Hearing your voice - ACC
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Hearing your voice Your guide to joining the Customer Advisory Panel for Legal Representatives – the Customer Advisory Programme
Transcript of Hearing your voice - ACC
Hearing your voiceYour guide to joining the Customer Advisory Panel for Legal Representatives
– the Customer Advisory Programme
“Knowing that my injury experience is helping better the experience of others is extremely rewarding.” ACC Customer Advisory Panelist 2016
Why join ACC’s Legal Representatives Panel?
What does the Accident Compensation Scheme do?
The Accident Compensation Scheme helps prevent injuries and get New Zealanders and visitors back to everyday life if they’ve had an accident.
The Scheme is built around prevention, rehabilitation and compensation - all of which work together to help people return to work and everyday life as fast as possible following injury.
ACC manages and delivers the Scheme. Its core focus is to prevent accidents from happening, and when they do, reduce the impact of injury.
One of ACC’s strategic objectives is to deliver change that puts the customer* at the heart of everything it does and to improve the outcomes and experience for of all of its customers.
*When we refer to ACC’s customers this includes all of ACC’s claims clients, business customers, providers and the community as a whole
What does the Legal Representatives Panel do?
The role of the Legal Representatives Panel is to contribute to the positive administration of the Scheme by:
• developing a shared understanding with ACC of claimant pain points in the disputes resolution process
• providing input into the design of solutions reduce disputes and to improve the disputes resolution process for claimants
• providing opportunity for fellow legal professionals to jointly contribute to the development of legal processes and operational practices that seek to resolve claimant pain points in the disputes resolution service
• listening to ACC customers or claimants across networks and identifying issues for discussion
• accessing networks to identify others who may be appropriate to involve in resolving specific issues.
2Legal RepresentativesACC Customer Advisory Panel
How does the Expression of Interest process work?
Invitation
Application
Initial Assessment
Interview
If you are interested, send the completed EOI application form (page 5 in this document) and a brief cover letter telling us why you want to come on board and emailing it to us at [email protected] by 4.00 pm on 18 May 2018.
Initial assessment of applications will be based on demonstration of the skills, experience and competencies required for each role, outlined on page 4 in this document.
Following initial assessment, applicants may be required to attend an interview if further assessment is necessary.
Successful applicants will be notified by 30 June 2018.
How will the Legal Representatives Panel work?
ACC would like to promote flexible ways of working.
The first full meeting of the panel is an opportunity for the panel to agree on the priorities for the year and decide what works best in terms of frequency of engagement and mode (eg video conferencing).
We anticipate there will be two full panel face-to-face meetings over the course of a year, but there may also be more informal interactions in smaller groups throughout the year on relevant issues.
Where does the Legal Representatives Panel fit?
The Legal Representatives Panel is part of ACC’s wider Customer Advisory Programme (CAP) that exists to ensure ACC genuinely listens to the voices and stories of its customers, particularly its most vulnerable customers.
The CAP panels are one way ACC gets insights from customers. Others include:
• Customer Analytics• Customer Feedback and Experience Design• Customer Research
The insights provided by the CAP panels are brought together and enhanced in order to ensure that the most compelling story is heard (by ACC and MBIE in relation to policy development for the scheme) and act as a catalyst for positive change.
How does the CAP do this? Through trusted representatives of client voices accessed via established client networks across NZ, we translate our client stories into propositions which ACC can understand, in order to effect meaningful change to the process for resolving disputes.
You are invited to express your interest in a position on our Customer Advisory Panel – Legal Representatives.
3ACC Customer Advisory Panel Legal Representatives
What we’ll be looking for What will be expected of you?
What you can expect from us?
Membership Each panel member will be appointed their position for a 12 month period which may be renewed for a further 12 months if both the member and ACC agree.
Attendance We anticipate two full day panel meetings over the course of a year, which members will need to attend. Individual members may also be called upon to participate in workshops and design sessions on particular issues (in accordance with the work plan developed by the panel), and may also be asked to invite colleagues from their networks.
Network Contact Members may be asked to gather insights from, or distribute communications on particular issues to their networks.
Engagement Members should be open to working in new and collaborative ways and be able to engage in constructive dialogue in group settings.
Remuneration* Each panel member will receive a full day panel meeting fee of $575 (incl. GST).
Attendance at workshops or design sessions are remunerated on a pro rata basis at the following rate (incl GST):
* Members are remunerated in accordance with the Cabinet Fees Framework (COC-12-6)
One hour............$72Two hours..........$144
½ day.............$288
Travel and Accommodation
ACC will arrange all required travel and accommodation for members, where necessary.
Network Connectedness
Networks represented on the panel must have strong focus in one (or more) of the following areas: health and rehabilitation service provision; ACC customer advocacy, accident compensation law, a relevant academic background in, for example, behavioural science, workers compensation or medical ethics; or the wider community of unions, ACC business customers and NGOs.
Members should be able to demonstrate connectedness with their networks and their ability to gather high level, system insights on the Accident Compensation Scheme unique to their network.
Cultural Representation
Members representing cultural networks should have a comprehensive understanding of the challenges and opportunities facing their communities in relation to the Accident Compensation Scheme, and/or its injury prevention, rehabilitation and compensation aspects.
Professional Representation
Members of professional bodies should be able to demonstrate significant experience and education in the area of their expertise and its relevance to the Accident Compensation Scheme.
Legal Representatives 4ACC Customer Advisory Panel
Expression of Interest Application FormTo apply, please complete the following expression of interest application form, providing a cover letter telling us a little about why you want to come on board and send it to [email protected] by 4pm on 18 May 2018.
Personal information
What group are you applying for?
Are you part of any other advisory or advocacy group across the government sector?
Are you a lawyer currently or formerly entitled to practise law in New Zealand?
If yes please briefly explain your role on that group
If yes please briefly explain the extent, if any, of your experience in accident compensation law and/or dispute resolution
Contact address
Yes
Yes
No
No
Organisation you represent (if applicable)
The information collected on this form will only be used to assess your application for a position on our Customer Advisory Panel. In the collection, use and storage of information, ACC will at all times comply with the requirements of the Privacy Act 1993. You have the right to access any information we hold about you. You can also ask us to correct the information that we hold about you.
Your responsibilities within the organisation
Network size and location(s)
Address
Length of time at organisation
I declare that all of the information I have provided in this form is correct.I understand that I can ask to see any information that ACC holds about me, and have it corrected if it is wrong, within the provisions of the Privacy Act 1993.
Date:Signature:
Legal representatives
First name
Last name
Telephone ( )
Email address
Name
Telephone ( )
Email address
Your role
Legal Representatives 5ACC Customer Advisory Panel
Questions and comments?If you have any queries regarding the Customer Advisory Panel, ACC’s Customer Advisory Programme or the application process please contact:
ACC7876 April 2018
