S T A T E O F N E W Y O R K
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4973
2021-2022 Regular Sessions
I N S E N A T E
February 22, 2021
___________
Introduced by Sen. RAMOS -- read twice and ordered printed, and when
printed to be committed to the Committee on Labor
AN ACT to amend the labor law, in relation to avoiding displacement of
the call center workers providing call center services for the benefit
of the government in the event of a change of the contractor
THE PEOPLE OF THE STATE OF NEW YORK, REPRESENTED IN SENATE AND ASSEM-
BLY, DO ENACT AS FOLLOWS:
Section 1. The labor law is amended by adding a new article 21-A to
read as follows:
ARTICLE 21-A
PROTECTION OF CALL CENTER WORKERS FROM DISPLACEMENT
SECTION 780. DEFINITIONS.
781. TERMINATED CALL CENTER CONTRACT.
782. ENTERING INTO A CALL CENTER CONTRACT.
783. REMEDIES.
§ 780. DEFINITIONS. FOR PURPOSES OF THIS ARTICLE, THE FOLLOWING TERMS
SHALL HAVE THE FOLLOWING MEANINGS:
1. CALL CENTER. THE TERM "CALL CENTER" MEANS A FACILITY OR OTHER OPER-
ATION IN WHICH EMPLOYEES RECEIVE PHONE CALLS OR OTHER COMMUNICATIONS,
INCLUDING ELECTRONIC COMMUNICATIONS, FOR THE PURPOSE OF PROVIDING
CUSTOMER ASSISTANCE OR FOR RELATED SERVICES SUPPORTIVE OF BUSINESS PROC-
ESSES.
2. CALL CENTER CONTRACT. THE TERM "CALL CENTER CONTRACT" MEANS A
CONTRACT WITH A GOVERNMENTAL BODY, OR A SUBCONTRACT WITH AN ENTITY THAT
HAS A CONTRACT WITH A GOVERNMENTAL BODY, PURSUANT TO WHICH THE CONTRAC-
TOR FURNISHES CALL CENTER SERVICES FOR THE BENEFIT OF THE GOVERNMENTAL
BODY.
3. GOVERNMENTAL BODY. THE TERM "GOVERNMENTAL BODY" MEANS THE STATE OF
NEW YORK OR ANY POLITICAL SUBDIVISION THEREOF, AND ANY PUBLIC AUTHORITY
OR PUBLIC BENEFIT CORPORATION IN THE STATE OF NEW YORK.
EXPLANATION--Matter in ITALICS (underscored) is new; matter in brackets
[ ] is old law to be omitted.
LBD08893-01-1
S. 4973 2
4. CALL CENTER EMPLOYEE. THE TERM "CALL CENTER EMPLOYEE" MEANS ANY
PERSON EMPLOYED TO PERFORM CALL CENTER SERVICES WHO HAS BEEN REGULARLY
ASSIGNED TO SUCH WORK FOR A CALL CENTER CONTRACTOR ON A FULL OR PART-
TIME BASIS FOR AT LEAST NINETY DAYS, EXCEPT FOR: (I) PERSONS WHOSE WORK
FOR A CALL CENTER IS MANAGERIAL OR SUPERVISORY; AND (II) PERSONS REGU-
LARLY SCHEDULED TO WORK FEWER THAN FOUR HOURS PER WEEK FOR THE CALL
CENTER.
5. ENTITY. THE TERM "ENTITY" MEANS A PERSON, PARTNERSHIP, PROPRIETOR-
SHIP, ASSOCIATION, LIMITED LIABILITY COMPANY, TRUST, CORPORATION, FIRM,
JOINT VENTURE OR ENTERPRISE OF ANY KIND.
6. CALL CENTER CONTRACTOR. THE TERM "CALL CENTER CONTRACTOR" MEANS AN
ENTITY (I) THAT IS A PARTY TO A CALL CENTER CONTRACT, AND (II) PROVIDES
CALL CENTER SERVICES FOR THE BENEFIT OF A GOVERNMENTAL BODY, AND (III)
EMPLOYS CALL CENTER EMPLOYEES OR ENGAGES A SUBCONTRACTOR OR OTHER ENTITY
TO PERFORM SUCH CALL CENTER SERVICES AND THAT ENTITY EMPLOYEES CALL
CENTER EMPLOYEES.
