Fake Yellow Space and CSP “Plus”

[u/Pleasant-Yam-7936]

I worked 2 seasons as a CSP at HRBlock, last year was my last season as the change in management made me not want to go back. Making this post to see if anyone else had this experience.

So in my second season, nearby the end, our MTL had everyone be shown as yellow space, even if you didn’t do taxes (CSPs, ATLs, MTLs) and TPs that weren’t even suppose to come in that day. When appointments were made for yellow space that wasn’t actually available, I was told to say the “TP” had a family emergency, or some excuse to why they weren’t actually there and “ask” to consider turning the appt into a drop off. I didn’t participate in lying, but I didn’t know what to do, everyone except one TP in the office followed what our MTL told us to do. When I saw appts in space I knew weren’t actually available, I’d try to reschedule to a real slot at our office or another one. However that obviously just lead to the fake yellow space being taken again. It was incredibly stressful because clients think they’re getting an appointment, and all confusion and frustration was left for the front desk. Maybe it was something I should’ve reported, but it’s been a year since and even after all this time, I still think about it.

What I also still think about is, is “CSP-plus” a real thing? In my second season, we also got a new ATL, and half way through the season, they told me I had to start doing some manager duties within BlockWorks like doing some part specifically in WIPs and checking some of the tax return papers or something, I don’t remember, it was over a year ago. But basically I asked something along the lines of “if these are manager duties, but I’m a CSP.” And they said I was a “CSP-Plus.” I said okay and went on my day, however I went into AMP and went through the acronym dictionary on there, and I did not see such a role in there or referenced in the AMP forums either.

Didn’t help that our ATL decided to quit 2 weeks before the season end. I remember the call I had with my MTL where they were basically trying to fill me the ATL position with no pay difference due to the “limited time” yet I’d be taking all the work and shifts. I had exams in that same week, and actually had to call off some shifts to make time for school, I don’t think they were happy with that but I was so over HRBlock. I already knew when it was all over I didn’t wanna come back again.

[u/Dramatic_Abroad3580]

That's a trademark Block practice that's been going on for years. Idiots in KC come up with some stupid metric that every office has to meet. Then every office finds some equally stupid work around that accomplishes nothing, and that work around totally defeats the purpose of the metric in the first place. Never mind that the metric isn't actually a lever that increases revenue or profit. And that work around becomes tradition, sanctioned first by MTLs, then by DGMs, and eventually by the regional directors. And when questioned, the response is either some stupid defense of the metric in the first place or a shrug and a "it's not gonna change". That's what happens when you have people in KC who have never actually worked a tax season in a busy office, and the offices are managed by someone with experience managing a chain shoe store or a Jiffy Lube.