1. Phase Three: Overview email to CSD and talking points for briefings
Thank you to all of you who took the time to share your thoughts on the Phase Three proposal for Client Service Delivery. Since consultation closed on Wednesday 8th May, the Client Service Delivery leadership team have been thoroughly reviewing and considering what you told us before we come back to you with any confirmed decisions.
There were some good alternative options put to us and this has challenged us to think about whether to proceed with the original proposal or make changes based on your suggestions and feedback. We believe we will be making some changes to the proposal as a result. We have also learnt that we need to better clarify how some aspects of the model will work and how this may impact you in your specific roles, locations or functions before we land on all of our final decisions. For this reason we believe we need to further consult on a few areas before we can make a decision. These areas are:
The regional groupings for the Supported Recovery and Partnered Recovery teams;
The scope of the Customer Host role, and alignment to sites;
The alignment of current roles to the future Recovery Partner roles, and the implications on EOI;
The structure of the Third Party Administration Team.
We will be meeting with the individual groups that may be impacted by a change in the proposal to get their specific feedback, everyone is welcome to let us know what you think. Please send any feedback through to with the word ‘FURTHER CONSULTATION’ in the subject line and the topic that you are explicitly providing feedback on (one per topic would be appreciated). As always, we encourage you to speak with your leader or a member of the Client leadership team if you have any queries.

2. Client Service Delivery Phase Three Consultation
Further consultation – Supported and Partnered Regions
(please use this subject in your feedback )
SENSITIVE
INTERNAL
EMBARGOED Until
22 May 2019, 2pm

3. Phase Three further consultation: Change of Regions within Supported and Partnered Recovery
We received overall positive feedback in relation to the proposed regional groupings within Supported and Partnered Recovery. There was some feedback provided that we are keen to consider further but it would mean changes for some of you. Before we confirm our thinking we want to seek your feedback on three of the proposed regional groupings.
Key feedback themes
What we are re-consulting on
Who we would like feedback from
Some of the regional groupings are too large and would require too much travel. There could be better ways to group some of the locations.
We are proposing to change three of the regional groupings:
Te Manawa region would now group Hamilton and New Plymouth together, meaning that Tauranga is removed and New Plymouth is added to that grouping.
Te Urutira region would now group Tauranga, Whakatane, Rotorua and Gisborne together, meaning that Hastings is removed and Tauranga is added to that grouping.
Te Piha region would now group Whanganui, Palmerston North and Hastings together, meaning that New Plymouth is removed and Hastings is added to that grouping.
This proposal would have some flow on implications:
Reporting Lines for New Plymouth, Hastings and Tauranga would change to align to the proposed Client Service Leader for the respective regions.
This may have implications for individuals considering to EOI for a Client Service Leader role based on the locations now included within the region.
New Plymouth would now sit within Tranche 2 which has an earlier Go-Live date than was originally proposed.
This would mean that those unsuccessful in obtaining a role in New Plymouth (or other location), would have an indicative end date of 24 January 2020 (aligned with the start of Tranche 2).
Hastings would now sit within Tranche 5 which has a later Go-Live date than originally proposed.
This would mean that those unsuccessful in obtaining a role in Hastings (or other location), would have an indicative end date of 29 May Early redundancy based on this change in proposal would not apply, as we need to continue supporting clients through transition.
We are proposing that all other regional groupings would remain as per the original consultation.
In particular those based in Hamilton, New Plymouth, Tauranga, Whakatane, Rotorua, Gisborne, Hastings, Palmerston North and Whanganui.
All others within Client Service Delivery are welcome to provide additional feedback on this also.
Thank you for sharing your feedback as part of Phase Three consultation. We are further consulting and seeking feedback on a few areas before confirming any decisions or changes to what was proposed.

4. Phase Three further consultation: Change of Regions within Supported and Partnered Recovery
The following image sets out a new proposed regional map with the reconsult information relating to the three regions of Te Manawa, Te Urutira and Te Piha. We look forward to hearing your thoughts on the new proposed groupings.
Whangarei
Proposed Name
Sites in Region
Te Hiku Region
Whangarei
Albany
Henderson
Te Kaki Region
Newmarket
Manukau
Te Manawa Region
Hamilton
New Plymouth
Te Urutira Region
Tauranga
Whakatane
Rotorua
Gisborne
Te Piha Region
Hastings
Wanganui
Palmerston North
Te Upoko Region
Masterton
Porirua
Hutt Valley
Wellington
Te Tauihu Region
Nelson
Greymouth
Christchurch
Te Taurapa Region
Dunedin
Timaru
Alexandra
Invercargill
Henderson
Albany
Newmarket
Manukau
Hamilton
Tauranga
Rotorua
Whakatane
New Plymouth
Gisborne
Whanganui
Hastings
Palmerston North
Masterton
Porirua
Hutt Valley
Nelson
Wellington
Greymouth
Christchurch
Timaru
Alexandra
Dunedin
Invercargill
Thank you for sharing your feedback as part of Phase Three consultation. We are further consulting and seeking feedback on a few areas before confirming any decisions or changes to what was proposed.

