I e n c lo se m y De c i s i o n i n t h e a b o ve c a se.

Transcription

1 I A N A, H U N T E R H U N T E R A R B I T RAT I O N S E RV I I E S LT D. 3 3 V,tA R B L E R H I ] B H T 8 S T. T H O M A S, O N TA R I B N S R 6,J 5 P H O N E : ( 5 ] 9 ) F A X : I 5 ] 9 ) ' 3 5 J u ly 2 8, J M s. M a ry A n ne K u n tz S e n io r G r i e va n ce Of i ce r O. P. S. E. U Les m i l l R o a d TO R O N TO, O n ta r io M 3 B 3 P 8, p, ',. j D ea r M s. K u n tz : Re : O. P. S. E. U., Lo ca l v. H um be r Co l le ge ; Ve s i k G rieva n ce I e n c lo se m y De c i s i o n i n t h e a b o ve c a se. I have a l so e n c lo se d my fi n a l S ta teme n t o f Acco u n t w h i c h I t ru s t yo u w i l l fi n d i n o rde r. Yo t t r u l y, i a h : n h \. H u n te r e n c l o s u re s Media tion/a rb itra tion Professiona ls e -m a i l a d d re s s : i a h u n te r@ s ym p a t i c o. c a

2 I N TH E MATTE R O F AN ARB I TRAT I O N B ETWE E N : O N TA R I O P U B L I C S E RV I C E E M P LOYE E S U N I O N, L O CA L ( h e re i n a fte r c a l le d t h e U n i o n ) - a n d H U M B E R C O L L E G E ( h e re i n a ft e r c a l l e d t h e C o l l e g e ) - a n d C LAS S I F I CAT I O N G R I EVA N C E O F E N D E L V E S I K ( he re i n a fte r ca l l e d t he G r ievo r) S O L E A R B I T RATO R P rofe s s o r l a n A. H u n te r A P P EA RA N C E S : FO R T H E U N I O N : M s. M a ry A n n e K u n t z, S e n i o r G r i e va n ce Of i ce r F O R T H E C O L L E G E : M r. D a n i e l M i c h a l u k, C o u n s e l A R B I T RAT I O N H EAR I N G S W E R E H E L D I N TO R O N TO, O N TA R I O O N JA N UA RY 1 2, MAY 2 6 A N D 2 7, ; F I NA L S U B M I S S I O N S BY C O N F E R E N C E CA L L O N J U LY 1 9,

3 2 AWA R D ( 1 ) B a c kg ro u n d O n Ma rch 30, I wa s ap po i n te d a s a r b i t ra to r w i t h a hea r i ng s che d u le d fo r S ep tem be r 24, P u rs u a n t to A rt i c le re ce i ved w r i tte n b r ie fs from t he pa rt ie s. O n exam i n a t io n of t he b r i e fs i t b e ca me a p pa re n t t ha t ( a ) t he re wa s n o a g reeme n t o n t he co n te n t o f t h e P. D. F. ; (b) e l eve n ( 1 1 ) of t h e twe l ve ( 1 2 ) j o b fa ct o rs we re i n d i s p u t e ; a n d ( c ) t he d i spa r i t y betwee n t he p a rt ie s o n t he jo b fa cto rs excee ded two h u n d re d ( ) po i n ts. A l l o f t h i s s u gge ste d to me t h a t t he pa rt ie s had no t made a se r io u s a ttem p t to na rrow t he a re a s of d i sp u te. I s p o ke w i t h t he part ie s a nd re q ue s ted t ha t t he y mee t o n Se p tem be r 24, a nd a ttem p t to na r row t he i s s ue s. T h e part ie s me t o n Se p tem be r 24, ; o n N ovem b e r 4, I wa s a d v i s e d t ha t n o p ro g re s s h a d b e e n m a d e. I co n d u cted a rb i t ra t i o n hea r i n g s i n To ro n to, O n ta r io o n Ja n u a ry 1 2, May 26 a nd 27, , a nd a co n fe re n ce ca l l fo r f i na l a rg u m e n t o n J u l y 1 9, I a m i n d e b t e d to M s. M a ry A n n e K u n t z, from O. P. S. E. U., a n d to M r. D a n i e l M i cha l u k, w h o a p pea re d fo r H u m be r Co l le ge, fo r t he i r ab le p re se n ta t io n o f t h i s ca se.

4 3 (2 ) Overview of the Position T he G r i evo r, M r. E n de l Ve s i k, i s a S u p po rt Se rv i ce Te c h n i c i a n a t H umbe r Co l le ge's I n fo rma t io n Te ch no lo g y De p a rtme n t a t t h e L a ke s ho re Cam p u s. Te c h n i c ia n s p ro v i de o n s i te te ch n i c a l s upport to s t af a n d st u de n ts a t H um be r Co l le ge. W i t h i n t he I n fo rm a t io n Te c h no lo gy Depa rtme n t, Te c h n i c ia n s pe rfo rm se rv i ce fu n ct io n s s u ch a s i n s t a l l new comp u te rs, t ro ub le s h oo t a n d re pa i r ex i st i n g ha rdwa re a n d so ftwa re, a nd p re ve n ta t i ve m a i n te n a n ce. T he De partme n t u se s a " t i c ke t " sys tem ; w he n a te c h n i c a l p rob le m i s re porte d to t he H e l p De s k (w h i c h i s at Ma i n C a m p u s ), a " t i c ke t " (Co l le ge B r ie f, Tab G ) i s ge ne ra te d a nd t he " t i c ke t " i s a s s i g ne d to a Te ch n i c i a n to de a l w i t h. T h e t i c ke t i n d i c a te s w ho i n i t ia te d t he re q ue st ( "O pe n by"), a "S um m a ry" of t h e p ro b lem, a n d t he name of t he Te c h n i c i a n (e. g. Ve s i k ) to w hom i t i s a s s i g ne d. T he t i cke t a l so a s s ig n s a p r i o r i t y to t he re q ue s t o n a s c a le ra n g i ng from! (m o s t se r io u s ) to 5 ( lea s t se r io u s ). T he a s s i g n me n t of p r io r i ty i s ma d e by t he He l p De s k a ge n t w ho re ce i ve d t he ca l l. T he P. D. F. re fe rs to a n u m be r o f ro u t i ne ta s k s pe rfo rme d by t he po s i t io n : se tt i ng up wo r ks ta t i o n s ( pa ge 6 ) ; i n s ta l l i n g softwa re ( pa ge 7 ) ; reme d y i n g p r i n te r jam s ( pa ge 8 ) ; imag i ng o r re - im a g i n g com p u te rs (page 9 ) ; a n d ma i n t a i n i ng i n ve n to ry re co rd s (p a ge 1 1 ). T he Te ch n i c ia n i s t he fro n t- l i ne se rv i ce p rov ide r ; ma ny o f t he t i c kets dea l t w i t h a re ro u t i ne i n n a t u re. B u t t he re i s a l so a t ro u b le s h oo t i n g compo ne n t to t he po s i t io n i n w h i ch t he Te c h n i c ia n m us t a s certa i n a n d dea l w i t h mo re com p lex p ro b lem s. I f he ca n no t fi x i t rea d i l y, he refe rs t he p rob lem to a C o - O rd i n a to r o r a m o re s pe c ia l i zed I. T. a rea w i t h i n t he Co l le ge, o r he ma y re comme n d t ha t t he ha rdwa re be se n t o u t s i d e t he Co l lege fo r rep a i r.

