2015-09-15 Infrastructure and Services Committee Att 2 to Item 4 The J Service Review 2014-15

                                                                      Service Review 2014-15
                                                                                                     The J

10.5 General operations
The J opening hours vary depending on the activities and events on site on any one day. Reception
hours are 9.00am–5.00pm Monday–Friday, similarly Box Office 9.00am–4.30pm (and one hour prior
to show time). Consideration has been given to the reduction of opening hours, however current
staffing times are already based around the activities/events on site and it would be difficult to further
reduce the operating hours. A reduction would also potentially impact on customer service, building
security and maintenance, and revenue opportunities

The level of service provided by staff to the hiring organisation varies depending on the requirement
for each event. The J is flexible and can adapt to the expectations and requirements of its clients and
customers. Current rostering aims to provide minimal staffing levels in order to operate as efficiently
as possible. The introduction of staggered staff rosters and multi-tasking has reduced duplication and
enhanced staffing efficiency. Additional casual staff are engaged on an as-required basis.

For large events such as Noosa Long Weekend Festival, volunteers are used to help usher people
and perform other Front of House duties. There may be opportunity to increase the number of
volunteers at events to reduce labour costs, however, WH&S, the cost of training and supervision
(and potentially service quality) would also need to be considered.

Feedback is obtained through surveys following events and shows. This feedback has been used to
assist in identifying where service can be improved. Improvements may relate to content of a
performance/show, general aesthetics or amenities of the venue.

Staffing levels vary depending on demand for activities and events. Liquor licensing legislation can
impact on the requirement for increased staff levels to ensure The J meets its licensing obligations
including sufficient numbers of qualified staff. Current staffing levels are minimal however adequate.

Resourcing is generally appropriate for the service expectations/requirements. The employee skills
mix is also currently adequate; however, continuing to reduce demarcation within the team will further
assist the rostering and operational efficiencies.

 OPPORTUNITY – Ongoing multiskilling within the team to assist with rostering to meet
 the operational requirements of The J.


The service delivery for The J requires flexible working conditions which is restrictive and cost
inefficient under the current Award and Certified Agreement (CA) conditions. The implementation of
the modernised Award and Council’s Enterprise Agreement could prove more practical and industry
relevant. While the current organisational structure is adequate, it should be acknowledged that
flexibilities to meet industry requirements are necessary. Management is working with HR to consider
industry-relevant hours of work, penalties and overtime.

 OPPORTUNITY – Potential to reduce salary costs and increase operational efficiency
 with the development of a new certified agreement.


10.6 Additional funding opportunities
There are limited opportunities for Council to access external funding for the operation of The J;
however opportunities may exist where community user groups source funding to assist with provision
of equipment and capital works particularly through grant applications.




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