Your guide to the ‘ Integrated Services for Sensitive Claims ’ contract

1. Your guide to the ‘Integrated Services for Sensitive Claims’ contract A comprehensive guide for people or organisations who are interested in providing services for ACC clients who have survived sexual abuse

2. Information This guide contains information to help you apply for a contract to provide ‘Integrated Services for Sensitive Claims’ for ACC clients surviving sexual abuse. Home The next page is the ‘Home’ page. It has a list of topics for you to choose from. Self guided The information is arranged so you can access what’s most relevant for you. From the ‘Home’ page, you can go straight to your topic of choice, or work through all of the topics from start to finish. Navigation You’ll see these buttons on each page: About this guide Next Forward to the next page Back Back to the previous page Home Return home for a new topic

3. Home What you’ll find in this Guide: Click on a topic above to go straight to it, or work through all of the topics from start to finish using the ‘Next’ button below. TOPIC 1: What’s changing and why? TOPIC 2: The new sensitive claims services TOPIC 3: Different ways of providing the services TOPIC 4: Pricing information TOPIC 5: Timeframes and next steps TOPIC 6: Information and help

4. TOPIC 1: What’s changing and why? At the end of this topic, you’ll know more about: • Why change? • What’s changing • What this means for you

5. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you Why change? The short answer is we want to create an excellent service based on past learning, including the recommendations made during an independent review led by Dr Barbara Disley, experiences of former Sensitive Claims clients, and feedback received by providers. “We’ve been extremely fortunate during the new service design to have our client voice represented by previous ACC clients, who’ve guided us in the right direction along the way.” Emma Powell, Strategy Manager Sexual Violence

6. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you Catalyst for change We know we do some things really well and that many providers are delivering excellent sensitive claims services to clients. It sometimes feels like the current system is about the process and not about the clients, and this change is about turning that around. We desire that the services you deliver will continually be improved to make them the best possible services available.

7. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you There are two key changes that you need to be aware of. 1. There will be a new Integrated service for ACC sensitive claims clients

8. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you There are two key changes that you need to be aware of. The integrated service is about Services, the Sensitive Claims Unit and everyone working together, to continue to build trust and confidence in what we do together that supports the client in the best possible way. 1. There will be a new Integrated service for ACC sensitive claims clients The integrated service is about Services, the Sensitive Claims Unit and everyone working together, to continue to build trust and confidence in what we do together that supports the client in the best possible way.

9. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you There are two key changes that you need to be aware of. 1. There will be a new Integrated service for ACC sensitive claims clients The integrated service is about Services, the Sensitive Claims Unit and everyone working together, to continue to build trust and confidence in what we do together that supports the client in the best possible way. 2. There will be a newcontract for Sensitive Claims,the Integrated Services for Sensitive Claims (ISSC) contract

10. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you There are two key changes that you need to be aware of. 1. There will be a new Integrated service for ACC sensitive claims clients The Integrated service is about services, the Sensitive Claims Unit and everyone working together, to continue to build trust and confidence in what we do together that supports the client in the best possible way. 2. There will be a newcontract for Sensitive Claims, the Integrated Services for Sensitive Claims (ISSC) contract The new contract is bringing together all providers and services to provide seamless, flexible and safe interventions for clients. In future, there will be a single, integrated contract which will, for the first time, include counselling services.

11. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you In the next section, we’ll outline how the Sensitive Claim services are changing: • Groupwork Counselling Services • Psychological Services • Diagnostic and Treatment Assessment We’ll be aligning these services to the new contract: • Counselling for Sexual Abuse • Clinical Psychiatric Services

12. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you

13. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you

14. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you

15. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you

16. TOPIC 1: What’s changing and why? Why change? What’s changing What this means for you

17. TOPIC 2: The new sensitive claims services At the end of this topic, you’ll know more about: • Key aspects of the new service, i.e. • Pre-cover services • Supported assessment • Treatment

18. TOPIC 2: The new sensitive claims services The new service From the outset, clients will have quality information about what they can expect from the new service. ACC’s website content will be improved and information packs will be available for a client’s first meeting with ACC, a supplier, or their GP. You’ll notice changes to how we stage services and to the way we refer to them. In the new service, clients will receive pre-cover services, a supported cover assessment and/or post cover treatment from a coordinated group of providers, or an individual who can provide all of these services. For the client, the experience of moving from one stage to the next will be smooth, supportive and safe. The service has been designed to encourage collaboration between providers, and minimise the need for clients to retell their story. The key thing is that the client is supported every step of the way. While there are changes to the stages and how we refer to them, there is no reduction in the number of support sessions available to clients. They’ll be supported to access the appropriate service according to their needs.