5 I n t he U n io n b r ie f, t he G r ie vo r p ro v i de d h i s ow n twe n ty-f i ve (2 5 ) p a ge P. D. F.. I ha ve rea d i t. F rom t he ev ide n ce i t i s c lea r to me t ha t, w h i le no P. D. F. c a n ca p t u re eve ry n ua n ce a n d s u b t lety o f a ny po s i t io n, t he Co l l e ge P. D. F. i s ge ne ra l l y mo re a cc u r a te a n d m o re i n co n fo rm i ty w i t h t he o ra l ev i de n ce i n d e s c r i b i n g t he S up po rt Se rv i ce Te c h n i c i a n po s i t io n t ha n t he P. D. F. p ro v ided by t he G r ievo r. 4 M r. Ve s i k ' s p re - h ea r i n g s ubm i s s io n to me a l so co n ta i ne d a let te r (A u g u s t 3 1, ) i n w h i c h he a s se rts t ha t he i s no t a Te c h n i c ia n b u t ra t he r a Te c h n o lo g i s t. I n e ffe ct, he wa s a s k i n g, t h ro u g h a rb i t ra t io n, to be re c la s s i fie d i n to a d i ffe re n t po s i t io n. I do no t be l ieve t ha t a n a rb i t ra to r u n de r t he jo i n t c la s s i f i c a t io n sys tem ado p te d by t he p a rt ie s h a s a u t ho r i ty to do t hat ; b u t e ve n i f I d id ha ve t ha t a u t ho r i t y, t he ev ide n ce d i d not s u p port t ha t re s u l t. I t u r n now to t he sp e c i fi c j o b fa cto rs. (3) J o b F a cto rs Ag re e d O n l y two (2 ) jo b fa cto rs we re a g ree d : J o b F a cto r L e ve l P o i n t s l B. Ed u cati o n C om m u n i ca t i o n 3 7 8

6 5 (4 ) J o b F a c to rs i n D i s p u te Bot h t he G r ievo r a nd h i s S u pe rv i so r (a t the da te of t he g r ieva n ce, M r. Rya n B u rto n ) te s t i fie d. Ea c h wa s q ue s t io n e d by M s. K u n tz a n d M r. M i c h a l u k, a n d, to a l im i te d e xte n t, b y me. I fo u n d t h i s o ra l ev i de n ce he lpfu l i n com i n g to my de c i s io n o n t he d i s p u te d jo b fa cto rs. 1 A. E d u cat i o n T h i s fa cto r loo k s a t t he leve l o f fo rma l e d u c a t io n re q u i re d ; i t co n s i de rs a l so ad d i t io n a l e d u ca t io n beyo n d t he s co pe of t he fo rma l e d u ca t io n re q u i red. I t exam i n e s t he m i n im um fo rm a l e d u ca t io n req u i re d to pe rfo rm t he po s i t io n re s po n s ib i l i t ie s. T he Co l lege h a s ra ted t h i s fa ct o r a t Leve l 3 : "2 yea r d i p loma o r e q u i va le n t ". T he U n io n h a s ra ted t h i s fa cto r a t Leve l 4 : " 3 yea r d i p l om a /de g ree... ". I note, fi rs t, t h a t t he Co l le ge P. D. F. s pe c i fie s a " 2 yea r d i p loma o r eq u iva le n t " a s t he m i n i m u m re q u i remen t. S e co n d, I a g re e w i t h t h e C o l l e g e s u bm i s s i o n t h a t E d u c a t i o n ( I A ) m u s t be rea d i n co nj u n ct io n w i t h 1 B ; u n de r E d u ca t io n 1 B t he pa rt ie s ha ve ag ree d t ha t t he re may be a d d i t io na l e d u c a t io n a l req u i reme n t s o b ta i ne d by co u rse s u p to o ne h u nd re d ( ) ho u rs. W he n o ne co n s ide rs a l l a s pe ct s o f t he P. D. F. i t i s c lea r t hat H u m be r Co l l e ge's re q u i reme n t fo r t he Te ch n i c ia n po s i t io n i s : ( 1 ) a 2 yea r d i p l om a o r e q u i v a l e n t i n com p u te r s c ie n ces ;

7 6 (2 ) (3) ce rt i fi ca t io n i n I. T. L. Fo u nda t io n s ; a nd o n e ( 1 ) ye a r o f re late d e x p e r ie n ce "... i n a fa s t- p a ce d e n v i ro n m e n t p ro v i d i n g o n -s i t e te c h n i c a l ( h a rdwa re a n d softwa re ) s u p p o rt " ( P. D. F. ). T h e e v i d e n ce e s ta b l i s h e d to m y s a t i s fa c t i o n t h a t t h e s e a re re a s o n a b l e, m i n ima l re q u i re m e n ts fo r t h e Te c h n i c i a n p o s i t io n a t H u m b e r C o l l e g e. T h ro u g h t h e U n io n b r i e f, t h e G r ievo r m a d e t h e s u bm i s s io n t h a t t h e Te c h n i c i a n p os iti o n wa s "q u i te s im i la r" to a n I. T. S p e c ia l i st p o s it io n, a n d t h e refo re E d u cat i o n 1 A s h ou ld be rated at Level 4. Th is subm ission was not supported by the evidence a nd I rej ec t i t. T h e I. T. S p e c i a l i s t p o s i t i o n a t H u m b e r C o l l e ge i s i n a s e p a ra te s c h o o l ; S c h o o l o f M e d i a S t u d ies a n d i n fo rm a t i o n Te c h n o l o g y. T h e d u t ies re q u i re d of a n I. T. S p e c i a l i s t (e. g. "... d e ve l op i n g e n a b l i n g tech n o l o g ies... i n teg ra t i n g t h e se rv i ce s req u i re d i n a n e n te rp r i s e co m p u t i n g e n v i ro n m e n t... " ) h a ve n o p a ra l le l i n t h e d u t i e s of a S u p p o rt S e rv i ce Te ch n i c i a n. As M r. B u rto n p u t i t i n h is evi d e n ce : "Yo u a re compa r i n g ap p l e s a n d o ra n g e s ". T h e G devo r c l a im e d t h a t a n e a r l ie r P. D. F. fo r t h e p o s i t i o n h a d i n c l u d e d a 3 ye a r d i p l om a req u i rem e n t. Th is was n eve r p rove d. W h e n I a s ked t h e G rievo r wh at s p ecifi c 3 ye a r d i p l om a h e t h o u g h t s h o u ld b e th e m i n im um fo rm a l e d u c at i o n req u i rement, h e a n swe red " C o m p u t e r E n g i n e e r i n g o r E l e c t ro n i c s ". T h e G r i e v o r d o e s n ot h ave t h is 3 yea r d i p l om a, n o r wa s th e re ev id e n ce t h at ot h e r H um b e r S u p p o rt S e rv i ce Te c h n i c i a n s h a ve i t. Yet, o n t h e e v id e n ce, h e (a n d t h e y ) a re fu l l y ca p a b l e of s a t i sfa cto ry pe rfo rm a n ce.

