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 superannuation Public housing assistance and emergency 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 will tell 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 – Intensive Client Support Manager Jan 2020 2
Position detail
Overview of position
The role of the Intensive Client Support Manager is to provide intensive, ongoing support and
guidance for clients to help them achieve sustainable education, training or employment outcomes.
This involves developing comprehensive plans to address client’s particular needs and playing a
pivotal role in motivating clients to achieve better outcomes for their lives. You will build strong
networks / relationships with key players in the education, training and employment sector and
conduct ongoing monitoring / reporting on the progress and outcomes achieved for each client.
Location
Service Centre/Community Link
Reports to
Service Centre Manager
Key responsibilities
Needs assessment
• Undertake a comprehensive-client centric needs assessment that includes:
o gather and review background information about a client
o a robust client profile that identifies the client’s specific circumstances and particular needs
o identify and link in with appropriate external agencies/service providers to deliver services
that meet the client’s specific needs
o identify appropriate opportunities and other interventions needed to support desired
outcomes
o identify any barriers or obstacles to be overcome to achieve desired outcomes.
Case management
o Develop and implement a work focused plan tailored to the client’s needs
o Monitor client progress against the plan and regularly review plans ensuring all interventions
and services are provided to the client
o Provide intensive case management, coordinating and facilitating access to appropriate
services and other assistance as required
o Manage client work and/or income needs and enquiries, ensuring the family is receiving full
and correct entitlement to benefits
o Facilitate and / or attend meetings between the family and other service providers as
required to support better outcomes for the client
o Provide a transition plan to support clients exiting the benefit, including in-work support
services
o Identify when sanctions are to be applied
o Escalate issues to Service Centre Manager and make referrals to other agencies / service
providers as appropriate.
Position Description – Intensive Client Support Manager Jan 2020 3
Client information management
• Maintain complete, concise and up to date client records, ensuring al required documentation is
completed within agreed timeframes and to agreed quality standards.
Supporting work outcomes
• Access current local labour market information
• Engage with Work Brokers and other frontline staff to refer clients to suitable employment,
training and services
• Support clients to successfully transition into work
• Support clients to maintain work placement.
Mentoring support
• Meets with clients on a regular basis to ensure the client is meeting their obligations and to
ensure the client is on track to achieve the desired outcomes
• Develop a high trust relationship that is positive and respectful to the client
• Provide ongoing mentoring support, advice and information that is appropriate to meet the
needs of the client
• Encourage client motivation through the use of a range of techniques and tools including
motivational interviewing
• Motivate the client to engage in employment, education, and / or other suitable programmes to
support desired outcomes.
Relationship management and networking
• Establish and maintain effective networks / relationships with service providers
• Identify and link in with appropriate external agencies/service providers to deliver services that
meet the family’s specific needs
• Influence stakeholders to work collaboratively in the delivery of solutions to meet the client’s
needs
• Adapt influencing style to meet the needs of the situation
• Encourage trust through open and honest sharing of information
• Ongoing liaison and exchange of information with other agencies in respect to services, policies
and operational processes, and any changes that occur
• Resolve any issues as soon as practicable and escalate to the Service Centre Manager if
required.
Monitoring and reporting
• Prepare reports on the progress of each client, outcomes achieved, details of referrals and any
other client information as required by the Ministry
• Evaluate effectiveness of programmes / support services / service providers.
Position Description – Intensive Client Support Manager Jan 2020 4
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.
Emergency Management and Business Continuity • Remain familiar with the relevant provisions of the Emergency Management and Business
Continuity Plans that impact your business group/team
• Participate in periodic training, reviews and tests of the established Business Continuity Plans
and operating procedures.
Know-how
• Demonstrated success in working with clients with complex needs to achieve sustainable
outcomes
• Demonstrated ability to build and maintain strong relationships across a range of stakeholders
• Understanding of the support service sector
• Sound knowledge of relevant legislation and an understanding of how it applies to clients
• Knowledge of Work and Income products and services
• In depth knowledge of work activity and social service providers
• Demonstrated ability to assess information from multiple sources and write quality plans fit for
purpose
Attributes
• Strong client focus
• Ability to mentor and motivate clients
• Strong networking and partnership building skills
• Ability to influence and negotiate successful outcomes
• Exercises sound judgement and political sensitivity
• Flexible, adaptable and pragmatic
• Strong communication and interpersonal skills
• Resilient and able to stay calm under pressure
• Strong planning and organising skills
• Welcomes and values diversity, and contributes to an inclusive working environment where
differences are acknowledged and respected
Position Description – Intensive Client Support Manager Jan 2020 5
Key Relationships
Internal
• Service Centre Manager
• Case managers and service centre staff
• Central Processing Unit staff
• Regional office managers and staff
External
• Community Link partners e.g. Police, Housing NZ, budget advisory services
• Other government agencies, non-government organisations and service providers
Other
Delegations
Financial – No
Human Resources – No
Direct reports – No
Security clearance – No
Children’s worker – No
Limited adhoc travel may be required
May require after hours work
Position Description – Intensive Client Support Manager Jan 2020 6
