Dispute Resolution Coordinator – Employment Services

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Tēnei tūranga – About the role

The Dispute Resolution Coordinator is a team member position in MBIE. The Dispute Resolution Coordinator will work in partnership with their manager and other staff to contribute to the national operations of the case management team. The Dispute Resolution Coordinator will work employment disputes. The Case Management team is responsible for:

  • Responding to enquiries from the Service's clients on a wide range of issues.
  • Providing information and guidance to assist in resolving disputes between parties.
  • Explaining the mediation process and arranging mediations.
  • Working with the team at a national level to prioritise and manage the workload.

Ngā herenga – Requirements of the role

Personal specifications

  • Experience working in a case coordination/service delivery
  • Able to comfortably discuss and identify the issues and problems arising in a dispute with client and/or their representatives in a culturally appropriate
  • 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 prioritise where unpredicted and urgent requests arise.
  • Ability to work without direct supervision.
  • Sound administrative and organisational skills.
  • Computer literacy with Microsoft suite, especially Outlook, Word, and Excel.
  • An understanding of the principles of the Treaty of Waitangi in a service delivery environment.
  • Proven record of working with diverse ethnic groups and an understanding of Tikanga Māori and Pacific cultural practices.
  • Experience working within a regulated system.
  • Desirable study at tertiary level or equivalent work experience.
  • Credit check required (yes).
  • Required to drive (desirable).
  • Police vetting (yes).

Takohanga tuhinga o mua – Key accountabilities and deliverables

Critical areas of success

The Dispute Resolution Coordinator will be required to deliver results in the following areas:

  • Deliver dispute resolution coordinator 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.
  • Give general information to the parties on problem resolutions and how best to proceed with their issue, based on knowledge of the circumstances (impact, location, cultural matters, sensitivity, etc.) and in accord with the Service’s guidelines.
  • Work with the parties to establish, as clearly as possible, the nature of the problem presented.
  • Collect and collate information for mediations, provide information to the parties about the problem-solving approaches that may be used, how they work, what to expect and where relevant, refer parties to other sources of assistance either within MBIE or externally.
  • Communicate, listen, and express ideas and facts to gain understanding from wide variety of people, including people who are distressed or angry.
  • Respond to enquiries from clients and stakeholders on a wide range of issues to assist in resolving disputes and advise clients on their rights and responsibilities under the relevant legislation.
  • Contributing to the day-to-day work of the team. This will include working collaboratively to manage and prioritise the workload from a national perspective, scheduling mediations.
  • Arrange travel and meeting venues as directed.
  • Accurate and timely information management practices including entering data, reporting on workload and case management processes and outcomes.
  • Having high ethical and professional standards and exercising discretion as appropriate in a calm and positive manner.
  • Travel occasionally for training, conferences or to support national delivery of services as required.

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 Dispute Resolution Coordinator position reports into the Manger, Case Management Employment within the Employment Services Branch. The branch sits within the Te Whakatairanga Service Delivery Group.

More information about MBIE’s structure(external link)

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

MBIE value: Māia - Bold & brave, Pae Kahurangi - Build our future, Mahi Tahi - Better together, Pono Me Te Tika - Own it