Mana manaaki - A positive experience every time
Helping people, whānau, families and communities is at the centre of what we do. Mana manaaki is about looking after the dignity of people with warmth, listening, respect, compassion, openness and fairness.
We want people to feel comfortable dealing with us, be aware of all the support that is available to them and be confident they will receive it. We provide services and support to a wide range of people who come to us as individuals, and as whānau, family and community members.
We want all people, whānau, families and communities to know they will be treated fairly and with respect, and that we care about them and their future. To do this we will continue to encourage open discussion and engagement with our clients. We want to understand their experiences and for them to feel they will be listened to. As we design our Future Service Model we will expand our engagement with clients and staff to ensure their voices are captured.
We will support our people to strengthen their cultural competencies to ensure that culture and/or ethnicity is not a barrier to clients receiving quality services and support.
It is important that our information, channels, services and service centres are accessible to all those who need our support. We have worked hard to improve the service culture, make our services more client centric, and make our office layouts more inviting.
We are continuing to enhance our digital channels to help clients access services and provide their information more easily. Over the next four years, we will continue to create a modern digital experience for clients and staff. This will help ensure our information, channels, services and service centres are more accessible.
We will also develop new case management practices that connect people to services depending on the level of support they need. We will empower clients to access our services in the way they choose and receive services that enhance their mana and promote their independence and dignity.
About the korowai
Korowai are reflective of honour, leadership, warmth, protection, identity, skill and beauty. The korowai inspires us to be warm, kind and compassionate to people and whānau and treat them with care, honour and respect. Each experience people have with us should enhance their mana.
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