The Public Service Association of NSW (PSA) has notified Homes Executive of an Industrial Dispute regarding serious concerns about the new concierge model at Tuggerah Homes:

• Lack of Consultation: No evidence of meaningful consultation with staff or the PSA on the Work Health and Safety (WHS) Risk Assessment in relation to safety concerns raised about the concierge.
• No consultation on the change from appointment only to all clients without an appointment.
• Inadequate Training: Thrive training is incomplete and outdated. Training was rushed despite long lead time.
• Security Guard Concerns: Starts same day as public opening. No clarity on training or coverage during breaks.
• Staffing Clarity: Confusion over whether all staff or only nominated staff are required at the desk.
• Risk Rating Discrepancies: Tuggerah concierge rated Medium Risk despite 11 assaults in 2025. Lismore concierge rated High Risk.
• Child Protection Staff have declined to work at the concierge: Not reflected in Risk Assessment.
• Workload Impact: Increased workload due to concierge.
• Unclear Role Definition: No written guidance on concierge responsibilities
• Design Standards Conflict: Department of Communities and Justice design contradicts WHS and security standards.
• WHS Regulation Compliance: PSA requests explanation of how WHS Regulation 2017 was applied to the concierge.
• Booth Safety Standards: Booths are not WHS compliant.

The PSA directs all members not to work at the concierge desk while we are in dispute.

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