Introduction The Accident Compensation Corporation (ACC) administers New Zealand’s accident compensation scheme. The scheme provides no fault injury cover for everyone, everywhere in New Zealand, seven days a week. ACC also works to reduce the overall incidence and impact of injury in New Zealand, through the delivery of injury prevention, effective rehabilitation and compensation services.

ACC is a Crown entity responsible for:

working to reduce the incidence and severity of accidents
collecting personal injury cover levies
determining whether claims for injury are covered by the scheme and providing entitlements to those who are eligible
paying compensation
buying health and disability support services to treat, care for and rehabilitate injured people
advising the Government
providing accident cover, injury prevention services, case management, medical and other care and rehabilitation services.

ACC’s pledge is to prevent injury, to provide the best treatment and care if injury occurs, and to quickly rehabilitate people back to work or independence at a price that offers high value to levy payers and all New Zealanders.

To fulfil this pledge, ACC works to ensure that it treats disabled people with dignity and respect by improving the quality of information available, the services available and how to access them. Through its services and responsibilities, ACC has a significant connection with the New Zealand Disability Strategy.

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Accessible government

All government agencies are asked to prioritise actions to increase their accessibility to disabled people. This is about getting the basics right, so that disabled people can access government on the same basis as other people.

These actions support realisation of the New Zealand Disability Strategy’s objective 6: foster an aware and responsive public service.

Four critical areas where disabled people interact with government agencies are:

information – such as brochures, letters, publications, websites
buildings – such as service centres, corporate offices
services – such as face to face at a service centre, call centres, information electronically or hard copy
as an employer – such as job application procedures, job descriptions, accommodations in workplaces, intranets.

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Accessible information

Outcome: Disabled people can access publicly available government information on the same basis as non-disabled people. Disabled people know about, access and use government information and services.

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1. Online information (internet and intranets)

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. Meet Web Guidelines version 2.1	Planned work	ACC is working towards compliance with Web Guidelines 3.0. In 2006/07 a gap analysis was completed to identify ACC’s progress. ACC is currently 37% compliant with the guideline standards, and 34% compliant with the guideline recommendations.	In 2007/08 ACC will continue to work towards adhering to international web standards and the E-government strategy.
2. Meet Web Guidelines versions 3.0	New measure
3. Tested accessibility for disabled people	Planned work	ACC has put together a focus group of disabled people as part of its external user website research project. Findings and recommendations concerning how ACC can improve accessibility is expected by the end of June 2007.	Findings and recommendations by the focus group concerning how ACC can improve accessibility will be implemented within 2007/08.
4. Adapted to increase accessibility	Planned work	ACC has undertaken a number of initiatives in 2006/07 to increase accessibility. This includes: making URLs more user friendly on the external site improved intranet accessibility by adding functions that increase font size and palette range to make it easier for people to read.	As part of ACC’s wider online strategy, work will be undertaken to further improve acc.co.nz. This includes implementing capability to support personalisation of internet use by ACC claimants.
5. Download files accessed as HTML, and not only PDF	Planned work	Currently ACC file downloads operate under a mixture of both PDF and HTML.	Where PDF formats still exist, ACC plans to provide a shorter HTML version or remove the PDF format altogether.
6. Plain English used	New measure	Information provided on ACC’s websites are written in plain English	Further additions, enhancements and improvements will continue to be written in plain English to improve accessibility
7. New Zealand Sign Language used	New measure	ACC does not currently use NZSL on its websites.	ACC will consider the requirements of the New Zealand Sign Language Act 2006 as part of its work to improve online accessibility.

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2. Hard copy information

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. Plain English used	New measure	In 2006/07 ACC initiated a review of its current forms, letters and fact sheets. The purpose behind the project is to reduce the number of forms, letters and fact sheets and to ensure all written communication is informative, engaging and meets the needs of its stakeholders including disabled people. Communication material in relation to sensitive claims, treatment injury, reviews and appeals, hernia and fraud have been re-developed to promote clearer and more customer-oriented communications.	The project aims to examine roughly 1500 documents by the end of the 2007 calendar year, including trialling new material with key stakeholders.
2. Available in alternate formats, on request
a. New Zealand Sign Language	Planned work	ACC has developed a DVD for the New Zealand deaf community using NZSL and captioning to ensure access to key ACC information including about the ACC Scheme, services provided and how to access these if a person sustains an injury. It was made using deaf claimants sharing their stories about how ACC was able to support them.	In 2007/08 ACC seeks to agree to a Memorandum of Understanding with the Deaf Association of NZ to improve access to NZSL interpreters and other relevant services for the deaf as required.
b. Braille	Continue or improve existing practices	ACC currently does not provide key hard copy information in Braille format. ACC has begun consultation with members of the blind and visually impaired community to identify the specific information resources and services required.	Based on the results of this work, ACC will develop resources to improve access for the visually impaired where this is appropriate. This may include the development of new formats for key ACC information including Braille, audio and large print.
c. Audio	a. Audio Continue or improve existing practices	ACC currently does not provide key hard copy information in audio format.	See above

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3. Audio/visual resources

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. TV adverts have captions and/or NZSL	Continue or improve existing practices	Covered campaign television advertisements were all captioned for Teletext, both the 45 second “brand” advertisement, and the 15 second “entitlement” advertisements.	Any future advertisements will continue to feature captions for the hearing impaired.
2. DVD/video products have captions and/or NZSL	Continue or improve existing practices	A DVD for the deaf, showing injury case studies, was produced using NZSL.	Any future DVD/video products will continue to feature captions for the hearing impaired.