7. TERMINATING CALL CENTER CONTRACTOR. THE TERM "TERMINATING CALL
CENTER CONTRACTOR" MEANS AN ENTITY THAT HAS PROVIDED SERVICES AS A CALL
CENTER CONTRACTOR PURSUANT TO A CALL CENTER CONTRACT WHICH IS BEING
TERMINATED.
8. FORMER CALL CENTER CONTRACTOR. THE TERM "FORMER CALL CENTER
CONTRACTOR" MEANS AN ENTITY THAT PROVIDED SERVICES AS A CALL CENTER
CONTRACTOR PURSUANT TO A CALL CENTER CONTRACT WHICH HAS BEEN TERMINATED,
AND AFTER TERMINATION OF THAT CONTRACTOR, A SUCCESSOR CALL CENTER
CONTRACTOR HAS PERFORMED SOME OR ALL OF THE SAME SERVICES PURSUANT TO A
CALL CENTER CONTRACT.
9. SUCCESSOR CALL CENTER CONTRACTOR. THE TERM "SUCCESSOR CALL CENTER
CONTRACTOR" MEANS AN ENTITY THAT, PURSUANT TO A CALL CENTER SERVICE
CONTRACT, SUCCEEDS TO THE PERFORMANCE OF CALL CENTER SERVICES PREVIOUSLY
PERFORMED BY A TERMINATING CALL CENTER CONTRACTOR.
§ 781. TERMINATED CALL CENTER CONTRACT. 1. NO LESS THAN THIRTY CALEN-
DAR DAYS BEFORE TERMINATION OF A CALL CENTER CONTRACT IN CIRCUMSTANCES
WHERE A SUCCESSOR CALL CENTER CONTRACTOR WILL UNDERTAKE TO PROVIDE
SERVICES THAT WERE THE SUBJECT OF THE TERMINATING CONTRACT, THE TERMI-
NATING CALL CENTER CONTRACTOR SHALL PROVIDE TO THE SUCCESSOR CALL CENTER
CONTRACTOR A FULL AND ACCURATE LIST CONTAINING THE NAME, ADDRESS, DATE
OF HIRE AND EMPLOYMENT CLASSIFICATION OF EACH CALL CENTER EMPLOYEE WHOSE
WORK INCLUDES PROVIDING CALL CENTER SERVICES THAT WERE THE SUBJECT OF
THE TERMINATING CONTRACT. THE TERMINATING CALL CENTER CONTRACTOR SHALL
SIMULTANEOUSLY POST THE LIST IN A NOTICE TO THE CALL CENTER EMPLOYEES
THAT ALSO SETS FORTH THE RIGHTS PROVIDED BY THIS ARTICLE. THE POSTING
SHALL BE IN A MANNER OR LOCATION REASONABLY CALCULATED TO BE SEEN BY
AFFECTED EMPLOYEES. THE POSTING MAY BE ELECTRONIC, PROVIDED THAT IF IT
IS ELECTRONIC, IT MUST BE DIRECTED TO EACH AFFECTED EMPLOYEE INDIVIDUAL-
LY AND MAY NOT BE A GENERAL POSTING ON A WEBSITE. SUCH NOTICE SHALL ALSO
BE PROVIDED TO THE EMPLOYEES' COLLECTIVE BARGAINING REPRESENTATIVE, IF
ANY.
2. UPON TERMINATION OF A CALL SERVICE CONTRACT IN CIRCUMSTANCES IN
WHICH SERVICES PROVIDED UNDER SUCH CONTRACT WILL BE PERFORMED BY A
SUCCESSOR CALL CENTER CONTRACTOR, THE SUCCESSOR CALL CENTER CONTRACTOR
SHALL RETAIN THOSE CALL CENTER EMPLOYEES WHO PERFORMED SUCH SERVICES FOR
THE FORMER CALL CENTER CONTRACTOR SERVICE IMMEDIATELY PRIOR TO TERMI-
NATION OF SUCH CONTRACT. SUCH EMPLOYEES SHALL BE RETAINED FOR A NINETY-
DAY TRANSITION EMPLOYMENT PERIOD.
