Claimant Support Specialist

2 months 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.

**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.

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.

**Claimant Support Specialist**
- Fixed-Term to June 2026 OR 12-month Secondment opportunity
- Wellington CBD location

**About the role**

You will make a real difference in these customer-centric roles working and supporting claimants who have been unjustly treated in State care, in particular the care of Child, Youth and Family and its predecessors.
- Focused on providing high quality customer-centric service
- Highly culturally competent - Te Reo me on tikanga Māori
- Working closely with people to support them through the Historic Claims process

The Claimant Support team helps claimants through the Historic Claims process and is the primary point of contact for them. 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. Specifically, you will confirm eligibility and register claims, provide support to claimants by listening about their experience in care, answering any questions they may have about their time in care and ensuring claimants are provided with the necessary support when they need it, while their claim is being considered. You will do this directly by, working closely with claimants, via phone, video and where necessary, face to face.

The Claimant Support Specialist has knowledge of and is able to manage the claim and communicate effectively with claimants and / or their representatives throughout the life of the claim.

NB This role does not include ordering, reading and redacting claimant files, nor does it include undertaking individualised assessments.

**What we're looking for**

We're keen to hear from people who can/have:

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

**Position Description**NB: Please note this PD includes the details of both the advertised Claimant Support Specialist vacancy and the non-advertised Senior CSS role.

**Salary range: $78,222.00 - $94,689.00**

**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**

NB: This role was originally advertised in early August and again in early October, previous applicants need not reapply.

**Joining us**

Joining MSD means being part of a whānau that celebrates the diversity each individual represents. We show manaaki,

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