The quarterly Joint Consultative Committee meeting was held last week and attended by the Public Service Association (PSA), your elected delegates, and iCare leadership. This meeting served as an important platform for discussions on various matters affecting our members. Below are the key highlights:
Organisational “Transformation” Update: iCare is currently planning an upcoming restructure to redesign the organisation and address foundational issues. No final decisions have been made yet, with initial plans expected by the end of August or September and hopes for employee and union consultations to begin in early August.
We have been informed that iCare has engaged Deloitte as a consultant. The PSA maintains its opposition to the use of external consultants by NSW government agencies and advocates for the use of public services for organisational reviews. We will closely monitor developments and stay engaged with our membership.
Recruitment: iCare have implemented a Recruitment Review Committee to ensure strategic recruitment, considering upcoming structural changes. Vacancies within the organisation are being prioritised for their employees.
Performance Reviews: Feedback regarding the timing of performance reviews- ideally avoiding the June/July period to facilitate better engagement, particularly for frontline teams- was noted. iCare acknowledges the fluid timeline and aims for reviews to occur within a 6-month window. This aligns with preferences to move towards more continuous performance development.
People & Culture (P&C): There have been challenges in accessing HR through the ticketing system, iCare was not aware of issues with time lags in response and has taken this onboard for further review. Additionally, the relevant landing page on Hugo, listing advisors and partners assigned to each portfolio, will be reviewed to ensure accessibility for staff.
Workload Concerns: Your delegates raised numerous examples of workload concerns across iCare and their causes, including the challenges faced in getting approvals for backfills, efforts to retain talent, changing caseloads and administrative burdens. iCare committed to taking this feedback to this business. We will continue to monitor these developments closely and advocate for your interests.
Pay Increases: Negotiations for pay increases are ongoing. No offer will be accepted without a vote by members. Any legitimate offer received by the PSA will be subject to a member ballot. Members can find more information HERE
Genesys: The PSA has been informed of upcoming changes within the Customer Service team in the Workers Compensation function as they transition to the Genesys telephony system in the coming months. The new system offers enhancements such as speech recognition, post-call surveys, improved wait time messages, and call recording with secure storage. While call recording is standard practice in customer service and call centres, the PSA encourages members to share any concerns about the change. Feedback can be provided through delegates, Organiser Mel Coombes, or the PSA Member Support Centre by EOD Friday, 18th June.
Your union, PSA, remains dedicated to supporting you throughout these transitions at iCare. We encourage you to stay informed and actively participate in discussions about the future of our workplace.