5. Phase Three further consultation: Change of Regions within Supported and Partnered Recovery
The following image sets the proposed tranche groupings and indicative timeframes.
Tranche 1
August
2019
Dunedin Hub and Site / Timaru / Alexandra / Invercargill / Remote Claims Unit
Tranche 2
January
2020
Hamilton Hub and Site / Tauranga / Whakatane / Rotorua / Gisborne / New Plymouth / Te Ara Tika Team
Tranche 3
March 2020
Christchurch Hub and Site / Nelson / Greymouth
Manukau Hub and Site / Newmarket / Whangarei / Albany / Henderson
Tranche 4
April 2020
Tranche 5
June 2020
Wellington Hub and Site / Hastings / Whanganui / Palmerston North / Hutt Valley / Masterton / Porirua
Thank you for sharing your feedback as part of Phase Three consultation. We are further consulting and seeking feedback on a few areas before confirming any decisions or changes to what was proposed.

6. Client Service Delivery Phase Three Consultation
Further consultation – Customer Host Role
(please use this subject in your feedback )
SENSITIVE
INTERNAL
EMBARGOED Until
22 May 2019, 2pm

7. Phase Three further consultation: Customer Hosts
We received strong support for the proposed Customer Host role. There was some feedback provided that we are keen to consider, however it would mean changes for some of you within this proposed role. Before we confirm our thinking we want to seek your clarifying feedback.
Key feedback theme
What we are reconsulting on
Who we would like feedback from
Customer Hosts are needed at all Sites as asking Recovery Coordinators or Recovery Partners to support front of house duties distracts from their workload.
There were also some concerns around privacy risks as staff would not be able to support clients or have client conversations while covering the front of house area.
We are proposing to change our proposal to now have a Customer Host in every site, with the following conditions:
In Site locations the role would exist on a Fixed Term basis for 18 months (ending as of 29 January 2021). Based upon our current understanding of volume of work, the effectiveness in providing national support/services and our roll out of MyACC, we do not believe these will be required more than 18 months, however will reassess at that time.
These roles would all begin at the start of Tranche 1 (effective from 16 August 2019) and would support teams in BAU and during the roll out period. The position description has been slightly altered to include these duties, but this doesn’t alter the proposed sizing of the role. The updated position description is available on the Sauce to reflect this change.
These roles would report into the regional Operations Administration Leader however would have a dotted line to the Team Leader with Health & Safety responsibilities onsite.
In Hub locations, the role would continue to exist on a permanent basis as per the original proposal. There would be only two Customer Hosts in each Hub.
This proposal would have some flow on implications.
To those based in Sites who may have been considering applying for the Customer Host role or who may have been proposed to align to it, this changes the implications for you.
With this change, there would be no direct mapping or alignment to this role, and it would be considered a non-suitable alternative. If you are a permanent employee and choose to EOI for this role and are successful, you would do so on a fixed term basis, and would remain in the redeployment pool with ACC continuing to support you in alternative options across the organisation.
To those based in Hubs this would mean a reduction of Customer Host roles available in Hamilton and Dunedin from three down to two, there would however still be other opportunities within Client Administration.
In particular those Sites where a Customer Host was originally proposed – Alexandra, Greymouth, Porirua, Masterton, Whanganui and Whakatane.
Dunedin and Hamilton Hub locations.
All others within Client Service Delivery are welcome to provide additional feedback on this also.
We look forward to hearing your thoughts on the alternate proposal regarding Customer Hosts within the new model.
Thank you for sharing your feedback as part of Phase Three consultation. We are further consulting and seeking feedback on a few areas before confirming any decisions or changes to what was proposed.

8. Phase Three further consultation: Customer Hosts
The following image sets out the new proposed information relating to the Customer Host role. We look forward to hearing your thoughts on the new proposal.
Thank you for sharing your feedback as part of Phase Three consultation. We are further consulting and seeking feedback on a few areas before confirming any decisions or changes to what was proposed.

