Housing Contact Centre: Transition Model update - Public Service Association

Housing Contact Centre: Transition Model update

HCC - Transition Model Update - Feb 2021 (PDF version)

Housing Contact Centre (HCC) Delegates and PSA staff met with Senior Officers of the Department of Communities and Justice (DCJ) to discuss the proposed Transition Model and raise the matters and issues that members identified.

The DCJ has advised it will need to develop a new amended proposal in accordance with the Government’s requirements due to the easing of COVD-19 restrictions and the Government’s expectations for staff to return to office locations.

The Department expects that a new proposal should be completed in a few weeks, then consultation will begin anew. Working from Home will still be a component of the proposal but not as much as the initial proposed Transition Model.

At the meeting, your Delegates and PSA staff raised a number of matters including;

  • Requirement for staff who live a significant distance away to attend the office
  • Implications for HCC Agreement 2009 as they currently apply, such as parking, shift times, in-business hours, staff on duty, definitions
  • The implications of DCJ proposed harmonisation of WFH frameworks and current FACS WFH Procedure and will the transition model need to be amended to accommodate the changes?
  • Compliance of home-based work spaces and accessing OT Assessments, if required
  • Rostering of mandated in-office days and flexible work practices – regular or variable, nominated or allocated, impact on staff who work shifts outside of in-office business hours, and missing engagement activities
  • Reason for some roles required to be in office more often than others
  • Impact on the Business Continuity planning and Disaster Welfare event management
  • Whether staff will be requested to attend other than the designated in-office days, for example business needs coverage
  • How will staff who need or want to work in the office on a permanent or more regular basis will be accommodated and whether they will need to use the desk-booking system.

Given the need to develop a new proposal the Department was unable to address some issues but they were able to advise that;

  • Staff who live in Regional/Rural areas will be required to attend induction training at the HCC and at others times for meetings will be provided appropriate accommodation and/or travel expenses paid by DCJ
  • HCC Management is employing an Occupational Therapist to ensure every home office is assessed and suitable
  • Agreed to build into the proposal a three-monthly review of how it is operating and any contingencies required, and a fixed review period at the end of the transition model period
  • Advised that HCC Management is happy to be flexible & accommodating with staff being able to attend a team meeting that suits them.

Your HCC Delegates and PSA staff will consult with you about the updated proposal.

What can you do?

Please make sure your views, questions, and concerns are heard by providing feedback to your HCC Delegates and attending PSA meetings.

 Know someone who is not a member and wants to join?

Agency, temporary and ongoing staff are eligible to join the PSA online or download the form. Otherwise speak to a delegate, or a PSA Organiser on the next visit.

Are your details up to date?

If your substantive position is no longer at the Housing Contact Centre, please update your details with the PSA by sending your up to date signature block with the Subject line: ‘update my details’ to .


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