Evolving the Integrated Services for Sensitive Claims
Learn how we evolved the Integrated Services for Sensitive Claims (ISSC) and developed the new Sensitive Claims Service.
On this page
How we evolved the ISSC
In late 2021, we began a comprehensive effort to evolve and strengthen the way we support survivors of sexual violence.
Since December 2021, we’ve hosted over 200 engagements with providers, suppliers, sector groups, agencies and professional bodies to identify major areas of improvements and develop a new service design.
Engagements included Quarterly Conversations and webinars with stakeholders, face-to-face engagement sessions across the country, the development of external Working Groups and collaboration with the Sexual Violence Customer Advisory Panel (SVCAP). The SVCAP is made up of sector representatives to help guide and advise on the programme of work.
Alongside our external engagement, we used surveys to gather feedback from survivors, suppliers and providers, internal data from the past eight years, and insights from a range of internal ACC stakeholders.
Through our engagement, we collected over 360 recommendations and worked with our external ISSC (Integrated Services for Sensitive Claims) Evolution Working Group, our Sexual Violence Customer Advisory Panel (SVCAP) and our internal stakeholders to identify which recommendations should be considered for the new contract.
Engagement activities
See what was discussed during our engagement sessions with the sector.
Whakarongorau Aotearoa information sessions, 28 February to 25 March 2024
Slide deck from Whakarongorau information sessions
Webinars about new Sensitive Claims Service tender for suppliers, 11 March to 13 March 2024
Slide deck for supplier webinars
Small suppliers webinar recording
Medium suppliers webinar recording
Large suppliers webinar recording
Webinar about new Sensitive Claims Service tender for providers, 20 March 2024
Slide deck for provider webinar
Training for Independence Sensitive Claims webinar, 12 December 2023
Slide deck from TI Sensitive Claims webinar
ISSC information sessions, 25 October to 5 December 2023
Slide deck from ISSC information sessions
Questions and answers from information sessions
Engagement sessions with Whakarongorau Aotearoa, 2 October to 5 October 2023
Slide deck from Whakarongorau engagement sessions
Questions and answers from Whakarongorau engagement sessions
Quarterly conversation, 28 July 2023
Summary of July 2023 quarterly conversation discussion
Engagement sessions across New Zealand, May 2023
Summary of feedback from the May 2023 ISSC engagement sessions
Answers to questions from the May 2023 ISSC engagement sessions
Quarterly conversation, 31 March 2023
Summary of March 2023 quarterly conversation discussion
Quarterly conversation, 25 November 2022
Summary of November 2022 quarterly conversation discussion
Quarterly conversation, 29 July 2022
Summary of July 2022 quarterly conversation discussion
Online hui, 9 and 18 March 2022
Key information from this hui
Summary of discussions from the 9 and 18 March 2022 hui
Frequently asked questions from the 9 and 18 March 2022 hui
Online hui, 16 December 2021
Key information from this hui
Article summarising discussion from December 2021 hui
Key themes from 16 December 2021 hui
Frequently asked questions from 16 December 2021 hui
Supplementary frequently asked questions provided prior to the hui
The new Sensitive Claims Service
After nearly 3 years of extensive consultation with providers, suppliers, sector groups, agencies and professional bodies, our new Sensitive Claims Service contract was launched on 1 December 2024.
The new service includes changes that aim to improve access, outcomes and experience for kiritaki (clients).
Key changes:
- We’ve streamlined the assessment process to make it easier for kiritaki (clients) to access support and treatment. There will now be two assessment pathways based on need so people can access a broader range of support quicker.
- We’ve moved away from a one-size-fits-all approach towards a more holistic model that allows kiritaki to work with their provider to create a recovery plan that will better meet their individual needs. Support can include talk therapy, as well as rehabilitation services, and can be used in conjunction with group-based therapy and other services.
- We’re also increasing the support kiritaki can access after they’ve completed their recovery goals so they can maintain their progress for years to come.
- We’ve identified more effective tools to measure client progress and outcomes. Providers will need to complete two outcome measures that will allow us to see a kiritaki’s entire recovery journey.
For more details about the Sensitive Claims Service, please see the following documents:
What's new
Training concludes for the Sensitive Claims Service
Over 400 people attended our in-person training sessions for the Sensitive Claims Service held throughout New Zealand in September and October 2024.
