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Voice Care during the Month of Ramadan 2010

5 August 2010

Advice for contact centre staff on Voice Care during Ramadan.

Last year’s DWP Conference carried Motion 396 which is reproduced below in full.

Conference motion

'Conference supports health and safety guidance on the DWP Voice Care training which recommends Contact Centre staff drink plenty of water to ensure a sufficient intake of fluids during the working day; thus preventing long term damage to the vocal cords and the throat becoming unduly dry.

Conference is aware during the month of Ramadan, it is not permissible for Muslim members who are fasting to eat or drink during daylight hours. Conference instructs the GEC to negotiate so that members working on Contact Centres, are taken off the phones or their times reduced significantly for the duration of the fasting period and given alternate duties such as clerical work. This will prevent those fasting from developing long term damage to their health.

Conference is instructed to negotiate for implementation before the next fasting period commences on 22 August, 2009.'

Where we are

Management declined to alter its current guidance in respect of Ramadan which is published on the Diversity and Equality intranet site. Their current guidance is based on guidance from ACAS and The Civil Service Islamic Society.

ACAS guidance states 'some religions require extended periods of fasting. Employers may wish to consider how they can support staff through such a period. However, employers should take care to ensure that they do not place unreasonable extra burdens on other workers which may cause conflict between workers or claims of discrimination.'

Civil Service Islamic Society guidance states that ‘individuals must take responsibility for their own well being and mangers should be aware that fasting may cause drowsiness, loss of concentration and possible fainting. Our normal first aid procedures would apply in these circumstances and managers are responsible for ensuring that individuals who are unable to continue working are able to return safely’.

Local flexibility possible

In declining to change the current guidance or amend the Call Centre H&S Framework, DWP has made it clear that managers are already encouraged to exercise some flexibility towards staff fasting in the current guidance. It is therefore possible for members in call centres to ask to be re-deployed to non-telephone based work. However, whether such a request is granted will be a local decision and will take into account the availability of alternative work. In sites where a large number of such requests are received, the impact on service delivery and the potential for an unreasonable burden to be placed on colleagues can also be taken into account.

Conclusion

PCS members can ask for their times on the telephone to be reduced significantly or for alternative duties during the month of Ramadan. DWP guidance on Ramadan is on the internet. PCS representatives should fully support Muslim members in making such requests and encourage line managers to find ways to accommodate such requests wherever possible.

PCS reps should also be mindful of additional pressures such requests may have on other members and consider requesting easements for them also during this period.
 

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