8 By co n t ra s t, M r. Rya n B u rto n ( C l ie n t Se rv i ce s M a nage r) te s t i f ied t hat he ha d h i red fo u r (4 ) to s i x (6 ) S up po rt Se rv i ce Te c h n i c ia n s s i n ce a s s um i ng h i s po s i t io n i n De cem be r A l l h a d 2 yea r d i p loma s, a n d o ne ( 1 ) yea r of re la ted e xpe r ie n ce, a n d he wa s com fortab le w i t h t ha t a s t he m i n im u m req u i reme n t. T he o ne ( 1 ) yea r ex pe r ie n ce re q u i reme n t, he e x p la i ne d, m i g h t b e ob ta i n e d i n a Co l lege o r s im i la r fa c i l i ty, o r i n a Te c h b u s i ne s s (e. g. Gee k S q u a d ). He a l so ex p la i ne d, i n som e d e ta i l, w h y He l p De s k a g e n t s re q u i re a b roa de r ra n g e of te c h n i ca l e xpe r ie n ce to d o t h e i r fu n ct i o n s. 7 I am s ati sfi ed th at th e Co l le g e ' s rat i n g of Ed u c at i o n 1 A i s co rre ct. E d u c a t i o n ( 1 A) - L e ve l P o i n t s 2. E x p e r i e n ce T h i s fa cto r mea s u re s t he ty p i c a l n u m be r o f yea rs ex pe r ie n ce, i n a dd i t io n to ed u c a t io n, re q u i re d to pe rfo rm t he d u t i e s of t he po s i t io n. T he Co l l e ge h a s ra te d t h i s fa cto r a t Le ve l 2 : "M i n im u m 1 yea r ". T he U n io n ha s ra te d t h i s fa cto r at Le ve l 3 : " M i n im um 2 yea rs ". T h e M a n u a l s a ys t h a t I s h o u l d co n s i d e r t h e "... m i n i m u m t ime re q u i re d i n p r i o r po s i t io n s to lea r n t h e te c h n i q ue s, met h o d s a n d p ra ct i ce s ne ce s s a ry to pe rfo rm t h i s j o b... ".

9 T he P. D. F. na rrows d ow n t he k i nd of e xpe r ie n ce t he Co l le ge see k s : " M i n im um o f o ne yea r ex pe r ie n ce i n a fa s t - p a ce d e nv i ro n me n t p ro v i d i n g o n - s i te te ch n i c a l ( h a rdwa re a n d so ftwa re ) s u p po rt " ( pa ge 5 ). 8 As p rev io u s l y me n t io ne d, M r. B u rto n g ave s pe c i f i c e xam p le s o f t he k i nd of exp e r ie n ce t h e C o l l e g e wa s l o o k i n g fo r a n d w h e re s u c h ex p e r i e n ce m i g h t b e a c q u i red. T he Te c h n i c ia n i s t he fi rs t- s te p H u m be r re s po n de r to te c h n i c a l p rob lem s. I f I co n s i de r som e examp le s g i ve n i n t he P. D. F. (e. g. se tt i ng up new wo r k sta t io n s ( pa ge 6 ) ; reme d y i n g p r i n te r jam s ( page 8 ) ; d e p lo y i n g wo r k s ta t io n s i n l ab s ( pa ge 1 0 ) ), some of t h e wo r k req u i re d i n t h e p o s i t i o n m u st b e co n s i d e re d ro u t i n e a n d b a s i c. T h e re i s a l s o a " t ro u b l e s h o o t i n g " c o m p o n e n t t o t h e p o s i t i o n. H owe v e r, i t wa s t h e ev i de n ce o f M r. B u rto n, t he G r ie vo r ' s S u pe rv i so r, t h a t t he se fu n ct io n s wo u l d q u i te e a s i ly b e p e rfo rm e d b y Te c h n i c i a n s w i t h o n e ( 1 ) ye a r ' s e x p e r i e n c e. Eve n fo r t h e exam p le s p ro v i de d by t he G r ievo r i n t he U n io n B r ie f ( cf. E v i de n ce #2 ), I am co nv i n ce d t h a t o ne ( 1 ) yea r o f e xpe r ie n ce wo u l d be a d e q ua te to dea l w i t h mo st, i f n ot a l l, of t h o s e. W he n I a s ke d t he G r ie vo r w ha t new ex pe r ie n ce a se co nd yea r wo u l d p ro v i de t hat wo u ld n ot be e n co u n te re d i n t he fi rst yea r, he co u l d g i ve no exam p le s. W he n I a s ke d d i re ct l y : "Wo u l d t h e ex p e r ie n ce g a i n e d i n a seco n d ye a r b e q u a l i ta t i v e l y d i ffe re n t from t he e xpe r ie n ce ga i ne d i n t he fi rs t yea r? ", he a n swe re d " N o ".