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4. Other information

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. Multiple contact points are advertised as well as telephone	Continue or improve existing practices	ACC provides multiple contact points for key stakeholder groups such as injured claimants and levy payers. In addition ACC has two specialised units that cater for people who have hearing impairments.	In 2007/08, ACC will ensure that, in addition to stakeholder focused information, all public information will include relevant contact details.
a. Fax	Continue or improve existing practices	A dedicated fax line has been established to assist people with hearing impairments.	In 2007/08, ACC will focus on ensuring its staff are trained to facilitate effective communication with people with hearing impairments through the dedicated fax and email address.
b. Email	Continue or improve existing practices	A dedicated email address has been established to assist people with hearing impairments (deaf@acc.co.nz).	See above.

Email deaf@acc.co.nz

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Accessible buildings

Outcome: Disabled people can visit, work, and move about independently in all government buildings and carry on ordinary activities there, on the same basis as others.

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1. Structural elements

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. All buildings and sites meet regulatory access requirements (e.g. NZS 4121)	Continue or improve existing practices	To further enhance the accessibility of ACC’s buildings, ACC engaged the New Zealand Federation of Disability Information Centres Inc to conduct an extensive on-site audit of all ACC offices. The final report details areas that need attention and has directed work for 2007/08.	Following the audit, planned work to improve ACC’s accessibility has been split into two categories for the end of 2006/07 and for 2007/08. Category 1 highlights minor work that needs to be achieved at a local branch level and requires action before 30 June 2007. Category 2 highlights actions that required mid to major works and will form the work plan for 2007/08. All future buildings will ensure compliance.
2. Buildings and sites have Building Code compliance	Continue or improve existing practices
3. Buildings and sites are audited for accessibility and passed (e.g. Barrier Free Trust, other accredited accessibility advisor)	Continue or improve existing practices
4. Clear walk paths through floors (for staff and visitors)	New Measure	All ACC premises ensure they have clear walk paths through floors.	All ACC premises will continue to ensure they have clear walk paths.
5. Assistive listening devices are in meeting rooms, and functioning checked regularly	New Measure	The provision of assistive listening devices in all meeting rooms has not been identified as a need by ACC.	Where a need is identified ACC will move to ensure appropriate listening devices can be provided.
6. Elevators announce floors and direction of movement	New Measure	Many of ACC’s offices are situated within buildings that are owned privately and occupy several businesses. None of the elevators announce floors and direction of movement and some have Braille buttons.	These requirements will be considered for future ACC buildings.

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2. Contact with the public

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. Reception areas are accessible	Planned work	Accessibility at reception areas is a standard requirement in site selection.	Any new offices will be compliant with ACC’s existing standards of accessibility.
2. Counters used by public are lowered (e.g. for wheelchair users, people who have a problem standing)	Planned work	ACC’s current counters meet building code requirements due to ACC having accessible interview room facilities.	ACC is currently looking at a re-design that will have a motorised portion of the counter able to be lowered. This will be considered for implementation in 2007/08.
3. Frontline staff are trained in disability responsiveness	Planned work	ACC has developed an online training module to enable its staff to better connect with Deaf claimants.	ACC will continue to encourage staff to use the training module. By doing so, ACC staff will be able to: identify the challenges Deaf people experience when dealing with ACC customise their approach to communicate appropriately with a Deaf person use a toolbox of tips and techniques to deal effectively with Deaf claimants use Eos to communicate about a claimant’s deafness to other ACC staff recognise ACC’s commitment to accessibility for Deaf claimants and why this is important access more information and support for Deaf claimants.
4. Staff are familiar with NZ Relay service	Continue or improve existing practices	ACC staff will continue to utilise NZ Relay service where there is a need. Procedures to support staff in using the service are on the staff intranet.	ACC will continue to encourage staff to be familiar with and utilise the NZ Relay service when necessary.
5. Clear and accessible pathways to enter buildings and sites	New Measure	This is a standard requirement in site selection. Ensuring there are clear and accessible pathways to enter buildings is an ongoing practice.	All premises will continue to ensure pathways to enter buildings are as accessible as possible (including clear and visible signs, available parking and clear pathways). Further work in ensuring accessibility will be undertaken as part of the action plan from the audit by the New Zealand Federation of Disability Information Centres Inc.
6. Obvious and visible signage to locate entrances and exits	New Measure	Many of ACC’s offices are situated within buildings that are owned privately and occupy several businesses. ACC ensures where possible that accessible car parking and visible signage is available.
7. Accessible car parking available near entrances	New Measure

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3. Workplace management

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. Contracts for IT applications require accessibility (for staff and/or public users) (e.g. EDRMS)	Continue or improve existing practices	ACC considers accessibility for staff and/or public users in developing the business case for IT applications. Where required, ACC will specify accessibility or functionality requirements to target individual needs.	Continuation of existing practices for IT contracts.
2. Fire safety and evacuation procedures specify the needs of disabled people (staff and visitors)	New Measure	ACC’s fire safety and evacuation procedures meet both building code and NZ Fire Service Evacuation Scheme requirements. ACC contracts this service out to an external agency to manage.	Fire safety and evacuation procedures will continue to include provisions for the needs of disabled people.
3. Fire alarms have flashing lights to alert hearing impaired/deaf people	New Measure

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Accessible services

Outcome: Disabled people can access government services on the same basis as non-disabled people.

