Recovery Partner
Our vision is to create a unique partnership with every New Zealander,
improving their quality of life by minimising the incidence and impact of injury.
At ACC, we recognise that diversity, inclusion and accessibility is important to our business. We embrace the
unique perspective and capabilities of our current and future employees, which will help us continue to drive
innovation and achieve our business goals.
Our culture enables us to create an environment of involvement, respect and connection with the communities
where we work - benefitting individual employees and all our clients across New Zealand.
Position purpose
A
Recovery Partner is responsible for partnering with clients who require a one to one relationship due to their
intensive or extensive needs for as long as they need it.
They will work in partnership with clients with complex physical, mental and/or individual needs, their
family/whānau, providers and community to provide holistic support during the most critical parts of their recovery.
Key accountabilities and outcomes
•
Initiate a comprehensive assessment with clients and relevant stakeholders to understand their immediate
needs and, where required, coordinate an initial response.
•
Partner with family/whānau, employers, providers, community and other relevant stakeholders to ensure the
client’s circumstances are fully considered and support is delivered in a holistic way.
•
Identify support options and facilitate a tailored rehabilitation plan capturing all areas of their life, determining
the ongoing need for support.
•
Develop, and in some cases, re-build trust with clients and their family/whānau to achieve the best customer
experiences and client outcomes.
•
Engage with clients and/or other parties in a way that is most appropriate for their needs to effectively manage
vulnerability, risk and complexity.
•
Identify client’s goals and milestones in relation to participating in their home, work or community and confirm
support needs that focus on outcomes and maximising independence.
•
Provide timely and relevant information to clients or their family/whānau or representatives, explaining their
rights, responsibilities, services and supports in a clear, meaningful and transparent way.
•
Assess and determine cover as required, ensuring valid and robust cover decisions are made in accordance
with ACC legislation and advise outcomes appropriately.
•
Identify, assess, and approve client supports and services using sound judgement to achieve the right balance
between customer outcomes and ensuring overall effectiveness and sustainability of the ACC scheme.
•
Partner with clients to achieve outcomes in line with social inclusion, diversity and disability principles and
practice where appropriate.
•
Use every client interaction to assess and re-evaluate a client’s individual situation to ensure they are getting
the right level of support, at the right time, in the right way to maximise independence in a timely manner.
•
Seek guidance from experts when more specialised information is required to determine the best actions to
effectively progress a rehabilitation plan that will support the best recovery outcome for the client.
•
Focus on delivering quality customer service and be responsive to customer feedback.
•
Work in a collaborative and cooperative way with colleagues so that there is seamless, integrated support for
clients.
•
Understand the approach for preventing injuries and working with the tools we need to deliver and monitor
injury prevention outcomes.
•
Respect and protect the privacy of customer information to maintain trust and confidence in ACC.
•
Record concise, relevant and accurate client information, including indicator flags, so that you and your
colleagues are well prepared to enable seamless support.
•
Champion opportunities to embed Whāia te Tika and to promote diversity and inclusion.
As you develop in the role, you will also:
•
Partner with clients with the most complex needs, vulnerability and/or risk factors.
•
Pro-actively engage and coordinate multiple stakeholders to ensure clients with the most complex needs are
getting the range of support they require.
•
Identify, develop and implement opportunities for service improvement and better outcomes for clients with
complex needs.
•
Engage in cross agency and community activities as required supporting service outcomes and enhancing
best practice understanding.
•
Provide peer support during and after induction training, including a time when assisted by the mentor.
Experience, qualifications and skills
Experience
Entry Level
• Previous experience in a customer focused role, including an understanding of complex
customer needs in a multifaceted environment.
• Ability to take a multi-disciplinary approach, and work as part of a team to rehabilitate
clients with complex needs.
• Experience working in partnership with internal and external stakeholders.
Experienced
• Previous experience working in the disability sector, social services, or relevant health
Level
environment.
• Knowledge and understanding of community services and programs of community
integration.
• Demonstrated ability to provide peer support to colleagues learning.
• An in-depth and broad awareness of health sector interventions and recovery strategies
for clients with complex needs and diverse backgrounds.
Skills and Qualifications
Entry Level
• Proven ability to pro-actively identify support options and make effective decisions around
key interventions.
• Ability to build rapport and trust and successfully motivate, negotiate, and influence
outcomes.
• Ability to liaise with a range of external stakeholders to ensure a solution focussed and
coordinated approach and consistency in service.
• Ability to take a holistic view of a range of complex information and make considered and
timely decisions.
• Ability to take personal responsibility for delivering timely client outcomes.
• Ability to display cultural awareness, empathy and understanding when interacting with
customers.
• Ability to operate effectively in a digital environment with a wide range of technology
systems and tools.
• Comfortable with, and interest in, rehabilitation and clinical and health related information.
• Personal resilience and ability to deal with challenging information and situations.
• Sensitivity to issues related to equity, people with disabilities and social and cultural
needs.
• A tertiary qualification in rehabilitation, health or related discipline would be desirable.
Experienced
• Ability to build rapport and trust with highly complex clients, including those in highly
Level
vulnerable situations.
• Demonstrated ability to identify and implement continuous improvement ideas that deliver
a better experience for customers.
• Effective relationship management skills with the ability to work effectively in a multi-
disciplinary team environment and lead cross sector engagement activity.
Your role at ACC
This role is an
individual contributor and our ACC Behaviour and Leadership framework sets out the behaviours
you are expected to demonstrate to be a success in this role.
ACC Behaviours
Accountable: He tangata pono I make considered decisions; I’m responsible for my actions, and I take practical steps to overcome
challenges.
Inclusive: He tangata kotihanga I encourage others; I respect different perspectives; I collaborate and make it easy for ideas to be
shared.
Curious: He tangata mahira I am open to new ideas; I welcome feedback and seek opportunities to improve.
Customer focused: He tangata aro kiritaki I enable my customers to achieve the right outcomes by being responsive, clear and transparent.
Document Outline
