T3 Bankstown Line Case Study: Workforce Planning and Recruitment Solutions for Sydney Metro

Supporting Commuters Across Sydenham to Bankstown with Local Recruitment and Workforce Solutions

In September 2024, the T3 Bankstown Line closed between Sydenham and Bankstown for five weeks to allow conversion to the Sydney Metro standard. Transport for NSW (TfNSW) required a flexible and adaptive workforce solution to manage commuter disruption across key suburbs including Marrickville, Dulwich Hill, Canterbury, Campsie, Belmore, Lakemba, Wiley Park, Punchbowl and Bankstown.

McArthur was engaged as the recruitment partner to deliver skilled customer engagement teams, providing clear communication, multilingual support, and real-time feedback to TfNSW throughout the project.

Recruitment Challenges 

Delivering workforce coverage across nine busy stations in Sydney's southwest and hubs created unique challenges:

• Recruiting local staff in Marrickville, Canterbury and Bankstown to reduce travel barriers and build commuter trust
• Ensuring diversity in recruitment, with teams able to engage Sydney’s multicultural communities in 24 languages
• Designing a proactive recruitment model with contingency staff to guarantee 100% coverage
• Providing structured workforce planning for shifting schedules and high commuter volumes
• Maintaining commuter confidence across areas most affected by the closure

McArthur’s Proactive and Adaptive Recruitment Approach

McArthur applied a targeted strategy to deliver reliable staffing during the closure period:

• Local recruitment campaigns in Sydenham, Dulwich Hill, Canterbury, Bankstown and other South Western Sydney suburbs to source postcode-specific talent familiar with the community
• Diverse and inclusive recruitment: 2,891 multilingual interactions recorded with commuters in Lakemba, Wiley Park, Belmore and Punchbowl
• Adaptive workforce solutions: contingency teams activated to meet timetable changes and service disruptions
• Workforce reporting for TfNSW: weekly insights on commuter sentiment, lessons learned and recommendations for ongoing improvement
• Temporary staffing agency support: delivering 12,558 staffing hours across 24 transport hubs in just five weeks

Workforce Outcomes Delivered

McArthur’s recruitment and workforce planning ensured service continuity during the transition:

• 12,558 staffing hours delivered across the closure period
• 54,500+ commuter interactions managed professionally by Pink Shirt Teams
• 2,891 multilingual engagements supporting Sydney’s diverse communities
• 100% shift fulfilment across Sydenham, Canterbury, Campsie, Lakemba, Bankstown and all intermediate stations
• Actionable insights that strengthened TfNSW’s ability to plan future transitions

Proven Recruitment Solutions for NSW Employers

The T3 Bankstown case study demonstrates McArthur’s expertise in workforce planning, local recruitment and adaptive staffing solutions for government and transport projects. Employers across Sydney metro and NSW choose McArthur because we provide:

• Proactive recruitment strategies that ensure 100% coverage during disruptions
• Culturally inclusive staffing models tailored for diverse communities
• Temporary staffing solutions that can scale quickly to project demand
• A trusted track record as a government recruitment support partner in New South Wales

Follow the link below to find out more about the project, our solutions and outcome for the T3 Bankstown line closure.