Claimant Support Specialist | Duty Team | Historic Claims | Wellington and Auckland

About the team | Mō te tīma

The State Redress service team plays a vital role in supporting claimants seeking redress for abuse and neglect experienced in care. Working across multiple government redress agencies, the team serves as the first point of contact for claimants, providing compassionate, trauma-informed support and guidance throughout their redress journey.
 
The team provides clear information about redress options, supports claimants to register their claims, assists them to access wellbeing and support services, and helps them request and obtain care records. The team also works closely with agency partners to ensure claimants and their information are connected to the appropriate redress pathway and agency for assessment and resolution.
 
Our focus is on delivering a respectful, claimant-centred service that recognises the impact of past experiences and supports claimants to engage with the redress process in a way that meets their individual needs. 

You will do this by working closely with claimants via phone and email.  We are located in both the Auckland and Wellington CBD.

About the role | Mō te tūnga

You'll join our State Redress service team, supporting survivors and claimants as they engage with redress processes across multiple agencies. In this highly rewarding, people-focused role, you will provide compassionate, responsive support, helping individuals navigate their redress journey and ensuring their experiences are acknowledged with dignity, respect and care.

As a key member of this dynamic and innovative team, you will:

• provide high quality end-to-end support from the initial point of contact through to the completion of each claim
• provide information to claimants about the claims process
• confirm eligibility
• listen to the experience of a claimant, answering questions about time in care
• connect claimants to supports

About you | Ko wai koe

We’re keen to hear from people who:

• can exercise sound judgement and political sensitivity
• have highly effective communication skills
• have a strong client focus
• have well-developed analytical and conceptual thinking
• have proven experience working with individuals affected by multiple issues including domestic violence and child abuse
• have a sound understanding of the needs of people who were harmed as a result of trauma
• have proven ability to engage with professional skills, maintaining boundaries whilst displaying personal attributes that include empathy and understanding towards the claimant
• have experience supporting and mentoring others
• have a knowledge of practice and policy development processes
• are flexible and resilient, and have the ability to cope under pressure
• have experience working with clients from different walks of life
• have a commitment to the Treaty of Waitangi and the development of a service that is culturally responsive and incorporates tikanga Māori
• are able to make connections with people quickly and engage with them in genuinely meaningful ways
• can work collaboratively towards building a great survivors experience
• have excellent relationship management skills

Skills and Experience | Ngā Pūkenga me ngā Wheako

To be successful in this role you will:

• take a lead role in talking with survivors about their experiences in care and providing updates of the progress of their top-ups applications or Historic claims
• provide support, mentoring and guidance to other staff
• manage any particularly complex cases
• be culturally responsive and have an understanding of tikanga Māori and te reo Māori
• have proven experience in effectively working with individuals affected by multiple issues
• be flexible and resilient with the ability to cope under pressure
• be able to make connections with people quickly and engage with them in genuinely meaningful ways
• use your creativity and innovative flair to deliver the results we seek
• work collaboratively towards building a great claimant experience

Position Description | He Whakaahuatanga Tūnga

A copy of the position description can be found here: Claimant Support Specialist position description

Please note: Some responsibilities referenced in the Position Description are not applicable to this role. Specifically, this position does not lead claimant feedback processes, calculate Rapid Claims Framework payments, or prepare claim settlement documentation, including apology letters and approval documents. There are no travel requirements for this role.

Salary | Utu-ā-tau: $79,200.00 - $95,873.00