Senior Claimant Support Specialist | Top up and Duty Teams| Historic Claims Wellington and Auckland

About the Top-ups team

The Top-Ups team is part of the Government's response to the Abuse in State Care, Royal Commission.

 
Any living survivor with a closed claim who received a payment from the Ministry of Social Development, the Ministry of Education, Oranga Tamariki, the Ministry of Health and/or the Crown Health Financing Agency can register for a top-up payment in line with the Government’s increased redress offer.

A key focus for the Top Ups team is to ensure we deliver the best possible outcomes for claimants, and that they encounter mana manaaki (a positive experience every time) whenever they come into contact with us. We are located in Wellington CBD. 

About the and Duty team

The Duty team helps claimants through the Historic claims process and is the primary point of contact for them, while they are waiting for their claim to be allocated

As a member of this dynamic and innovative team, you will:

• provide end-to-end support from the initial point of contact through to the completion of each claim.
• provide information to claimants about the claims process.
• confirm eligibility.
• listen to the experience of a claimant, answering questions about time in care.
• connect claimants to supports.
• Provide training, mentoring and guidance to Claimant Support Specialists.

You will do this by working closely with claimants via phone, and where necessary video or face to face. We are located in both the Auckland and Wellington CBD.

About the role | Mō te tūnga

You will make a real difference in these customer-centric roles working and supporting claimants/survivors who have been unjustly treated in State care, in particular the care of Child, Youth and Family and its predecessors.

• focused on providing high quality customer-centric service.
• highly culturally competent – Te Reo me nga tikanga Māori.
• working closely with people to support them through the Historic Claims process.

About you | Ko wai koe

We’re keen to hear from people who:

• can exercise sound judgement and political sensitivity.
• have highly effective communication skills.
• have a strong client focus
• have well-developed analytical and conceptual thinking.
• have proven experience working with individuals affected by multiple issues including domestic violence and child abuse.
• have a sound understanding of the needs of people who were harmed as a result of trauma.
• have proven ability to engage with professional skills, maintaining boundaries whilst displaying personal attributes that include empathy and understanding towards the claimant.
• have experience supporting and mentoring others.
• have a knowledge of practice and policy development processes.
• are flexible and resilient, and have the ability to cope under pressure.
• have experience working with clients from different walks of life.
• have a commitment to the Treaty of Waitangi and the development of a service that is culturally responsive and incorporates tikanga Māori.
• are able to make connections with people quickly and engage with them in genuinely meaningful ways.
• can work collaboratively towards building a great survivors experience.
• have excellent relationship management skills.

Key Skills and Experience

To be successful in this role you will:

• take a lead role in talking with survivors about their experiences in care and providing updates of the progress of their top-ups applications or Historic claims.
• provide support, mentoring and guidance to other staff.
• manage any particularly complex cases.
• be culturally responsive and have an understanding of tikanga Māori and te reo Māori.
• have proven experience in effectively working with individuals affected by multiple issues.
• be flexible and resilient with the ability to cope under pressure.
• be able to make connections with people quickly and engage with them in genuinely meaningful ways.
• use your creativity and innovative flair to deliver the results we seek.
• work collaboratively towards building a great claimant experience.

Position Description | He Whakaahuatanga Tūnga

A copy of the position description can be found here: Senior Claimant Support Specialist position decsription

Applications close: Sunday, 1st February 2026

Senior Claimant Support Specialist salary range: $103,815 - $125,958