We heard loud and clear your concerns about the unilateral and sudden decision to review Helpline leave policies and cancel planned overtime due to Members using their leave entitlements. We have heard Members feel they are being punished at the possible risk of children’s lives. Planned overtime to assess the backlog of reports for children reported at risk of significant harm is the only proven method to assess the backlog of reports. Reports for many thousands of children and young people reported at risk of significant harm are today sitting in the backlog while Members are willing and available to expertly assess these significant concerns for children and young people.

On 8 September 2023, the PSA wrote to the A/Director, Helpline, raising your concerns for the lack of consultation with the PSA on issues of such fundamental mutual interest, and adamantly objected to any attempts to impede on any worker’s rights. We also asked for her communication to be withdrawn while consultation commenced. She declined to withdraw the communication and scheduled 30 minutes to meet with the PSA on 26 September 2023. At this meeting, the A/Director Helpline reiterated her unwillingness to alter her decisions.

In relation to concerns for high levels of staff taking unplanned leave, the PSA suggested the Department undertake an anonymous survey of Helpline staff to find out why they are taking leave and for any suggested improvements. The A/Director, Helpline declined this report and said:

• she had paused using planned overtime for both Helpline and (more recently) District staff to assess the backlog of child protection reports for children and young people until further notice (no dates provided)
• the backlog of reports for children and young people at risk of significant harm would be assessed by offering additional hours to Helpline staff who are working part time and reduced hours
• there were other pieces of work underway (including work on reviewing rosters in line with report arrival patterns; policy changes; work on reporter behaviour; and review of the Evident Change tools) which she was confident will result in a reduction of children and young people being abused and neglected
• she needed time to do a ‘deep dive’ into the data to gain a better understanding of the Helpline’s operations
• her deep dive into the data as well as the results of the PMES survey (available later this year) will be the major factors influencing offering planned overtime to assess all reports for children and young people at risk of significant harm
• her concerns that staff are at risk of WHS burnout would be addressed by a WHS risk assessment (which she agreed to provide to the PSA)
• she had no specific timeline as to when further decisions would be made

While the PSA welcomes the ongoing work being done by the Department to improve the lives of children and young people, we expressed bewilderment that the decision to pause planned overtime was made before the outcomes of the ‘deep dive’ and the other work was known or effectual. We further expressed serious concerns that the decision to pause planned overtime may place the lives of children and young people in jeopardy and have offered to both continue to meet with the A/Director as well as escalate these concerns to Simone Czech, Deputy Secretary.