Your union and local delegates met with management on 19 November 2024 for the final Joint Consultative Committee (JCC) of the year.  The following matters were discussed:

Updates:

Frontline Metro

They are working on a shared understanding of Service NSW’s position on reverting to a 10-day roster as standard.  PSA has made it clear that local managers must be informed 9-day fortnights are still available.  They are not cancelled and employees should be able to request them.  While it may be more difficult to access a 9-day fortnight, it is not impossible and remains an option.

Frontline Regional

They are continuing the discussions around flexible working options, ensuring staff understand why they are having to align resources to customer demand.  PSA reiterated 9-day fortnights are still an option.

The incredible support from staff during the crisis response to the power outage in Broken Hill was acknowledged.

Operations and Facilities

Service NSW is continuing to educate employees on safety and security.  Six Service Centres are getting security training in coming weeks.  They are also holding Keep Me Safe exercises and training programs including a catalogue of videos for staff to watch.

Service NSW is transitioning into a new USU system. Kronos clocks are being replaced, this will start soon.  Consultation will occur first.

Contact Centre

Staff are being supported through Waves 1 and 2.  Service is proud of the fact that Contact Centre has won the Customer Service Excellence National Award.

Work Health and Safety

Service is continuing to update policies and procedures.  The next one going out for consultation will be Personal Protective Equipment (PPE). They have developed a Microsoft First Aid assistant that they will be trialing shortly.  We were also advised that the integrated frontline trial will be extended. There will be consultation around this, please advise your union if this does not occur.

People Matters Employee Survey

Service NSW is looking at feedback and planning a way forward.  PSA has requested a briefing on the survey results.

 

PSA Agenda Items:

Vacancies for Customer Service Representative (CSR) Roles

PSA raised member concerns about vacancies in Service Centres and queried whether Service intended filling the vacancies.  We were advised that the general approach is to review any vacancies once they occur.  If they don’t need to fill the vacancy at that centre they may move the budget to another centre.  They are currently trying to align vacancies with the waves in the restructure.  PSA advises members to let us know if there are vacancies in your area that are causing workload issues for you.

CSRs Trained to Undertake Driver Tester Duties

Service sees this as an opportunity to upskill CSRs and maintain that they are ensuring people can do enough tests to keep their qualifications current.  PSA raised concerns about staff being paid at the appropriate level.  It was noted that you can do a temporary acting assignment (TAA) for one day, meaning you get paid if you do a full day of testing.  If any CSRs who have been trained to undertake Driver Tester duties have conducted tests for a day and not been paid at the higher rate, please inform your driver tester delegates in the first instance.

PSA is also concerned that there may be a pattern of CSRs being asked to do less than a full day of testing and not getting paid on a regular basis.  Service say they have put out a reminder about this.  If this has been happening to you, please advise your driver tester delegates.

Your Driver Tester delegates are:

Kieren Streat

Simon Dawson

7pm Finishes in Contact Centres

We are looking at the possibility of aligning Contact Centres and Service Centres in dealing with the problem of staff being asked to work beyond 7pm for a few minutes each day without attracting overtime rates.  To do so, it may be necessary to vary the Award by consent.  PSA has requested that this remain an action item on the Service NSW JCC Agenda and that we meet in the new year to resolve the issue.

Availability of Cold Water in the Mobile Service Centre (MSC)

It was noted that only one of the 4 MSCs has a fridge.  Service advises that they are not all configured the same and do not necessarily have space for a fridge.  It was suggested that an esky and ice could be carried to keep water cool.  While support vehicles may have fridges, they don’t all travel the same route as the MSC.  They are looking at more sustainable solutions including installing zip line taps.  It was suggested that staff could buy water as incidentals.  PSA advised that the cost is often prohibitive.  Service has said they will look into the cost of cold water.  Please advise your delegates if this continues to be an issue.

Medical Certificates

PSA discussed requirements for medical certificates from approved providers.  During COVID, pharmacists were able to provide medical certificates however they are not listed in the legislation, neither is Tele-Health.  PSA believes managers have taken too literal an approach to this.  Employee Relations will come back to us on whether certificates from providers outside those listed can be accepted.  In the meantime, we remind members that employers are able to request nature of illness be stated on medical certificates.  Please note that does not mean diagnosis.  Breathlessness can be a nature of illness whereas asthma would be a  diagnosis.  Your medical practitioner can put symptoms without putting the diagnosis.

Next JCC

Next Service NSW JCC will be in February 2025.  PSA wishes all members in Service NSW a joyous and peaceful festive season and looks forward to connecting with you in the new year.