Staff at US federal contractor Maximus claim they only get six minutes a day to use the bathroom, are monitored by an AI system that reports them for going off script, and can’t afford health care.
Katherine Charles’ work days are relentless. She’s one of thousands of call center workers who help Americans find suitable health insurance as part of the Affordable Care Act , or ACA . Charles spends all day on the phone, with only a six-minute daily allowance to use the bathroom. She also gets two 15-minute breaks and a 30-minute lunch period.
Maximus has defended its diversity record, noting that it has passed all federal audits of its hiring and promotion practices. After a series of strikes over the years failed to bring about significant change, the workers are training their sights on the Biden administration, which they see as more sympathetic than Maximus. Biden has expressed strong support for unions, and his administration launched the Good Jobs initiative last year in an effort to improve job quality nationwide.
Call Center Work Conditions Open Enrollment Health Insurance Affordable Care Act ACA Medicare
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