BACKGROUND:

Further to the voluntary conference before Commissioner McMahon On Monday 12 January 2009, the PSA  subsequently met on two occasions with Mr Mike Grillo, Executive Director Service SA and Ms Rosemary Markotic Director, Human Resources DTEI.  The PSA was represented by PSA worksite representative (Elizabeth CSC) Mr David Clayton, and PSA officers Alan Wheeldon and Mike Thorpe.  On-going meetings are scheduled for February – March.

The matters discussed were the outcomes of the PSA's claim to the Industrial Commission that:

1.No operator required to work more than 5 ½ hours per day at the counter.

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

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

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

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

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

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

PROGRESS UPDATE:
During discussions the following matters have been discussed and agreed:
The protocol for the provision of a Security Guard at a Customer Service Centre
the commencement of the tender process for the OH&S review and “Introducing Best Practice” review.

The requirement to provide a Security Officer at a Customer Service Centre on occasions of perceived risk to either staff or clients is accepted by Service SA and the agreed policy is to be implemented without further referral to the consultative group.

The PSA will monitor the progress of the reviews into OH&S and Best Practice, and the PSA encourages members to support the reviews by actively participating in the data collection process if requested.  Remember the value of the two reviews is dependent on the quality of information provided to the consultants.

Also identified as a matter of concern is the provision of suitable facilities to ensure the safety of the Customer Services Reception Officer.  While a number of options have been discussed there is general agreement that “not one size fits all”, however the parties agreed that members should approach their Branch manager to discuss options tailored to the needs of each Branch.  The PSA encourages members to raise this matter with your Branch manager and advise the PSA of the outcome.

However PSA members still complain of excessive workloads and the requirement to work full shifts at the counter without respite.  The PSA maintains that no operator should be required to work more than 5 ½ hours per day at the counter and all operators should be rostered a minimum 1 hour per day for “back room” operations.  The PSA expects this matter will be addressed consequential to the outcomes of the reviews, however in the interim:

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 ?

For the short term there will probably be not much action in the CSC Branches until tenders are let and consultants engaged to undertake the reviews, however the PSA should be able to report on heightened activity by mid March.

In the interim the PSA encourages members to speak with your manager to re-affirm your concerns about work-load and safety.  PSA staff will continue to visit CSC Branch Offices to consult with members about your problems in the workplace.

PSA WORKING FOR YOU