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1. Policy and practice

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. Data on service users can be disaggregated by disabled people	Continue or improve existing practices	ACC’s new claimant management system, Eos, is designed to provide stable, enabling technology that supports staff to provide a high level of customer service to injured people. Eos provides a more claimant centric view, rather than focussing on the claim or injury of the person. It introduces a new way of working, allowing staff to better focus on claimants and their rehabilitation. As part of its implementation, changes to the Eos initial interview script have improved the collection of appropriate information on customers long-term, disabilities and/or short term impairments.	Further implementation of Eos functionality to improve collection and accessibility of claimant disability and/or impairment information.
2. Services are responsive to the needs of disabled people	Continue or improve existing practices	Under legislation, ACC provides services and entitlements to help New Zealanders recover from injury. As a result, ACC’s service delivery is designed to be responsive to the needs of a person (including disabled persons) when they have an injury.	ACC will continue to ensure it’s services are responsive to the needs of disabled people.
3. There is a written policy on use and provision of New Zealand Sign Language interpreters for client meetings	New Measure	ACC accesses New Zealand Sign Language interpreters where this is identified as appropriate to: Support rehabilitation and communication between ACC and injured claimants To support ACC staff in their role	In 2007/08 ACC seeks to agree to a Memorandum of Understanding with the Deaf Assn of NZ to improve access to NZSL interpreters and other relevant services for the Deaf as required.
4. Staff dealing with service users are trained to understand and be responsive to disabled people’s needs	Planned work	ACC has developed an online learning module for staff called “Connecting with our Deaf claimants”. This module will assist staff in understanding and responding to deaf people’s needs.	Development and implementation of a communication plan to raise awareness educate staff and promote positive actions aligned to the disability management strategy. Development of a staff awareness training workshop.
5. Staff have knowledge of the NZ Relay service, and how to place and receive calls.	New Measure	ACC staff will continue to utilise NZ Relay service where there is a need. Procedures to support staff in using the service are on the staff intranet.	ACC will continue to encourage staff to be familiar with and utilise the NZ Relay service when necessary.

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Being a good employer

Outcome: Government agencies provide equal opportunities in employment for disabled people to be recruited, retained, and promoted on the same basis as non-disabled people.

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1. Employment practice

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. Human resource EEO policies / procedures specifically recognise disabled people and do not discriminate against them	Planned work	ACC’s practice includes: Integration of EEO policy across HR strategy and activity Annual reporting against EEO measures to the ACC Board Impartial and transparent recruitment, selection and induction practice. Offering support interviews to candidates with varying needs Staff training and development that is inclusive ensuring all employees are provided equal access Workplace assessments ensuring employees have the equipment required to fulfil the role and that workstations are arranged appropriately Employee assistance programme (EAP) available for all staff Proactive policy and management of staff health, safety and wellbeing. This includes a staff claims unit offering tailored support for staff with existing disability who have returned to work, and a comprehensive claim management process for employees who sustain an injury or acquire a disability while employed with ACC.	Continue to maintain Human Resource EEO policies/procedures that specifically recognise disabled people and do not discriminate against them. Match the public sector norms for employing people with a disability or impairment, and increase staff competence in working with those with disabilities.
2. Recruitment processes are accessible and responsive (e.g. vacancies advertised with alternative modes of contact, website accessible, supports provided for interviews where necessary)	Continue or improve existing practices	Recruitment processes are inclusive and candidates can apply online or contact internal recruitment services via phone. Supports for interviews are offered and available for all candidates.	ACC will target at least a 5% increase in placements of people with a disability or impairment per annum.
3. Human resource staff are familiar with EEO issues for disabled people	Continue or improve existing practices	ACC is a member of the EEO Trust and staff have access to resources including toolkits for working with disability.	Continued membership of EEO Trust.
4. Induction training includes awareness of disabled people, as part of a diverse workforce	New measure	E-Learning module for staff on how to work with deaf claimants. Training provides the information and tools needed to respond and connect with Deaf claimants.	Development of a staff awareness training workshop.
5. Internal agency communications promote the visibility of disabled staff, as part of a diverse workforce	Continue or improve existing practices	Communication channels promote a diverse workforce and include people with disability (i.e. staff intranet; planet; orientation video etc).	Continue to promote a diverse workforce.
6. Data: the number of disabled people employed (using SSC EEO definition of disability)	Continue or improve existing practices	ACC’s workforce currently consists of 61 employees who report having a disability. Inclusion of disability disclosure/reporting in staff census.	Norms will be established in SSC’s Human Resources Capability Survey of Public Service departments in 2007. Annual workforce profile report on staff with disability.
7. Data: the number of disabled people currently employed under Mainstream programme	Continue or improve existing practices	One permanent employee previously completed the Mainstream programme. In 2005-06 three staff were employed on the Mainstream programme.	Strengthen the relationship with the Mainstream programme and broaden network with employment brokers to proactively target and market employment opportunities to labour group with disability.
8. Data: the number of staff employed who were previously under the Mainstream programme	Continue or improve existing practices

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2. Supports for disabled staff

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. Assessments of workplace accommodations and/or supports are provided (e.g. adaptive computer applications, flexible working conditions)	Continue or improve existing practices	As part of its commitment to being a EEO ‘good employer’, ACC provides: Workplace assessments Employee assistance programme (EAP) available for all staff Proactive management of staff health, safety and wellbeing Inclusive leave policy.	Continue existing support as required.
2. Accommodations in the workplace are provided, if needed (e.g. desk changes, NZSL interpreters, adaptive computer software)	Continue or improve existing practices		Continue existing support as required.
3. Data: the number and type of accommodations provided to staff	Continue or improve existing practices	Data on the number and type of accommodations provided to staff is not readily available.	Continue existing support as required.
4. Network of disabled staff supported, if requested	Continue or improve existing practices	Disabled staffs have not identified a need for additional support outside of current support services.	Continue existing support as required.
5. Disabled staff provided with opportunities for career advancement	Continue or improve existing practices	ACC’s Human Resource policies and procedures are designed to ensure recruitment, retention and professional development opportunities for all staff including staff with disabilities.	Development of a return to work programme proactively aligning claimants with disability to employment opportunities within ACC.
6. Disabled staff feel included in their workplace and have the same opportunities as non-disabled staff	New measure	ACC’s Human Resource policies and procedures are designed to be inclusive of all staff including those with disabilities.	Continue to ensure inclusive workplace practice.