A total of 21 in-person training workshops were delivered in 19 locations. The sessions were for suppliers and providers approved for the new Sensitive Claims Service and provided important information about the new service.
We are also offering virtual training sessions for those who could not attend an in-person session.
Overall, the training was well received by the sector, with 97% of respondents in our feedback survey saying they were satisfied or very satisfied with the training.
In addition, 95% of respondents in our feedback survey said the training made them feel better prepared to deliver the Sensitive Claims Service contract.
We also developed a self-paced eLearning module to compliment the training.The eLearning module is for suppliers, providers and ACC staff.
Documents from the training:
Questions and answers from the training
The tender for our new Sensitive Claims Service is now closed
The tender for the new Sensitive Claims Service (formerly called the Integrated Services for Sensitive Claims - ISSC) is now closed.
The application form for named service providers is also closed. The named service provider application form will reopen on 3 February 2025.
An update on new entryway into sexual violence response system
We received the final design concepts developed by Whakarongorau Aotearoa | New Zealand Telehealth Services for a more effective entryway (front door) into the sexual violence response system and ACC on 27 June 2024.
Whakarongorau has been working with us since May 2023 to design how survivors can more effectively access services and supports, including access to the new Sensitive Claims Service through Safe to talk, the National Sexual Violence Helpline, funded by the Ministry of Social Development (MSD).
The front door service design is founded on work completed in phase one (May 2023 – October 2023) where high-level design concepts were developed. The high-level concepts were shared through engagement sessions with the sector in February and March 2024:
Presentation for Supplier and Provider - Feb and March combined pack
The focus of phase two (November 2023 – June 2024) was to engage with stakeholders, including sector representatives and survivors, using a co-design approach to develop a high-level design.
Now, we’re reviewing the final design concepts to determine what’s feasible and working with the MSD to confirm what’s needed to build and launch the new entryway.
Whakarongorau engages the sector on design of new Waharoa
As part of our continuing partnership with Whakarongorau Aotearoa to design a more effective entryway (Waharoa) to the sexual violence response system, Whakarongorau hosted three engagement sessions in February and March 2024 about this work.
More than 50 ISSC suppliers, providers and other stakeholders participated in the sessions. During the sessions, Whakarongorau updated participants on the work done so far to design the new Waharoa, including the establishment of the Waharoa Design Working Group, who are contributing to the design.
In addition, participants were given an opportunity to provide feedback about key elements that are being considered for the design.
The detailed design efforts led by Whakarongorau will continue until June 2024. At that point, we will review the design and determine next steps.
Integrating rehabilitation services within ISSC
As we work to evolve the way we support survivors of sexual violence, we’re proposing some changes. One of them is that beginning December 2024 provider disciplines that were previously under the Training for Independence Sensitive Claims contract will move to the new Integrated Services for Sensitive Claims (ISSC) contract. The proposed list of future disciplines includes counsellors, psychotherapists, psychologists, psychiatrists, social workers, physiotherapists,occupational therapists, speech language therapists, registered nurses, and dieticians.
The purpose of this proposed change is to enable ISSC clients to access talk therapy as well as rehabilitation services in a more streamlined way in the future. Under the proposed new ISSC service, clients will be able to work with their lead provider to tailor their support plan to ensure they are receiving an optimal mix of supports and treatment. These services and treatment will be delivered through packages of Tailored Support for Wellbeing.
With preparations underway to go to market with the new ISSC contract in April 2024, we wanted to make sure suppliers and providers are aware of this proposed change so they can begin to make any necessary arrangements.
What you can do:
- If you are currently a provider under the Training for Independence Sensitive Claims contract, we recommend that you ask your current supplier if they plan on tendering for the new ISSC contract. If they aren’t planning on tendering, and you’d like to continue providing services to our ISSC clients, visit Find Support - Home to find other suppliers who you may want to work with.
- If you do NOT currently provide services to our ISSC clients and would like to do so in the future, visit Find Support - Home to find suppliers who you may want to work with. To provide services to our clients, you will need to work through a supplier who holds an ISSC contract so it’s important that you begin making arrangements and establishing those relationships now.
