New Sensitive Claims Service puts survivors first
We’ve collaborated with mental health providers and the broader sexual violence sector to redesign how we provide support for people who’ve experienced sexual abuse or assault.
Our Integrated Services for Sensitive Claims (ISSC) has been providing support to many survivors of sexual abuse or assault since 2014.
Record numbers of people who’ve experienced sexual abuse or assault are seeking support from ACC to help restore their mental wellbeing and heal from harm.
But many survivors and sensitive claims providers spoke about challenges with the current ISSC, in particular the time it can take to be able to lodge a claim and the process to have cover approved in order to access longer-term care.
To address these concerns, in late 2021 we began working with providers, suppliers, sector groups, agencies and others to evolve and strengthen the way we support survivors of sexual abuse and assault. We worked together to identify major areas of improvements and design a new service.
It’s a process that’s taken more than three years and over 200 in-person and online engagement activities.
These engagements have included online meetings with stakeholders, face-to-face engagement sessions across the motu, collaborating with external working groups, surveys and interviews with survivors and providers, and collaboration with ACC’s Sexual Violence Customer Advisory Panel (SVCAP).
The SVCAP is made up of sector representatives who have helped guide and advise on the programme of work.
Working together to put survivors first
We used the feedback and insights from these engagements to develop the new Sensitive Claims Service. The new service includes several key changes that will come into effect when the service is launched on 1 December.
“Our primary focus was to ensure the sensitive claims service focuses on putting survivors first,” says ACC Chief Executive Megan Main.
“This includes supporting survivors when they enter the service and offering different pathways to access supports that are unique to the individual needs and experiences of survivors.”
Megan says the aim of the new service is to provide better experiences and outcomes for survivors of sexual abuse or assault.
“We also hope the new service will positively impact on the time it’s taking for a survivor to access care and enable more survivors to access ACC support, but this change will be gradual and will take some time to see.”
After the services go live, the team is committed to continuing to identify areas for improvement to build upon the survivor-centred approach.
“We’ll continually review how things are going. If needed, we’ll make adjustments and add other tools we feel are necessary to help survivors on their recovery journey,” Megan says.
Key changes reflected in the new service
The key changes, which will come into effect on 1 December, are the following:
- 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 kiritaki (clients) 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 kiritaki progress and outcomes. Providers will need to complete two outcome measures that will allow us to see how kiritaki are progressing throughout their entire recovery journey.
Providing support across the entire spectrum
In addition to the Sensitive Claims Service, we have several efforts underway focused on preventing and responding to family violence and sexual violence.
We’re one of many agencies, organisations and hapori (communities) working together to improve wellbeing, provide fit-for-purpose support services, and create the changes needed to achieve safe, inclusive hapori free from violence.
You can learn more on our website.
Family violence and sexual violence
More information
More information on how we evolved our ISSC is available on our website.
Evolving the Integrated Services for Sensitive Claims
For more information about the treatment and support we offer for survivors of sexual abuse or assault, please visit the ‘Injuries we cover’ section of our website.