Achievement story – including a disability perspective in new policy or service development
Development of the ACC Rehabilitation Framework

In 2005/06 ACC began development of a comprehensive Rehabilitation Framework. The vision of the Framework is to help claimants “achieve an everyday life” and it focuses on two outcomes:

sustainable employment
sustainable in the community.

The Rehabilitation Framework is a long-term strategic project that is intended to improve rehabilitation outcomes for all claimants (particularly those with complex injuries), and improve claimant satisfaction. The Rehabilitation Framework targets in particular:

claimants with serious injury (brain injury, spinal injury, multiple significant amputations, blindness, and significant burns)
claimants at a high risk of remaining on the Scheme
claimants at a high risk of poor social or employment outcomes.

The Rehabilitation Framework involves an approach to rehabilitation planning that is based around the claimant and their wider context. It recognises that the nature of the response from ACC and providers will change based on the severity of the injury, and the claimant’s needs. The Framework will be supported by ACC’s new claimant management system, Eos.

ACC consulted with the Office of Disability Issues, Ministry of Health, Ministry of Social Development, Department of Labour, Statistics New Zealand and Housing New Zealand during the development of the Rehabilitation Framework. In addition, The Framework was developed in consultation with a number of key reference groups such as the Consumer Outlook Group (COG). At the time, the membership of COG included:

New Zealand Association of Citizens Advice Bureaux
ACC Forum
New Zealand Council of Trade Unions
Skylight Trust
ACClaim Otago
Amputees Federation of New Zealand Incorporated
Age Concern
Whitireia Community Law Centre
Carers New Zealand
Brain Injury Association of New Zealand
Claimant Representative (serious injury)
Pacific Consultancy Group.

The Rehabilitation Framework is currently in the early stages of roll-out. Early milestones in the rollout include:

motivational interviewing training (to overcome claimant barriers to rehabilitation) for case managers and other relevant staff completed
development of a revised social rehabilitation assessment tool
operational improvements to better identify claimants at risk of poor outcomes
develop a Home-Based Rehabilitation Strategy. A segmented purchasing approach that aligns with the Ministry of Health and DHBs
training for staff to assist claimants in retaining their pre-injury employment and utilising return to work pathways. This fits within the Rehabilitation Framework’s sustainable employment focus.

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Policy making and service development

Outcome: Government agencies’ policy development shows analysis of the impact upon disabled people. Disabled people experience an increase in their well-being and ability to participate in society as the result of government policy.

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. New policy and service development specifies the impact on disabled people	ACC will assess the impact of policy and service development on disabled people, where appropriate.	All Cabinet papers prepared by ACC in 2006/2007 considered the impact of policy proposals on disabled people. Examples include papers on the Strategic Review of Weekly Compensation, levy rates, and regulated rates paid to treatment providers. A range of internal service development papers have considered the impact on disabled people.	ACC will continue to assess the impact of policy and service development on injured New Zealanders (including disabled people) where appropriate.
2. Quality assurance frameworks include reference to the New Zealand Disability Strategy and the Disability Perspective Toolkit	Distribute the Office for Disability Issues’ (ODI) Disability Perspective Toolkit to ACC Policy staff	The ODI’s Disability Perspective toolkit was distributed to ACC’s policy staff in June 2007.	ACC will ensure further promotion and use of the ODI’s Disability Perspective Toolkit to new and existing ACC policy staff.
3. Guides and advice on policy development specify consideration about disabled people as part of a diverse New Zealand population	Continue or improve existing practices	ACC service development and policy papers consider the impact of policy proposals on key stakeholder groups such as injured ACC claimants. This includes consideration of the impact on people with new or pre-existing disabilities.	ACC will continue to consider the impact of policy proposals and service development on injured New Zealanders, including disabled people where appropriate.
4. Agency Cabinet paper template includes a disability perspective section	Continue or improve existing practices	All Cabinet papers prepared by ACC in 2006/2007 considered the impact of policy proposals on disabled people.	All Cabinet papers prepared by ACC will continue to assess the impact of policy proposals on disabled people and provide a disability perspective where appropriate.
5. Research and evaluation projects include data collection on disabled people	Continue or improve existing practices	Research projects and evaluation designed to support the development of the Rehabilitation Framework, i.e. return to work, early intervention research.	Design and integrate the Data Quality Framework into ACC’s change initiative management approach. This will ensure that all new systems (and enhancements to existing systems) incorporate appropriate data quality measures.
6. Consultation on policy and service development includes disability sector organisations	Continue or improve existing practices	Where appropriate, ACC consults with disability organisations. For example, the Office for Disability Issues was part of a Senior Officials Steering Group for the Strategic Review of Weekly Compensation. ACC’s Consumer Outlook Group is made up of claimant and advocacy representatives and provides feedback on ACC policy and service delivery. Currently, membership includes: New Zealand Association of Citizens Advice Bureaux New Zealand Council of Trade Unions ACClaim Otago Amputees Federation of New Zealand Incorporated Age Concern Claimant Representative Carers New Zealand Brain Injury Association of New Zealand Claimant Representative (serious injury) Claimant Representative (Pacific Peoples)
7. Data: the number of disability sector organisations consulted	Continue or improve existing practices	ACC has consulted with the Office for Disability Issues, Ministry of Health, Ministry of Social Development, Department of Labour, Statistics New Zealand and Housing New Zealand on key policy and service developments including for example, ACC’s Rehabilitation Framework and the Strategic Review of Weekly Compensation.	ACC will continue to consult with relevant disability sector organisations concerning policy and service development.
8. Examples of Cabinet papers showing a disability perspective	o The proposals in the Strategic Review of Weekly Compensation Cabinet paper were designed to ensure that when injured and off work, claimants received weekly compensation that is certain, reasonable, and easy to understand.
9. Examples of other policy documents that show a disability perspective	o The Rehabilitation Framework as noted above.
10. Examples of other strategic organisation documents, such as statement of intent, that show a disability perspective	Examples of ACC’s strategic documents that show a disability perspective include: ACC’s Strategic Plan 2007-2012 The 2005/06 Annual Report The 2006/07 Statement of Intent and ACC Business Plan ACC’s 2007/08 Accountability documents both include a specific focus on improving services for disabled people. While draft at this stage: The Statement of Intent highlights that ACC will continue to support the Government’s Disability Strategy by ensuring ACC’s services are accessible and appropriate for people with injury and illness related disabilities The Business Plan highlights that ACC’s services will be customer focused and delivered in a way that supports the New Zealand Disability Strategy by: Having accessible information that supports a single view of the customer and supports ACC’s ability to work well with that person Have – all facilities will be fully accessible Have accessible services – delivered to meet the needs and preferences of the customer Be a good employer – ACC will be known as an inclusive employer and will provide an environment that is flexible to individual circumstances.

