BACKGROUND:

On Monday 12 January 2009 the PSA sought the following outcomes from DTEI in a claim to the Industrial Relations Commission to ensure members employed at Service SA Customer Service Centres are no longer subjected to unreasonable workloads and member's welfare and safety is maintained:

1. All operators required to undertake “floor walking” to be given training in dealing with (difficult) customers.

2. All operators rostered for minimum 1 hour per day for “back room” operations.

3. Service SA to provide extra staff/security guard at all Customer Service Centre branch offices.

4. Review and report by independent case management consultant to determine safe working conditions in Service SA Customer Service Centres.

5. Service SA to provide all relevant statistics for accumulated toil and flexi-time.

6. Service SA to provide all relevant statistics relating to absenteeism in each Service SA Customer Service Centre branch showing:

   - sick leave

   - work cover

   - other leave

OUTCOMES - INDUSTRIAL COMMISSION VOLUNTARY CONFERENCE:

2. All operators required to undertake “floor walking” to be given training in dealing with (difficult) customers. AGREED

6. Service SA to provide all relevant statistics for accumulated toil and flexi-time. AGREED

7. Service SA to provide all relevant statistics relating to absenteeism in each Service SA Customer Service Centre branch showing:
                            - sick leave   
                            - work cover
                            - other leave AGREED

4. Service SA to provide extra staff/security guard at all Customer Service Centre Branch offices.

Service SA agreed to provide security staff contingent upon protocols to be agreed with the PSA.

5. Review and report by independent case management consultant to determine safe working conditions in Service SA Customer Service Centres.

Service SA agreed to a review to be undertaken by independent consultants into the OH&S practices in the Customer Service Centre Branch offices, and a separate review into benchmarking “best practice” procedures against peer industries (eg banks, Australia Post) to ascertain appropriate counter work times and workloads for Branch staff.

The PSA sought these outcomes as an interim measure as a protection for members pending the findings of the reviews, however Service SA management would not agree to these PSA demands per se. To achieve a positive outcome the parties agreed that no member should feel threatened or stressed at the worksite and members who require respite from “front office” duties should speak with their branch manager. If members are dissatisfied with the manager's response then contact the PSA who will advocate your matter with Service SA Executive Director Mr Mike Grillo.

WHERE TO FROM HERE ?
As advised previously the PSA strongly advises members to report to their manager immediately they feel stressed, pressured or threatened and demand respite from counter/”floor walking” duties until to you are fit to return.

The PSA contends the core problem affecting workloads and causing stress for members is the lack of sufficient staff in the Branch offices; the PSA is confident the independent reviews will verify the PSA's assertion that Customer Service Centre Branch Offices ARE UNDER-STAFFED !

The PSA will visit Branch Offices over the next few days to explain the outcomes of today's conference before Commissioner McMahon. To support members the PSA will continue to consult with you to ascertain if there are improvements for members at the worksite.

Today is not the end of this matter, but rather just a beginning and the PSA will refer the dispute back to the Commission if DTEI does not comply with the undertakings given today.

For inquiries please contact PSA Industrial Officer Alan Wheeldon on 8205 3204 or alternatively e-mail: avw@cpsu.asn.au

20 January 2009