In 2006, the Ministry of Social Development (MSD) established a Claims Resolution Team to respond to claims against the Crown that relate to allegations of historic abuse or neglect on behalf of Child, Youth and Family or its predecessor agencies. Over time, the number of claims received by MSD has increased significantly, with the team currently closing far fewer claims than it receives on an annual basis. As a result, a substantial backlog has built up with claimants having to wait over three years before their claim is assessed. It is broadly agreed that this is neither an
acceptable nor sustainable situation for claimants or MSD. In 2015, a Two-Path Approach temporarily offered claimants an alternative process that considered less evidence in order to speed up the assessment and closure of claims. Over 600 claimants were able to resolve their claims through the Two-Path Approach. On the basis of this experience, MSD is in the process of designing a new streamlined assessment process that builds on the experience of the Two-Path Approach and provides an experience that is more responsive to claimants.

Within the context set out above, Allen + Clarke was requested by MSD to engage with claimants to understand their experience of the Claims Resolution Process. In addition to open discussion on their experiences, claimants were requested to provide feedback on the proposed process that MSD has designed. The objective of the engagement was to: Hear from claimants about which elements of the process MSD has currently got right or could benefit from improvement; • Understand the parts of the process that are of greater value to the claimant and any parts that are considered unnecessary and why; Identify any factors that are currently missing that could improve the process for a claimant.

Ultimately, the engagement with claimants seeks to ensure that any new process that is put in place provides claimants with the support they need as they go through the resolution process. Two workshops were held in Auckland with participants from the Auckland, Waikato, Hawke’s Bay regions, and one workshop was held in Christchurch with participants from the Canterbury, and Otago regions. Claimants included a mix of women and men at different stages of the Claims Resolution Process as well as a number of support people. In total, Allen + Clarke met with 13
claimants (eight men and five women) and two support people. (From the Executive summary).

The Ministry of Social commissioned this consultation as part of its work on improving the historic abuse claims process. Follow links to the related documents "Report on consultation process with Māori claimants, July 2018" and "MSD response to feedback" or follow the access the website link for more information including cabinet papers.

See also related document "MSD Historic Claims Business Process and Guidance March 2019" released under OIA (#6225). Record #6224