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Including a disability perspective

Government agencies that have social policy responsibilities should complete this section. A disability perspective should be routinely considered within ordinary policy development work that may directly, or indirectly, impact on disabled people.

What is a disability perspective?

A disability perspective is a viewpoint that considers the needs and aspirations of disabled people and their families/whānau. When you apply a disability perspective to a policy or service you are developing, you need to analyse the impact it will have on disabled people and their family/whānau.

In the past, government policy and programmes have often failed to consider disability perspectives. This has effectively prevented disabled people accessing opportunities and fully participating in society. Government policy and service development that reflects the realities of disabled people’s lives can enhance their participation and independence. This contributes to a more inclusive society.

Cabinet requires all papers, where appropriate, to include a disability perspective.

When is it appropriate to include a disability perspective?

Any initiative that directly or indirectly affects disabled people, both within and outside government. Disabled people are present in all social environments - the home, work and the community – of all ages, and in all population groups, such as Maori, Pacific peoples. This means all legislation, policies, programmes and services will potentially impact on them.

Consultation with the disability sector should be considered, where appropriate. The Office for Disability Issues should also be involved on the same basis as other government agencies.

How do I learn more about what a disability perspective means?

The Office for Disability Issues has produced an online resource that explains Cabinet requirements to include a disability perspective in policy development.

This resource can be accessed on the Office website at:

Go to Disability perspective

Implementation beyond your agency

Outcome: Government agencies promote action to implement the New Zealand Disability Strategy in other agencies within their monitoring and/or reporting responsibility.

Action outputs	Planned 2006-2007	Actual achieved 2006-2007	Planned for 2007-2008
1. Advice provided to other agencies on implementing the New Zealand Disability Strategy (including a disability perspective in development of policy, funding, service provision)	Continue or improve existing practices	ACC is participating in the Review of Long-Term Disability Supports, led by the Office for Disability Issues. The Ministries of Health, Education, Labour, Finance and Social Development are also participating in the Review. ACC is a member of the Senior Officials Steering Group and has continued to actively contribute to progress under the review. This has ensured that there is a consistency between the long term strategy for disability supports and ACC’s Rehabilitation Framework.	ACC will continue to consult with and advise relevant disability sector organisations concerning policy and service development.

Action outputs

Planned 2006-2007

Actual achieved 2006-2007

Planned for 2007-2008

1. Advice provided to other agencies on implementing the New Zealand Disability Strategy (including a disability perspective in development of policy, funding, service provision)

Continue or improve existing practices

ACC is participating in the Review of Long-Term Disability Supports, led by the Office for Disability Issues.

The Ministries of Health, Education, Labour, Finance and Social Development are also participating in the Review.

ACC is a member of the Senior Officials Steering Group and has continued to actively contribute to progress under the review. This has ensured that there is a consistency between the long term strategy for disability supports and ACC’s Rehabilitation Framework.

ACC will continue to consult with and advise relevant disability sector organisations concerning policy and service development.

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Leading work that makes a difference

This section is for agencies to describe key work that you are leading that makes a difference in the lives of disabled people. This work may be directly relating to disabled people, or it may be for all people but have a strong impact on disabled people.

You should use this template to:

describe your planned work
report progress against previously planned work and/or new work undertaken since the last plan.

There are separate sections for you to record any specific activities in support of:

New Zealand Sign Language Act 2006
National Health Committee’s 2003 report: To Have an ‘Ordinary’ Life: Community membership for adults with an intellectual disability.

