Claimant Experience Specialist
4 days ago
Ministry of Social Development is a people-centred organisation, working with communities to help individuals and families thrive.
We provide social policy advice and assistance to those in need, including income, employment, and housing support.
As a Te Tiriti o Waitangi partner, we're committed to supporting Māori, whānau, hapū, Iwi, and communities to achieve their potential.
We value diversity and inclusivity, providing a supportive work environment where everyone can flourish.
Historic Claims Overview
The Ministry's Historic Claims team provides an Alternative Disputes Resolution Service (ADRS) to assist claimants who have experienced harm while in State care.
We acknowledge the past, recognising the trauma and abuse that many have suffered. Our team works closely with claimants to understand their experiences and provide support throughout the process.
Role Description: The Claimant Support Specialist will work directly with claimants, providing end-to-end support from initial contact through to claim completion. They will confirm eligibility, register claims, and offer ongoing support, answering questions and addressing concerns.
This role requires empathy, effective communication skills, and cultural competence, particularly in understanding Te Reo me ōn Tikanga Māori. The successful candidate will be able to manage complex claims and communicate effectively with claimants and representatives.
Key Responsibilities:
- Confirming claim eligibility and registering claims
- Providing ongoing support to claimants throughout the process
- Communicating effectively with claimants and representatives
- Managing complex claims and ensuring timely resolution
What We're Looking For:
- 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 trauma
- Able to engage with professional skills, maintaining boundaries while displaying personal attributes like empathy and understanding
- 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 diverse clients
- Commitment to the Treaty of Waitangi and developing culturally responsive services incorporating tikanga Māori
- Excellent relationship management skills
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