10. LYNNE PILLAY (Labour—Waitakere) Link to this
to the Minister for Social Development and Employment
What is the Government doing to ensure that Child, Youth and Family is a responsive organisation that is focused on providing excellent service to children, young people, and families?
Hon RUTH DYSON (Minister for Social Development and Employment) Link to this
Today I have announced an improved process for Child, Youth and Family when responding to complaints. The new process will ensure that Child, Youth and Family listens to all concerns firstly at a local level, and tries to resolve the issues there and then. But if an issue remains unresolved, clients can then apply to have an independent advisory panel review their complaint. The new process will be more transparent and more accessible. It is designed so that families know their rights and understand the commitment of all social workers to work positively with them.
What reports has she received regarding the responsiveness of the Child, Youth and Family national call centre?
The Child, Youth and Family call centre was recently awarded the Telecommunications Users Association of New Zealand contact centre of the year award, making it the only contact centre to have won that award twice. The judges stated that the passion and enthusiasm of the staff was a key aspect of the win. The call centre receives over 4,000 calls a day, 88 percent of which are answered within 20 seconds, which is 8 percent better than industry standards. A high-performing call centre is a vital tool for Child, Youth and Family to help keep our children and young people safe.