At this moment a number of our PSA members in flood affected areas of NSW are facing either the loss or significant damage to their homes and many others will not be able to get to work due to the floods or their centre also being damaged by the floods.

PSA Emergency Relief Fund

For those members who have lost or suffered severe damage to your home, the PSA now has a permanent Emergency Relief Fund, to apply please click HERE.

We have been advised by Service NSW that the following centres are currently closed: Grafton, Maclean, Ballina and Tweed Heads, also closed and damaged by floods are Lismore, Casino and Murwillumbah.

The PSA has been advised by Service NSW that communications have been sent out to all staff affected. Where alternative work arrangements and the centre is closed, Special Leave should be available. For those who can’t get to work, you have access to FACS Leave. However, if your FACS Leave is exhausted you are strongly encouraged to reach out to your manager as well as utilising the EAPS and other supports that are available for you.

Unfortunately, the list above will probably increase over the next couple of days as this current weather event works its way through the state. If you have any problems in accessing your FACS Leave if you are unable to get to work the PSA can assist you.

Joint Consultative Committee

The Service NSW Joint Consultative Committee (JCC) was held on 22 February 2022 and was attended by your PSA Delegates and senior leaders from Service. The following is a report back to members on that meeting.

CCO/CSR dispute

We are still waiting on the final part of the work that has been undertaken by Service to address the task mapping of the roles. This should hopefully delineate clearly between the roles and address the issue of job creep of the CCO role into the CSR.

This work has now been completed. However, it is still with senior management and there will be a further meeting with the PSA in March 2022 to hopefully resolve this long-standing matter,

We were further advised that the ratios across of the contact centres of CCOs to CSRs is at approximately 50 per cent. However, PSA Delegates have advised that this is not necessarily reflected in the make-up of the actual teams and your union has raised further concerns with Service NSW around the CCO/CSR, particularly in the Roads 1 team.

COVID update

At the time of the JCC, Service NSW was undertaking a further risk review in response to the changing public heath orders. The results have been subsequently provided to the PSA and are summarised for you here:

Masks 

• Masks are required to be worn by staff in any situation where social distancing of 1.5m cannot be maintained. Some examples of this are:
  • When in vehicles, including Driver Testing.
  • CSR’s sitting at adjacent Counters within 1.5m.
  • When in an office environment within 1.5m of other people.
  • DSR’s unable to maintain 1.5m from customers.
• Staff are encouraged to wear a mask when working more than 1.5m from others.
• Masks can still be removed in meal rooms to allow staff to eat and drink.
• Customers will be required to wear a mask in the following situations:
  • During driver testing.
  • When sitting DKTs where they cannot maintain a safe physical distance of 1.5m from other test candidates.
• There is likely to be an increased occurrence of customers not having a mask with them. Where a customer cannot source a mask, one can be provided from local stock.

RAT’s for Screening/Surveillance 

• Will remain in place as per previous updates except for the ongoing use of RAT’s whilst travelling/ away from home SNSW locationwhich will now be every second day for:
  • All staff attending training,
  • All staff attending community events,
  • Two or more Leaders travelling together for SNSW visits.

RAT Screening will be reviewed in two weeks’ time, to allow assessment of the impact of the reduced restrictions. Further information for sites requiring more stock will be sent out later this week.

QR check in 

• Staff will continue to check in via the QR code. This will ensure staff can be contacted if required in the event of a COVID 19 outbreak. This will be reviewed in line with the frequency of Health using the system to notify us of exposures.

Density limits 

• Density limits no longer apply however, service centres should try to limit the number of customers in the centre to maintain the recommended 1.5m safe physical distancing.

Community engagement              

• Approval for participation in Community Events outside the Service Centre will now be directed to the Regional Manager, instead of Directors.

Face-to-Face meetings/events 

• When planning team meetings, Leaders are encouraged to consider the impact on operations if their entire team were to attend a gathering and contract COVID.
• A virtual option should be maintained to support people in not attending in-person if they are symptomatic.
• Where an entire team is required to meet face-to-face, consideration should be given to the use of RATs prior to the event.

Flexibility pilots

The PSA has long been advocating for increased flexibility for our members in Service NSW and are encouraged with the recent pilots in both service and contact centres, so we are very pleased with the recent extension of the flexibility pilot for the contact centres.

While we will continue to push for 100 per cent of all Service NSW staff to have access to flexible working conditions, the 50 per cent access to the nine-day fortnight for contact centre staff is a big step in that direction.

For those staff who are on the Service NSW Flexibility Working Hours Agreement (FWHA), it has also been confirmed that the current arrangement which has shifted onto the DCS FWHA will be extended for the next settlement period to 19 June 2022, as the DCS FWHA is a superior agreement the PSA is supportive of this.

Genysys rostering

PSA Delegates have raised concerns with the Genysys rostering system, particularly with regard to how it manages the shift patterns. We were advised that at the moment the only way to resolve it would require manual entry for every staff member equating to a full-time role.

However, there has been acknowledgement that it is an issue and will continue to be a standing item for the JCC and we will report back on progress.

DSR casual pool pilot (Sydney Metropolitan)

Another pilot which will soon begin is a casual DSR pool for the Sydney region to help mitigate unplanned staffing shortages. In principle this should not be an issue as long as the ‘casual’ employment relationship is just that and should also allow for fulltime DSRs to have better access to TAA into CSR roles.

PSA wage claim: 3.6 per cent

You will have recently seen the communication from the PSA with regards to the PSA’s wage claim of 3.6 per cent and undoubtedly you will also have seen in recent times the industrial action being taken by your fellow public sector employees in Teaching, Nursing and Trains.

Make no mistake, the polices of the current State Government since 2011 through its Wages Policy have been a direct attack on your wages and in real terms we are now going backwards.

We all appreciate that the past few years from fires, pandemic and floods have not been easy but the government has also increasingly relied and expanded the role of Service NSW in providing the support and services to the community.

Your union knows that this has not been easy and it has been the dedication of our members who many still had to go into the workplace during the height of the pandemic along with excessively increased workloads and often little to no turn around as new business lines following media announcements.

This work needs to be recognised and not just through platitudes but through proper remuneration and in light of this the PSA General Secretary has now written to the NSW Government putting forward our claim for a 3.6 per cent pay increase for 2022. We will keep you posted as to how this progresses over the next few months.

Member Support Centre

Should you require support from your union we are only a phone call or email away, the PSA Member Support Centre is open from Monday to Friday 9.00 to 5.00 by phone 1300 772 679 or email

We need you – join the PSA

A union is only ever as strong as its members as we look to mount a significant challenge to get pay increases back in line with inflation which often becomes a costly legal battle in the Commission it is your fees that support that.

Some small ways in which you can help your union is to encourage a colleague to join or put the bulletin up on a noticeboard.

Your PSA Delegates are:

PSA Central Councillor, Janice Hartmann – Newcastle Contact Centre

Kieren Streat, DC Chair Driver Tester Relief Pool

Robbie Gratton, DC Secretary – Newcastle Contact Centre

Trina Leask – Newcastle Contact Centre

Nelson Gay – Maitland Contact Centre

Susan Townsend – Blacktown Service Centre

Margie Buttigieg – Lithgow Service Centre

Joanne Fox – Marrickville Service Centre

Daniel Seymour – Auburn Service Centre

Will Thompson – Haymarket