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**Ko wai hoki - About us**
Whakarongorau Aotearoa has the privilege of running free to the public, virtual health, mental health, and social services for the people of Aotearoa.
Our 12 clinical teams and support services are based across contact centres in Auckland, Wellington, Christchurch, and from their homes across Aotearoa.
We want to give everyone in Aotearoa the opportunity for wellness. We focus on the connected world of digital care, where we can help join all the dots, and select the right services, advice, support and help for the right need.
Through our 30+ services we connected with over 950,000 people last year (to 30 June 2021).
We use our healthy imagination to solve big problems by understanding the tiny ways that people are blocked from getting the care they deserve. Our imagination comes from our people and our partners and their drive to never give up.
**Atu mo te mahi - About the role**
The Family and Sexual Harm Service Line provides advice and support to service users and their whānau including but not limited to Shine Helpline, Family Violence Information Line, Elder Abuse Response Service, NZDF4U Helpline, Family Services and Directory Helpline and Safe to Talk/ Kōrero mai ka ora. Lines are operational seven days a week, including Public Holidays.
**Responsibilities include the following**:
- Support the Operation Shift Leads and Shift Supervisors with queue management to ensure service level targets can be met on a day-to-day basis
- Provide Integrated Safety Response case advice across the Family and Sexual Harm team
- Support the People Leader to ensure the team are adequately coached and trained to deliver excellent service user experience
- Complete Precepting duties for all new employees into the Family and Sexual Harm team
- Liaise with team and external stakeholders to coordinate client supervision and excellent service delivery
- Day to day operational support for team
- Workforce planning, shift rosters and appropriate case load management
This role is centred in our Auckland offices however we are open to discussing Christchurch based, work from home or hybrid options for suitably experienced applicants.
**Pehea koe - About you**
You are a process focused person with a dedicated sense for continuous improvement. Always looking at how things can be done better to improve the outcomes for the multiple service lines who are delivering to the families and individuals of Aotearoa.
- A high level of technology capability as you will be traversing multiple systems
- The ability and enthusiasm to encourage team mates to grow their professional service, through call shadowing and coaching
- Call centre operations experience
- Solid experience in a Trauma, Sexual Violence and Mental Health role
- Qualifications in a relevant field
**Ō tātou uara - Our values**
Our values underpin all we do, and how we do it. We are looking for people who align naturally with these values and will champion them:
- Mahia te mea tika / Do the right thing
- Hihiri e te kounga / Motivated by quality
- Ngākau nui ki te pai ake / Passion for better
- Pokohiwi ki Pokohiwi / Shoulder to shoulder
**To tatou tikanga - Our culture**
Our staff are passionate people, each driven to contribute to better health outcomes, with a focus on high priority populations. We are focused on hiring kaimahi who live and work in the communities they serve.
Whakarongorau Aotearoa's commitment to understanding and improving mana taurite (equal status) starts with the understanding of self and how we, as health professionals, think and behave each minute of each day to serve the health needs for Aotearoa.
To ensure we are as connected and as engaged as we can be with the people we help, nearly 20% of our workforce identify as Māori and 22% as Pasifika.
