Supporting existing clients through the transition
On 1 December 2024, we go live with our new Sensitive Claims Service contract. As we move to the new contract, it’s important that existing kiritaki (clients) can continue receiving the treatment and services they need. Below are some key details about the changes and guidance for supporting kiritaki through the move to the new Sensitive Claims Service.
On this page
Key changes to the service
We’re making changes to the Sensitive Claims Service to improve access, outcomes and experience for kiritaki who use the service. The changes will take effect when the new contract goes live on 1 December 2024.
Here are the key changes:
- We’ve streamlined the assessment process to make it easier for kiritaki to access support and treatment. There will now be two assessment pathways based on need so people don’t have to re-tell their story and can get treatment 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 best meets their needs.
- Support may include talk therapy as well as other 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're creating more effective tools to measure client progress. Providers will have access to two compulsory Patient Reported Outcome Measure (PROM)s that will allow us to see a kiritaki’s entire recovery journey, giving us a better understanding of whether their recovery plan is working.
These changes were developed after extensive consultation with suppliers, providers and the wider sexual violence sector.
The process from 1 December 2024
For new kiritaki accessing services after 1 December 2024
All new kiritaki accessing services for the first time will be supported under the new Sensitive Claims Service contract from 1 December 2024.
For kiritaki being supported under the existing contract
The key transition period will be from 1 December 2024 to 1 June 2025. There are several scenarios that are possible through this period.
We will work with suppliers and providers to transition existing kiritaki to services under the new ISSC contract at natural transition points in their recovery journey. These natural points will be the next check-in or reporting point in the recovery plan for the kiritaki.
We will honour existing purchase orders (approved prior to 30 November 2024) under the current contract and allow for the completion of services for existing kiritaki to ensure continuity of care up until 1 June 2025.
No further services will be purchased under the existing ISSC contract from 30 November 2024.
For suppliers and providers that intend to stop delivering services after 1 December 2024, they will need to advise us as soon as possible and support the transition of any kiritaki they are working with to a new supplier and/or provider.
As a supplier, you will need to ensure all kiritaki receiving services under your ISSC contract have been transitioned to another provider if their current provider is not intending to deliver services under the new Sensitive Claims Service contract from 1 December 2024.
The kiritaki must be involved in choosing another provider. There needs to be a handover process or meeting between the two providers to ensure a seamless process for the kiritaki.
If the new lead provider is with a different supplier, you must also consent to and support the move. Continuity of service for the kiritaki is paramount during this time.
During the transition period it is important that you have and can implement your business continuity and transition plans to ensure kiritaki can continue to be supported with as little disruption to their care as possible.
As a provider, you will need to ensure that you continue to support the kiritaki during this period, and work with your supplier to support the transition to another provider.
As a provider, it is important that you are confirmed and named on a new supplier’s contract before 26 September 2024 so you can commence service delivery on 1 December 2024 under the new Sensitive Claims Service contract.
As a supplier, you will need to ensure all kiritaki receiving services under your ISSC contract have been transitioned to another supplier who will be delivering services under the new Sensitive Claims Service contract from 1 December 2024.
This will mean supporting your existing provider/s to change suppliers and agreeing to the transfer. The kiritaki must be informed and agree to the change of supplier.
We still need to be contacted via email requesting the transfer, with confirmation that the requirements above have been met and when the transfer needs to occur.
We expect existing suppliers that are not intending to deliver services under the new contract to support the release of providers and kiritaki to new suppliers as required.
What we need from you
To support the effective transition of kiritaki between contracts, we need existing suppliers and providers to consider
If you are not intending to apply to deliver services under the new Sensitive Claims Service contract, please let us know:
Email ISSCevolution@acc.co.nz
Bookmark this page and keep an eye out for communications about transitioning kiritaki over to the new contract. We are developing advice and tools that will support you to effectively transition kiritaki.
Start considering what will be needed to support existing kiritaki receiving services under your contract. Some questions to consider are:
- Am I intending to apply to deliver services under the new contract? This will determine the approach you will need to take to transitioning kiritaki
- If I am not intending to continue, can I continue to support existing kiritaki to complete services between 1 December 2024 – 1 June 2025, or do I need to consider when to transition kiritaki to a new supplier and/or provider?
- When do I expect existing kiritaki to conclude services; will this be before 1 December 2024? If not, when would a natural transition point be for that kiritaki?