Workload Management Procedure
1. Purpose
This procedure has been developed to help employees collaborate with their managers in
designing work practices that promote well-being, work-life balance, and prevent harm in
environments where workload is identified as a health and safety hazard.
Since there is no one-size-fits-all approach to managing workload issues, it is necessary to tailor
the approach to each workplace in order to identify and address relevant issues.
It is important to clarify that this procedure does not define what constitutes a reasonable
workload. Instead, it serves as a support process for business and operational planning activities.
Employers have a responsibility under the Occupational Health and Safety Act 2004 (OHS Act) to
provide and maintain a safe work environment, which includes ensuring a safe and healthy
workload for employees.
Employees who are facing workload issues are encouraged to first speak with their manager. In
most cases, concerns about workloads can be addressed through day-to-day communication
between employees and their managers, with reference to this procedure.
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2. Scope
his procedure applies to all employees when participating in department/entity
activities.
3. Principles of good workload management
Effective workload management requires an understanding and acknowledgment of the following:
The employer holds the responsibility for managing workloads effectively to maintain a safe
work environment.
The employer is accountable for providing the necessary resources to ensure a safe
workplace.
The employee and employer will collaborate to address concerns about work allocation in
accordance with workplace health and safety legislation, policies, and any relevant industrial
agreements.
Workload management is an integral part of normal business operations, and work is
assigned and prioritized to support strategic priorities and align with business, operational,
and workforce planning processes.
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Natural fluctuations in workload occur as part of meeting service delivery requirements.
Workplace conditions change on a daily basis, and managers are responsible for managing
workloads to meet the needs of the local and business areas.
Workload allocation takes into consideration the training, skills, knowledge, classification,
and position description of individual employees, as well as the equitable distribution of
workload across teams.
Decisions regarding workload allocation also consider the work-life balance of employees,
including making appropriate arrangements to cover planned leave and minimize the
impact on other staff.
Employees will not be required to consistently undertake work that significantly exceeds
ordinary working hours.
Effective workload management relies on the identification and analysis of data/information
and accurate and consistent performance reporting.
Processes for escalating issues and resolving disputes are in place and can be utilized when
necessary.
4. Signs of a possible workload management issue
Signs of a possible workload management issue may include:
1. Missed Deadlines: If employees consistently struggle to meet deadlines or projects are
frequently delayed, it could indicate an excessive workload that is difficult to manage
effectively.
2. Increased Errors or Quality Issues: When employees are overwhelmed with work, they may
rush or overlook important details, leading to an increase in errors or a decline in the quality
of their work.
3. High Levels of Stress: Excessive workloads can contribute to high levels of stress among
employees. Signs of stress may include increased absenteeism, decreased morale, irritability,
or physical symptoms such as headaches or fatigue.
4. Burnout: Employees experiencing an overwhelming workload may exhibit signs of burnout,
such as emotional exhaustion, decreased motivation, or a sense of detachment from their
work.
5. Increased Overtime or Extended Working Hours: If employees consistently work overtime or
have to extend their working hours to complete their tasks, it may indicate that their
workload is too heavy to manage within regular working hours.
6. Lack of Work-Life Balance: When employees struggle to maintain a healthy work-life
balance, such as regularly working late or on weekends, it suggests that their workload is
encroaching on their personal life.
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7. Decreased Productivity: If employees' productivity levels decline despite their best efforts, it
could be a sign that their workload is overwhelming and hindering their ability to perform
at their best.
8. High Turnover Rates: A high turnover rate within a team or department may indicate that
employees are feeling overwhelmed by their workload and seeking opportunities elsewhere.
9. Lack of Communication or Collaboration: When employees are overloaded with work, they
may have limited time for communication or collaboration with colleagues, leading to a
breakdown in teamwork and coordination.
10. Employee Feedback or Complaints: If employees consistently express concerns about their
workload, feeling overwhelmed, or struggling to manage their tasks, it is important to take
their feedback seriously and address any potential workload management issues.
It is essential for managers to be proactive in identifying and addressing these signs to ensure that
workloads are manageable and employees can perform at their best while maintaining their well-
being.
5. Process steps
Stage 1 – Process for local resolution
The process outlined in Table 1 provides a step-by-step approach for managing a workload management
issue identified by employees. It can also be used proactively by managers to create a safe work
environment. If the workload issue poses a risk to employee health and safety, it is important to follow the
hazard and incident reporting process. Employees have the option to seek support from a Health and
Safety Representative (HSR) or union delegate at any point in the process. If employees are represented
by an HSR, their involvement is necessary for consultation. Both employees and managers can also seek
assistance from Human Resources or the department's/entity's safety team at any stage of the process.
Table 1: Steps for managing a workload management issue identified by one or more employees
Step Action Who Relevant tools
1 Hazard / incident identification Employee/s ‘Workload management – a guide for
managers’ provides guidance as to
Employee/s discuss issue with their manager
what needs to be considered by
Report issue in the hazard and incident management managers when dealing with
system. workload issues.
Employee/s should discuss issues relating to workload informally The guide provides several
with heir manager in the first instance and give them a worksheets referred to below.
reasonable opportunity to respond. Worksheet 1– Hazard /incident
Factors that employee/s could raise with their manager could identification of workload issues
include: contains examples of workload
the reasons they believe there is a workload issue indicators and measures and can be
used to collect data for issue
objective indicators and/or evidence that supports this view identification.
proposed action to resolve the issue.
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Step Action Who Relevant tools
The issue should also be reported in the hazard and incident
management system.