10 9 T h e C o l l e g e h a s e va l u a ted E x p e r i e n ce a t Le ve l 2, 2 4 p o i n ts. I h o l d t h a t t h i s i s co r re ct. E x p e r i e n ce - Leve l P o i n t s 3. A n a l ys i s a nd P rob lem So l v i n q T h i s fa cto r mea s u re s t he leve l of com p le x i ty i nvo l ve d i n a n a l ys i n g s i t ua t io n s, i n fo rm a t io n o r p ro b lem s of va ry i ng leve l s of d i ff i c u l ty. T h e C o l le g e h a s ra te d t h i s fa c to r a t Leve l 2 : " S i t u a t i o n s a n d p r o b l ems a re e a s i l y ide n t i f ia b le. A na l ys i s o r p ro b le m so l v i n g i s s t ra i g h tfo rwa rd. So l u t io n s may req u i re m o d i f i ca t io n of ex i s t i n g a l te r n a t i ve s o r pa s t p ra ct i ce s. " T he U n io n h a s rate d t h i s fa cto r at Leve l 3 : " S i t uat i o n s a n d p rob lem s a re i d e n t i f ia b le, but may require further inquiry in order to define them precisely. Solutions require t h e a n a lys i s a n d co l l ect i o n of i nfo rm ati o n, s om e of wh i c h m ay be o bta i n e d from a re a s o r re so u rce s w h i ch a re no t no rma l l y u se d by t he po s i t io n. " T he U n i o n a l so p ro po se s a n O c ca s io n a l ra t i n g at Le ve l 4. Le ve l s 2 spea k s o f "ea s i l y i d e n t i f iab le " p ro b lem s ; Le ve l 3 re q u i re s " furt he r i n q u i ry " i n o rd e r to p re cis e ly d efi n e t h e p ro b l em. F rom t h e G rievo r ' s ev id e n ce, I am s ati sfi e d t h a t t he p ro b lem s he e n co u n te rs a re ea s i l y i de n t i f ia b le ; some (a m i no r i ty) d o re q u i re " f u rt he r i nq u i ry" to p re c i se ly d e fi ne.

11 B u t t he " so l u t io n s " d o not u s ua l l y req u i re t he Te c h n i c ia n to " co l le ct ot he r i n fo rm at io n " from, say, ot he r depa rtme n ts. At page s 6-8 of t he P. D. F. t he re a re t h ree (3) reg u la r a n d re c u rr i n g exam p le s of p ro b lem so l v i n g ; t he se, i n my v iew, a re em b ra ce d w i t h i n Leve l 2. T he re a re a l so two ( 2 ) " o c ca s io n a l " e xam p le s g i ve n (jam me d p r i n te r ; s t u de n t i n ap p rop r iate l y u s i n g w o r k sta t io n ) ; bot h of t he se exam p le s a re a deq ua te ly em b ra ce d at Leve l 2. t 0 T he " t ro u b le s hoo t i ng" a s pe ct o f t he G r ie vo r ' s po s i t io n com e s c lo se s t to s ug g e s t i n g Leve l 3. B u t, u po n re fle ct io n, I h ave co n c l u d e d t ha t Le ve l 2 i s co rre ct ; fi rs t, t he Te c h n i c i a n ha s ava i la b le ce rta i n a i d s (e. g. K now n E rro r d a ta ba se ; K n ow le d ge So l u t io n s databa se) to a s s i s t h i m. Mo re im porta n t, Co l le g e po l i cy i s t ha t i f a Te c h n i c ia n ca n no t q u i c k l y a n d s imp l y ha n d le t he " t i c ke t" p ro b lem, t hey a re to ( a ) refe r th e p ro b l em to s om eo n e e l se ( e. g. t h e C o -o rd i n ato r o r a n ot h e r C o l l eg e re so u rce) o r ha ve t he ha rdwa re se n t o u t fo r re pa i r. T he Te c h n i c ia n i s t he fi rst- s tep re s po nd e r ; i f t h e p ro b l em so l v i n g i s n ot b a s i c, i t i s t h e T e c h n i c i a n ' s j o b t o refe r i t e l sew he re a n d mo ve o n to do some t h i ng e l se. T he G r ie vo r d e fi ned t he " g i st " o f t he t ro u b le s ho o t i ng re q u i re d i n t h ree ( 3 ) s te p s : ( 1 ) I d e ntify th e p rob l em ; (2) Try a p o s s i b l e so l utio n ; a nd ( 3 ) I f t h at s o l u t i o n d o e s n ' t wo rk, try someth ing else. H is evide nce was th at e ig hty ( 80% ) to eig hty -five perce nt ( 8 5%) of t he " t i cket " ha rdw a re o r softwa re p ro b lem s, he c a n re so l ve. T h i s, I co n c l u d e, i s be ca u se t hey a re ba s i c, re c u rr i n g ty pe p ro b lem s. T ho se p ro b lem s t ha t he ca n not re so lve he refe rs (b y se nd i n g t he t i c ke t b a c k to t he He lp De s k), a n d from t he re o n to o ne of t he Co l le ge's s pe c ia l i ze d De partme n ts (e. g. Netwo r k ; Ma i n frame ; Co n fi g u ra t io n Ma na geme n t, etc. ).

12 I s u g g e ste d to t h e G r i evo r t h a t i n s u c h c a ses h e wa s l i ke a g e n e ra l m ed i c a l p ra ct i t io ne r refe r r i n g a com p lex o r b a ffl i ng p ro b lem to a s pe c ia l i s t. H e a c cepted t h a t a s " a fa i r a n a l o g y ". 1 1 T he re wa s not h i n g i n t he ev ide n ce to s u gge s t a re q u i reme n t fo r " a n a l y s i s a nd co l le ct io n of i n fo rma t io n, some of w h i c h m ay be obt a i ne d from a rea s o r re so u rce s w h i ch a re no t n o rm a l l y u se d by t he po s i t io n ". T h i s i s o ne i n d i cato r of Le ve l 3. F rom t he ev i de n ce of t he G r ievo r, a n d h i s S u pe rv i so r, M r. B u rto n, I f i nd t h a t A na lys i s a n d P ro b lem So l v i n g req u i red i n t he po s i t io n i s Le ve l 2. A na l ys i s a n d P rob lem So l v i n g - Leve l 2-46 P o i n ts 4. P l a n n i n g /C o o rd i n a t i n g T h i s fa cto r mea s u re s o rg a n i zat io n a l a n d /o r p roje ct ma n a geme n t s k i l l s re q u i re d i n t he po s i t io n. T he C o l le ge h a s ra te d t h i s fa cto r a t Leve l 2 : " P l a n /coo rd i na te a ct i v i t ie s a nd re so u rce s to com p lete ow n wo r k a nd a ch ieve o ve r la p p i n g dea d l i ne s. " T he U n io n p ropo se s Leve l 3 : " P la n /coo rd i na te a ct i v i t ie s, i n fo rm a t io n o r ma te r ia l to e n a b le com p l eti o n of ta s ks a n d e ve nts, wh i c h affe ct the wo rk sc h ed u le of ot he r em p l oye e s. "

