IN-CONFIDENCE
The outcomes we want to achieve
New Zealanders are resilient
New Zealanders participate
New Zealanders get the
and live in inclusive and
positively in society and
support they require
supportive communities
reach their potential
We carry out a broad range of responsibilities and functions including
• Employment, income support and
• Public housing assistance and emergency
superannuation
housing
• Community partnerships, programmes
• Resolving claims of abuse and neglect in
and campaigns
state care
• Advocacy for seniors, disabled people
• Student allowances and loans
and youth
He Whakataukī*
Unuhia te rito o te harakeke
If you remove the central shoot of the flaxbush
Kei hea te kōmako e kō?
Where will the bellbird find rest?
Whakatairangitia, rere ki uta, rere ki tai;
Will it fly inland, fly out to sea, or fly aimlessly;
Ui mai ki ahau,
If you were to ask me,
He aha te mea nui o te ao?
What is the most important thing in the world?
Māku e kī atu,
I wil tel you,
He tangata, he tangata, he tangata*
It is people, it is people, it is people
* We would like to acknowledge Te Rūnanga Nui o Te Aupōuri Trust for their permission to use this whakataukī
Position Description – Case Manager – Mar 2023
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IN-CONFIDENCE
Position detail
Overview of position
The role of the Case Manager is to engage with and work alongside clients as they plan and prepare
to move towards work readiness, sustainable employment, independence, retirement or other
desirable outcomes.
The Case Manager works towards this by ensuring clients:
• are getting all the support they need
• are aware of the full range of support and assistance available
• can easily connect to services, support and opportunities available
• can successfully transition to work readiness, training, work, maintain independence, or
otherwise maximise their potential
Location
Service Centres
Reports to
Manager Client Service Delivery
Key responsibilities
Knowledge
• Maintain up to date knowledge of MSD’s products and services, local labour markets,
contracted providers and wider social services to ensure they can provide al the assistance
available for clients
Provide financial assistance
• Provide accurate advice and assistance to resolve the client's immediate needs
• Provide all the help available within MSD operational policy to ensure clients receive appropriate
financial assistance for their needs
• Make good decisions, and consider each client’s situation and the potential impacts of decisions
made, to ensure the client/client and their family are supported
Interaction and communication with clients
• Cultural y aware, and uses an open, courteous and empathetic manner in all interactions to build
trust and rapport with clients and ensure they are listened to and understood.
• Show Manāakitanga: welcomes and makes clients feel at ease to facilitate open engagement
and demonstrate Service Delivery’s desired client culture
Assessing needs
• Listen empathetically and gather information from clients using open ended questions and active
listening skills to understand their unique needs and assess which products and/or services
would be the most appropriate
• Identify clients with emergency housing needs and works together with clients to provide access
to housing assistance as appropriate
Build and maintain ongoing relationships
• Proactively build and maintain client relationships to develop a deeper understanding of their
situation and provide effective ongoing support
• Develop an understanding of the wider organisation to help build relationships and linkages
between col eagues and external providers (where applicable) to ensure a seamless service is
provided
Position Description – Case Manager – Mar 2023
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IN-CONFIDENCE
Planning
• Work hand-in-hand with clients to develop an individualised plan of action, proactively initiates
coaching conversations and drives shared responsibility for the achievement of desired
outcomes
Promoting self-service
• Encourage the use of self-services for clients to improve their ability to access our services
Influencing
• Work with clients to influence them to take up training, work readiness and employment
opportunities where appropriate, to help each client to maximise their potential
Referral to specialist services
• Connect clients to internal and external providers of specialist services using MSD's formal
referral process to help clients with specific needs achieve their potential outcomes
Proactive Transitional Support
• Proactively provide clients who have recently stopped receiving financial assistance from MSD
with continued advice and access to MSD’s resources to support sustained independence
Review of decision
• Attempt to resolve any issues when they are first raised and engages others as needed to assist
the client, to provide clients with fast resolution wherever possible
• Where required, manage Reviews of Decision, Benefit Review Committee hearings and Requests
for Information to uphold MSD’s policy and legislative requirements
Maintain up-to-date records and client privacy
• Maintain complete, concise and up-to-date client record information to inform effective decision
making that supports the client and ensures a consistent client experience across MSD's delivery
channels.
• Ensure client information is stored securely and only disclosed to those with appropriate
authority, to protect client privacy at all times.
Embedding Te Ao Māori
• Embedding Te Ao Māori (te reo Māori, tikanga, kawa, Te Tiriti o Waitangi) into the way we do
things at MSD.
• Building more experience, knowledge, skills and capabilities to confidently engage with whānau,
hapū and iwi.
Health, Safety and Security
• Understand and implement your Health, Safety and Security (HSS) accountabilities as outlined in
the HSS Accountability Framework
• Ensure you understand, follow and implement all Health, Safety and Security and wellbeing
policies and procedures
Know-how
• A high level of technical and professional skills/knowledge in job-related areas.
• Develop and maintain knowledge by keeping abreast of current developments and trends.
• Detailed knowledge, understanding and experience in:
o identifying, processing and maintaining benefits, including New Zealand
Superannuation
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o providing a comprehensive range of Service Delivery products and services.
o local labour market, opportunities, demands and issues.
o resources available from government agencies, providers and the community.
• Sound knowledge of relevant legislation/regulations/policies and how it applies
• Excellent verbal communication style and active listening skills
• Ability to adapt communication style to a range of situations
• Able to demonstrate an ability to provide good customer service
• Excellence in customer service and people relationship skills
• Takes accountability for quality and accuracy
• A good level of computer literacy and key board skills
• A good level of numeracy and literacy skills
• Able to analyse information and solve problems
• Effective interpersonal and team skills
• Proficient in using IT and Business applications
• Strong self-management skills
• A high standard of personal presentation
• Ability to adapt to a busy and changing environment
Attributes
Leadership Behaviours
Honōnga: Connecting to the why
To connect physically, socially and spiritually, we connect everything we do to why we’re doing it and
the picture of the future – to help people understand where we’re going and why.
Manāakitanga: Looking after each other
Support, honest, trust, inclusion, kindness, generosity - the process of showing respect and care for
others. Care for a person’s mana (well-being, in a holistic sense). Building and nurturing a supportive
and caring environment.
Whakawhanāungatanga: Building relationships
The process of getting to know one other, establishing relationships and relating well to others.
Creating a relationship through shared experiences and working together to provide a sense of
belonging. The ability to recognise strengths within a team and as individuals, working collaboratively
and collectively.
Kotāhitanga: Working as one Unity, togetherness, solidarity, collective action. A collaborative response towards a commonly held
vision, goal or other such purpose or outcome.
Whakanui: Celebration
To celebrate, honour by unity, togetherness, solidarity, collective action.
Additional Requirements
• Recognises and understands the Ministry’s obligations under the principles o Te Titiri o Waitangi,
when considering the circumstances and issues facing Maori and others in the communities the
Ministry works with
• Welcomes and values diversity and contributes to an inclusive working environment where
differences are acknowledged and respected
Position Description – Case Manager – Mar 2023
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• Willing to travel to fulfil job requirements
• Holds current drivers licence and is prepared to drive the Ministry’s vehicles if required
Key Relationships
Internal
• Manager Client Service Delivery
• Work brokers
• Support staff
• Other Service Delivery staff
External • Members of the public/clients
• Stakeholders
• Community groups
• Health services
• Local MPs and other government agencies
Other
Delegations
• Financial – No
• Human Resources – No
Direct reports – No
Security clearance – No
Children’s worker – No
Limited adhoc travel may be required
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