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

About the team | Mō te tīma

The Duty team helps claimants through the Historic claims process and is the primary point of contact for them, while they are waiting for their claim to be allocated.

You will make a real difference in these customer-centric roles working and supporting claimants/survivors who have been unjustly treated in State care, in particular the care of Child, Youth and Family and its predecessors.

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

• provide 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
• provide training, mentoring and guidance to Claimant Support Specialists
• focus on providing high quality customer-centric service
• be highly culturally competent – Te Reo me nga tikanga Māori
• work closely with people to support them through the Historic Claims process

You will do this by working closely with claimants via phone, and where necessary video or face to face. We are located in both the Auckland and Wellington CBD.

About you – Skills & Experience | Mōu – Ngā Pūkenga me ngā Wheako

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 claimanhave experience supporting and mentoring others
• 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.

Accountabilities & Deliverables | Ngā Haepapa me ngā Whakatutukinga

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: Senior Claimant Support Specialist position description

Senior Claimant Support Specialist salary range: $103,815 - $125,958