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Kaiwhakaoranga Specialist Case Management Service

The Kaiwhakaoranga Specialist Case Management Service (the ‘Kaiwhakaoranga Service’) is led by the Ministry of Social Development to enable members of the community affected by the 15 March 2019 terrorist attack on two Christchurch mosques to access support.

The Kaiwhakaoranga Service has been supporting members of the affected community including whānau of the 51 shuhada, the injured, survivors, witnesses and their whānau since April 2019 with a team of experienced case managers. Those in the affected community can opt-in to receiving this enhanced service.


The Royal Commission of Inquiry into the 15 March Terror Attack on Two Christchurch Mosques released in December 2020 made 44 recommendations. Recommendation #25 relates to the Kaiwhakaoranga Service.

This recommendation directs the Ministry of Social Development to:

“work with relevant Public sector agencies including New Zealand Police, the Accident Compensation Corporation, the Ministry of Justice, Immigration New Zealand and non-government organisations to facilitate coordinated access to ongoing recovery support for affected whānau, survivors and witnesses of the 15 March 2019 terrorist attack, including assigning each whānau, survivor or witness a continuing single point of contact who will navigate all required Public sector support on their behalf”.

The Ministry of Social Development listened to community feedback as well as submissions made to the Royal Commission of Inquiry, and its recommendations.

Based on the community’s feedback and the Royal Commission’s report, steps have already been taken since March 2021 to enhance the Kaiwhakaoranga Service to support a broader group of affected families with a wider range of needs and support. These changes include bringing expertise into the team from Immigration New Zealand and Accident Compensation Corporation and assigning a dedicated work broker to help people into employment.

About the Kaiwhakaoranga Service

The Kaiwhakaoranga Service assists this community to access a wide range of services including access to employment and training, financial assistance, housing, immigration, and other social supports.

Case managers work to find out the needs of this community and to provide support alongside partner agencies. The dedicated work broker provides a range of support to help people secure employment.

Some examples of the government agencies and non-government organisations who have been engaged by the Kaiwhakaoranga Service include:

  • Accident Compensation Corporation
  • Immigration New Zealand
  • NZ Police
  • Inland Revenue
  • Ministry of Education
  • Kāinga Ora
  • Canterbury District Health Board
  • Ministry for Ethnic Communities
  • Victim Support
  • Ministry of Justice
  • Connected
  • Careers NZ
  • Work and Income
  • StudyLink
  • Ōtautahi Community Housing Trust
  • Vision West
  • Emerge Aotearoa
  • Tenants Protection Association
  • Christchurch Budget Service
  • Christchurch Resettlement Services (CRS)
  • Purapura Whetu (PPW)
  • Canterbury Refugee Resettlement and Resource Centre (CRRRC)
  • NZ Red Cross
  • Community Law
  • Tertiary Institutions and Educational Providers
  • Licensed Immigration Advisors
  • Partnership Community Workers (Pegasus Health)
  • Primary Health Services (Physiotherapists, General Practitioners etc.)
  • Navigate your Way
  • Childcare Centres.

*Please note: This list is not exhaustive, there are other supports being accessed by the Kaiwhakaoranga Service and these continue to grow and change to reflect the needs of the affected community.

Kaiwhakaoranga Service Pulse Check Survey

A survey was conducted in December 2022 to understand the user experience of individuals and whānau who are part of the Kaiwhakaoranga Service. The key results of the pulse check survey were:

  • 78% of respondents rated their Case Manager's helpfulness as 3 or higher on a 1-5 scale (1 Not helpful – 5 Extremely helpful).
  • 79% of respondents rated their Case Manager's understanding of their needs as 3 or higher on a 1-5 scale (1 Not well – 5 Extremely well).
  • 80% of respondents rated their current Case Manager's helpfulness in connecting them with other agencies as 3 or higher on a 1-5 scale (1 Not helpful to 5 Extremely helpful).
  • 62% of respondents believe that their current Case Manager does their best for them most or all of the time.
  • 44% of respondents felt that other agencies met their needs most or all of the time. We note that some agencies have limited discretion to grant requests which fall outside of eligibility criteria.
  • 84% of respondents reported that their Case Manager always or mostly treats them with respect. 72% reported that their Case Manager always treats them with respect.

Two key areas for improvement were identified from the survey relating to changing of Case Managers and the need for service expectations to be established. Actions have been taken to address these through strengthening communication and handover processes when Case Managers change, and more clearly setting service expectations (engagement protocols, contactability and contact levels) for both Case Managers and those in the Service.

To see the survey questions please click here

Contacting the Kaiwhakaoranga Service

If you are a member of the affected whānau and would like our support, please contact the Kaiwhakaoranga Service on:

(03) 961 9257

Further enhancements

The Kaiwhakaoranga Service will continue to develop in line with the needs of the affected community and will take into consideration the advice and recommendations provided to the Service by the Collective Impact Board.

The Collective Impact Board which was established in May 2021 in line with Recommendation 26 provides advice and recommendations to the Kaiwhakaoranga Service. The Board is made up of members from the affected community and agency representatives.

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