More staff are needed at ACT libraries, but reduced operating hours are also in the frame. Photos: Ian Bushnell.
A scathing review of Libraries ACT has found an underfunded, understaffed and dysfunctional organisation that cannot meet its operating hours and has two branches that are underused and could be relocated.
The review by a public service Independent Working Group, headed by Canberra Memorial Parks CEO Kerry McMurray, was initiated in April after the Legislative Assembly passed a Private Members’ Motion from Greens MLA Andrew Braddock the month before.
It was tasked with examining the reasons for unplanned library closures, poor staff morale and the challenges Libraries ACT faced to be a sustainable service.
The IWG’s report was handed unannounced to City and Government Services Minister Tara Cheyne on 22 July and posted on the Libraries ACT website under Policies.
The report pulls no punches, describing a workplace riven with mistrust between front line staff and their managers.
It found inflexible rostering systems and inadequate leave approval processes inhibited staff from applying for leave due to fears of rejection, leading to a rise in unplanned absences.
“These issues are compounded by a reluctance amongst staff to work at multiple branches to support services, poor communication, and a perceived misallocation of resources, particularly a belief that too much resourcing is directed toward enabling roles at the expense of frontline services,” the report said.
The intervention of union representatives had only exacerbated this culture of mistrust, leading to a highly adversarial working environment.
“Legislative complexities, fiscal constraints, and union-enforced minimum staffing requirements further restrict leadership’s ability to implement flexible workforce solutions,” the report said.
“These challenges have created a feedback loop of disengagement and dysfunction.”
Even minor disruptions could lead to branch closures.
The report stated that high rates of unplanned leave, increased union involvement, and widespread reports of stress and burnout resulted in a workforce under strain.
“Enabling staff also report regularly working extended hours to ensure shifts are covered and branches remain open, highlighting the widespread impact of these systemic issues,” it said.
The IWG identified the root causes of increased branch closures as inefficient staffing and the erosion of trust, flexibility and collaboration across the organisation.
“This has manifested in rigid and ineffective processes, poor communication, cultural dissonance, and a lack of shared accountability.”
Civic Library is underused and facing relocation.
The review found both Civic and Erindale libraries were underused and overlapped with other branch areas.
Civic attracts just 199 visits a day but occupies a building of nearly 1500 square metres at an annual rental cost of $366,120.
Erindale has 382 visits a day and occupies a 1609 sqm space in Erindale College at a cost of $138,149.
Civic is slated for possible relocation as part of the Civic and Cultural District Master Plan, while Erindale College would like to use all or part of the space if the library had a smaller footprint.
The review flagged a move to a smaller, more compact express-style service.
Late-night opening hours could also be in doubt, with the review finding they are also underused, while a lack of staff and unplanned absences are compromising service reliability.
It stated that Libraries ACT should review operating hours to better align with community demand and workforce capacity, including exploring reduced hours on low-demand days, weekday closures at selected branches and rationalisation of sites close to each other.
Libraries ACT should consider cutting late-night opening hours at Dickson Library until the service delivery model review is completed.
Branches should also close for the Christmas/New Year stand-down period, like other frontline services, from December 2025.
The review said Libraries ACT should seek $1.7 million from the Mid-Year Budget Review to address cost pressures for the 2025-26 financial year, as well as additional funding in the short term of between $285,000 and $874,000 to implement organisational structure changes.
Branch staff numbers should be temporarily restored to the 2022-23 level for a period of two years.
In total, the IWG made 37 recommendations addressing staffing, rostering, workplace culture, organisational change and funding.
Opposition Leader Leanne Castley said this review was but the latest to show how a toxic culture was preventing library doors from being open.
Ms Castley said the inaction of City and Government Services Minister Tara Cheyne was a disgrace.
“The minister needs to do more, and do it quickly,” she said.
“It is also a mark of an arrogant government that tends to not listen to the reviews, or listen to the staff when they raise complaints.”
An ACT Government spokesperson said the report’s findings and recommendations were being considered and worked through as part of the staff-led program of reform and improvement.
“Any government decision making will be informed by this staff-led work,” the spokesperson said.
“Some immediate improvements are currently being explored with staff, with a focus on improving the library experience for both visitors and staff.”