13 T he M a n u a l ( pa ge 1 6 ) c la r i f ie s t h a t Le ve l 2 po s i t io n s a re typ i ca l l y fo cu s sed o n com p le t io n of a s s i g ned a c t i v i t ie s w i t h i n e s tab l i s hed dea d l i ne s. T h i s exa ct l y d e s c r i be s t he G r ievo r ' s d ut ie s, a s a s s ig ne d o n t he " t i c ket" sys tem w h i c h g ive s ea ch a s s i g n me n t a p r io r i ty rat i n g. By co n t ra s t, Leve l 3 e n v i s a ge s p la n n i n g a nd coo rd i n a t io n t h at a ffe cts t he wo r k s c h e d u le of o t he r em p loyee s. T h e re wa s l i tt le ev ide n ce o f t ha t i n t h i s ca se, a l t h o u g h t he G r ie vo r d i d a l l u de to pote n t ia l s t u de n t d i s r u pt io n w he n com p u te r e q u i pme n t i s rep l a ce d o r re co n f i g u re d fo r a l ab. Howeve r o n t he re lat i ve ly ra re o c cas io n s w he n t h i s m u st do ne, i t i s sc he d u le d befo re c la s se s be g i n ( u s ua l l y i n t he s umme r mo n t h s ). 1 2 T he G r ie vo r e s t im ate d t ha t a bo u t twe n ty- fi ve pe rce n t ( 2 5 % ) o f h i s wo r k h a d t he po te n t ia l to a ffe ct t he s c h e d u le s of ot he r emp lo yee s ; fo r t he mo s t p a rt, h owe ve r, t h i s wa s t he sc he d u le of t he em p lo yee w ho se com p u te r he wa s wo r k i n g o n. T h e G devo r ge ne ra l ly p la n s a n d coo rd i n a te s h i s ow n wo r k, b u t t ha t i s do ne w i t h i n t he " t i c ke t" p r io r i ty sy s tem. T h e G r ievo r ' s d a i l y t a s ks a re pe rfo rmed w i t h i n m i n ima l d i re ct io n o r ove rs i g ht from h i s S u pe rv i so r, b u t t h i s i s be ca u se t he p r io r i t i z i n g o f t he wo r k i s d o ne a t t h e He l p De s k a n d h a s b ee n a s s i g ned be fo re t he " t i c ke t " rea che s t h e G r i e vo r. I h ave co n s i d e re d t he G r ievo r ' s e v ide n ce abo u t re co n fi g u r i n g o r re - i m a g i n g com p u te r la bs a t t he La ke s ho re Cam p u s ; s u ffi ce to sa y t ha t t h i s ev i de n ce d i d no t, i n m y o p i n io n, ta ke t he p o s i t io n to Le ve l 3. T h e re wa s n o e v i d e n ce to p e rs u a d e m e t h a t t h e C o l l e g e ' s e v a l u a t i o n of t h i s fa ct o r was i n e r ro r.

14 1 3 P la n n i n g /C oo rd i n at i n g - Leve l P o i n ts 5. G u i d i n g /Ad v i s i n g O t he rs T h i s fa cto r re fe rs to a s s i g ne d re s po n s i b i l i t y to g u i de o r a d v i se o t he rs ( i. e. em p loyee s, st ude n ts, c l ie n ts ). I t me a s u re s somet h i ng o ve r a nd beyo nd t he com m u n i cat io n i n he re n t i n a ny Co l le ge s u p po rt s taf p o s i t io n. T he Co l le g e ha s ra te d t h i s fa cto r a t Leve l 2 : " G u i d e o t he rs so t he y ca n com p le te sp e c i fi c ta s k s. " T he Co l le ge p ro po se s a n O c ca s io na l ra t i ng o f Leve l 3 : "Ad v i se o t he rs to e nab le t hem to pe rfo rm t he i r d a y- to-d ay a ct i v i t ie s. " T he U n io n p ro po se s Leve l 3 ( sup ra ) w i t h a n O c ca s io na l ra t i n g of Le ve l 4 : " G u i de/a d v i se o t he rs w i t h o n go i n g i nvo lveme n t i n t he i r p ro g re s s. " [T h e G r ie vo r ' s le tte r to me (A ug u s t 3 1, ) p ro po se d Le ve l 5 b u t, w i se l y, t he U n io n d id n o t p u rs u e t h at. ] T he P. D. F. j u s t i f ie s t he Co l le ge ra t i n g ( i. e. Re g u la r 2 ; O c ca s io na l 3 ) by s ta t i ng : "Te c h n i c ia n se rve s a s co a ch a n d me n to r to 3-5 i n te r n s ". I n t he se c ase s, t he Te ch n i c ia n ma y "... p ro v i de d i re ct io n w he n i n te r n s r u n i n to some t h i n g u nex pe cte d i n t h e f i e l d ". T he e v i de n ce of t he G devo r wa s t ha t he re g u la r l y t r a i n s bo t h i n te r n s a nd wo r k- s t ud y st u de n ts o n how to u s e s pe c i f i c so ftwa re a n d h a rdwa re a n d o n how to pe rfo rm d ia g n o s t ic te st i ng. H i s S u perv i so r, M r. B u rto n, te s t i f ie d t ha t t he G r ie vo r wa s no t

