Senior Advisor Site Support

Oranga Tamariki; New Zealand; Hybrid; NZD 106,000 - 118,000; Full time

Job summary

Oranga Tamariki is seeking a Senior Advisor Site Support to work within the Feedback and Complaints team across New Zealand. You will assess complaints from front-line sites, investigate issues, and provide recommendations aligned with our values and CCS frameworks.

The role requires strong communication, risk awareness, and the ability to engage with diverse communities, including Māori and Pacific peoples. Secondment or fixed-term contracts are available, with regional offices for support.

Qualifications

• Experience handling complaints and disputes in child welfare or related services.
• Ability to engage with front-line sites and communities to resolve issues.
• Strong verbal and written communication skills for reporting and responses.
• Knowledge of relevant legislation and best practices for child-centered approaches.
• Ability to identify and manage risk and work across stakeholders.

Responsibilities

• Assess and respond to complaints received by front-line sites.
• Investigate complaints and engage with practitioners, site managers and leaders.
• Provide recommendations to improve processes and outcomes consistent with Oranga Tamariki values.
• Maintain clear, respectful communication with all parties involved.
• Support travel and collaboration across sites as required.

Skills

Complaint handling

Dispute resolution

Stakeholder engagement

Verbal and written communication

Risk management

Cross-cultural awareness

Education

Social Work qualification

Job description

This role can be based anywhere in Aotearoa New Zealand, with access to and the ability to work from an Oranga Tamariki regional office.

We are currently looking for a Senior Advisor with Social Work qualificationson a secondment or fixed term basisto join our Site Support team in Feedback and Complaints to support our front-line sites and residences to understand complaints and provide quality responses with resolution focus that is consistent with Oranga Tamariki’s vision.

Oranga Tamariki—Ministry for Children has a commitment to putting tamariki and rangatahi at the heart of what we do. In our work, we aim to demonstrate these values:

• We put Tamariki first
• We believe Aroha is vital
• We respect the Mana of people
• We are Tika and Pono
• We value Whakapapa
• We recognise that Oranga is a journey

We are committed to ensuring that New Zealand is the best place in the world to be a child. We are also committed to ensuring Oranga Tamariki partners with hapū, iwi and Māori organisations to find appropriate solutions for tamariki in need.

Mō te ūnga | About the role

The Senior Advisor Site Support plays a key role within our Feedback and Complaints team to ensure we gain meaningful insights from members of the public and are able to deliver consistent approaches across our front-line sites.

Working directly with our Regional Leaders, Practitioners, and Site Managers, you will assess complaints that have been received to support responses and make informed recommendations to Oranga Tamariki in relation to complaints. You will utilise your understanding of Oranga Tamariki practices, values and organisational objectives to best support improvement, this will involve investigating and conversations to best get to the heart of complaints and concerns.

Key requirements of the role include:

• Previous experience with complaint and dispute resolution, specifically in line with Oranga Tamariki Feedback Principles and CCS Operating Frameworks
• Strong understanding of relevant legislation in relation to best practices for child-centric approaches
• Ability to gain engagement and get to the heart of issues
• Strong relationship and partnering skills to gain buy-in to strengthen organisational practices
• Excellent verbal and written communication skills
• Understanding of Oranga Tamariki future direction, goals, values and mission
• Experience identifying and managing risk
• The ability to travel when required
• Understanding and appreciation of cross-cultural practices in particular; knowledge of tikanga Māori, and Pacific peoples’ culture

NŃu te rourou | What's in it for you

Oranga Tamariki offer a step-based remuneration package, that offers progression annually for experience through tenure. Annual remuneration for this position starts between $106,416 and $117,782 pro rated dependent on experience.

We also offer a vibrant and supportive team, flexible work options and a genuine commitment to wellbeing. We offer significant training and professional development so that you can thrive and grow. We welcome diversity and are committed to working in an inclusive and respectful way. This is your opportunity to apply your skills and experience to the wellbeing of tamariki and rangatahi.

If you are interested in any of our vacancies, please ensure that you make yourself familiar with our code of conduct as it sets out our expectations for our kaimahi and requires you to present at work free from the influences of both drugs and alcohol.

Location(s) All New Zealand, Te Tai Tokerau Region, Kaitaia, North Shore, Hamilton, Tauranga, Hastings, Wellington, Hawera, Blenheim, Ashburton, Alexandra, Auckland, Kaikohe, West Auckland, Paeroa, Rotorua, Dannevirke, Lower Hutt, Horowhenua, Greymouth, Christchurch, Balclutha, Waikato, Whangarei, Central Auckland, Tokoroa, Napier, Upper Hutt, Palmerston North, Nelson, Rangiora, Dunedin, Bay of Plenty, Dargaville, South Auckland, Taupŋ, Gisborne, Porirua, Manawatu, Timaru, Gore, East Coast, Whakatane, Hawkes Bay, Paraparaumu, New Plymouth, Invercargill, Wellington, Masterton, Taumarunui, Oamaru, Taranaki-Manawatu, Wairoa, Whanganui, Upper South, Waipukurau, Canterbury, Lower South

Expertise Social Work, Care Services, Management, Other, Services for children and families, Youth Justice