WIRO – Extended Customer Hours – Roster Implementation and Consultation - Public Service Association

WIRO – Extended Customer Hours – Roster Implementation and Consultation

WIRO – Extended Customer Hours – Roster Implementation and Consultation – May 2019 (PDF version)

The PSA understands WIRO is currently trialing a roster to allow customer service between 8am and 6pm. This is a significant change to workforce operations and NO CONSULTATION occurred with the PSA. The PSA understands that a further extension of customer contact hours – from 7am to 7pm is under consideration.

WIRO is obligated to consult with the PSA over significant changes to members’ working conditions – such as those proposed – and a meeting between PSA and WIRO Management has been scheduled for the week commencing 3 June, 2019

The PSA is in the process of collating members’ concerns to provide a response to Management.

  1. The PSA would like members’ concerns with the current rostering arrangement covering 8am-6pm.
  2. The PSA would like members’ concerns associated with a roster covering hours of operation between 7am and 7pm.

Concerns over the 7am-7pm proposal include:

How does the proposal fit into the Flex Agreement? A 7am-7pm roster would spark issues concerning both the bandwidth and core hours.

It is a small unit. There seems to be insufficient staffing numbers to adequately deal with the opening hours if two staff are to commence work by 7am and two finish at 7pm. How will absences be covered?

Will staff be able to easily take flex to discharge accruals or will constraints be applied? Will staff accrue large amounts of flex and have to forfeit time?

Will staff from other areas be affected?

Will working from home be allowed?

How far in advance will rosters be available? How flexible will these rosters be if someone needs to change? How will rosters be prepared?

Has a business case been prepared to justify the alteration of business operations? Is there actually a demand for the office to be open between 7am and 7pm? What demand from clients is there outside of 9am-5pm? Further, insurers/lawyers are not usually available before 9am and after 5pm.

Please forward YOUR concerns via email to membersupport@psa.asn.au quoting Call 117572 in the subject line by Friday 31 May, 2019. A collated response will be provided to Management early the following week.

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