Many have heard of Industrial Relations Officer (IROs), but few know what they really do.
They work very closely with unions and its officials, and even management and human resource partners, to further the cause of providing and protecting the interests of our working people.
IROs work to resolve workplace disputes, assist in negotiations for collective agreements, plan and organise membership activities, and the list goes on.
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Fun fact: Singapore’s current President Halimah Yacob was a former NTUC IRO.
Story and photos by Jonathan Tan
Fong Yoong Kheong, 31, Principal Industrial Relations Officer, Singapore Teachers’ Union
Years in Service: 7
A political science degree might have given Singapore Teachers’ Union Principal IRO Fong Yoong Kheong, 31, an idea of how Singapore’s Labour Movement works and the role a union plays in maintaining harmonious relations between employer and employee. But what he didn’t realise was just how varied the role was.
“I wanted a job that could help people, something not desk-bound and one that allows me to interact with and empathise with people. I’ve always been volunteering with community-based organisations and I thought that the role of an IRO would be something of interest,” he shared.
Coping with Challenges
Given how people-oriented the job is, Yoong Keong explained the need to be sensitive to different perspectives, yet remain focused on doing the right thing.
“When you consider the positions of the various stakeholders, they make sense individually. But when you have to bring them together, there will be areas where give-and-take must happen. The real challenge is how to communicate to our members on the trade -offs, as well as how to convince the management about the workers’ perspectives on issues,” explained Yoong Kheong, who has also served with the Chemical Industries Employees’ Union (CIEU).
Although finding time to complete tasks is a constant constraint, he was managed to find a way around it.
“You just have to prioritise your time and plan ahead. A very important skill for IROs is the follow-up. You meet a lot of members on a day-to-day basis. If you have a systematic way to address your cases, the other things can fill your calendar around it.
“It is also important that your family members are convinced by the cause of the Labour Movement and can support you,” shared the father of a two-year-old son.
In his seven years of service, Yoong Kheong shared that satisfaction comes from seeing that his members are aware that the union is with them. And regardless of the outcome of any issues, he feels that their voices are fairly heard, and he has helped them move on and continue with their jobs.
Recounting the time when he was attached to a CIEU branch, he was able to help members overcome a dispute with a non-Singaporean supervisor. Those interactions helped forge a closer bond between Yoong Kheong and his members. That closeness and camaraderie, which left an indelible impact on Yoong Kheong even extended to him being there at the hospital when one of the members of that particular branch passed away from cancer.
Ong Kai Yan, 29, Senior Industrial Relations Officer, United Workers of Electronics & Electrical Industries
Years in Service: 6
“Many people think that I sell insurance, and that I work at NTUC Income. This could be because I have a lot of mobility in my work, run around to many different offices each day and often end work from different locations,” quipped Senior IRO Ong Kai Yan.
Presently with the United Workers of Electronics & Electrical Industries, Kai Yan shared that the day-to-day role of an IRO is one that’s dynamic and all-encompassing. From events planning to negotiations and even counselling, Kai Yan described the role as being a “Jack of all trades and master of all.”
Serving from the Heart
For Kai Yan, being sincere and trying to understand the perspectives of others has been pivotal in helping her manage the different needs of others.
“As the middleman between the bosses and workers, we have to be aligned with the bigger picture and help the workers understand what’s going on around them as well. This is one of the biggest challenges we face, getting everyone on the same page,” she said.
While the job can be demanding, Kai Yan is motivated by the difference she is able to make.
“I still remember the first time I handled a retrenchment exercise on my own and had to brief the affected workers and share information about what to expect, how to make sense of what’s happening, and how to prepare for their next job. It was quite unnerving and overwhelming to share all this with members who are 20 to 30 years older than me.
“It made me see the actual difference I was making through my job. You can feel frustrated, but at the end of the day, we can touch our hearts and know that we’ve tried out best and did something for workers. And that we did something good,” she said.
Finding Work-Life Balance
“With so many different things to do, it’s quite impossible to plan out what you intend to do on a given day in the office as things can change the moment you sit and answer a phone call,” said Kai Yan.
To balance the demands of work with her love of being outdoors, Kai Yan would plan different activities into her days as an incentive to look forward to after work.
She added that while the role of an IRO is one that can be hard to grasp, it warms her heart when friends who have had the opportunity to experience an industrial relations firsthand text her to share how they have an appreciation of the work she does.
