Integrity Intervention Officer | Āpiha Tiaki Pūnaha, Integrity Intervention Centre, Lower Hutt

About our team | Mō te tīma

The Integrity Intervention Centre is a business unit that sits under the Integrity and Debt group of the Ministry of Social Development.

Our purpose is to detect and intervene early to support clients and their whanau on their journey to become safe, strong, and independent, when they have a change in circumstances. We work with clients early to help them minimise or potentially avoid a debt.

We provide integrity to our benefit system by data matching and information sharing with other Government Agencies to check the information we have is current and correct.

As well as processing and updating information into the MSD systems, we talk with our clients via both incoming and outgoing phone calls and emails. It is important we take pride in the quality of our service that centres on clients – ensuring they have a positive experience with us every time.

About the role | Mō te tūnga

As an Integrity Intervention Officer, you will play an important role in helping ensure clients receive the correct financial assistance while supporting the integrity of MSD's benefit system and minimising debt wherever possible.

You will assess and analyse information received through data matching and information sharing with government agencies, review client circumstances, and take appropriate action to ensure entitlement information is accurate and up to date. This includes identifying changes in circumstance, updating client records, and helping minimise or prevent debt wherever possible.

A key part of the role is engaging directly with clients through both inbound and outbound phone calls, as well as written communication. You will help clients understand their obligations, explain decisions, provide advice on available support, and work with them to achieve positive outcomes.

You will work in a fast-paced environment where attention to detail, sound judgement, and strong communication skills are essential. Working alongside colleagues and key stakeholders, you will contribute to maintaining accurate information, protecting client privacy, and delivering a high-quality service experience for every client.

What you’ll need to succeed | Ko tō āhua

The key attributes we are looking for:

• You're a fast learner who enjoys analysing, processing, and working with large amounts of information.
• You exercise sound judgement and can confidently make decisions based on available information and evidence.
• You work efficiently and accurately, with strong attention to detail.
• You are comfortable adapting to change and working in a busy environment with competing priorities.
• You have strong communication skills and can build trust and rapport with people from diverse backgrounds.
• You bring empathy and resilience and can confidently navigate sensitive or sometimes challenging conversations.
• You're comfortable using technology and learning new systems and applications.
• You take a solution-focused approach and enjoy problem solving.
• You enjoy working collaboratively and contributing to a diverse and inclusive team environment.
• You are comfortable engaging with clients through both inbound and outbound phone calls.

What we offer | Tā mātou e tuku ana

• No shift work - standard working hours are 9:00am to 5:00pm, Monday to Friday. If a business need arises, Saturdays may be available for voluntary overtime.
• Paid for 40 hours per week but work 37.55 hours per week.
• Annual pay progression with the ability to earn up to $73,903.
• $400 Annual vision care subsidy service towards your costs of eye tests, glasses, and contact lenses.
• Accident insurance coverage for MSD staff.
• Capability development framework to support your career aspirations with us.
• Staff discount on Southern Cross Health Insurance.
• Access to practical support through our Employee Assistance Programme.
• Vibrant, diverse, and inclusive team environment.
• Office-based role where you are trained and supported during your learning process so it can take several months before we can start considering flexible working arrangements.

Position Description | He Whakaahuatanga Tūnga

A copy of the position description can be found here. Integrity Intervention Officer, position description

Salary | Utu-ā-tau: $61,466.00 - $73,903.00

Appointment to the band is determined by several factors, such as relevant experience and skills, with a typical starting salary of $61,466 per annum.