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Evolving the Integrated Services for Sensitive Claims

The Integrated Services for Sensitive Claims (ISSC) has been providing support to many survivors of sexual abuse and assault since 2014.

Since its introduction, the ISSC has largely achieved what was intended including increased access and participation in services and an overall improved quality of service.

On this page

    What we're doing

    We now find ourselves at that point again where changing needs and an ever-changing environment require us to look boldly ahead. We must think collaboratively about how we can further evolve and strengthen the delivery of services to support clients with a sensitive claim.

    That's why in 2021, we embarked on a multi-pronged effort to evolve and strengthen the way we support survivors of sexual abuse and assault through the ISSC. At the heart of our efforts is engaging with our key stakeholder groups from start to finish to identify challenges and opportunities to improve outcomes for survivors of sexual violence.

    Since December 2021, we've hosted several engagement activities with ISSC providers, suppliers, client advocates and representatives from professional bodies and government agencies to hear their feedback and work together on addressing key challenges.

    What's new

    Contribute to the design of a more effective entryway to the sexual violence response system

    ACC have approved the initial design concepts developed by Whakarongorau Aotearoa | New Zealand Telehealth Services for a more effective entryway (Waharoa) into the sexual violence response system and ACC.

    As part of the next phase of the work, Whakarongorau is establishing a Design Working Group to develop further specific elements of the proposed design.

    The Waharoa Design Working Group will be comprised of up to 10 members who have knowledge, experience and understanding of the sexual violence response system, the people it serves, and what will make a difference. The Working Group will also be attended by representatives from ACC and MSD.

    Whakarongorau are especially interested in having members that bring a good understanding of sexual violence services relating to Māori, disabled communities, male survivors, young people and children, and LGBTQIA+ communities.

    The Expression of Interest process is led by Whakarongorau, with ACC support, and opened in late November 2023. Members will be appointed by 20 December 2023 and the Working Group will run from February to June 2024. The first workshop is on 8 and 9 February 2024 in Auckland, and future sessions will be held fortnightly online.

    Read the Terms of Reference and to register your interest in the Waharoa Design Working Group

    Seeking information about cultural safety training and resources

    We’ve released a Request for Information (RFI) on GETS to learn more about the cultural safety professional training, development, information, and resources available for providers deliveringservices to survivors of sexual violence in Aotearoa.

    We’re seeking information about resources and training solutions that support providers in attending to the intersectional identity of a survivor's ethnic culture, age, disability, gender identity and sexual orientation in a culturally safe way. This is to ensure everyone feels welcomed into culturally safe environments and they receive appropriate and equitable health care whatever their culture or community.For more information, please read the RFI:

    GETS | Accident Compensation Corporation - Request for Information (RFI) for Provision of Cultural Safety Professional Training and Resources for Integrated Services for Sensitive Claims (ISSC) Providers

    Integrating rehabilitation services within ISSC

    As we work to evolve the way we support survivors of sexual violence, we’re proposing some changes. One of them is that beginning December 2024 provider disciplines that were previously under the Training for Independence Sensitive Claims contract will move to the new Integrated Services for Sensitive Claims (ISSC) contract. This includes physiotherapists, occupational therapists, speech and language therapists, registered nurses, social workers, dieticians, counsellors, and psychologists.

    The purpose of this change is to enable ISSC clients to access talk therapy as well as rehabilitation services in a more streamlined way in the future. Under the new ISSC service, clients will be able to work with their lead provider to tailor their support plan to ensure they are receiving an optimal mix of supports and treatment. These services and treatment will be delivered through packages of Tailored Support for Wellbeing.

    With preparations underway to go to market with the new ISSC contract in April 2024, we wanted to make sure you were aware of this change and the opportunities that may be available to provide services to our ISSC clients.

    To learn more about this change and what it means for suppliers and providers, we’re hosting a webinar on Tuesday 12 December at 1 pm. 

    Register for the webinar

    Work continues to design new entryway into sexual violence response system

    Earlier this year, we partnered with Whakarongorau Aotearoa | New Zealand Telehealth Services to develop a new entryway for sexual abuse survivors to access help and support. This will include a supported pathway to access the Integrated Services for Sensitive Claims (ISSC). 

    Currently, survivors use our Find Support website to learn about what ACC offers and to find ACC suppliers and providers. Through our extensive engagement with the sector, we realised we needed a more effective and centralised way for survivors to access support, information, tools and treatment.   

    As part of this work, we hosted four engagement sessions with Whakarongorau in October to obtain feedback from suppliers and providers on initial design concepts. 

    During the sessions, Whakarongorau shared early conceptual thinking of what the new entryway, or ‘front door’, could look like and how it could work. Over 50 people participated in the sessions, providing helpful feedback that will be considered as Whakarongorau moves on to phase 2, the detailed design phase of the new solution.  

