PST: your feedback informs solutions – is it enough?

Centrelink have formally responded to the key issues and solutions identified in the PST Changes to Duties Feedback Report . We are seeking your feedback on whether the issues you have identified have been addressed.

Have your issues been addressed?

Please let us know if Centrelink’s response to your solutions meets your needs, complete our short feedback survey or email cpsu.centrelink@cpsu.org.au by Monday 9 August.

Your solutions and Centrelink’s response

1. Work Level Standards

The APS WLS state that the delegation for decision-making rests with the APS 4 classification; however, they are required to consult with senior staff before any decision is made.

Solutions proposed by your union representatives

• Improve support available to staff by introducing a national pool of C3s dedicated to consulting with staff before applying a non payment period. This would operate like a technical support line
• Increase the number of C3s in each site and take them off inbound call queues.

In response to our report Centrelink

• Confirmed that APS 3 staff are not currently and will not make final decisions on CCAs
• Will clarify the procedure when you cannot access an APS5 for decision-making support/consultation can include ending a call until you can get advice
• Propose that, at any time, at least one APS5 in each site, who will not be on any inbound call queue, will be available to provide decision making support.

2. Workload

Centrelink acknowledge that there has been a spike in workload, and have identified strategies to better manage the workload. These include

• Recruitment of 28 non-ongoing staff
• Revising forecasting for the inbound queue and workload priorities (incorporated in a daily report)
• Removing duplication between PST, CSC, and JCN responsibilities.

3. Training

Based on feedback there is a lack of sufficient training on the CCA process. To address this, your union representatives suggested that Centrelink

• Provide further face-to-face group training and individual coaching in order for staff to feel confident in carrying out these duties
• Centrelink provide information on CCA that is simple, clear, and easy to access.

In response, Centrelink have the following solutions:

• The next PST learning forum will focus on CCA. No further details have been provided
• Following the PST learning forum, weekly group L&D for six weeks, led by an APS 5
• Key messages and information to be sent out each week.

4. Performance Management System

Staff are concerned that fewer activities and longer calls will translate into issues with performance assessment.

In response, Centrelink stated that there is no measure of performance specific to CCA nor is there any measure that looks at the length of phone calls in isolation of the type, quality and range of work being undertaken. The agree that performance assessment is based on a holistic assessment of your performance and not statistics.

The next steps

Depending on the feedback we receive, your union representatives will decide on whether further discussions with management are necessary. We will be coming back to you to report on your feedback.

What can you do?

To ensure workers have the power to influence decisions that affect them and protect their interests, it is important that all affected staff get active around this issue. Now is the time to join with your union representatives, who are working together to ensure all of your issues are addressed by management.

There are many ways to be involved:

1. Encourage your colleagues to fill out the short survey online by Monday 9 August,2010
2. Hand out this bulletin to your workmates.
3. JOIN your union, and ask you colleagues to join.
4. Get involved in a CPSU PST National Phone Network – talk to your delegate or email Josephine.zappia@cpsu.org.au
5. Become a CPSU PST contact for your office- contact Josephine.zappia@cpsu.org.au 

Your union membership is important

All staff have a right to influence management on decisions that affect them. With your membership and by working together as members, we have the strength to ensure that your rights are respected. To join your fellow union members, call 1300 137 636, click here or ask your delegate for a membership form.