Original title: Henan Federation of Trade Unions 12351 Labor Union Service Staff Hotline makes the service "have speed, temperature and strength" - (quotation)

"After helping me recover my salary arrears, return a visit to remind me to sign a labor contract" (theme)

Worker's Daily - reporter Yu Jiaxi of China Industrial Network Correspondent Ge Huijun

"12351? The boss owes me 42000 yuan of salary, can you help me get it back?"

"Don't worry, speak slowly. Where do you work?"

……

Entering the telephone room of the 12351 Labor Union Service Staff Hotline of the Henan Federation of Trade Unions, the telephone rings came and went. The customer service personnel patiently answer the call, record and answer every question of the calling staff in detail. They not only have a clear division of labor, but also answer the legal advice, labor rights and interests protection and other issues of workers who call, and also provide the best solution according to law and regulations.

This is a daily scene where staff have actively solved practical problems for employees by using the hotline since the opening of the 12351 Labor Union Service Hotline of Henan Federation of Trade Unions.

On December 12, 2023, the 12351 labor union service hotline platform of Henan Federation of Trade Unions was completed and put into operation. As of June 2, 32685 hotline service employees had generated 616 work orders, with a settlement rate of 89.94% and a return visit satisfaction of 96.3%, which saved 2.84 million yuan of economic losses for workers.

As an interconnected employee service platform of the trade union system in Henan Province, the hotline takes "employees call, and the trade union will respond" as its service commitment, "remember, get through, transfer quickly, and do well" as its service goal, and adopts the service mode of "centralized answering, immediate answering, and hierarchical handling". The service content covers employee consultation, legal services, business guidance Help and rescue, letters and complaints, opinions and suggestions, etc., to provide workers and the masses with timely and efficient channels to solve their demands.

"At present, the hotline is equipped with one supervisor, two support personnel and seven customer service personnel to provide employees with 24-hour non-stop hotline service throughout the year. At the same time, it is equipped with two special seats for lawyers on duty to provide legal advisory services for employees between 8:00 a.m. and 8:00 p.m. every day." Wu Qi, the hotline operation director, said.

It is reported that the customer service or the lawyer's desk will immediately answer the call of the policy consulting staff after they understand their demands. For the calls from the employees who need to handle the appeals, the customer service should first judge whether the appeals belong to the scope of the hotline, and then the work order commissioner should make a preliminary review and the provincial federation of trade unions should review before dispatching the orders. The dispatched unit shall sign for the receipt and judge whether to make a secondary distribution. It shall directly undertake the handling or the county/city federation of trade unions shall sign for the work order and undertake the handling. After the situation to be handled is synchronously sent back, the staff will be visited and the work order will be filed.

A few days ago, the staff received a phone call about salary arrears. Qin worked at a construction site in Hebi Baoshan Industrial Park. Before starting work, both parties agreed that after the work was completed, the project party would pay Qin 42000 yuan, but after completion, the project party did not perform the contract. Since he did not write down the IOU and payroll statement, and did not sign the labor contract, Mr. Qin failed to communicate with the project party and subcontractors for many times. So, Qin dialed the 12351 hotline of labor union service staff.

After learning about Qin's appeal, the hotline staff sent a bill to the Hebi Federation of Trade Unions to request prompt verification and handling. The Hebi Federation of Trade Unions immediately verified the situation with the Shancheng District Federation of Trade Unions where the wage arrears unit is located. During online and offline communication, the union cadres, while popularizing the law to both sides, informed the project leader of the wage arrears unit of the seriousness of malicious wage arrears in combination with the relevant cases that have been settled. After repeated communication and negotiation, the project party paid a salary of 42000 yuan to Mr. Qin half a month later.

"The hotline staff is very responsible. After helping me recover my salary, they also paid a return visit to remind me of the importance of signing a labor contract and paying social insurance. They are indeed the 'mother's family' of employees!" Qin said gratefully.

"We will work hard to ensure that workers can find trade unions at any time and anywhere through grading and classification." The relevant person in charge of the Henan Federation of Trade Unions said that the hotline will continue to improve the platform functions, optimize work processes, promote the establishment of a "trade union+justice", "trade union+human society", "trade union+emergency" collaborative mechanism, and constantly improve the hotline connection rate, the completion rate on time, and employee satisfaction, Provide employees with "speed, temperature and strength" services, and continuously improve the specialization, legalization and informatization of trade union work.