Establishing a good relationship

Having a good working relationship with your case manager is invaluable.

You may want to follow some basic principles to help this relationship:

  • Always be polite and courteous to your case manager.
  • Try not to be aggressive or lose your temper.
  • Take a support person with you, especially an older mature person, kaumatua or kuia - a support person can act as a witness to any decisions made, ask questions on your behalf if you get upset or don't understand, and may be able to help calm a situation down.
  • Make sure meetings or phone calls result in a decision to do, or not do something - repeat and confirm this decision with your case manager.
  • Ask for decisions in writing, especially if the decision is important e.g. to grant a benefit, process an application, or the affect a change in your circumstances may have.
  • If your case manager refuses to confirm a decision in writing, then you should write to him or her yourself and confirm your understanding of what took place and what is going to happen next.
  • Keep written notes of all meetings and telephone calls, even if only to say that nothing was decided at the meeting or on the call. Keep these records in a folder or diary.
  • Treat all meetings with Work and Income as a business transaction.

All letters should be dated and you should keep copies for your own records. Any records or letters should also clearly state:

  • the date and time of any meetings or telephone calls
  • the name of who was present or spoken to on the phone
  • what outcome was agreed.

A local Citizens Advice Bureau, budget advisor or other community group may be able to help with drafting letters, typing up and photocopying - check first if there is a charge.

Work and Income should routinely log details of phone calls and meetings, but it is worth keeping your own records as a back up. These can be used later if you want a decision reviewed.

If you have tried to form a good working relationship with your case manager, but things are still difficult, you can ask to change your case manager.
 

The first interview

Your first meeting with Work and Income is important - prepare for this meeting and be clear about what you need. A benefit advocacy service can give you information on what benefits to apply for.

Make sure you check what documents you may need to take with you.
 

Further Links