15 i nvo l ve d i n t ra i n i n g i n te r n s o r wo r k-s t udy s t ud e n ts. H e m a y, o n o c c a s i o n, wo rk a lo ng s i de t hem o n a la rge p roje c t (e. g. re - eq u i p p i n g a lab ) b u t he g i ve s t hem n e i t he r d i re ct io n no r i n s t r u ct io n, no r doe s he i n a ny way e va l uate t he i r wo r k. 1 4 T he M a n ua l (p age 1 8 ) a dv i se s Rate rs t ha t Leve l 3 a pp l ie s to " i n vo l ve me n t... of a n ad v i so ry n a t u re a n d t he po s i t i o n i s no t re s po n s i b le fo r how t h o se a dv i sed s u b se q ue n t ly com p le te t h e i r ta s ks ". I n a se n se he i s i nvo lve d i n t ra i n i n g i n te r n s o r wo rk- s t u d y s t u d e n ts, b e ca u se o n o cca s io n he w i l l wo rk a lo n g s i de t hem o n a b i g p roje ct (e. g. re - e q u ip p i ng a la b ). B u t t he G r ie vo r d oe s not d i re ct t he i r wo r k, no r i n s t r u ct o r i n a n y way eva l u a te t h e i r p e rfo rm a n ce. T he G r ievo r doe s n o t pe rfo rm t h i s fu n ct io n n ow. At t he d a te o f t h e g r ie va n ce (A u g u s t ) a nd u nt i l t he Co l le ge a dop te d t he ALT I R I S so ftwa re de ve lopme n t p ro g ram u sed to re - ima ge comp u te rs, t he G r ievo r wo rke d a lo n g s i d e i n te r n s o r wo r k s t u d y s t u d e n t s o n m aj o r p roj e c t s. B u t eve n t h e n h i s p o s i t i o n wa s n ot of a n "ad v i so ry " na t u re, a l t ho ug h he m ig h t dem o n s t ra te a p ro ce s s o r te ch n iq ue fo r t h e m. S i n ce t he new ALT I R I S sys tem c ame i n ( a bo u t two ( 2 ) yea rs a go ) M r. B u rto n wa s c lea r t ha t t he G r ie vo r doe s n ot g u i de o r ad v i se a ny i n te r n s o r wo r k- st u dy s t u de n ts. W h i le i n t he ra re ca se o f a n eme rge n cy (w h i c h m i g h t ha ppe n o n ce o r tw i ce a ye a r ) t he G r ievo r ma y wo rk a lo ng s ide s u c h st u d e n ts, fo r t he mo s t part t he G r ie vo r wo r k s a lo ne. A s a " p i l o t p roje ct " t he Co l le ge d i d h i re a st u d e n t ( B r ia n S t ro ng) to "wo r k o ff t he G r ie vo r ' s [t i c ket] q ue u e " from Ja n u a ry to A p r i l, E ve n t h e n, M r. B u rto n s t re s s e d, t he G r ievo r wa s no t re s po n s i b le fo r a s s i g n i ng wo r k, o r fo r g u i d i n g o r ad v i s i n g M r. S tro n g.

16 T he ev i de n ce befo re me s u p po rts t h e Co l l e ge's ra t i n g : Re g u l a r Le ve l 2 ; O c ca s io n a l Leve l G u i d i n g /Ad v i s i n g O t he rs - Re g u la r - Le ve l 2 - O cca s i o n a l - Leve l P o i n ts 3 P o i n t s 6. I n d e p e n d e n ce o f Act i o n T h i s fa cto r mea s u re s t he le ve l of i n depe nde n ce o r a u to nomy i n t h e po s i t io n. Ra te rs s ho u l d co n s ide r " t he p a rame te rs a n d co n s t ra i n t s of t he po s i t io n w i t h i n w h i c h t he i n c u m b e n t i s fre e to a c t ". T he Co l lege ha s ra te d t h i s fa cto r a t Leve l 2 : " Po s i t i o n d u t ie s a re com p le ted a cco rd i n g to e st ab l i s he d p ro ce d u re s. D e c i s io n s a re made fo l low i ng s pe c i f i c g u i d e l i ne s. C h a n ge s may be m a de to wo r k ro u t i ne ( s ). " T he U n io n ra te s t h i s fa cto r a t Leve l 3 : " Po s i t io n d u t ie s a re com p le ted a cco rd i n g to ge ne ra l p ro ce s se s. D e c i s io n s a re m ade fo l low i n g ge ne ra l g u ide l i ne s to dete rm i ne h ow tas k s s h o u ld b e c om p l e te d. " T he M a n ua l c la r i f ie s t ha t Leve l 2 po s i t io n s a re l im i te d to de fi n i n g t he o rde r o r seq ue n ce i n w h i c h ta s k s o r d u t ie s s ho u l d be p e rfo rme d. Le ve l 3 po s i t io n s se le ct t he p ro ce s s (e s ) to a ch ie ve t he e nd re s u l t ( pa ge 2 0 ).

17 I a s ke d t he G devo r w ho de te rm i ne s t he s e q ue n ce i n w h ic h h i s d u t ie s w i l l be pe rfo rme d. H e c l a im e d t ha t he d i d be c a u se " 1 k now t he Depa rtme n t a n d I k now t he com p u te rs ". I a cce p t t h i s, b u t o n t he ev ide n ce, i t i s t he " t i c ke t " t ha t de te rm i ne s t he p r io r i ty o f t he G r ievo r ' s a s s i g n me n t s. T h e G r ie ve r com p le te s h i s a s s i g n me n ts by fo l low i ng e s t a b l i s hed p ro ce d u re s. He m a y m a ke cha n ge s to h i s wo r k ro u t i ne s, b u t t he po s i t io n d oe s no t re a ch t he le ve l of a u to n omy o f Le ve l I n h i s e v i de n ce, t he G r ievo r c la imed t h a t a bo u t f i fte e n pe rce n t ( 1 5%) of h i s wo r k wa s gove r n e d by i nq u i r ie s o r re q ue s t s m a de d i re ct l y to h im ( c a l le d i n t he t rade " am b u s he s ") t ha t d i d n ot come t h ro u g h t he He l p De s k. To t he ex te n t t h a t t h i s i s t r ue, t h i s i s co n t ra ry to h i s S u pe rv i so r ' s d i re ct io n s a n d to Co l le ge po l i c ie s. M r. B u rto n e la bo rated a t some le ng t h a s to w hy t he Co l l e ge m u s t e n fo rce t he t i c ke t p o l i cy. M s. K u n t z, i n f i n a l s u bm i s s i o n s, s u g g e s t e d t h a t " M r. Ve s i k i s a l l a b o u t se rv i ce ; M r. B u rto n i s a l l abo u t p ro ce s s ". I do not a g ree w i t h t h i s. M r. B u rto n, i n m y op i n io n, em p ha s i ze d t he im porta n ce of p ro ce s s p re c i se l y be ca u se he be l ieve s i t w i l l m a x i m i ze c u s tome r se rv i ce. T he re a re s pe c i fi c " t i c ke t " p ro ce s se s i n p l a ce p re c i se l y to e n s u re t h a t s erv i ce i s p rov i d e d i n a n ef i c i e n t, t i me l y wa y. W h e n co n fro n te d w i t h t he G rie vo r ' s ev ide n ce co n ce r n i n g t he f iftee n pe rce n t ( 1 5%) of h i s wo r k w h i ch i s re q ue s te d o u t s i de t he t i cke t p ro ce s s, M r. B u rto n s a i d : "We l l, I u nde rs ta n d t ha t i t c a n b e d i ff i c u l t to s ay ' N o '. I t i s to u g h to d i re c t p e o p l e t o t h e H e l p D e s k i n stead of j u s t do i n g t he j ob. E n de l ' s heart i s i n t he r i g ht p l a ce. H e wa n t s to he lp. B u t t h e t i c ke t p ro ce s s i s c r i t i ca l to t he s u cce s s o f o u r o pe ra t io n. I p rob ab ly s t i l l h a ve wo r k to do w i t h E n d e l o n t h a t. " T he e v i d e n ce pe rs uade s me t ha t t he Co l le ge ' s ra t i n g ( Leve l 2 ) i s t h e be s t fi t.