19. TOPIC 2: The new sensitive claims services The new service Click on the picture below to learn more about each of the services. When you hit the ‘Back’ button on the ‘Service’ pages, you’ll return to this page.

20. TOPIC 2: The new sensitive claims services Pre-cover services Supported assessment Treatment Pre-cover services are made up of the following: • Getting Started • Early Planning • Support to Wellbeing (short term) • Support for Next Steps Introducing ‘Getting Started’ For clients, finding the right therapist is vital. A strong and therapeutic relationship is the foundation for successful therapy. The new service gives a client the opportunity to build rapport with their therapist and to make a choice about whether they would like to proceed with them. It’s also time set aside for clients to learn about how their sensitive claim will be managed and learn what support is available to them.  NEW

21. TOPIC 2: The new sensitive claims services Pre-cover services Supported assessment Treatment Pre-cover services are made up of the following: • Getting Started • Early Planning • Support to Wellbeing (short term) • Support for Next Steps Early Planning Early Planning forms part of the early support sessions with clients, and will be delivered at a pace that is appropriate for each client. The purpose of early planning is to find out, as early as possible, what the client needs so they receive the right services in a way that is safe, supportive, and flexible. This might mean moving to a supported assessment as longer term treatment is needed or the client may wish to have short term support as ongoing treatment is not necessary at this stage.  NEW

22. TOPIC 2: The new sensitive claims services Pre-cover services Supported assessment Treatment Pre-cover services are made up of the following: • Getting Started • Early Planning • Support to Wellbeing (short term) • Support for Next Steps Support to Wellbeing (short term) This is immediate support for clients who decide they need short term early intervention, and would not benefit from longer term treatment at this stage, so choose not to progress to supported assessment.

23. TOPIC 2: The new sensitive claims services Pre-cover services Supported assessment Treatment Pre-cover services are made up of the following: • Getting Started • Early Planning • Support to Wellbeing (short term) • Support for Next Steps Support to Next Steps This is for clients who aren’t eligible for ACC funded services. If this is the case, it ensures the client receives the support they need to consider other options available.

24. TOPIC 2: The new sensitive claims services Pre-cover services Supported assessment Treatment Supported assessment The new service will include a supported assessment which can be over a number of sessions. These sessions could include an introductory meeting with the assessor first (if the assessor is a different person to the original therapist). • Collaboration between providers • Involving clients early in the assessment report Collaboration between providers A requirement of the new Integrated Services for Sensitive Claims contract will be that providers need to align themselves with other providers who can deliver services they cannot, such as the supported assessment.  NEW

25. TOPIC 2: The new sensitive claims services Pre-cover services Supported assessment Treatment Supported assessment The new service will include a supported assessment which can be over a number of sessions. These sessions could include an introductory meeting with the assessor first (if the assessor is a different person to the original therapist). • Collaboration between providers • Involving clients early in the assessment report Involving clients early in the assessment report Providers will be funded to review their assessment report with the client, prior to it going to ACC, so the client knows what it says and also has the opportunity to correct any errors before it goes to ACC.  NEW

26. TOPIC 2: The new sensitive claims services Pre-cover services Supported assessment Treatment Support to Wellbeing Once ACC cover has been accepted, the provider and client will work together on a My Wellbeing plan that will cover up to 12 months ahead. The plan will outline the client’s goals based on what recovery looks like for them. The initial plan might have detail for the first six months, and be high level for the remaining six months – and will be updated once more is known. • Support to Wellbeing • Maintaining Wellbeing • Support to Wellbeing • Support to Wellbeing can be developed for a period of up to 12 months • Providers will be given certainty of funding for up to 12 months • My Wellbeing plans can include additional client needs, for example group work counselling, inappropriate sexualised behaviour services, or family and whānau sessions.  NEW

