Kaitūhono Kaimahi

**About the Role** As a **Kaitūhono Kaimahi** in our **Contact Centre** here at **Te Whānau o Waipareira**, you will be the first voice whānau hear when they reach out for support. You will connect with whānau, listen deeply, and understand their needs so you can link them to the right services at the right time. This role is more than answering calls. It’s about building trust, standing up for whānau rights, and creating pathways for change. You will guide, advocate, and navigate whānau through complex situations - always upholding their mana and walking alongside them toward their goals. **Ngā kawenga | What You’ll Be Doing** - Manage inbound and outbound calls, plus occasional face-to-face engagements. - Advocate for whānau with government agencies such as Oranga Tamariki, NZ Police, and Ministry of Justice. - Use the Whānau Ora Practice Model and Mataora tools to create tailored support plans. - Build strong relationships with whānau, community services, and stakeholders. - Provide safe, culturally grounded service delivery that protects and enhances wellbeing. - Maintain accurate records and follow up to ensure whānau are supported at every step. **Ngā pūkenga me ngā wheako | What You’ll Bring** - A strong commitment to Te Reo Māori me ōna tikanga. - Experience in customer service, contact centre, or frontline whānau engagement. - Confidence in navigating complex situations and making referrals. - Great listening skills, strong communication, and empathy for people from all walks of life. - Ability to work under pressure while keeping calm and solutions-focused. - A full NZ driver’s licence. - A qualification in social services, mental health, or Whānau Ora is desirable, but lived experience and proven advocacy skills are equally valued **He aha ai mātou? | Why Us?** At Waipareira, you’re not just joining a workplace - you’re joining a whānau. We stand together, celebrate wins together, and work with purpose for our people. We offer: - A supportive, close-knit team environment. - A role that genuinely makes a difference in the lives of whānau Māori. - Convenient West Auckland location close to shops and transport. If you’re ready to use your voice, heart, and skills to make a real impact, we’d love to hear from you. Click the "Quick Apply" button now and take the first step in joining Te Whānau o Waipareira. We’ll be in touch within two weeks to let you know the next steps. **All applicants must have NZ residency or a valid work visa.