Self-management

Empowering ACC clients to have greater control and autonomy in both the decision
making and purchasing of supports and services they need as part of everyday living.

UN Convention on the Rights of Persons with Disabilities

Article 1

to promote, protect and ensure the full and equal enjoyment of all human rights and fundamental freedoms by all persons with disabilities, and to promote
respect for their inherent dignity.

Background

Design approach

The Claims Management Group of the New Zealand Accident

Compensation Corporation supports over 5,000 people who, because an
accident, have a permanent impairment - chiefly paraplegia, tetraplegia,
or severe traumatic brain injuries. Unlike most other people who have an
accident, this group of clients will have a lifelong relationship with ACC.
Over the last five years ACC has significantly improved how it engages
and supports clients to achieve their goals of increased independence and
participation. However, ACC recognised that how clients engaged with
the organisation was not meeting all of their needs.
In response, ACC has designed self-management to enable clients to
exercise greater control and autonomy in both decision-making and
purchasing of the supports and services they need as part of everyday living.

After reviewing the international literature, we rigorously tested assumptions and

possible design approaches through a series of workshops with internal and customer
stakeholders, individual client interviews and follow up client focus workshops.
An iterative approach to design was essential. We are running a pilot to understand
the value proposition for clients and the business needs.
The design of business processes has addressed the needs of clients as well as
front-line case managers. Weve reduced the need for expensive system changes by
adapting existing tools and procedures.
Evaluation is occurring concurrently during the pilot, with formal reviews at milestone
points over the nine months the pilot is running.

How self-management will

add value to ACC clients

Overarching principles
Seven principles underpinned the design of the pilot. We assessed all
potential solutions against each principle.
The principles are:
Clients to have control of
decision-making
Individualised personal budget
Funding flexibility

ACC needs a more collaborative partnership with clients and their families to improve
public trust and confidence.
Self-management shows ACCs commitment to enabling clients to have control. Selfmanagement is a long-term investment, embedding principles of person-centred and
strengths-based practice.
The real value of self-management comes when clients find new opportunities to
create lasting, client-led solutions.

Clear rules and procedures

Shared accountability
Support to self-manage
Flexibility and responsiveness

Self-management customer experience map

6HOIPDQDJHPHQWFXVWRPHUH[SHULHQFHPDS
67($'<

5($'<

&OLHQWSUHSDUHVWRVHOIPDQDJH7KH\RSHQDEDQNDFFRXQWWRUHFHLYH
IXQGLQJRUVHWXSDJUHHPHQWVZLWKWKLUGSDUWLHV7KH\QHHGWRGHWHUPLQH
ZKDWUHFRUGNHHSLQJPHWKRGZLOOZRUNIRUWKHPDQGVHWXSDZD\WRILOH
WKHLUUHFHLSWVDQGLQYRLFHV,IWKHFOLHQWQHHGVPRUHKHOS$&&FDQDGYLVH
WKHPZKHUHWRJRWRJHWLQIRUPDWLRQUHODWHGWRWD[RUHPSOR\HUREOLJDWLRQV
RUKRZWRDUUDQJHWKHLURZQWUDLQLQJHJVPDOOEXVLQHVVRUEXGJHWLQJ
FRXUVHV

"




7DVNV
6HWXSEDQNDFFRXQW
*HWWD[DGYLFH
6HWXSSD\PHQWV

'DWH
;;;;
;;;;
;;;;

:KR
&OLHQW
&OLHQW
$&&

K
^

1RWIRUPH

Z
t
/

1RWIRUPH




%XGJHW







3D\PHQW
0\60EDQNDFFRXQW
3D\UGSDUW\WRPDQDJH

<HDU

&RRUGLQDWRU
&RRUGLQDWRU

"

"

