Senior Claimant Support Specialist, Historic Claims
4 days ago
About MSD
The Ministry of Social Development is a people-centred organisation. We're in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.
We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whānau and communities.
As a Te Tiriti o Waitangi partner we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.
Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.
About Historic Claims
Historic Claims, on behalf of the Ministry of Social Development (MSD) provides an Alternative Disputes Resolution Service (ADRS) to assist claimants who have raised allegations or concerns of abuse or neglect while in State care.
Historic Claims works with claimants to help them understand their past experience in care. We acknowledge and recognise the harm claimants have experienced and take steps to put this right.
A key focus for Historic Claims is to ensure we deliver the best possible outcomes for claimants, and that they encounter mana manaaki (a positive experience every time) whenever they come into contact with us.
Senior Claimant Support Specialist - Historic Claims
- Fixed Term or Secondment to 30 June 2026
- Wellington CBD location
We are looking for people to make a real difference in these claimant-centric roles, to support claimants who have been unjustly treated in State care. We are seeking experienced individuals who share a common commitment to achieving positive outcomes for claimants. You will be culturally responsive, able to understand and simplify complex issues and have demonstrated experience in delivering results for people.
About the Role
As a Senior Claimant Support Specialist you will help claimants through the Historic Claims process, be their primary point of contact and help them towards achieving redress and healing.
This role provides end-to-end management of a claim from initial point of contact, listening to the experience and allegations of the claimant, answering questions about their time in care, connecting them to support, carrying out rapid payment assessments as appropriate, and explaining the outcome of the claim process, through to the closure of the claim.
The Senior Claimant Support Specialist has knowledge of and is able to perform all aspects of claimant engagement, facilitate input from technical experts where needed, and communicate effectively with claimants throughout the life of the claim.
This role involves working closely with claimants, via phone, video, and where necessary, face-to-face. Please note, while travel may be required to fulfil this role, the above options are utilised first and staff are seldom required to travel.
Skills and Experience
- take the lead in talking with claimants about their experiences in care and providing feedback to them about the outcome of the assessment of their claim
- 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
Salary range: $102,533.00 - $124,402.00
How to apply
To apply, click the 'Apply Now' button to upload your CV, cover letter and complete the online application form.
Note: Your cover letter will be a key part of our assessment process, so please highlight how your experience relates to the key responsibilities listed in the position description.
All applications must be made online. If this is not possible or if you have any queries, please contact us at jobs@msd.govt.nz
Internal MSD Employees – please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as an internal candidate.
Closing date: Sunday, 23 March 2025
Joining us
Joining MSD means being part of a whānau that celebrates the diversity each individual represents. We show manaaki, we care about the wellbeing and success of people and want everyone to thrive, and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. We are a Treaty partner committed to strengthening relationships with Māori, Hapū, Iwi and communities to realise their own potential and aspirations.
If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.
MSD has a COVID-19 vaccination policy that encourages, but does not require, employees to be fully vaccinated for COVID-19 and its variants, unless the role is identified as requiring vaccination at the time.
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