27. TOPIC 2: The new sensitive claims services Pre-cover services Supported assessment Treatment Maintaining Wellbeing • Support to Wellbeing • Maintaining Wellbeing Maintaining Wellbeing We’re introducing new maintaining wellbeing sessions for clients who’ve completed their treatment, are self managing but need a short boost. Clients will be able to go straight back to their provider to arrange pre-approved appointments without needing to contact ACC.  NEW

28. TOPIC 3: Different ways of providing integrated services At the end of this topic, you’ll know more about: • The differences between a provider and a supplier • How you would be expected to deliver an integrated service • Examples of contract model options for the new Integrated Services

29. TOPIC 3: Different ways of providing integrated services Key concepts Delivering an integrated service Contract model options Suppliers and providers 1 A Supplier is the holder of the contract, we mean the person or organisation who hold the contractual agreement with ACC. They’re responsible for supplying the services. You can be a supplier who holds the contract but not provide services to a client. Then there are providers – they are the people who actually deliver the services covering all the different service stages – pre cover, assessment and treatment. A provider doesn’t hold a contract but provides services on behalf of a supplier. You can be both – hold the contract and also provide services.

30. TOPIC 3: Different ways of providing integrated services Key concepts Delivering an integrated service Contract model options Three key points we’d like you to know: • Pre-cover, assessment and treatment are all part of the same service. These will be seamlessly delivered together under the new Integrated Services. • All providers, including ‘teams of one’ will need some backup to cover them for illness, holidays, training, etc. • We expect teams will have a designated location that they provide services from, and that they will be able to provide services in more than one location if they wish to do so.

31. TOPIC 3: Different ways of providing integrated services Key concepts Delivering an integrated service Contract model options Providers A provider is defined here as the person who directly provides services to a client under the new contract. Suppliers A supplier is the person or organisation who legally holds one of the new contracts. The supplier can be a company, a partnership or an individual. If a supplier can’t provide all three primary services (pre-cover, assessment and treatment) by themselves as a provider, they will need to bring in other practitioners who can. Providers will be able to provide services on any number of contracts for any number of Suppliers. It is up to each Supplier how they engage their Providers (ie contract, employee, relationship, formal or informal). You can be a provider, a supplier, or both. Some organisations may be large and have professional administration and others may be ‘one-man-bands’. All of these options are just fine.

32. TOPIC 3: Different ways of providing integrated services Key concepts Delivering an integrated service Contract model options How the new Integrated Service will work in practice Suppliers will need to show how they will provide all three primary services. They’ll be able to do this by: • Working with existing providers (eg, applicable for an agency that employs or sub-contracts current providers) • Creating new relationships with providers(eg, applicable for an agency or individual supplier that forms a partnership or formal/informal working relationship with others) • Providing all three primary services themselves(eg, applicable where a supplier meets the Integrated Services requirements) What it means for the client The client will benefit from a more seamless experience. If there’s more than one provider delivering the three primary services, they’ll need to work together to ensure the client gets to where they need to, at their own pace and in a highly supportive environment.

33. TOPIC 3: Different ways of providing integrated services Key concepts Delivering an integrated service Contract model options There’s a couple of people we’d like you to meet who might be in a similar situation to you. These scenarios show how providers and suppliers can work together under the new Integrated Services for Sensitive Claims contract. Janet - psychologist Dianne - counsellor

34. TOPIC 3: Different ways of providing integrated services Key concepts Delivering an integrated service Contract model options Janet is a psychologist She is qualified and experienced in doing ACC assessment work from her private practice. She has her own Diagnostic and Treatment Assessment (DATA) contract. She wants to continue doing ACC assessment work in the future, but she doesn’t want to hold an ACC contract. Janet would like to continue in private practice and set herself up to see ACC clients for assessment one day a week.  She has a good relationship with a group of counsellors in her town, and they ask her to join them in applying for an Integrated Service contract. She agrees. Janet becomes a ‘named provider’ for this group, which means she’s named on the group’s Expression of Interest when they put in a tender and apply for a contract. If the group’s tender is successful, Janet will be providing the assessment component of the service for their group. Janet would like a few more hours a week, so also becomes a named provider for another group. She thinks it’s sensible to be part of several tenders for the contract.