&OLHQW

,

&RRUGLQDWRU

VWQG UGPRQWK



>

9HKLFOH
PRGLILFDWLRQV

:HHNO\FRPSRU
,QGDOORZDQFH

7UHDWPHQW



 5HTXHVWIRUPRUHIXQGV
 6HUYLFHVRXWVLGHVHOI
PDQDJHPHQWLH
KRXVHPRGLILFDWLRQV
 +HDOWKLVVXH
 (TXLSPHQWEUHDNGRZQ
 1DWXUDOVXSSRUWVDZD\
 $FFLGHQW
 (WF




$UWLILFLDOOLPE
SXUFKDVH

>



WKPRQWK


&OLHQW

>



0RQLWRULQJIODJVDZDUQLQJ

5HFRUGNHHSLQJ

"


&OLHQW

6XSSRUWRXWVLGHRISDFNDJH



"


&OLHQW



6RPHVHUYLFHVDUHH[FOXGHG

,

<HDU

HWF

^
D
,


&OLHQW

6HOI0JG

2QHRIIVXSSRUW

/^W
/^W

d
d
/

/
^>

^
d
>
d

>

WWWZ
WWWZ

6HUYLFHV
$WWHQGDQWFDUH
(TXLSPHQW
&RQVXPDEOHV
6XSSRUWHG$FWLYLWLHV
5HSDLUV
6XQGULHV

*HWPRUHKHOSWRJHWVHWXS

Z
Z
;^
;^
;
;
;t
;t
;^
;^
;
;

t
/

1RWIRUPH

1RWIRUPH

^/



&OLHQW

,QGLYLGXDO6HUYLFH3ODQ

&OLHQWLVQRZVHWXSWRVHOIPDQDJH$&&ZLOOFRQWLQXHWRPRQLWRUVSHQGLQJIURPDIDUDQGZLOOEHDYDLODEOHWRDVVLVWFOLHQWVLIWKH\DVNIRUKHOS$&&ZLOO
FKHFNLQZLWKFOLHQWVRQFHD\HDUWRHQVXUHWKDWVHOIPDQDJHPHQWLVZRUNLQJIRUWKHP&OLHQWVZLOOEHQHILWIURPDQ\LQFUHDVHVLQUDWHFKDQJHVWKDW$&&VHW
WRUHIOHFWLQFUHDVLQJFRVWVWRWKHLUIXQGLQJ$&&ZLOOUHYLHZDFOLHQWVVSHQGLQJIURPWLPHWRWLPHRULIDQ\ZDUQLQJVLJQVDUHQRWHG$&&ZLOOZRUNZLWKWKH
FOLHQWWRUHVROYHWKHVH,IWKHDUUDQJHPHQWLVQRWZRUNLQJIRU$&&RUIRUWKHFOLHQWWKHQWKH\ZLOOUHWXUQWRFDVHPDQDJHPHQW

5HJXODU
SD\PHQWV
LQWREDQN
DFFRXQW

'UDZ
GRZQIXQGV

6HOI0DQDJLQJ

&OLHQWVWDUWVVHOIPDQDJLQJ7KH\UHFHLYHIXQGLQJIURP$&&DQGWDNH
FRQWURORIRUJDQLVLQJWKHLURZQVHUYLFHVDQGVXSSRUW$&&ZLOOFKHFNLQ
ZLWKFOLHQWVRQFHDPRQWKGXULQJWKHWULDOSHULRGIRUWKHILUVWWR
PRQWKVWRPDNHVXUHWKLQJVDUHJRLQJZHOO,IWKHXQH[SHFWHGKDSSHQV
FOLHQWVFDQDVNIRUPRUHVXSSRUWIURP$&&WRKHOSWKHPDWDQ\WLPH,I
WKHDUUDQJHPHQWGRHVQWZRUNFOLHQWVFDQVWRSDQGUHWXUQWRFDVH
PDQDJHPHQW

