1. The Communication protocol for Human Resources Management (HRM) matters, as set out in WCED Circular No. 87/2002, dated 7 August 2002, remains applicable.
2. The WCED wishes to emphasise the principle that the channel of communication begins at local level and that enquiries from staff should be channelled through the heads of institutions or offices. Officials increasingly enquire about their own matters directly to the Office of the Minister, Head Office or the Personnel Office without first submitting such enquiries to heads of their institutions or their line managers.
3. You are reminded that the higher within the hierarchy enquiries are referred, the longer the communication channel becomes and this cause delays in providing the client with a prompt and appropriate response.
4. Unwarranted pressure is placed on HRM structures at different Head Office sections when numerous identical enquiries are received from the same institution. It would, therefore, be much appreciated if line managers would control the number of enquiries and refer written communications to the relevant and responsible section as per the above-mentioned circular.
5. These enquiries may also be channelled via the e-postmaster system, as stipulated in WCED circular No 165/2003, dated 8 August 2003. This system provides a means of swift and controlled written communication within the WCED.
6. All hand-delivered mail, whether by courier or client, must be deposited in the boxes at the Walk-in Centre on the 2nd floor of Grand Central Towers, or in the boxes in the Parliament Street and Plein Street entrance foyers to that building. These boxes are emptied daily and the mail is taken up to Registry for immediate capturing, sorting and distribution. Mail, especially applications for advertised posts, delivered by hand to Head Office must, under no circumstances, be handed to officials in their sections, as this will lead to delays and possible loss of documentation.
7. The WCED has also established a call centre to deal with HRM queries. The Call Centre’s telephone number is 0861 923322 and it can be contacted from 07:30 until 17:00 from Monday to Friday. Clients may also leave a voice message after hours, which will be responded to within 24 hours, excluding weekends. The Call Centre complements the functions of WCED’s Walk-in Centre and website.
8. The operating hours of the Walk-in Centre are from 07:00 until 17:00 from Monday to Friday. An employee visiting the Walk-in Centre during official working hours must produce a letter from his or her principal or supervisor authorising the visit. All personal visits to Head Office in connection with HRM matters are restricted to the Walk-in Centre.
9. We wish to remind clients that the WCED website also provides information on many of the matters frequently handled by the Call Centre. The address of the website is http://wced.wcape.gov.za

Services available on the website include the following:

  • a facility for tracking teacher appointment processes;

  • a database of teachers seeking employment;

  • published vacancy lists;

  • circulars and minutes; and

  • pages dealing specifically with labour relations and human resource development.
10. The website will be continually expanded to complement the work of our Call- and Walk-in Centres.
11. The WCED’s Employee Wellness Programme also offers a 24-hour, 365 days per year toll-free counselling service for staff needing confidential advice on life management matters such as the following: stress, financial and legal matters, personal relationships, substance abuse, family matters, health matters, work issues and bereavement. The contact number is 0800-2044-81.
12. To assist us to provide you with more efficient and effective service, you are kindly requested to comply with the above directives at all times. Your co-operation will be much appreciated.
13. Please ensure that all staff are informed of the contents of this circular.


SIGNED: C.J. FOURIE
HEAD: EDUCATION
DATE: 2005:11:08