Homes NSW: Housing Response Centre and Maintenance Response Centre Joint Consultative Committee meeting
The quarterly Joint Consultative Committee (JCC) meeting was held on 11 February 2026 for the Housing Response Centre (HRC) and Maintenance Response Centre (MRC). JCCs are an important platform for discussions on matters affecting our members and PSA staff attended with your elected delegates and management from the HRC / MRC.
Members are encouraged to share workplace issues and concerns with PSA delegates and staff so they can be appropriately addressed at JCC meetings. The more PSA members engage with the process, the better the outcomes will be.
Key discussions on 11 February included:
Functional Review finalised
Management confirmed there will be no more Functional Review changes; the final structure is in place.
Since the changes occurred, members have reported concerns around micromanagement. The recent ‘People at Work’ report sent to staff highlighted ‘job control’ as a significant concern that requires immediate action.
While it’s expected that a call centre would have a high degree of job control, it should never be to the detriment of members’ physical or mental health. Some newer recruits may need extra supervision, but highly experienced and competent staff should be trusted to work without close supervision.
Yet members feel the scrutiny, particularly around job speed, has had a detrimental impact on confidence. Members have said they feel degraded when stats show they are always in the red even when the quality of the work is to a high standard.
The PSA would expect management to act on the results of the ‘People at Work’ report. Management confirmed there would be focus groups over the next week or so, to develop actions. Members are encouraged to get involved and have a say.
Personal Development Plans
The PSA raised member concerns around the three set goals they are required to meet as part of their Personal Development Plans (PDPs). Management said the intent was to set three minimum goals for everyone and then members can add as many individual goals as they like, which would include a couple of development goals.
In response, the PSA asked whether it could be one overarching goal instead as three goals can be unwieldy. Management said they could revisit in May. If members have anything to add to the discussion, please reach out to your delegates or organiser.
Training
Rockpool training was discussed and management confirmed that anyone who has volunteered to help out would not be expected to also work on the phones. If there are lots of volunteers, staff may be put on the phones for short stints.
Work Health and Safety
Management said no new Work Health and Safety matters had been raised, and the level 3 kitchen is now available for use.
There will also be follow ups on the psychosocial survey and plan. As highlighted in December’s Housing Services bulletin, all districts must have a Psychosocial Action Plan to manage psychosocial risks such as work overload, work-related violence and emotional demands.
The ‘People at Work’ overview report showed 30 per cent of workers reported experiencing workplace bullying in the previous six months, while 14 per cent reported experiencing work-related violence in the previous six months. The PSA would expect the Psychosocial Action Plan to address bullying and work-related violence and looks forward to reviewing a draft of the plan.
People Matter Employee Survey results and actions
Management said the People Matter Employee Survey (PMES) plan will be worked on throughout the year, leading up to PMES 2026. The plan has a strong focus on recruitment, the talent process and staff development.
Members are encouraged to engage with the plan and raise any questions they may have about it.
Recruitment
The HRC / MRC is still in the process of moving temp roles to ongoing. Management said they were able to put a few more people on permanent, and that they didn’t want to get back to the days where most people are temp.
Regardless of employment status, members have shared concerns with the PSA around retention of staff at the HRC / MRC. If you have anything to share on the issue, please let us know.
The next JCC will be in April.
It’s important that we work together so we can have issues raised and addressed with management as soon as possible. Please reach out to your delegates or organiser if you have any questions, concerns or comments, particularly around any of the points raised here.
Contacts
Delegates
PSA Industrial Staff