Document ID: chunk:federal_register_of_legislation:F2024L01380:reg:9:p30
Version: federal_register_of_legislation:F2024L01380
Segment Type: reg
Provision Reference: reg 9 (pt 30/36)
Character Range: 198667–205974

small number of call centre staff. There is no structured communication process with the state offices or with those working from home (WFH) and information is not communicated consistently.   High work demands through role overload from the constant time pressures and required response times, which are not adequate for complex matters. Staff are also at risk of verbal abuse from distressed clients.                                                                                                      The organisation (PCBU), after consulting supervisors, workgroups and HSRs takes the following steps to reduce role overload and role conflict:                                                                                                 The PCBU:
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Is renegotiating service level agreements and response times so they are manageable with existing worker numbers.                                                                                                                     •         To identify risks and adequacy of controls, gets workers to complete the People at Work psychosocial risk assessment survey and monitors and reviews other WHS data.
There are tightly scripted responses, protocols and service standards to deal with the calls, and limited time allocated to spend with each person. Long call queues with automatic call drop-ins means workers feel constant time pressure.                                                                                                                                                                                                                                         Low job control and lack of task variety as work is tightly scripted and roles narrow, generally with poor support.                                                                                                                                                                                                      •         Has addressed some of the reasons for the role overload and customer abuse: improved scripts, provided a process to triage, and offer customers alternatives if wait times are lengthy.                                               •         Ensures the leadership team have all completed training on their WHS duties and good work design and are applying these to future restructures and planned IT upgrades. Opportunities for automated web-based services (e.g. online applications) are also investigated.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Supports workers who want temporary secondments to other parts of the business for two-way learning and a break from the regimented work.
Workers always do the same tasks and their break times are regimented. Customers can become abusive due to long wait times.                                                                                                                                                                                                                                                                                                                                                          Lack of role clarity and poor organisational change management around new IT systems and the restructure. Management does not provide consistent communication regarding changes within the organisation and workers outside of Canberra are often left out of training regarding changes to organisational systems.   The supervisor, to reduce role overload, client verbal abuse, low job control, lack of task variety, poor support and risks from isolated work and poor change management, is:                                                                    •         Reviews systems in place to ensure workers located in WFH team and state offices feel connected and supported and obtains feedback from workers.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Provide training on managing aggressive and distressed customers.                                                                                                                                                                     •         Review systems in place to manage behaviour standards of customers and restrictive services.
A recent restructure occurred, and workers are unsure about their roles and future workloads.                                                                                                                                                                                                                                                                                                                                                                                        Remote and isolated work environment for workers who are in the work from home team where there is limited support and