- If you are an ISSC supplier or provider and would like to connect with current Training for Independence Sensitive Claims suppliers, see the list of existing suppliers:
Training for Independence Sensitive Claims suppliers
To learn more about this change and what it means for suppliers and providers, see the slides shared during our webinar on 12 December 2023:
Slide deck from TI Sensitive Claims webinar
Work continues to design new entryway into sexual violence response system
Earlier this year, we partnered with Whakarongorau Aotearoa | New Zealand Telehealth Services to develop a new entryway for sexual abuse survivors to access help and support. This will include a supported pathway to access the Integrated Services for Sensitive Claims (ISSC).
Currently, survivors use our Find Support website to learn about what ACC offers and to find ACC suppliers and providers. Through our extensive engagement with the sector, we realised we needed a more effective and centralised way for survivors to access support, information, tools and treatment.
As part of this work, we hosted four engagement sessions with Whakarongorau in October to obtain feedback from suppliers and providers on initial design concepts.
During the sessions, Whakarongorau shared early conceptual thinking of what the new entryway, or ‘front door’, could look like and how it could work. Over 50 people participated in the sessions, providing helpful feedback that will be considered as Whakarongorau moves on to phase 2, the detailed design phase of the new solution.
As part of the Phase 2 design work, Whakarongorau will look to engage with ISSC suppliers and providers along with other key stakeholders. Phase 2 continues through June 2024, at which point we will determine the best solution to take forward to develop and implement.
For more information about this work:
View the slide deck used at the information sessions
Recommendations from the ISSC Evolution Working Group
To support us as we evolve the delivery of our services for survivors of sexual violence, we established the ISSC Evolution Working Group in July 2022. We worked closely with this group over six months as they identified recommendations for change to be considered as part of the evolution of sensitive claims. We've consolidated their recommendations into a PDF.
Read the recommendations from the ISSC Working Group
Information about the ISSC Working Group
Learnings from our ISSC survivor survey
Last year, we surveyed survivors who received services under the Integrated Services for Sensitive Claims (ISSC) to get insights about their experience with our services and improvements they would like to see.
We are very grateful for their generous feedback and ideas. Their recommendations will help inform our efforts to further evolve and strengthen how we support survivors of sexual violence.
Improvements to Find Support website
We've updated the Find Support website to provide more information about how survivors of sexual violence can get support for a sensitive claim.
Find Support is where survivors go to find an ACC-funded therapist, which can include a counsellor, psychotherapist, psychologist, social worker, or psychiatrist. It’s also where they can learn about the support we provide under the Integrated Services for Sensitive Claims (ISCC).
We made the following additions to the site:
- information about what to expect from therapy (format and length of sessions, stages of therapy, what happens after your claim is approved)
- a glossary of common terms and phrases used throughout the ISSC process
- information about types of financial support available.
These changes were based on feedback received from our ISCC providers, suppliers, and client advocates.
Visit Find Support to view these changes and share the site with your clients
What we learnt from our ISSC provider survey
Earlier this year we invited all registered ACC providers who deliver services under the Integrated Services for Sensitive Claims (ISSC) contract to take a survey. Thank you to all who participated in our survey.
Feedback from the survey provided helpful insights from providers about the ISSC contract and what improvements they would like to see as we work to evolve and strengthen the delivery of services for survivors of sexual violence.
How survivors access support from ACC and MSD
For survivors of sexual violence their journey to recovery often begins by reaching out to Sexual Harm Crisis Support Services (Crisis Support) run by the Ministry of Social Development (MSD). Many then go on to access long-term care from our Integrated Services for Sensitive Claims.
Earlier this year we partnered with MSD to interview 14 service providers of both MSD’s Crisis Support and ISSC to better understand how this transition works and how clients access both services.
These interviews gave us helpful insights into a survivor’s journey across the support system and about some of the challenges impacting those who provide Crisis Support and ISSC support services. This will inform our efforts to further evolve and strengthen how we support clients with a sensitive claim, and how the sexual violence system can be better integrated to support survivors of sexual violence.
Some of the things we learnt were:
- growing demand of services from survivors of sexual violence has increased ISSC waitlists and reduced options available to survivors
- not all survivors who access crisis support services decide to seek help from ISSC.
- while suppliers seek funds to cover costs for survivor needs, existing funding may be diverted to meet longer-term survivor needs.
Contact us
We welcome your feedback and suggestions. Contact us by email:
Email isscevolution@acc.co.nz