Introducing new specialisation within Mental Injury Recovery
From 1 September 2026, we’re introducing specialisation within ACC’s Mental Injury Recovery team to strengthen our ability to support positive outcomes for kiritaki (clients). This will allow us to build deeper expertise within specific areas of practice, and deliver more consistent, high-quality support.
This approach will organise Recovery Partner caseloads around five specialist areas:
- Supporting Recovery: supporting kiritaki to access treatment, rehabilitation, and other supports that enable sustainable recovery outcomes.
- Children and Young People: supporting children and young people with sensitive claims and working closely with whānau and partner agencies.
- Financial Entitlement: specialising in weekly compensation, Loss of Potential Earnings (LOPE), and entitlement assessments alongside rehabilitation support.
- Engaging in Work: supporting kiritaki to achieve vocational goals, return to work, and long-term financial independence.
- Supporting Prisoners: supporting kiritaki with sensitive claims who are currently in prison and/or transitioning back into the community.
This approach is designed to strengthen our ability to deliver positive outcomes for kiritaki by enabling Recovery Partners to develop deeper expertise in specific areas of mental injury recovery support.
What does this mean for suppliers?
While there will be no changes to supplier contracts or service expectations, you may notice:
- more consistent engagement with Recovery Partners who have specialist expertise in particular areas of Mental Injury Recovery
- a greater focus on timely rehabilitation planning, recovery outcomes, and quality claim management practices
- an increased emphasis on maintaining accurate and up-to-date claim information, documentation, and proactive management of rehabilitation activities as part of our ongoing focus on claim management.
As specialisation is implemented, some kiritaki may transition to a new Recovery Partner whose specialist caseload is better aligned to their circumstances and recovery needs. Where this occurs, we will ensure a smooth transition and minimise disruption to the kiritaki and their recovery. The new Recovery Partner will contact the kiritaki to initiate the new relationship.
We value the important role suppliers play in supporting kiritaki with a sensitive claim. We are confident that specialisation will strengthen our collective ability to deliver timely, consistent, and effective support, while ensuring claims are managed to a high standard throughout the recovery journey.
We’ll share more information with you as the implementation progresses.