Mediator – Tenancy

Tēnei tūranga – About the role

The Mediator Tenancy is a team member position in MBIE. The mediator works in partnership with their manager and other staff to provide expert problem-solving support, information and assistance to landlords and tenants, to resolve problems in any aspect of a tenancy relationship. The primary function of the Mediator is to attempt to bring a tenancy dispute to an agreed settlement and to improve the relationship between the landlord and tenants.

Ngā herenga – Requirements of the role

Personal specifications

Attributes that you will have a proven track record of experience and achievement in, or can demonstrate the ability to be able to apply are:

• Able to apply a mediation process appropriate to the needs of the parties, recognising the underlying principles of confidentially, impartiality, voluntariness, and empowerment, and the voluntary nature of mediation.
• Able to negotiate or facilitate interaction between parties in conflict.
• Being able to establish and maintain the confidence of parties.
• Knowledge and understanding of the New Zealand tenancy market and related public services.
• Previous experience in delivery of mediation, negotiation, and conflict resolution services (including instances where parties are not represented).
• Ability to interpret and apply relevant legislation, in particular a good understanding of the Residential Tenancies Act 1986 and associated statutes and contract law.
• Ability to record agreements made between the parties which accurately reflect what has been agreed and that may be enforceable through the appropriate channels.
• Proven record of working with diverse ethnic groups and an understanding of Tikanga Māori and Pacific cultural practices.
• An understanding of the principles of the Treaty of Waitangi.
• Computer literacy with Microsoft suite, especially Outlook, Word, Excel, Microsoft Teams and videoconferencing platforms.
• A tertiary qualification in mediation, dispute resolution or other relevant tertiary qualification and/or accreditation from recognised professional bodies such as Resolution Institute, AMINZ or the law society is highly desirable.
• Able to work flexibly as part of a national team and can adapt quickly to meet the needs of our customers in an evolving and changing environment.
• A current full driver’s licence and must be available to travel.
• Must have the legal right to live and work in New Zealand.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Tenancy dispute resolution service delivery

• Conduct mediations and other dispute resolution services in accordance with the Residential Tenancies Act 1986, Unit Titles Act 2010, and other relevant legislation.
• Act with impartiality and in good faith to support parties in identifying issues and reaching a resolution of their differences thereby building successful tenancy relationships.
• Comply with relevant statutory provisions and best practice processes, including the Mediator competency framework and code of ethics.
• Establish and maintain the confidence of parties, and/or representatives.
• Deliver dispute resolution services through appropriate channels, which include phone, video conferencing or face-to-face meetings.
• Undertake educational initiatives and presentations to external groups and stakeholders as required.
• Be able to meet the cultural needs and aspirations of Māori in the course of your work and communications.
• Be able to engage with other cultures, including Pasifika, communicating complex and diverse views in a culturally appropriate manner.
• Accurate and timely information management practices including entering data, closing, or referring cases to the Tenancy Tribunal, and completion of mediated orders.

Relationship management

• Participates as an active team member and contributes knowledge and expertise needed to achieve the Ministry’s outcomes.
• Develops effective working relationships with other Ministry managers and staff to transfer knowledge and learning from the team to the wider organisation.
• Builds and maintains effective relationships and partnerships with internal and external stakeholders, 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.

Wellbeing, health & 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 Mediator Tenancy position reports to the Dispute Resolution Manager and sits within the Dispute Resolution team in the Building and Tenancy branch. The branch is part of the Te Whakatairanga – Service Delivery group.

More information about MBIE’s structure

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