    As part of the Phase 2 design work, Whakarongorau will look to engage with ISSC suppliers and providers along with other key stakeholders. Phase 2 continues through June 2024, at which point we will determine the best solution to take forward to develop and implement. 

    For more information about this work: 

    View the slide deck used at the information sessions

    View our Questions & Answers document, which provides answers to some of the questions raised at the sessions

    Recommendations from the ISSC Evolution Working Group

    To support us as we evolve the delivery of our services for survivors of sexual violence, we established the ISSC Evolution Working Group in July 2022. We worked closely with this group over six months as they identified recommendations for change to be considered as part of the evolution of sensitive claims. We've consolidated their recommendations into a PDF.

    Read the recommendations from the ISSC Working Group

    Information about the ISSC Working Group

    Learnings from our ISSC survivor survey

    Last year, we surveyed survivors who received services under the Integrated Services for Sensitive Claims (ISSC) to get insights about their experience with our services and improvements they would like to see.

    We are very grateful for their generous feedback and ideas. Their recommendations will help inform our efforts to further evolve and strengthen how we support survivors of sexual violence.

    Survivor survey insights

    Improvements to Find Support website

    We've updated the Find Support website to provide more information about how survivors of sexual violence can get support for a sensitive claim.

    Find Support is where survivors go to find an ACC-funded therapist, which can include a counsellor, psychotherapist, psychologist, social worker, or psychiatrist. It’s also where they can learn about the support we provide under the Integrated Services for Sensitive Claims (ISCC).

    We made the following additions to the site:

    • information about what to expect from therapy (format and length of sessions, stages of therapy, what happens after your claim is approved)
    • a glossary of common terms and phrases used throughout the ISSC process
    • information about types of financial support available.

    These changes were based on feedback received from our ISCC providers, suppliers, and client advocates. 

    Visit Find Support to view these changes and share the site with your clients

    What we learnt from our ISSC provider survey

    Earlier this year we invited all registered ACC providers who deliver services under the Integrated Services for Sensitive Claims (ISSC) contract to take a survey. Thank you to all who participated in our survey.

    Feedback from the survey provided helpful insights from providers about the ISSC contract and what improvements they would like to see as we work to evolve and strengthen the delivery of services for survivors of sexual violence.

    Provider survey insights

    How survivors access support from ACC and MSD

    For survivors of sexual violence their journey to recovery often begins by reaching out to Sexual Harm Crisis Support Services (Crisis Support) run by the Ministry of Social Development (MSD). Many then go on to access long-term care from our Integrated Services for Sensitive Claims.

    Earlier this year we partnered with MSD to interview 14 service providers of both MSD’s Crisis Support and ISSC to better understand how this transition works and how clients access both services.

    These interviews gave us helpful insights into a survivor’s journey across the support system and about some of the challenges impacting those who provide Crisis Support and ISSC support services. This will inform our efforts to further evolve and strengthen how we support clients with a sensitive claim, and how the sexual violence system can be better integrated to support survivors of sexual violence.

    Some of the things we learnt were:

    • growing demand of services from survivors of sexual violence has increased ISSC waitlists and reduced options available to survivors
    • not all survivors who access crisis support services decide to seek help from ISSC.
    • while suppliers seek funds to cover costs for survivor needs, existing funding may be diverted to meet longer-term survivor needs.

    Read a summary of the insights

    What is Integrated Services for Sensitive Claims

    Through the ISSC we offer fully funded support, treatment and assessment services for survivors of sexual abuse or assault.

    We provide support for anyone in New Zealand, including visitors to the country, who has experienced sexual violence. We may also be able to help New Zealand residents that have experienced sexual violence while travelling overseas. It doesn't matter if the event happened recently or a long time ago, ACC support services are available whenever they’re ready.

    Survivors of sexual abuse or assault can access up to 14 hours of one-to-one therapy, 10 hours of social work, and up to 20 hours of whānau support before having their claim assessed for cover.

    The first sessions focus on building a relationship with the therapist and deciding if they're the right fit.

    For some people, a few sessions are all that’s needed. If ongoing help is needed, the therapist will work with their client to assess the level and type of support needed.

    For more information and to find organisations that have therapists who can provide support, utilise the Find Support website. 

    Find Support

    If you want to offer therapy, you can apply to become a named provider on an ISSC supplier's contract.

    Providing therapy for sensitive claims

    ISSC terminology

    We've put together a glossary to help you understand words, acronyms and phrases commonly used throughout the process of obtaining support for sexual abuse and assault.

    ISSC glossary

    Contact us

    We welcome your feedback and suggestions. Contact us by email: 

    Email isscevolution@acc.co.nz

    Last published: 6 December 2023