18 1 7 I n d e p e n d e n ce o f Act i o n - Leve l Po i n ts 7. Se rv i ce De l ive ry T h i s fa cto r exam i ne s t he re la t io n s h ip be twee n t he po s i t io n a n d i t s cu s tome rs. H ow a re re q ue st s fo r serv i ce re ce i ve d? H ow d oe s t he po s i t io n fu l fi l l t he se rv i ce re q u i reme n t? T he Co l lege ha s rat e d t h i s fa cto r a t Leve l 2 : " P rov i de serv i ce a c co rd i n g to sp e c i fi c a t io n s by se le ct i n g t he be s t met ho d o f de l ive r i n g serv i ce. " T he U n io n p rop o se s Le ve l 3 : "Ta i lo r se rv i ce ba s e d o n d eve lo p i ng a fu l l u n d e rs ta nd i ng of t he c u stome r ' s ne e d s. " "Ta i lo r" he re me a n s mod i fy i n g o r adap t i n g o r c u s tom i z i n g serv i ce to a spe c i f i c re q u i reme n t. T he U n io n a l so p ro po se s a n O c c a s io n a l ra t i ng a t Le ve l 4. T he Ma n ua l (p age 22 ) i nd i ca te s t ha t Leve l 2 em b ra ce s se rv i ce w h i c h re q u i re s t he i n c um be n t to (a) k now t he o p t io n s a va i la b le ; ( b ) be a b le to exp la i n t h o se op t io n s to t h e c u s tome r ; a n d ( c ) se le ct o r re com me n d t he be s t o p t io n. N o t h i ng i n t he e v i de n ce o f t he G r ievo r o r h i s S uperv i so r pe rs u aded me t h a t t he po s i t io n goe s be yo n d t h a t t h ree (3) s tep p ro ces s of serv i c e d e l i ve ry. T he G r ievo r g et s h i s a s s i g nme n t s from t he t i c ke ts. H e ta c k le s ea ch a s s ig n m e n t w i t h a ro u t i ne a n d s t ra i g h tfo rwa rd t h ree s tep p rob l em so l v i n g p ro ce s s. He re fe rs t h e m o re com p lex o r d i ffi c u l t p rob lem s to s pe c i a l i s t dep a rtme n ts.

19 I ha ve exam i n ed t he G r ievo r ' s " t i c ke t s ", a s s u p p l ie d to me b y t he pa rt ie s. T he t i c ke t s co rro bo ra te my e a rl ie r co n c l u s io n t hat t he p o s i t io n i mp leme n ts k now n so l u t io n s to (mo s t l y ) ro u t i ne p ro b lem s. I f t he p ro b lem s a re com p lex, t hey a re refe r re d e l sew h e re. 1 8 A q uo te from pa ge 22 of t he Ma n ua l d i re ct l y ap p l ie s to t h i s po s i t io n : "T he i n c u m be n t se le cts o r re co m m e n d s t h e be s t o p t i o n b a se d o n t h e c u stome r ' s n e e d s. T h e re i s n o, o r l im i ted, a b i l i ty fo r t he i n c u m be n t to c ha n ge t he opt io n s. " T h e re fo re, t h e C o l l e g e h a s co r re ct l y ra t e d S e rv i ce De l i ve ry. Se rv i ce De l i ve ry - Leve l P o i n ts 9. P h y s i ca l E ffo rt T h i s fa cto r mea s u re s t h e de g ree a nd fre q ue n cy o f p hys i c a l e ffort re q u i re d by t he po s i t io n. T he Co l lege ha s ra te d t h i s fa c to r a t Re g u la r, Le ve l 2 : "m o d e ra te p hys i ca l e ffo rt " ; O c ca s io n a l, Leve l 3 : " hea vy p h ys i ca l effort". T he U n io n rate s t h i s fa cto r at Re g u la r, Le ve l 3 : " hea vy p hys i ca l e ffort ". T he M a n ua l d i st i n g u i s he s "mo d e ra te " from " hea vy " a s fo l lows :

20 1 9 Mode ra te - p u s h i n g, p u l l i n g, l i ft i ng u p to 44 I b s. Heavy - p u s h i n g, p u l l i n g, l i ft i n g ove r 44 I b s. I t i s commo n g ro u n d be twee n t h e pa rt ie s t h at t h e po s i t io n some t i me s e n ta i l s " he avy" l i ft i n g ( i. e. boxe s o f pa pe r, com p u te r, p r i n te rs, e t c. ). B u t i s t h a t hea vy l i ft i n g " re g u l a r & re cu r r i n g "? T ha t i s t he i s s ue. T he P. D. F. s u g ge s t s t ha t s uc h h e avy l i f t i n g wo u l d not e x cee d o ne ( 1 ) ho u r pe r day. T he G r ievo r i n i t ia l l y te s t i fi e d t h a t he i s i nvo lve d i n heavy l ift i n g a p p ro x i ma te ly two ( 2 ) ho u rs pe r d ay. B u t t he G r ievo r a l so sa i d t h a t o n som e d a ys t he re i s no he avy l i ft i n g, a n d la te r sa i d : " O n ave ra ge, ma ybe ha l f a n h o u r a da y I m i g h t be l i ft i n g some t h i n g h e a vy ". M r. B u rto n t ho ug h t eve n ha l f a n ho u r o f hea vy l i ft i n g a d ay w a s e x ce s s i ve. He t ho u g ht i t m i g ht be c lo se r to "o n ce o r tw i ce a wee k a ve rag e d o u t ove r a ye a r". H av i n g co n s i d e red a l l t h e e v i d e n c e, t h e U n i o n h a s fa i l e d to p rove t h a t t h e C o l le g e ' s rat i ng i s i n co rre ct. P h y s i c a l E ffort - Re g u la r - Le ve l 2 - O c c a s i o n a l - Leve l 3-26 P o i n ts 6 P o i n t s

