The history of Zielona Linia
The history of Zielona Linia
How did it all start?
Zielona Linia is an innovative system of providing support to the customers of Polish labour offices. Its prototype was created in the Podlasie province. In 2000 the labour offices located in that province decided to introduce an innovative approach to the problem of high rate of unemployment, that was additionally worsened by a low degree of urbanisation, which is characteristic for that particular region. The solution was either employing additional customer service staff or to introduce a complete change in the way of service.
After the analysis of available technology, a new system of customer relationship management was introduced. It based on helpline and the Internet – 24/7 System. It was the first such initiative in the history of Polish public sector – pioneering, but incredibly difficult to implement, because no one has ever done it in such a wide scope.
24/7 System was initiated as a part of the project titled “Labour Office 7 days a week, 24 hours a day” of Sectoral Operational Programme - Human Resources Development. The leader was Provincial Labour Office in Białystok, partners of the project were the Board of Podlasie Voivodeship and 14 district labour offices of Podlasie Province.
24/7 System service was available for customers in Podlasie Province region since November 2007.
Success!
In May 2008, after 7 months of functioning, 24/7 System was summarised and assessed on the basis of customer satisfaction and its other components.
The new service was highly rated by its customers which resulted in its extention to entire Poland. To this end, in October 2008, the project "Zielona Linia, Information and Consultation Centre" was launched. As a part of the project the National Contact Centre in Bialystok with over 300 consultation points in labour offices across Poland were found.
On 1st January 2013 Voluntary Labour Corps (OHP) has taken over the supervision of Employment Services Information and Counselling Centre „Zielona Linia”.
The functioning of CIKSZ Zielona Linia in the structure of the Voluntary Labor Corps is carried out on the basis of:
(1) Decision No. 2 of the Minister of Labor and Social Policy of September 4, 2012 on maintaining the sustainability of the results of the system project implemented by the Human Resources Development Center under contract No. PO KL. 01.01.00-00-003/08-00 of September 24, 2008, entitled "Green Line. Information and Consultation Center of Employment Services”,
(2) Decision No. 1 of the Minister of Family, Labor and Social Policy of August 16, 2017 on maintaining the sustainability of the results of the system project entitled "Green Line. Information and Consultation Center of Employment Services”
(3) Decision No. 6 of the Minister of Family, Labor and Social Policy of October 9, 2019 amending the decision on maintaining the durability of the results of the system project entitled "Green Line. Information and Consultation Center of Employment Services”.
(4) Decision No. 1 of the Minister of Family and Social Policy of October 6, 2022 on maintaining the durability of the results of the system project entitled "Green Line. Information and Consultation Center of Employment Services”.
Zielona Linia Information and Consultation Center of Employment Services is supported and managed by the Zielona Linia Team, which is an organizational unit of the Headquarters of the Voluntary Labor Corps.
The helpline is dedicated to everyone searching for job offers, advice on the labour office support and labour office initiatives in Poland. It provides information on foreigners employment procedures and handling cases on praca.gov.pl portal.
The contact is available just by dialling 19524. Another element of the Centre is web portal www.zielonalinia.gov.pl, which is the source of information on labour market, labour office initiatives and foreigners employment procedures. There is also a section called "Powroty" (Returns), which is dedicated to people coming back to Poland from emigration. It provides useful information on formalities before and after relocation.
The portal is being continuously developed. Its available features iclude:
- job offers, training and regional news search engine;
- employee search engine;
- complex and available after logging in panel for jobseekers (note clipboard, notepad, possibility to add several CVs with indicating which of them is active and could be seen by employers);
- complex and available after logging in for employers (note clipboard, notepad,improved employees search engine);
- chat;
- virtual consultant;
- surveying customers panel;
- access to social media information;
- integration with public services with job offers (CBOP, KPRM);
- CV factory (creating, improving and translating);
- job interview simulators;
- video chat in sign language;
- Mobile app „Moja Praca”.
Zielona Linia is available in English, Ukrainian and Russian languages. It`s also on social media, ie. Facebook, Youtube, Instagram, Twitter, Linkedin.
Additional challenges
In 2020 and in 2021 Zielona Linia consultants participated in the implementation of Tarcza Antykryzysowa (Ani-Crisis Legislation) in the area of providing necessary information on possible financial support offered by Public Employment Services to entrepreneurs and companies running business in Poland.
The beginning of 2022 presented Zielona Linia with the next challenge – the necessity of providing Ukrainian refugees information on how to search and take up a job and on possibilities of getting other institutional help – which is being realized.
It`s not over
Results that have been achieved are constantly evaluated and modified according to labour office customer needs. We are improving SMS contact service, which enables customers to get new job offers. We are also improving the ways of rapid information exchange methods between labour offices, so that any interested person has an easy access to interesting information being at home or at work.
