Document ID: chunk:federal_register_of_legislation:F2024L01380:reg:9:p31
Version: federal_register_of_legislation:F2024L01380
Segment Type: reg
Provision Reference: reg 9 (pt 31/36)
Character Range: 205348–216570

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 potential limited access to reliable communication and technology.                                                                                                                                •         Triaging complex issues – sending these to more experienced workers first or where this is not possible junior workers can flag if they need help.                                                                                    •         Create systems to monitor number of abusive calls and exposure to these behaviours within the work environment.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Providing task rotation so workers can build new skills and get a break from stressful calls/interactions.
A new IT system with performance monitoring software is making workers anxious as they have not yet had training on it and they are concerned it will be used as a means to increase workload, reduce their autonomy or even to sack them.                                                                                                                                                                                                                                           Low reward and recognition of effort in general plus career opportunities are often not communicated to the state workers or those who WFH and they are subsequently over-looked within the organisation.                                                                                                                •         Developing customer behaviour standards and restricting services if workers are exposed to these behaviours. These standards are recorded and consequences played to customers upon first contact prior to speaking with workers.   The supervisor:
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Allowing workers to terminate a call in accordance with behaviour standards and consequences.                                                                                                                                         •         Supports workers who want to develop technical or specialist skills and provides technical and specialist workers with the opportunity to mentor new workers.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Flagging customers with history of breach of standards and ensure restrictions are followed.                                                                                                                                          •         Becomes a member of an industry Mental Health Community of Practice to get ideas and support on managing psychosocial hazards and risks from other peers in the industry.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Ensuring workers take frequent short breaks, away from their workstation.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Providing emotional support during and following abusive interactions (e.g. ability to escalate the issue to a supervisor, debrief time and to recover away from the general work area if required).
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Developing call monitoring policies in consultation with workers and using these for coaching.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Ensuring consultation and training on the new IT system is provided before it is introduced and relaxes the performance targets until workers are familiar with the new systems.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Ensuring scheduled meetings with the WFH and state teams and ensure communication protocols are set up to capture information sharing with the state offices in addition to the other workers.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              •         Creating opportunities for WFH and state teams to be virtually included with the Canberra team or attend the Canberra office or work with the Canberra team remotely.

Scenario Three: Trucking Company
Scenario context and work