2 Hazard analysis and risk assessment Manager Worksheet 2 – Analysis of
Employee/s workload hazards provides a
Manager to analyse the hazard to determine underlying
template to consider the range of
causes or contributing factors HSR/s factors involved, the associated risks
An analysis will be carried out by the manager to understand the and possible impacts on the work
nature of the workload issue, including underlying causes or unit and employees, including work
contributing factors. unit outcomes and health and safety.
Managers must determine the level of risk associated with the Worksheet 3 – Risk assessment
identified workload hazard, the impact of such risk and the matrix provides a risk evaluation
consequence of taking or not taking any action. framework for assessing and
Employee/s may be asked to be involved in this process, analysing the risks. There may also
depending on their level of knowledge of the identified factors. be alternative risk assessment tools
Where employees are represented by a HSR consultation must already in use.
involve the HSR.
3 Develop options Manager Worksheet 4 – Risk controls
Employee/s provides a template to develop a list
Manager to communicate outcome to employee/s. Further
of options and actions to best resolve
action required HSR/s the workload issues and to manage
If the manager determines that action is required, options or the associated risks. This should be
actions will be developed by the manager and communicated to completed in consultation with
employee/s and HSR/s where relevant to manage the affected employee/s and HSR/s
associated risks. where relevant.
No further action required
If the manager determines that no action is required, the reasons
why this view was formed will be communicated in writing to the
employee/s and HSR/s where relevant. The manager will
monitor the risk in regular business planning activities.
Employee/s who remain dissatisfied may submit a Workload
Review Request – refer to Stage 2 below – or seek resolution
through the hazard and incident reporting process or OHS issue
resolution procedure.
4 Risk controls Manager Worksheet 5 – Recommended
Employee/s actions for resolving workload
Manager to implement the actions (if any)
risks – provides a template to assist
An action plan will be developed by the manager, in consultation HSR/s to incorporate factors that should be
with employee/s to implement risk controls using the hierarchy of included.
controls, including allocating various tasks, roles and
responsibilities while stipulating agreed outcomes and
performance targets.
Where employees are represented by a HSR consultation must
involve the HSR.
5 Review and report Manager Worksheet 6 – Review provides a
Employee/s template to assist in reviewing
Manager to monitor and review the actions on a regular
actions to ensure a safe and healthy
basis and revise actions when necessary HSR/s work environment and continued
After an action plan has been implemented, the manager should achievement of desired business
undertake an assessment in consultation with employee/s and outcomes.
HSR/s where relevant to determine how effective and successful
Worksheet 7- Reporting provides a
the actions have been in addressing the workload management
template report form to track agreed
issues.
actions.
Stage 2 – Formal Workload Review Request
f informal resolution of a workload management issue is not possible using the steps outlined in Table 1, or
if employees remain dissatisfied, it may be necessary to escalate the issue formally in accordance with
Clause 13 (Workload) of the VPS Agreement. Table 2 provides the process for formal escalation. It is
important to address any escalated workload management issue in a timely and efficient manner.
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Throughout the process, employees should be kept informed of developments and progress. If the
workload issue poses a risk to employee health and safety, it is essential to follow the hazard and incident
reporting process in addition to the formal escalation process outlined in Table 2.
Table 2: Steps regarding lodging a Workload Review Request
Step Action Who
1 Employee/s submit a Workload review form to [insert name]1 [insert name]
An employee or group of employees may request a review of their workload if they believe the Employee/s
workload is unreasonable. The request must be in writing using the Workload Review Request Form
and submit it to the [insert name]. The request must set out details of the workload and the reasons
why the workload is considered unreasonable and the risks to health and safety it presents.
The [insert contacct] must report the request in the hazard and incident management system and refer
the request to the relevant management for their action.
2 Management to respond to request in writing within 21 days [insert name]
Upon receipt of a request by an employee or group of employees, management must provide a written Manager
response within 21 days, stating whether the request has been granted or refused.
3a Review request supported [insert name]
If the review request is supported, a review of the workload of the employee or group of employees Manager
will be conducted. Depending on the complexity of the issue, the review may be undertaken by the
manager using the steps outlined in the informal process outlined above or other more appropriate
reviewer.
3b Review request not supported [insert name]
If the review request is not supported, the written response must include details of the reason for the Manager
refusal. Employee/s who remain dissatisfied may refer to the dispute resolution process (step 5).
4 Implementation of review outcomes Manager
Following the completion of the review, the employee or group of employees and the employer shall Employees
agree on any necessary adjustments that are required to be implemented to ensure the workload for
the employee or group of employees is reasonable.
5 Dispute Resolution Employee
Where an employee or group of employee remains dissatisfied, the employee/s may refer the matter
to the Resolution of Disputes process in accordance with clause 12 of the VPS Agreement and/or the
OHS issue resolution process.
6. Further information or assistance
If you require any further information or assistance you can contact your local Safety Adviser, Health and Safety
Representative or HR Business Partner or [insert any additional contacts].
7. Related information
Occupational Health and Safety Act 2004 (Vic)
Clause 12 (Resolution of Disputes) VPS Agreement
Clause 13 (Workload Management) VPS Agreement
Hazard and incident management procedure
OHS issue resolution procedure
WorkSafe Preventing and managing work-related stress – a guidebook for managers
Workload management – a guide for managers
Worksheet 1 – Tools for managers
Worksheet 2 – Analysis of workload issues
Worksheet 3 – Risk assessment matrix
1
For example, Review Registrar, Senior Manager, HR Contact etc
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Worksheet 4 – Options for resolving workload issues
Worksheet 5 – Recommended actions for resolving workload issues
Worksheet 6 – Review
Worksheet 7 – Reporting
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