3. IF THE SUCCESSOR CALL CENTER CONTRACTOR IS OBLIGATED TO RETAIN CALL
CENTER EMPLOYEES PURSUANT TO SUBDIVISION TWO OF THIS SECTION BUT DETER-
S. 4973 3
MINES THAT FEWER CALL CENTER EMPLOYEES ARE REQUIRED TO PERFORM THE
SERVICES THAT ARE THE SUBJECT OF THE CONTRACT THAN HAD BEEN PERFORMING
SUCH SERVICES BY THE FORMER CALL CENTER CONTRACTOR, THE SUCCESSOR CALL
CENTER CONTRACTOR SHALL FILL THE POSITIONS THAT IT DETERMINES ARE NEEDED
WITH THE CALL CENTER EMPLOYEES WITH THE GREATEST SENIORITY WITHIN JOB
CLASSIFICATION; PROVIDED, HOWEVER, THAT DURING THE NINETY-DAY TRANSITION
PERIOD, THE SUCCESSOR CALL CENTER CONTRACTOR SHALL MAINTAIN A PREFEREN-
TIAL HIRING LIST OF THOSE CALL CENTER EMPLOYEES NOT RETAINED, AND THOSE
CALL CENTER EMPLOYEES ON THE PREFERENTIAL HIRING LIST SHALL BE GIVEN A
RIGHT OF FIRST REFUSAL TO ANY JOBS WITHIN THEIR CLASSIFICATIONS THAT
BECOME AVAILABLE DURING SUCH PERIOD.
4. EXCEPT AS PROVIDED IN SUBDIVISION THREE OF THIS SECTION, DURING THE
NINETY-DAY TRANSITION PERIOD, THE SUCCESSOR CALL CENTER CONTRACTOR SHALL
NOT DISCHARGE WITHOUT CAUSE A CALL CENTER EMPLOYEE RETAINED PURSUANT TO
THIS ARTICLE.
5. AT THE END OF THE NINETY-DAY TRANSITION PERIOD, THE SUCCESSOR CALL
CENTER CONTRACTOR SHALL PERFORM A WRITTEN PERFORMANCE EVALUATION FOR
EACH CALL CENTER EMPLOYEE RETAINED PURSUANT TO THIS ARTICLE. IF SUCH
EMPLOYEE'S PERFORMANCE DURING THE NINETY-DAY TRANSITION PERIOD IS SATIS-
FACTORY, THE SUCCESSOR CALL CENTER CONTRACTOR SHALL OFFER SUCH EMPLOYEE
CONTINUED EMPLOYMENT.
6. IF THE SUCCESSOR CALL CENTER CONTRACTOR ENGAGES A SUBCONTRACTOR OR
OTHER ENTITY TO PERFORM CALL CENTER SERVICES PROVIDED FOR IN A SUCCESSOR
CALL CENTER CONTRACT, THAT SUCCESSOR CALL CENTER CONTRACTOR SHALL
REQUIRE THE SUBCONTRACTOR OR OTHER ENTITY TO ADHERE TO ALL OF THE OBLI-
GATIONS OF THIS ARTICLE.
§ 782. ENTERING INTO A CALL CENTER CONTRACT. 1. WHENEVER A GOVERN-
MENTAL BODY SHALL UNDERTAKE TO PROCURE CALL CENTER SERVICES USING A CALL
CENTER CONTRACTOR, THE GOVERNMENTAL BODY SHALL ENSURE THAT THE CALL
CENTER CONTRACT WITH SUCH ENTITY INCLUDES THE OBLIGATIONS SET FORTH IN
THIS ARTICLE, INCLUDING, WHERE APPLICABLE, THE CALL CENTER CONTRACTOR'S
OBLIGATION TO RETAIN CALL CENTER EMPLOYEES OF THE FORMER CALL CENTER
CONTRACTOR. THE OBLIGATION TO RETAIN THE TERMINATING CALL CENTER
CONTRACTOR'S EMPLOYEES SHALL BE INCLUDED IN THE CALL CENTER CONTRACT
IRRESPECTIVE OF WHETHER THE TERMINATING CALL CENTER CONTRACTOR'S
CONTRACT INCLUDED THE OBLIGATIONS SET FORTH IN THIS ARTICLE. SUCH OBLI-
GATIONS SHALL BE SET FORTH IN REQUESTS FOR PROPOSALS OR OTHER SOLICITA-
TIONS AND, IN ANY EVENT, SHALL BE INCLUDED IN EACH CALL CENTER CONTRACT.
