Document ID: chunk:federal_register_of_legislation:F2024L01380:reg:9:p33
Version: federal_register_of_legislation:F2024L01380
Segment Type: reg
Provision Reference: reg 9 (pt 33/36)
Character Range: 222901–233924

scheduling concerns with the dispatch manager without success and thinks if she raises them again, she might lose the contract. She would like to have a say in how deliveries are scheduled but these are arranged between the company and their customers.  Work-related violence – drivers experiencing verbal aggression as customer expectations for supply of goods have not been managed.                                                                             •         Consulting with the trucking company manager regarding scheduling.

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         The PCBU, after consulting customers, to address role overload and work-related violence will be communicating to customers:
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           •         Company policy on delivery timeframes
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           •         Notifying them in writing that verbal aggression is not acceptable, and goods may not be delivered if truck drivers are exposed to such behaviours
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           •         Requesting that delivery concerns should be directed to the company directly.

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         The trucking company manager:
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           •         Checks in with drivers before agreeing to delivery schedules to ensure these are realistic and encourages early feedback on delivery issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           •         Introduces a system to alert the dispatch manager and retail business if delivery delays are likely
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           •         Introduces systems for fatigue management and occupational aggression including training and support systems.

Scenario Four: Public Sector Department
Scenario context and work context                                                                                                                                                                                                                                                                                                                                                                                             Psychosocial hazards and risks                                                                                                                 Psychosocial controls                                                                                                                                                                                                                                                       Review and improve
A busy Public Sector Department is based in Canberra.                                                                                                                                                                                                                                                                                                                                                                         Role overload: high workloads, demanding expectations from management, and long working hours with inadequate opportunities for recovery.      The organisation (PCBU), after consulting with staff, to manage role overload, cognitive and emotional demands, low control, poor support and recognition, and bullying, now:                                                                                               As part of the process to improve the controls that can be quickly implemented, the Secretary and senior management:
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               •         checks with teams about their workloads before allocating new projects to ensure they have spare capacity and that these discussions are courteous and reasonable.                                                                                                •         regularly consults workers, reviews the project management systems to identify psychosocial hazards and risks, ensures controls are working, and looks for opportunities to improve these.
To meet expectations, staff regularly need to work long work hours and sometimes work alone at night to meet the demanding turnaround timeframes. However, workers report they are exhausted, and do not have time to adequately prepare briefing and advice for Government. The culture discourages asking for help and encourages being 'seen to be at the office'.                                                         High cognitive and emotional demands: complex technical work with substantial pressure to meet the priorities and commitments of Government.     •         reviews staffing levels and increases staffing levels to ensure workloads are reasonable considering timeframes and work demands.                                                                                                                                 •         completes training on workload and mental health first aid.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               •         revaluates team structures and resourcing to better manage role overload and ensure there is extra support where required from senior