35. TOPIC 3: Different ways of providing integrated services Key concepts Delivering an integrated service Contract model options Dianne is a counsellor She is qualified and experienced carrying out ACC treatment work under Regulations. Dianne only has a few clients and is winding down her caseload, but she continues to have an active interest in the sector. Dianne decides she would like to hold an Integrated Service contract. Dianne sets up a business called XYZ Business to hold the contract with ACC. Dianne discusses the contract with Beth (a psychotherapist) and Carol (a counsellor). Dianne lists Beth and Carol as named providers on XYZ Business’s Expression of Interest. ACC awards XYZ Business a contract. Under the new Integrated contract, Beth maintains her own private psychotherapy practice, and just invoices Dianne each month for the assessments she carries out for XYZ Business. Beth shares Dianne’s rooms when she does the assessments and invoices Dianne at an agreed rate. Dianne wants to be a named provider on the XYZ contract alongside Beth and Carol, mainly so that she can provide backup coverage when Carol and Beth are on leave or training. Though Dianne is winding down her caseload, she continues to see her existing clients. She moves them onto the Integrated Service for Sensitive Claims contract so that she can more easily provide treatment services.

36. TOPIC 3: Different ways of providing integrated services Examples of different models Key concepts Delivering an integrated service Contract model options Backup needed for illness, holidays and training for all suppliers This model represents an agency or larger group of providers working together. Some providers may have particular specialities or the whole organisation may be focused on one client group (ie children). This model represents a small team that may be working across regional locations. They may be specialists but they don't need to be. They work together to ensure clients receive coverage across the regions but do not need to be in the same location all the time. This model shows a sole provider. This treatment and assessment provider does all three primary services (with an additional provider for backup to cover illness, holidays and training etc).

37. TOPIC 4: Pricing Information At the end of this topic, you’ll know more about: • Pricing overview • Maximum units

38. TOPIC 4: Key Components of the new contract Pricing overview Maximum units New indicative prices The new pricing has been set by taking into consideration co-payments currently charged by providers, existing market prices and ACC contractual rates. The new pricing aims to: • Be fair and reasonable for our suppliers • Be responsive to client needs – supporting the service design • Recognise the different experience and qualifications of providers • Identify additional costs incurred by providers eg. time taken report writing and liaising • Take into consideration the purchasing methodology and understand that the provider is not always the supplier of the contract. More information will be available in the Expression of Interest stage. This information will include pricing for additional services, for instance, reports, family and whānau sessions, active liaison, travel and contribution towards client’s who do not attend appointments. The price will include a small component towards administration costs and there will be no allowance for a co-payment for services under the contract to ensure there is no barriers for clients to access services.

39. TOPIC 4: Key Components of the new contract Indicative Service Unit Maximums Pricing overview Maximum units

40. TOPIC 5: Timeframes and next steps At the end of this topic, you’ll know more about: • What a tender is • The steps and timeframe involved • What you need to do next and by when

41. TOPIC 5: Timeframes and next steps The tender Timeframes and next steps What next & by when The tender A tender is an invitation to the market from an organisation (such as ACC), to submit a bid to provide a specific service, or services. If you decide to bid as a sole practitioner or an organisation, you’ll need to demonstrate how you’ll meet set criteria. Stage 1: Expression of Interest – tell us about you For ACC’s ‘Integrated Services for Sensitive Claims’ contract, the first stage in the tender is the Expression of Interest (EOI). All you’ll need to do at this stage is let us know you’re interested in responding and generally indicate how you’ll provide the integrated service (on your own, or together with other qualified and experienced individuals) and what your experience, qualifications and knowledge is. Stage 2: Request for Tender – tell us how you will deliver the services The second stage of the tender is the Request for Tender (RFT). At this stage, you’ll need to express exactly how you’ll deliver the integrated service. This gives you a bit of time between the EOI and RFT to work out the details.