WHETHER OR NOT THE PROVISIONS ARE INCLUDED IN SUCH CONTRACT, THE OBLI-
GATIONS OF THIS ARTICLE SHALL APPLY TO THE SUCCESSOR CALL CENTER
CONTRACTOR WHENEVER SUCH CONTRACTOR BEGINS PERFORMANCE ON A SUCCESSOR
CALL CENTER CONTRACT AFTER THE EFFECTIVE DATE OF THIS ARTICLE.
2. IN CIRCUMSTANCES IN WHICH CALL CENTER SERVICES HAD THERETOFORE BEEN
PERFORMED BY CALL CENTER EMPLOYEES PURSUANT TO A CALL CENTER CONTRACT, A
GOVERNMENTAL BODY INTENDING TO ENTER INTO A SUCCESSOR CALL CENTER
SERVICE CONTRACT SHALL REQUIRE ANY ENTITY SEEKING TO ENTER INTO SUCH
CONTRACT TO DEMONSTRATE THAT IT WILL ESTABLISH THE SITE FOR ITS PERFORM-
ANCE IN A LOCATION WHICH IS REASONABLY ACCESSIBLE TO THE EMPLOYEES WHO
HAVE BEEN PERFORMING SUCH SERVICES PRIOR TO THE SOLICITATION OF BIDS FOR
A SUCCESSOR CALL CENTER CONTRACT. IN DETERMINING WHETHER THE SITE PROF-
FERED BY A BIDDER MEETS THE REASONABLE ACCESSIBILITY STANDARD, THE
GOVERNMENTAL BODY SHALL CONSIDER THE AVAILABILITY OF PUBLIC TRANSPORTA-
TION TO RETAINED CALL CENTER EMPLOYEES AND PREVAILING TRAFFIC PATTERNS
IN AND AROUND THE PROPOSED SITE. A SITE WHICH IS WITHIN TEN MILES OF, OR
AVERAGE TRAVEL TIME BY PUBLIC OR PRIVATE TRANSPORTATION OF NOT MORE THAN
ONE-HALF HOUR FROM, THE LOCATION OF THE AFFECTED EMPLOYEES' WORK FACILI-
S. 4973 4
TY WHEN EMPLOYED BY THE FORMER CALL CENTER CONTRACTOR SHALL BE PRESUMED
TO BE REASONABLY ACCESSIBLE UNLESS UNUSUAL OBSTACLES TO ACCESS ARE PRES-
ENT.
§ 783. REMEDIES. 1. A CALL CENTER EMPLOYEE WHO HAS BEEN DISCHARGED OR
NOT RETAINED IN VIOLATION OF THIS ARTICLE MAY BRING AN ACTION IN SUPREME
COURT AGAINST A FORMER CALL CENTER CONTRACTOR OR SUCCESSOR CALL CENTER
CONTRACTOR, INCLUDING ITS SUBCONTRACTORS, OR IN APPROPRIATE CIRCUM-
STANCES, AGAINST BOTH, FOR VIOLATION OF ANY OBLIGATION IMPOSED PURSUANT
TO THIS ARTICLE.
2. THE COURT SHALL HAVE AUTHORITY TO ORDER PRELIMINARY AND PERMANENT
EQUITABLE RELIEF, INCLUDING, BUT NOT LIMITED TO, REINSTATEMENT OF ANY
EMPLOYEE WHO HAS BEEN DISCHARGED OR NOT RETAINED IN VIOLATION OF THIS
ARTICLE.