You may like to consider whether you can plan implementation action over several years, with milestone dates that you can report progress against annually. There may be a wider goal that your agency is working towards that several pieces of work may contribute to, and you should refer to this goal in the following template.

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1) Strategic Review of Weekly Compensation

a) What time period does this work cover?

2007/08 and ongoing.

b) Please describe this work

The Strategic Review of Weekly Compensation began in 2006/07. The Review’s goal was to ensure that ACC claimants receive weekly compensation to support their recovery that is certain, reasonable and easy to understand.

c) What difference will this work make to disabled people’s lives?

The final proposals for change aim to reduce the financial burden of injury (caused by a loss of earnings), which will allow injured New Zealanders, including disabled people, to focus on rehabilitation and recovery.

d) What wider goal does this work contribute to? Are there other pieces of work that also contribute to this goal?

ACC’s services are focused on the needs of its claimants including disabled people to support the achievement of positive rehabilitation outcomes. The Strategic Review of Weekly Compensation also contributes to the wider goal of achieving positive rehabilitation outcomes and operates alongside other areas of work that also contribute to this goal, including:

Eos – ACC’s new claimant management system will assist ACC in providing improved rehabilitation outcomes
Implementation of the Rehabilitation Framework

e) How is progress in achieving this work being measured or to be measured?

By the end of 2007/08, ACC will deliver options that:

Make the abatement of weekly compensation easier for claimants to understand
Ensure eligibility rules are fair for workers injured while temporarily between jobs or on unpaid leave
Provide reasonable weekly compensation for employees
Ensure a reasonable level of loss of potential earnings compensation for young people who were seriously injured before they enter the workforce.

f) What objectives in the New Zealand Disability Strategy does this work connect with?

Recognise that it is disabled people who are experts on their own experience – action 1.2.

Ensure that overarching processes, eligibility criteria and allocation of resources are nationally consistent, but that individual needs are treated flexibly – action 7.1.

Provide information about career options, ways to generate income, and assistance available for disabled people – action 4.4.

Improve the quality of information available, including where to go for more information, the services available and how to access them – action 6.4.

Ensure that all government agencies treat disabled people with dignity and respect – action 6.3.

Develop and maintain effective rehabilitation services – action 7.4.

Improve timeliness of service provision – action 7.7.

g) What part of your Statement of Intent and/or other strategic documents does this work connect with?

This work contributes to the following ACC Strategic Priorities as set out in the 2007/08 Statement of Intent:

E – ensuring New Zealanders have confidence in ACC
M – maintaining fair and stable levies
P – people-focused with good outcomes
O – open and fair access for all New Zealanders
W – working to reduce injuries and occupational diseases
E – efficient, sustainable and flexible organisation
R – rehabilitation focused on returning to productive life.

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2) Communications resources for people with serious injuries

a) What time period does this work cover?

2007/08 and ongoing.

b) Please describe this work

ACC has recognised the need to improve the services provided to people who have sustained a serious injury. As part of the Rehabilitation Framework, ACC is reviewing and redesigning its internal service delivery model to better assist people with serious injury and their family/ whanau in managing their injury.

One stream of work within this project will involve the development of information and communication materials for people who have a serious injury and for their family/whanau.

c) What difference will this work make to disabled people’s lives?

The primary objective is to provide people with serious injuries and their families with information and tools that allow them to make better informed decisions about their lives.

d) What wider goal does this work contribute to? Are there other pieces of work that also contribute to this goal?

Improving rehabilitation outcomes for claimants is the wider goal for ACC. This work is a key component to the larger Rehabilitation Framework. The work assists disabled people to make informed decisions about their lives and helps claimants “achieve an everyday life”

e) How is progress in achieving this work being measured or to be measured?

The development of a set of resources builds on existing material such as the ACC DVD “living with serious injury” to help support people with serious injuries. For 2007/08 key milestones include:

newsletters for people with serious injuries. The newsletters will begin in June 2008, and will be published quarterly.
development of specific material for people with serious injuries on the ACC website by June 2008.

Both communication resources aim to:

help people to manage their injury on a day-to-day basis
outline the services and entitlements available through ACC
inform people of the processes used by ACC
profile the stories of seriously injured claimants
provide information so claimants can independently access community resources.

f) What objectives in the New Zealand Disability Strategy does this work connect with?

Recognise that it is disabled people who are experts on their own experience – action 1.2.

Provide education to ensure that disabled people understand their rights, recognise discrimination and are able to be self-advocates – action 2.2.

Provide information about career options, ways to generate income, and assistance available for disabled people – action 4.4.

Improve the quality of information available, including where to go for more information, the services available and how to access them – action 6.4.

Provide education and information for families with disabled family members – action 15.3.

g) What part of your Statement of Intent and/or other strategic documents does this work connect with?

This work contributes to the following ACC Strategic Priorities as set out in the 2007/08 Statement of Intent:

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3) ACC Rehabilitation Framework

a) What time period does this work cover?

Early implementation in 2006/07, with work continuing into 2007/08 and beyond.

b) Please describe this work

The Rehabilitation Framework is a long-term strategic programme that is intended to improve rehabilitation outcomes for all claimants (particularly those with complex injuries), and improve claimant satisfaction. The Rehabilitation Framework targets in particular:

claimants with serious injury (brain injury, spinal injury, multiple significant amputations, blindness, and significant burns)
claimants at a high risk of remaining on the Scheme
claimants at a high risk of poor social or employment outcomes.