9. Client Service Delivery Phase Three Consultation
Further consultation – EOI Eligibility for Recovery Partner
(please use this subject in your feedback )
SENSITIVE
INTERNAL
EMBARGOED Until
22 May 2019, 2pm

10. Phase Three further consultation: EOI Eligibility (Recovery Partners)
We received significant feedback in relation to the proposed EOI eligibility groupings and in particular in relation to the Recovery Partner role. There was some feedback provided that we are keen to consider, however it would mean changes or potential new impacts for some of you. Before we confirm our thinking we want to seek your feedback.
Key feedback area
What we are reconsulting on
Who we would like feedback from
There should be no ringfencing on any roles and everyone should be able to apply for roles they want to.
All Case Managers, SI Service Coordinators and Complex Case managers should be eligible to apply and be considered for Recovery Partner roles.
Case Officers (Sensitive Claims) should be eligible to apply and be considered for Recovery Assistant roles.
We have a legal obligation to consider permanent employees who are currently in the same or similar roles before we open this up to other employees for consideration. This is identified as our order of preference in our EOI Eligibility scenarios on the Sauce.
Based on your feedback, we have re-examined our job analysis work that was undertaken to determine what roles were the same or similar. We still strongly believe that these are correct in the case of SI Service Coordinators, Case Officers (Sensitive Claims) and most Case Manager types.
Based on our updated analysis we are proposing to change the eligibility group for the Recovery Partner to reflect the reconsidered scope of Complex Case Managers:
We have altered our job change analysis piece of work to reflect and identify that the Case Manager – Complex Claims role is similar to the Recovery Partner role.
We are therefore proposing to include Complex Case Managers into the EOI eligibility group for the Recovery Partner role. This means Complex Case Managers would have the option to EOI for Recovery Partner, Recovery Coordinator or Recovery Assistant.
This proposal would have some flow-on implications.
In some locations, those in Support Coordinator positions who had been proposed to align directly to a Recovery Partner (PI) position may now have to go through an EOI process as there would be more people eligible to go for the position than roles available.
In particular those in Support Coordinator and Complex Case Manager roles.
All others within Client Service Delivery are welcome to provide additional feedback on this also.
We look forward to hearing your thoughts on the alternate proposal regarding EOI eligibility for the Recovery Partner position within the new model.
Thank you for sharing your feedback as part of Phase Three consultation. We are further consulting and seeking feedback on a few areas before confirming any decisions or changes to what was proposed.

11. Client Service Delivery Phase Three Consultation
Further consultation – Third Party Administration Team
(please use this subject in your feedback )
SENSITIVE
INTERNAL
EMBARGOED Until
22 May 2019, 2pm

12. Phase Three further consultation: Third Party Administrator Team
We received feedback in relation to the Third Party Administration team which made us think more around where this team best sits within the model. There was some feedback provided that we are keen to consider, however it would mean changes or potential new impacts for some of you. Before we confirm our thinking we want to seek your feedback.
Key feedback area
What we are reconsulting on
Who we would like feedback from
The team could fit better in the model in other areas within Operations & Performance or Administration rather than sitting as a stand alone team.
There are cross over elements of the TPA team and the Insurer Liaison Manager role that could be better defined and captured.
We are proposing that the Third Party Administrator team would have their team split across different areas of the Client Service Delivery Model.
The Business Advisor role would change reporting lines to the Client Service Leader, Performance and would sit as part of the Performance Team within Operations & Performance.
The TPA Team Manager and team of Client Officers (Entitlements) would have a change of reporting lines and would sit as part of the Client Administration Team, operating as a unique team reporting into the Wellington-based Client Service Leader, Client Administration.
This proposal also removes the need for a Client Service Leader – TPA.
We are also proposing a realignment of the functions currently performed by the Insurer Liaison Manager.
We are proposing that in the Business Advisor and TPA Team Manager roles, there would be additional duties to take on the scope of work from the Insurer Liaison Manager. Updated position descriptions are available to reflect this change.
We are proposing that there would be some Title Changes for the roles:
Business Advisor – would change to TPA Business Advisor.
TPA Team Manager – would change to TPA Team Leader
Claims Officer (Entitlements) – would change to TPA Administrators.
This proposal would have some flow on implications.
This means the proposal to directly align the current Third Party Administration Leader to a Client Service Leader role would no longer be an option and instead they would be eligible to be considered for any People Leader roles or open roles available to all to apply for.
We acknowledge this is a different impact for the Third Party Administration leader and as such are keen to receive feedback from this person in advance of making any changes to the original proposal.
In particular those in the Third Party Administration team and the Insurer Liaison Manager role.
All others within Client Service Delivery are welcome to provide additional feedback on this also.
We look forward to hearing your thoughts on the alternate proposal regarding the Third party Administration team within the new model.
Thank you for sharing your feedback as part of Phase Three consultation. We are further consulting and seeking feedback on a few areas before confirming any decisions or changes to what was proposed.

13. Phase Three further consultation: Third Party Administration Team
Thank you for sharing your feedback as part of Phase Three consultation. We are further consulting and seeking feedback on a few areas before confirming any decisions or changes to what was proposed.

14. Phase Three further consultation: Third Party Administration Team
Thank you for sharing your feedback as part of Phase Three consultation. We are further consulting and seeking feedback on a few areas before confirming any decisions or changes to what was proposed.