The PSA has two disputes running regarding the concierge model in Lismore and Tuggerah Homes sites.

The PSA is directing members not to work at the concierge desk while we are in dispute. If you are placed on the roster to work at the desk inform management that you are a PSA member and will not be working at the concierge desk while the PSA is in dispute. Direction to work at the concierge desk would be considered an unlawful direction and breaching the status quo. Advise the PSA if this has happened to you as soon as possible.

Lismore

The PSA was provided with a response by Homes NSW executive as to the issues raised in the dispute meeting and subsequent response detailed in previous PSA bulletin (link to homes bulletin HERE).

Homes responded:

• The frosted glass on the corner window was removed 30 July 2025.
• Home provided a roster for the concierge desk and stated the roster was fair and equitable and provided an even distribution of shifts.
• Homes advised that all staff have now received the required training to safely perform duties at the concierge desk.
• Staffing shortages have now been addressed.
• Homes highlighted that one of the key accountabilities of a client service officer includes: “Work directly with clients and their advocates to provide advice and assistance on housing options based on assessment of eligibility and client need and keeping with legislation, policies and procedures.”
• Staff will not be rostered on the concierge all day, allowing time for sensitive work to be completed and that staff will be able to complete day to day duties while working at the desk due to security guard.
• The concierge desk was removed from Mt Druitt as it had only been implemented during the COVID-19 pandemic as a health and safety measure. The PSA was consulted at the time. Its subsequent removal was due to updated medical advice and infrastructure limitations.
• Homes will provide information on how the concierge desk reduces client escalation and the WHS quarterly reports for Campbelltown at the next dispute meeting.

The PSA responded on 9 September 2025:

• The PSA asked for detail regarding the training that has been completed as we are aware that staff are still completing the training outlined in the SafeWork Practices.
• PSA requested a review of the WHS Risk Assessment dated July 2024 due to the removal of the second security guard and significant WHS incidents since the site was opened. This Risk assessment should include staff consultation.
• Staffing issues have not been addressed and there has been further staff resignations since the notification of the dispute.
• PSA raised concern that the added duty of working at the concierge desk increases the workload of our members. There is a roster for the phones, a roster for the concierge desk and will there be an equitable roster for the counter as well?
• Request for research supporting the DCJ design guide before the next meeting so the PSA has time to view this material.
• Request for WHS quarterly data for Campbelltown district and Lismore office prior to the meeting. Despite repeated requests Homes has still not provided this information.
• Clarification on whether the concierge staffing model having two staff on a roster is standard across districts or just the Northern District.
• DCJ workplace design guide lacks reference to Work Health & Safety Act 2011 No.10.
• Concerns about the lack of physical separation of staff and clients and which increases exposure to physical and psychosocial hazards in the concierge model. Request for explanation on how DCJ applies WHS Regulation 2017, Part 3.1 sections 32–37, to the concierge model.

The PSA and Delegates are due to meet with Homes executive early next week and an update will be provided to members at Lismore and Tuggerah.

A calendar invite for an online meeting for members from Tweed Heads, Lismore and Grafton has been sent to members. After members requested an urgent meeting to discuss staff vacancies and excessive workload.

Meeting details

Date Thursday 18 September 2025

Time 1:00pm.

Join the meeting now

Meeting ID 424 797 869 630 3

Passcode Ng2Wr3iW

Any Homes NSW members that would like to provide feedback about the dispute and the concierge model contact Regional Organiser Rebecca Reilly or 0419980503.