Our case management approach

Our case management approach

We know that no two clients are the same. Every client has their own particular circumstances and these can take time to work through. This means some appointments take longer than others. But that's not important. What's important is you get all the help available to you and you leave Work and Income knowing everything is being sorted.

That's why each client is seen by the first available case manager. It means we can spend as long as we need with each client, without keeping the next client waiting. Even if one case manager is busy for a long time helping a client, there should be someone else available to help you.

This case management approach means:

  • you can get an appointment when you need one
  • we can usually give tell you the outcome of your application while you're at your appointment, as long as you've provided all the information we need
  • we can look at all your needs at one appointment; you don't need to have a different appointment for each thing you want to talk to us about
  • you can be seen quickly when you arrive for your appointment, or you can choose to wait for a specific person if you want to
  • you can be sure that you will get the same high level of service no matter which case manager you see.

You can still ask to be seen by a specific case manager if you want to, but it means that you may have to wait longer for an appointment if the case manager you want to see is busy helping other clients.