name be anonymous to relate care for now.”

• “A meeting once a week allowing teams to discuss difficult calls would be very beneficial and help agents feel further supported. The opportunities to cross train are very good. Wages need to be higher.”

• “People on pcrs take many degrading and difficult calls, dealing with these calls we don’t have specific training for sure should be recognised and compensated for.”