The Framework has the underlying principles of:

listening to and understanding the claimant in their context
working with the claimant to plan and deliver an agreed rehabilitation pathway
mobilising support and services to help the person achieve an everyday life.

c) What difference will this work make to disabled people’s lives?

The Rehabilitation Framework will improve rehabilitation outcomes for claimants, to be sustainable in employment and sustainable in the community.

For example, ACC will tailor interventions better, so that they suit the particular profile of a claimant. ACC will be able to better recognise the needs of particular claimants and tailor services by:

focusing at an early point on forming a better profile of the claimant
looking for ways to simplify processes, while still achieving outcomes
developing a more sophisticated set of pathways, or packages of care
introducing services that focus on claimant outcomes.

Through better profiling of claimants, ACC will have improved support for identifying and working with claimants who are at high risk of a longer duration, or a poor outcome. Improved risk profiling will identify existing and emerging issues, e.g. pain and depression, pre-existing conditions such as alcohol or drug use or mental health issues), other health issues (heart disease/diabetes), disabilities, and significant caring responsibilities.

d) What wider goal does this work contribute to? Are there other pieces of work that also contribute to this goal?

Improving rehabilitation outcomes for claimants is the wider goal for ACC, so the Rehabilitation Framework is the key contributor to this goal. However, the Rehabilitation Framework operates alongside other areas of work that also contribute to this goal, including:

Eos – ACC’s new claimant management system will assist in the effective management of claims
Strategic Review of Weekly Compensation
InterRai assessment for the older people pilot – a single assessment applied for both ACC and DHB/Primary Health Organisation purposes, to establish a coordinated support package, including an injury prevention focus that also has regard to family and community involvement.

e) How is progress in achieving this work being measured or to be measured?

By the end of 2007/08 ACC will have:

available ‘supported employment services’ for claimants with serious injuries
implemented a revised pain management approach across ACC
developed a simplified social rehabilitation assessment tool
provided claimants with access to the Ministry of Social Development’s employment services (through Work and Income)
implemented the first phase of a new traumatic brain injury service which includes a specific service for children
supported living services in place
outcome focused service specifications (or schedules) for vocational rehabilitation
strategies for the assessment of vocational rehabilitation
rehabilitation outcome measures
improvements in the management of serious injury claims
home based rehabilitation strategy in place.

f) What objectives in the New Zealand Disability Strategy does this work connect with?

Recognise that it is disabled people who are experts on their own experience – action 1.2.

Collect and use relevant information about disabled people and disability issues – action 10.1.

Encourage disabled people to take part in decision-making as service users, as staff in the delivery of services, and in the governance, management, planning and evaluation within all services that disabled people access – action 5.1.

Develop and maintain effective rehabilitation services – action 7.4.

g) What part of your Statement of Intent and/or other strategic documents does this work connect with?

This work contributes to the following ACC Strategic Priorities as set out in the 2007/08 Statement of Intent:

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4) Improving service delivery for people with serious injuries

a) What time period does this work cover?

2007/08 and ongoing.

b) Please describe this work

In 2006/07 ACC planned to develop supported employment and living services for people with traumatic brain injury. As part of the Rehabilitation Framework, ACC has identified the need to develop such services for people with serious injuries in general. The services will enable people with serious injuries to participate in everyday activities such as living in the place of their choice and being able to work.

c) What difference will this work make to disabled people’s lives?

Support the participation of disabled people in the community through every day activities such as leisure and employment.

d) What wider goal does this work contribute to? Are there other pieces of work that also contribute to this goal?

Improving rehabilitation outcomes for claimants is the wider goal for ACC. This work is a key component to the larger Rehabilitation Framework.

e) How is progress in achieving this work being measured or to be measured?

In 2007/08, ACC will:

develop supported living services to reduce the barriers seriously injured claimants may face when making and maintaining home and community links and networks that are part of community living
trial supported employment services to assist people with a serious injury to access and maintain employment. The service is likely to include a job coach who understands the local employment market and can work with the claimant to meet their goals
implement a new service for traumatic brain injury (TBI), providing early intervention intensive rehabilitation programmes. These programmes will provide a evidence based continuum of care from acute services through to a follow up in the community setting (through the development of sophisticated community supports)
develop a service specifically for children with TBI, to support the child and family of those children (who have had a moderate to severe TBI) to access a nationally consistent service from acute to continued support in the community
have an early focus on returning to work while in an acute setting, with a specific focus on people with TBI
raise employer awareness of, and promote confidence in, employing workers with an injury or disability.

f) What objectives in the New Zealand Disability Strategy does this work connect with?

Provide education and training opportunities to increase the individual capacity of disabled people to move into employment – action 4.1.

Educate employers about the abilities of disabled people – action 4.3.

Encourage the development of a range of employment options recognising the diverse needs of disabled people – action 4.8.

Ensure that overarching processes, eligibility criteria and allocation of resources are nationally consistent, but that individual needs are treated flexibly – action 7.1.

Develop and maintain effective rehabilitation services – action 7.4.

Support quality living in the community for disabled people – action 8.1.

g) What part of your Statement of Intent and/or other strategic documents does this work connect with?

This work contributes to the following ACC Strategic Priorities as set out in the 2007/08 Statement of Intent:

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5) Establishing serious injury client reference groups

a) What time period does this work cover?

2007/08 and ongoing.

b) Please describe this work

ACC regularly conducts surveys with claimant groups such as seriously injured people to establish satisfaction levels with ACC services and improve service delivery.

ACC has recognised the importance of establishing an effective workable relationship with people with serious injury and their family/ whanau as crucial to the development and design of an effective service delivery model that will meet both the needs of claimants and the needs of ACC.

