1. Language support for access to services Julia Wootton, National Manager Contact Centres 11 July 2014

2. Housing New Zealand Housing New Zealand Corporation is a Crown agent that provides housing services for people in need We provide high quality, subsidised rental homes to people in the greatest need for the duration of their need. Increase in number of quota refugees housed over the past 2 years

3. Service Channels Local offices Customer Services Centre Email Fax Correspondence by mail

4. Accessibility and arrangements Local offices –Monday to Friday 9am – 4pm –Tenancy Managers, Senior Tenancy Managers, Area and Regional Managers –Links with MSD to support customers accessing relevant housing services 4

5. Accessibility and arrangements Customer Services Centre –Toll free 0800 number –24/7, 365 for urgent enquiries, Monday to Friday 8am- 6pm for general enquiries –Multi-skilled Housing Advisors –Telephony solution between MSD and Housing 5

6. Language line Language Line key tool for support –Training resources for both staff and customers –Active promotion of services on web site and with staff, supported by “no interpreting” policy in contact centre –Support available from Ethnic Affairs, good reporting and feedback –Good uptake of interpretation services 6

7. Language line – uptake 687 calls to Language Line (May 14) Success rate very high –7 calls where language not available –12 where interpreter not available Average interpreting session - 11 minutes Most popular languages –Samoan, Mandarin Tongan 7

8. Languages – uptake May 2014 8

9. Challenges Mismatch of service hours of Language Line and contact centre channels 9