Senior Claimant Support Specialist, Historic Claims

4 weeks ago

Wellington City, New Zealand New Zealand Government Full time

**About us**

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.

**Senior Claimant Support Specialist**:

- Fixed Term or Secondment opportunity to June 2026

And
- Fixed Term or Secondment opportunity to 30 September 2025
- Wellington CBD location

We are looking for people to make a real difference in these customer-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 time in care, connecting them to support, carrying out rapid payments assessment as appropriate, explaining the outcome of the claim process, through to 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.

**Skills and Experience**

To be successful in this role you will:

- 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

**Position Description**-
**Salary range: $102,533.00 - $124,402.00**

**How to apply**

**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.

**Closing date: Sunday, 10 November 2024**

**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.
- 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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