NCC support workers

NCC support workers sit within the social work team and work under the direction of the social worker or supervisor. NCC support workers carry out assigned tasks requested by supervisors or social workers. Supervisors retain management oversight of the role, while social workers provide direction and oversight for case-related work.

Before completing any task and their role in it, NCC support workers need to:

• understand the purpose of the task and their role in completing this
• confirm the expectations and escalation points with the social worker or supervisor. 

NCC support workers are responsible for identifying, recording and escalating concerns, risks, changes in circumstances, or information that may affect the oranga, including safety, or care of tamariki and rangatahi to the allocated social worker or supervisor. They are also responsible for escalating any concerns that may present a health and safety risk to themselves or other kaimahi.

If they encounter a matter that requires social work assessment, professional judgement, analysis, risk determination, statutory decision-making or recommendations affecting tamariki or rangatahi, the NCC support role is to:

• record factual information
• notify the NCC social worker or supervisor.

The role of the NCC support worker includes:

• receiving and managing phone and email contact from tamariki, rangatahi, whānau or family, caregivers, professionals and other stakeholders – undertaking relational kōrero to understand needs and circumstances, and redirecting to the appropriate queue or business line 
• identifying, recording and escalating concerns, risks or changes in circumstances that may affect the oranga, including safety, of tamariki, rangatahi, whānau or family, or caregivers
• creating, updating and maintaining accurate records in CYRAS, CGIS and other approved information systems such as Genesys Cloud, ArcGIS and any other approved business systems at the time – tasks may include recording contacts, reports of concern, casenotes and other relevant information
• gathering and summarising information from client information systems and other sources to support decision-making, service delivery and casework activities, including preparing chronologies, summaries and related documentation
• prepare short form section 132 reports for the Family Court
• undertaking approved administrative and casework support activities, including creating referrals, processing requests, preparing reports and maintaining documentation in accordance with established procedures
• liaising with professionals, community organisations, service providers, caregivers and other agencies to gather, verify and share information under the guidance and direction of a social worker
• supporting after-hours service delivery by liaising with other emergency or after-hours services, such as caregivers, support staff and other service providers as necessary – this may include exploring emergency care options for tamariki and rangatahi
• building and maintaining effective working relationships with customers, communities, service providers and other stakeholders to support positive outcomes for tamariki, rangatahi, whānau or family
• supporting the administration and processing of information requests in accordance with approved delegations, processes and guidance.

NCC support workers cannot:

• hold case responsibility, lead case direction, be allocated as a key social worker, or manage a caseload 
• undertake, manage or respond independently to matters requiring social work judgement, assessment, planning or decision-making
• undertake social work analysis or professional assessment, or determine risk and safety thresholds
• attend professional decision-making forums, such as Family Harm Tables, as the sole representative of Oranga Tamariki – they may attend alongside an Oranga Tamariki social worker to support information gathering, information sharing, and administrative tasks
• attend Family Court proceedings, unless required to attend court as a witness in respect of casenotes in CYRAS or CGIS that have been completed by them
• determine outcomes for reports of concern, information requests or other contacts, or make decisions that require social work judgement, assessment or statutory authority.

NCC support workers report to a designated supervisor as part of a social work team. The supervisor will provide regular line management supervision, coaching, support and debriefing to promote safe practice, capability development, and wellbeing. The supervisor is responsible for ensuring support workers operate safely, effectively and within the boundaries of their role. This supports consistent practice, professional oversight, and effective team functioning.

Some NCC support worker activities are managed through other NCC functions and reporting lines. However, any escalations are directed to the designated supervisor.

The supervisor must ensure the NCC support worker has the appropriate knowledge, skills, experience, resources, support and supervision to undertake directed tasks. Assignment decisions must reflect the complexity, level of risk, practice considerations and the capabilities of the NCC support worker.

The supervisor will:

• ensure tasks assigned to the NCC support worker are appropriate to the role and do not involve statutory social work functions, professional assessment, analysis, recommendations or decision-making
• maintain oversight of all work undertaken by the NCC support worker and ensure it remains within the approved scope of the role
• ensure planning occurs between the NCC support worker and NCC social worker before engagement for any task, including consideration of known risks, expected actions and escalation pathways
• review casenotes completed on supervisor-directed tasks and ensure recording is factual and consistent with practice expectations
• ensure any court-related documentation prepared by the NCC support worker is reviewed and approved by the responsible supervisor or delegated decision-maker
• support the NCC support worker to complete induction and participate in other relevant learning and professional development.

The social worker remains accountable for assessment, analysis, planning, recommendations, decision-making and any statutory functions associated with the tamariki, rangatahi and whānau or family they are working with. Social workers may direct case-related tasks to NCC support workers within approved role boundaries and should consider the complexity and suitability of known risks. Any task should be discussed with the designated supervisor before assignment. The social worker provides professional guidance and oversight of case-related work completed by the NCC support worker and determines any required social work or statutory response.

While the NCC support worker's supervisor is responsible for day-to-day line management and oversight of work assignment, the social worker remains responsible for the quality and appropriateness of services provided in relation to their case. Any concerns about a NCC support worker's capability to undertake a task should be discussed with the designated supervisor.

The social worker is responsible for:

• planning and directing NCC support worker tasks, including providing clear instructions, relevant case information, known risks, role boundaries, communication expectations, and directing access to relevant CYRAS and CGIS information
• reviewing and overseeing work completed by the NCC support worker, including checking casenotes for accuracy, ensuring information is appropriately recorded, and considering it within the broader case context.