Dispute Resolution Case Coordinator
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Tēnei tūranga – About the role
Our purpose is to grow the New Zealand economy to provide a better standard of living for all New Zealanders. To achieve this, we need a strong, high performing economy, where for example, people (workers, consumers and investors) are protected and aware of their rights and obligations; and the integrity of the environment is maintained.
As one of New Zealand’s largest government agencies, the work we do impacts the lives of all New Zealanders. We work to increase household incomes by helping businesses to be more productive and internationally competitive, increasing opportunities for all New Zealanders to participate in the economy through improved job opportunities, and by ensuring quality housing is more affordable.
This is all echoed in our Maori identity – Hikina Whakatutuki – which broadly means “lifting to make successful”.
Ngā herenga – Requirements of the role
Personal specifications
- Able to comfortably discuss and identify the issues and problems arising in a tenancy relationship with tenants, landlords and/or their representatives in a culturally appropriate way.
- Demonstrated competence in effectively communicating complex ideas both orally and in writing to a wide variety of audiences with differing cultural backgrounds and abilities.
- Conceptual and analytical skills to critically assess issues for the purpose of case management and administration.
- Ability to anticipate the needs of mediators in their conduct of casework and in the prioritising of their workload.
- Ability to prioritise where unpredicted and urgent requests arise.
- Ability to work without direct supervision.
- Sound administrative and organisational skills.
- Computer literate including Microsoft Office suite.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Critical areas of success – Delivers quality results which contribute to the Ministry’s outcomes
The Dispute Resolution Coordinator (Tenancy) will be required to deliver results in the following areas:
- Contributing to the day to day work of the team. This will include working in a manner of active collegial collaboration.
- Deliver dispute resolution coordination services, products and programmes that actively support and contribute to the achievement of the Ministry’s outcomes and that deliver to the needs of internal and external stakeholders.
- Working co-operatively with a wide variety of people and groups.
- Has high ethical and professional standards and exercises discretion.
- Is a good communicator, listens and expresses ideas and facts to gain understanding from a wide variety of people, including people who are distressed or angry.
- Is calm and positive in their approach to all aspects of their work.
Customer focus
Delivers a targeted service to internal and external stakeholders.
- Works to a high standard and always looks for ways to do things better.
- Identifies the needs or expectations of customers.
- Treats internal customers with the same courtesies they would extend to external customers.
- Works hard to meet customer deadlines.
- Always looks to improve service.
- Maintains professionalism.
Relationship management
Manage constructive working relationships with work colleagues and external stakeholders to enhance understanding and cooperation needed to achieve desired results.
- Participates as an active team member and contributes knowledge and expertise needed to achieve MBIE’s outcomes.
- Develops effective working relationships with other MBIE managers and staff in order to transfer knowledge and learning from the team to the wider organisation.
- Builds and maintains effective relationships and partnerships with internal and external stakeholders, as necessary, in order to identify and share best practice information and to promote the Ministry, its products and services.
- Represents whole of Ministry views and protects its reputation in any external interactions.
Self-management
- Models positive behaviours.
- Models the desired values and culture of the organisation.
- Willingly shares knowledge, expertise and within the team and with others in the organisation.
- Acts with honesty and integrity.
- Welcomes feedback and is receptive to input from others.
Wellbeing, health and safety
- Displays commitment through actively supporting all safety and wellbeing initiatives.
- Ensures own and others' safety at all times.
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
- Reports all incidents/accidents, including near misses in a timely fashion.
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Dispute Resolution Case Coordinator position reports into the manager within the Dispute Resolution branch. The branch sits within the Building and Tenancy group.
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