In 2007/08, ACC will establish a small number of reference groups having regard to geographic location, injury type, age, ethnicity and other characteristics, in order to ensure that input is obtained from a representative group of claimants. The reference groups further enhances ACC’s ability to work in partnership with seriously injured claimants and their families to improve ACC services and processes.

c) What difference will this work make to disabled people’s lives?

Working in partnership with people with serious injury (and their family/ whanau) to improve ACC services and processes.

d) What wider goal does this work contribute to? Are there other pieces of work that also contribute to this goal?

Improving rehabilitation outcomes for claimants is the wider goal for ACC. This work is a key component to the larger Rehabilitation Framework.

e) How is progress in achieving this work being measured or to be measured?

Membership of the reference groups will be drawn from a representative sample of people with serious injury, their family/whanau and support networks. Each group will comprise a maximum of 10 people.

The client groups will include:

Two reference groups for people with spinal cord injuries (Wellington and Auckland)
A reference group for people with brain injury (Auckland)
A reference group consisting of parents and family members (Wellington).

In 2007/08, each reference group will meet a maximum of three times. Each meeting has a different focus, this includes:

Meeting one: feedback on client experiences to date and input on desired service delivery improvements (July)
Meeting two: feedback on proposed service delivery option/s (August/September)
Meeting three: post-implementation feedback (Early 2008).

Following this, ACC will facilitate a post-implementation meeting to inform the establishment of a formal Serious Injury Client Advisory Group.

f) What objectives in the New Zealand Disability Strategy does this work connect with?

Recognise that it is disabled people who are experts on their own experience – action 1.2.

Ensure that all government agencies treat disabled people with dignity and respect – action 6.3.

Develop and maintain effective rehabilitation services – action 7.4.

g) What part of your Statement of Intent and/or other strategic documents does this work connect with?

This work contributes to the following ACC Strategic Priorities as set out in the 2007/08 Statement of Intent:

E – ensuring New Zealanders have confidence in ACC
M – maintaining fair and stable levies
P – people-focused with good outcomes
O – open and fair access for all New Zealanders
W – working to reduce injuries and occupational diseases
E – efficient, sustainable and flexible organisation R – rehabilitation focused on returning to productive life.

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New Zealand Sign Language Act 2006

1) DVD for Deaf People

a) What time period does this work cover?

2006/07.

b) Please describe this work

ACC in consultation with the Deaf community produced a DVD for the Deaf using NZSL and captioning that provides information about the ACC Scheme and how to access it. The DVD was made with the assistance of Deaf claimants who shared their stories about how ACC supported them.

c) What difference will this work make to Deaf people’s lives?

Deaf people are able to better access information about ACC, who is eligible and how to access services should they sustain an injury.

d) What wider goal does this work contribute to? Are there other pieces of work that also contribute to this goal?

This work contributes to the wider goal of ensuring that all New Zealanders (regardless of whether they have a disability) have access to the ACC Scheme and that ACC staff are trained and able to help disabled people. Other work that also contributes to this goal includes:

the development of an online training module to enable ACC staff to better connect with Deaf claimants
a dedicated fax and email service for Deaf claimants.

e) How is progress in achieving this work being measured or to be measured?

The DVD has been completed and distributed. In 2007/08 ACC seeks to agree to a Memorandum of Understanding with the Deaf Association of New Zealand to improve access to NZSL interpreters and other relevant services for the Deaf where required.

f) What objectives in the New Zealand Disability Strategy does this work connect with?

Recognise that it is disabled people who are experts on their own experience – action 1.2

Improve the quality of information available, including where to go for more information, the services available and how to access them – action 6.4

Improve timeliness of service provision – action 7.7

g) What part of your Statement of Intent and/or other strategic documents does this work connect with?

This work contributes to the following ACC Strategic Priorities as set out in the 2007/08 Statement of Intent:

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National Health Committee’s To Have an ‘Ordinary’ Life report

The National Health Committee’s report To Have an ‘Ordinary’ Life does not have any specific recommendations relating to ACC. However, the report does note that there are some adults with intellectual disabilities who receive support and entitlements from ACC. The report also notes the differences in funding, and services between the ACC Scheme and the health system stating that:

“it appears that there is a speedier and greater access to disability services funded through ACC than those funded by the Ministry of Health, and there is greater potential within the ACC approach for services to meet the needs of the individual and their families. Furthermore, there are legislative entitlements under the ACC system that mean that if the required services are not provided, then this can be reviewed.”

Over 2007/08 ACC will work towards ensuring that all ACC entitlements and services are easier to access and easier to understand.

The population ACC serves is expected to grow and become more diverse. Advances in knowledge and technology will present opportunities for ACC to improve its service delivery to injured New Zealanders including those with intellectual disabilities. ACC is planning significant programmes of change for 2007/08 and beyond to transform into an organisation capable of meeting both the present and future needs of all New Zealanders. This includes:

ensuring that people, including those with intellectual disabilities, know who ACC is, and that they have confidence ACC will be able to help them in the event of an injury
focusing ACC’s services on the needs of people who receive its services, that support the achievement of good outcomes
ensuring that a person is able to access the Scheme, no matter who they are or where they live
focusing injury prevention activities on reducing the incidence of injuries, their severity and their costs to all New Zealanders
having good staff and a positive and supportive work environment that allows ACC to operate as a successful business focusing not just on what it does, but how it does it
providing tailored, personal rehabilitation and support so that people return to productive life to the best extent possible, as soon as possible.

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