42. TOPIC 5: Timeframes and next steps The tender Timeframes and next steps What next & by when Indicative Stages RFP Evaluation & Award Contracts The evaluation process identifies the preferred suppliers and other suppliers are informed of the outcome. Successful suppliers will be invited to sign a contract. Supplier Training ACC will provide a range of training and training materials to new suppliers in advance of Go-Live. Request for Tender (RFT) Suppliers who intend on applying to hold the contract will need to provide more detailed applications explaining how they will provide the services described. Service Re-design ‘Service re-design’ means that we are undertaking a complete review of the different aspects of the service; from the relationship that ACC has with our clients and providers to how providers meet our clients’ needs, the outcomes our clients can expect and how ACC manages its business internally. Expression of Interest (EOI) Suppliers and Providers have the opportunity to register their interest in providing the Integrated services to ACC. Providers will be asked a few qualifying questions and how you intend to work together. ContractsGo-Live New contracts will be awarded to successful suppliers. ACC monitors implementation and performance and manages these against agreed deliverables, deadlines and price. May 14 Aug/Sept 14 Oct/Nov 14 Nov/Dec 14 Feb/Mar 14 to Jan 14  We are here

43. TOPIC 5: Timeframes and next steps The tender Timeframes and next steps What next & by when So what do I need to do next? 1 Make sure you’re registered on the Government Electronic Tender Service (GETS). Login via www.gets.govt.nz and find ACC’s EOI ‘Integrated Services for Sensitive Claims’ EOI. It’ll be open from 26th February 2014. 2 3 4 5

44. TOPIC 5: Timeframes and next steps The tender Timeframes and next steps What next & by when So what do I need to do next? 1 You will be emailed a link from GETS that will give you access to 'Trade Interchange'. You will need to follow instructions to set up your Trade Interchange username and password. You will use this online tool to record and submit all of your EOI and RFT information to ACC 2 3  We’ll only accept EOI’s that have been entered in Trade Interchange. 4 5

45. TOPIC 5: Timeframes and next steps The tender Timeframes and next steps What next & by when So what do I need to do next? 1 2 Login to Trade Interchange and read the ‘pre-reading material’. We recommend reading this as soon as the EOI opens so you have as much time as possible to understand the criteria and get help if you need it. 3 4 5

46. TOPIC 5: Timeframes and next steps The tender Timeframes and next steps What next & by when So what do I need to do next? 1 2 3 4 Gather together the materials you need to answer the questions, including the required information about each provider you are including in your EOI. The EOI will contain blank provider profiles that providers can complete once and give copies to potential suppliers. 5

47. TOPIC 5: Timeframes and next steps The tender Timeframes and next steps What next & by when So what do I need to do next? 1 2 3 4 Submit your EOI response in Trade Interchange. For sole practitioners and smaller organisations, it should take no more than 30 minutes. 5

48. TOPIC 5: Timeframes and next steps The tender Timeframes and next steps What next & by when The EOI will close on 25th March. You will receive an email from GETS in late April that the Request for Tender is open. So what do I need to do next? 1 Make sure you’re registered on the Government Electronic Tender Service (GETS). Login via www.gets.govt.nz and find ACC’s EOI ‘Integrated Services for Sensitive Claims’ EOI. It’ll be open from 26th February 2014. You will be emailed a link from GETS that will give you access to 'Trade Interchange'. You will need to follow instructions to set up your Trade Interchange username and password. You will use this online tool to record and submit all of your EOI and RFT information to ACC 2 Login to Trade Interchange and read the ‘pre-reading material’. We recommend reading this as soon as the EOI opens so you have as much time as possible to understand the criteria and get help if you need it. 3 Gather together the materials you need to answer the questions, including the required information about each provider you are including in your EOI. The EOI will contain blank provider profiles that providers can complete once and give copies to potential suppliers. 4 5 Submit your EOI response in Trade Interchange. For sole practitioners and smaller organisations, it should take no more than 30 minutes.

49. TOPIC 6: More information and help At the end of this topic, you’ll know more about: • Where to get more information • How to ask for help if you need it

50. TOPIC 6: More information and help More information Help Where you can find more information about the Integrated Service for Sensitive Claims • ACC website • FAQs • Stakeholder Updates • Email specific questions that haven't been answered through the first three options to: ISSCTender@acc.co.nz. Where you can find more information about Trade Interchange (the online tool for entering your EOI) • Trade Interchange User Guide Where you can find more information about using GETS • GETS registration guide (Link to PDF)  These questions and answers may be communicated to all EOI participants where this is appropriate, but participant identities will not be revealed.