d

&RRUGLQDWRU
&RRUGLQDWRU

:KHQWKLQJVDUHQWTXLWHULJKW

&OLHQWUHDGVWKHVHOIPDQDJHPHQWJXLGHERRNWKHQPHHWVZLWKWKHLU
FRRUGLQDWRU7KHFRRUGLQDWRUEULQJVWKHFOLHQWVUHFRUGVDERXWWKHVHUYLFHV
DQGVXSSRUWVWKHFOLHQWKDVKDG7KHFOLHQWGHFLGHVZKDWWKH\ZRXOGOLNHWR
VHOIPDQDJHDQGKRZWKH\ZRXOGOLNHWKHVHUYLFHVWREHSDLG7KHLQGLYLGXDO
VHUYLFHSODQLVXVHGWRUHFRUGZKDWLVDJUHHGDQGWKHWDVNVUHTXLUHGWRJHW
WKHFOLHQWVHWXSWRVHOIPDQDJH&OLHQWVFDQXVHDWKLUGSDUW\WRKHOS
PDQDJHWKHLUVHUYLFHV$QDJUHHPHQWLVVLJQHGWRDFWLQJRRGIDLWK

*HWWLQJVWDUWHGWULDOV

1RWIRUPH

&OLHQWILQGVRXWDERXWVHOIPDQDJHPHQWHLWKHUWKURXJKWKHLUQHWZRUNVRU
IURPWKHLUVHUYLFHFRRUGLQDWRUV&RRUGLQDWRUVDQGWHDPOHDGHUVDOVR
LGHQWLI\FOLHQWVZKRDUHUHDG\IRUDVWUHDPFKDQJHWRVHOIPDQDJHPHQW
&OLHQWVXVHDFKHFNOLVWWRGHWHUPLQHLIWKH\DUHUHDG\DQGDUHVHQWDQ
LQIRUPDWLRQSDFNWRILQGRXWDOODERXWVHOIPDQDJHPHQW&OLHQWVZKR
ZDQWWRVHOIPDQDJHEXWDUHQRWUHDG\\HWFDQSODQWRZRUNWRZDUGV
EHLQJUHDG\E\XVLQJVHUYLFHVOLNH7UDLQLQJIRU,QGHSHQGHQFH

/


&OLHQWH[SHULHQFHRIVHUYLFH

6HWWLQJWKLQJVXS

+RZZLOOLWZRUNIRUPH"

.HHQWRWU\ EXWQRWUHDG\\HW

&OLHQWVH[SHULHQFHRIMRLQLQJVHOIPDQDJHPHQW

:KDWLVLWDQGDP,UHDG\"

*2

WKPRQWK

6327&+(&.6

:DUQLQJ6LJQV

E
,

t
^

"

d
&RRUGLQDWRU
&RRUGLQDWRU

&OLHQWLVQRW\HWUHDG\WRVWDUWVHOIPDQDJLQJ

+RXVLQJ
PRGLILFDWLRQV

%X\KLJKFRVW
HTXLSPHQW

$GYRFDF\RU
DVVHVVPHQW

6XSSRUWHGOLYLQJ
HPSOR\PHQWHWF

6HUYLFHVQRWVHOIPDQDJHG$&&ZLOOSD\IRU

&RRUGLQDWRU
&RRUGLQDWRU


&RRUGLQDWRU


&OLHQW

&RRUGLQDWRU
&RRUGLQDWRU


&OLHQW



$&&KHOSVFOLHQWWRJHWVHWXS

&/,(17())257

6HUYLFHVDGGLWLRQDOWRZKDWLVFRYHUHG

Z

)ODJVUDLVHGRQKRZVHOIPDQDJHPHQWLVZRUNLQJ

/HDUQLQJ

&/,(17(027,21

'LVFRYHULQJ

7HVWLQJ

&/,(17%(1(),7
([SORULQJ
&XULRXV
:RUULHG
)UXVWUDWHG



6XFFHHGLQJ
,QFRQWURO

6HOI
PDQDJLQJ