3. IF THE COURT FINDS THAT A CALL CENTER EMPLOYEE HAS BEEN DISCHARGED
OR NOT RETAINED IN VIOLATION OF THIS ARTICLE, THE COURT SHALL AWARD TO
THE EMPLOYEE:
(A) BACK PAY, AND AN EQUAL AMOUNT AS LIQUIDATED DAMAGES, FOR EACH DAY
DURING WHICH THE VIOLATION CONTINUES, WHICH SHALL BE CALCULATED AT A
RATE OF COMPENSATION NOT LESS THAN THE HIGHER OF: (I) THE AVERAGE REGU-
LAR RATE OF PAY RECEIVED BY THE EMPLOYEE DURING THE SIX MONTHS OF THE
EMPLOYEE'S EMPLOYMENT IN THE SAME OCCUPATION CLASSIFICATION; OR (II) THE
FINAL REGULAR RATE RECEIVED BY THE EMPLOYEE. BACK PAY SHALL APPLY TO THE
PERIOD COMMENCING WITH THE DATE OF THE DISCHARGE OR REFUSAL-TO-RETAIN
SUCH EMPLOYEE THROUGH THE EFFECTIVE DATE OF ANY OFFER OF INSTATEMENT OR
REINSTATEMENT OF SUCH EMPLOYEE; AND
(B) COSTS OF BENEFITS THE FORMER CALL CENTER CONTRACTOR OR SUCCESSOR
CALL CENTER CONTRACTOR WOULD HAVE INCURRED FOR THE EMPLOYEE UNDER SUCH
EMPLOYEE'S BENEFIT PLAN; AND
(C) THE EMPLOYEE'S REASONABLE ATTORNEY'S FEES AND COSTS.
4. IN ANY SUCH ACTION, THE COURT SHALL HAVE AUTHORITY TO ORDER THE
FORMER CALL CENTER CONTRACTOR OR THE SUCCESSOR CALL CENTER CONTRACTOR,
AS APPLICABLE, TO PROVIDE ANY INFORMATION REQUIRED PURSUANT TO THIS
ARTICLE.
5. (A) THE PROVISIONS OF THIS ARTICLE SHALL NOT APPLY TO ANY SUCCESSOR
CALL CENTER CONTRACTOR THAT, ON OR BEFORE THE EFFECTIVE DATE OF A TERMI-
NATION OF A CALL CENTER CONTRACT, AGREES TO ASSUME, OR TO BE BOUND BY,
THE COLLECTIVE BARGAINING AGREEMENT OF THE FORMER CALL CENTER CONTRAC-
TOR, PROVIDED THAT THE COLLECTIVE BARGAINING AGREEMENT PROVIDES TERMS
AND CONDITIONS FOR THE DISCHARGE OR LAYING OFF OF EMPLOYEES THAT ARE AT
LEAST AS PROTECTIVE OF EMPLOYEE RIGHTS AS THOSE PROVIDED IN THIS ARTI-
CLE; AND
(B) THE PROVISIONS OF THIS ARTICLE SHALL NOT APPLY TO ANY SUCCESSOR
CALL CENTER CONTRACTOR WHOSE CALL CENTER EMPLOYEES WILL BE ASSIGNED TO A
BARGAINING UNIT WITH A PRE-EXISTING COLLECTIVE BARGAINING AGREEMENT,
PROVIDED THAT THE COLLECTIVE BARGAINING AGREEMENT PROVIDES TERMS AND
CONDITIONS FOR THE DISCHARGE OR LAYING OFF OF EMPLOYEES THAT ARE AT
LEAST AS PROTECTIVE OF EMPLOYEE RIGHTS AS THOSE PROVIDED IN THIS ARTI-
CLE; AND
(C) THE PROVISIONS OF THIS ARTICLE SHALL NOT APPLY TO ANY FORMER CALL
CENTER CONTRACTOR THAT OBTAINS A WRITTEN COMMITMENT FROM A SUCCESSOR
CALL CENTER CONTRACTOR THAT THE SUCCESSOR CALL CENTER CONTRACTOR'S CALL
CENTER EMPLOYEES WILL BE COVERED BY A COLLECTIVE BARGAINING AGREEMENT
THAT PROVIDES TERMS AND CONDITIONS FOR THE DISCHARGE OR LAYING OFF OF
EMPLOYEES THAT ARE AT LEAST AS PROTECTIVE OF EMPLOYEE RIGHTS AS THOSE
PROVIDED IN THIS ARTICLE.
S. 4973 5
§ 2. Severability clause. If any clause, sentence, paragraph, subdivi-
sion, section or part of this act shall be adjudged by any court of
competent jurisdiction to be invalid, such judgment shall not affect,
impair, or invalidate the remainder thereof, but shall be confined in
its operation to the clause, sentence, paragraph, subdivision, section
or part thereof directly involved in the controversy in which such judg-
ment shall have been rendered. It is hereby declared to be the intent of
the legislature that this act would have been enacted even if such
invalid provisions had not been included herein.
§ 3. This act shall take effect immediately.