21 A u d i o/v i s u a l E ffo rt T h i s fa cto r me a s u re s t he re q u i reme n t fo r a ud io o r v i s u a l effort re q u i re d i n t he p os it i o n. I n t h i s fa cto r t he pa rt ie s a re a g ree d o n Le ve l 2 : " Re g u l a r & re c u rr i ng lo n g pe r io d s o f c o n ce n t rat i o n ; o r o c c a s i o n a l e xte n d e d p e r i o d s o f c o n ce n t r a t i o n. " W h e re t h ey d i ffe r i s o n w he t he r o r no t t h i s i s a " Fo cu s M a i n ta i ned " ( Co l le g e ) o r " Fo c u s I n te rr up ted " ( U n io n ) po s i t io n. T he o n ly fa cto r re fe re n ce d b y t he U n io n a s s u g ge s t i n g " fo c u s i n te rr u p te d " wa s t he fa ct t ha t t he G r ievo r i s re q u i re d to ca r ry a B la c k be rry. T h i s, a n d t he fa ct t ha t he o cca s io na l l y ge t s c a l l s o n i t, doe s no t mee t t he te s t of "fo c u s i n te r r u pte d ". I n a ny e ve n t, c u stome r se rv i ce i s a n i n te g ra l part o f t he po s i t io n ; so t he fa ct t ha t t he G r ievo r may re ce ive a no t he r serv i ce re q ue s t o n h i s B l a c k be r ry w h i le h e i s o u t se rv i c i ng someo ne e l se, doe s n o t mee t the te s t i n t he Ma n u a l ( see pa ge 28, pa ra g rap h 5 ). I n ote t h a t t he o n ly e xam p le t he G r ie vo r ga ve o f h i s fo c u s be i n g i n te rr u pted wa s p re c i se l y t ha t ( i. e. peop le ca l l i n g o n h i s B la c k be r ry w he n he wa s o u t serv i c i n g a n o t h e r re q u e s t ). A u d ion i s u a l E ffo rt - Le ve l P o i n ts

22 Wo r k i n g E n v i ro n m e n t T h i s fa cto r loo k s a t t he e n v i ro n me n t i n w h i c h t he wo r k i s pe rfo rme d. I t a l so co n s i d e rs t h e exte n t to w h i c h t h e re a re u n d e s i ra b le o r h a z a rd o u s e l e m e n ts i n t h e wo r k p l a ce. T he pa rt ie s a re a g ree d a t a ra t i n g fo r t h i s fa cto r a t Leve l 2, w h i c h em b ra ce s somet h i n g le s s t h a n " a c cep t ab le " b u t n ot t he m o s t ad ve rse wo r k i n g co nd i t io n s. T he U n io n a l so p ropo se s a n O c ca s io na l ra t i n g a t Leve l 3. T he o n l y e lem e n ts i n t he G r ie vo r ' s ev i de n ce t h a t re l a te d to le s s t ha n "a c ce p ta b le" wo rk i n g co n d i t io n s we re t h e s e : h e h a n d l e s to n e r ca rt r i d g e s ; he t ra ve l s o n o c c a s io n to t he Ma i n Cam p u s ; he som et ime s h a s to g o o u ts ide from b u i l d i n g to b u i l d i n g o n t he L a ke s h o re Cam p u s i n le s s t h a n i d e a l we a t he r co n d i t io n s ; s omet ime s s t u d e n t s o r s taf g et a n g ry i f p r i n te rs a re n o t wo r k i n g p ro pe r l y. I t wa s M r. B u tto n ' s ev i de n ce t ha t t he Co l le ge H e a l t h a n d Sa fe ty Com m i ttee ha d exam i ned t he i s s ue o f to ne r c a rt r id ge a n d s pe c i f i ca l l y co n c l ude d t ha t t he y a re s a fe a n d pose n o h e a lt h ri s k. A l l of t he b u i l d i ng s a ro u nd t he L a ke s ho re Cam p u s a re l i n ked by t u n ne l s so t he re i s no re q u i reme n t fo r t he G r ie vo r to g o o u ts i de i n i n c leme n t wea t he r.

23 I ha ve t a ke n i n to a c co u n t t he e xamp le s me n t io n e d by t he G r ievo r ; I have we i g h e d t hem cum u la t i ve l y, a n d I h ave co n c l u ded t ha t t he Co l le ge ra t i ng i s co r re ct. 2 2 Wo r k i n g E n v i ro n m e n t - L e ve l Po i n ts (5) De c i s io n I h a ve com p lete d a nd a p pe nde d a n A r b i t ra t io n Da ta S h ee t. Fo r t he rea so n s g i ve n, t he g r ieva n ce of M r. E nde l Ve s i k ( E x h ib i t 1 ) i s d i sm i s se d, a n d t he Co l le ge's rat i n g of Leve l F, po i n ts i s co n fi rme d. Date d a t t h e C i ty o f S t. T h omas t h i s O d a y o f Jo x: /q, l a n A. H u n te r

24 2 3 ARB ITRAT IO N DATA S H E ET - S u ppo rt S ta ff C l ass i fi ca t ion C o l l ege : H umbe r I n c umbent: E n d e l Ve s i k S u p ewisor: Rya n B u rt o n C u rre n t Pay ba nd : G ( re d c i rc led ) P ay b a n d Re q ue s te d by G r ievo r : / 1. Co n ce r n i ng t h e a tt a c hed Po s i t io n De s c r i p t io n Fo rm : _ T he pa rt ie s ag reed o n t h e co n te n ts _ T he U n i o n d i sa g ree s w i t h t he co n te n ts a n d th e s p ec ifi c d eta i l s a re attac h ed., T h e a t ta c h e d W r i t te n S u b m i s s i o n i s fro m : T h e U n io n _ T h e C o l l e g e F acto r M a n a g e m e n t U n i o n Reg u la r/ Reg u la r/ Recu rring Occa s ion a l Recu rrin g Occa s ion a l Leve l Po i n ts Leve l Po i n ts Leve l Po i n ts Leve l Po i n ts R e g u l a r/ R e c u r r i n g Leve l Po i n ts A rb i t ra to r O cc a s i o n a l L e ve l Po i n ts 1 A. Educa t io n l B. Ed u c a t i o n 2. E x p e ri e n ce 3. A n a l ys i s a n d P roble m So lvin g 4. P l a n n i n g / k; o o rd i n a t i n g 5. G u i d i n g / Ad v i s i n g O t h e rs 6. I n d e p e n d e n ce of Acti o n 7. S e rv i c e D e l i ve ry 8. C om m u n i c a t i o n 9. P h ys i ca l E f fo rt 1 0. Au d i o /Vi s u a l E ffo rt Wo rk ing E nv i ron me n t S u b to ta l s ( a ) ( b ) 9 ( a ) ( b ) 2 7 ( a ) ( b ) 9 Tota l Po i n ts ( a ) + ( b ) R e s u l t i n g Payba nd F I F