Working alongside tāngata whai ora
Everyone working in health engages meaningfully with tāngata whai ora and focuses on their strengths, to support self-determination and equitable wellbeing outcomes.
Expected outcome
Tāngata whai ora have their mana protected and enhanced and experience respect. They are informed of their options, receive support to make decisions, and achieve their wellbeing goals.
Essential | Enhanced | Leadership |
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Aotearoa context | ||
Recognises that Te Tiriti o Waitangi sets the context for working alongside tāngata whai ora and whānau Applies an understanding of the principles of Te Tiriti o Waitangi Applies an understanding of health equity in Aotearoa Recognises that Māori are an identified priority population with high health needs Recognises other identified priority populations with high health needs (eg Pacific peoples, tāngata whaikaha, people from refugee-backgrounds, and rainbow populations) | Supports others to apply the principles of Te Tiriti o Waitangi Demonstrates responsiveness to tāngata whai ora from priority populations | Ensures integration of Te Tiriti o Waitangi principles in service development and delivery Regularly reviews organisational effectiveness in integrating Te Tiriti o Waitangi principles Provides leadership and resources to enable kaimahi to apply Te Tiriti o Waitangi principles in their work Provides leadership to ensure effective support for priority populations with high health needs
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Engagement | ||
Warmly welcomes and appropriately greets tāngata whai ora and whānau Respectfully clarifies preferences to ensure use of preferred name, correct pronunciation of names, and correct use of pronouns Demonstrates manaakitanga and whanaungatanga, establishing a connection and rapport with tāngata whai ora Invites tāngata whai ora to involve a support person or people Recognises that people may feel apprehensive or fearful when accessing services Supports tāngata whai ora and whānau to feel safe and comfortable Takes time to know tāngata whai ora and their context Conveys hope for wellbeing
| Builds and sustains trusting relationships with tāngata whai ora, taking the time needed to do this Navigates challenges within relationships to support ongoing engagement of tāngata whai ora and whānau Engages effectively with tangata whenua Tailors approach to ensure effective engagement with tāngata whai ora from priority populations Tailors approach to ensure effective engagement with tāngata whai ora across different stages of life | Ensures services are welcoming and responsive (including culturally responsive) Ensures effective organisational communication with tāngata whai ora and whānau Ensures that systems and processes for engagement, including online and telehealth options, are engaging and inclusive for all Identifies and addresses barriers that may prevent people from engaging with services |
Diversity | ||
Demonstrates respect for diverse world views Responds affirmatively and effectively to all tāngata whai ora Recognises the range of diverse strengths and needs of tāngata whai ora across different stages of life (ie pregnancy, infancy, childhood, youth, adulthood and older age) Respectfully asks questions rather than making assumptions based on gender identity, culture, age, disability, sexual orientation, and spirituality Demonstrates awareness that beliefs and approaches to addiction, mental health, and wellbeing can be culturally informed and that there is diversity within groups Values and respects people’s interpretation of their own experiences Demonstrates cultural safety as defined by tangata whai ora and whānau Works effectively at the interface between their own culture and the culture of others Uses the services of qualified interpreters Uses culturally specific resources Understands and works to eliminate barriers to accessing support for tāngata whaikaha, older people, and people for whom English is not their first language (eg provides information in forms that are tailored to the person’s needs; takes time and checks understanding) Contributes to a safe, accessible and inclusive service environment | Ensures planning and provision of support reflect tāngata whai ora perspectives of wellbeing Demonstrates understanding of evidence-based addiction and mental health approaches and therapies and their interface with culture, gender identity, age, and disability Seeks advice and support from people who hold specialist knowledge in relation to diversity (eg gender identity, expression and fluidity, culture, age, disability, sexual orientation, faith, and spirituality) Supports ‘Pacific ways’ when working alongside Pacific peoples, including Pacific languages, identity, connectedness, traditions, and spirituality Demonstrates understanding of Pacific health models Facilitates access to Pacific peoples’ supports and services Works effectively alongside Asian peoples (eg provides or facilitates access to culturally effective supports and services) Works effectively alongside people from migrant groups Works effectively with people from refugee backgrounds Works effectively with people from rainbow communities (eg, demonstrates understanding of gender-affirming practices, and gender and sexuality-appropriate support services and the impact of these on wellbeing) Works effectively with tāngata whaikaha, tailoring approach to support accessibility Demonstrates effective practice with tāngata whai ora across all ages | Ensures cultural safety principles are included in organisational policy and practices Ensures all kaimahi are trained and supervised to provide cultural safety Enables kaimahi, teams, and services to work effectively in the spirit of kotahitanga, respecting diversity Ensures services are affirmative of and responsive to the needs of communities and populations Ensures access to the services of qualified interpreters Maintains systems to gain advice and guidance from people who hold specialist knowledge in relation to diverse populations Identifies and works to address barriers to equitable health outcomes Ensures provision of safe, accessible, and inclusive environments
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Kotahitanga including supported decision-making | ||
Works alongside tāngata whai ora and whānau in the spirit of kotahitanga, focusing on their strengths Works to minimise the impact of power differences Focuses on what is important to tāngata whai ora and whānau Supports tāngata whai ora to make their own decisions relating to their wellbeing and support Provides information that is accessible, and appropriate to age and culture | Works alongside tāngata whai ora and whānau in a manner that accesses their skills and expertise Facilitates informed choice and supported decision-making in accordance with legislation and standards Respectfully provides or facilitates access to support for tāngata whai ora who may require additional support to make their own decisions (eg tāngata whaikaha, people with English as a second language, and people who do not have capacity to give consent) | Promotes and enables advisory, management, and governance structures that are inclusive of a diverse range of tāngata whai ora and whānau perspectives in service development, review, and evaluation Works in a spirit of kotahitanga with tāngata whai ora-led groups and services Promotes inclusion of the consumer, peer support, and lived experience (CPSLE) workforce in services |
Assessment, planning, and support | ||
As appropriate to role, applies basic understanding of a holistic concept of wellbeing that encompasses all dimensions of health: tinana (physical), hinengaro (mental and emotional), whānau (social), and wairua (spiritual) Applies a person- and whānau-centred approach Demonstrates understanding of the role of values in own work Demonstrates a strengths-based approach Demonstrates basic understanding of the range of addiction and mental health-related challenges that people can experience (as applicable to role) Demonstrates understanding of the importance of having choice of assessment and support options Works to address barriers that prevent tāngata whai ora and whānau from accessing services Applies culturally safe and evidence-based information-gathering, assessment, planning processes, and support appropriate to role Knows how to seek support for tāngata whai ora who are feeling unsafe or at risk of suicide Demonstrates basic understanding of different forms of abuse, including physical, emotional, sexual, financial, neglect, and psychological abuse | Demonstrates in-depth understanding of a holistic concept of wellbeing Models values-informed practice Provides or supports access to cultural responses to restoring wellbeing Provides or supports access to Supports tāngata whai ora who are feeling unsafe or at risk of suicide Identifies and responds effectively to address any form of abuse Works to address risks of diagnostic overshadowing associated with addiction, mental health challenges, disability, and older age Works effectively with interrelated health and wellbeing needs, including complex needs (eg physical health needs; sexuality and social isolation for some older people and some tāngata whaikaha) Works alongside tāngata whai ora and whānau to develop and document tailored wellbeing plans, involving other services as appropriate Supports tāngata whai ora and whānau to navigate across services and supports as needed | Leads ongoing development of a person- and whānau-centred service Leads and models a wellbeing focus Leads a values-informed approach to service design and delivery Ensures services apply recognised best-practice approaches Ensures that processes are in place to promote options and choice of support and services Supports service collaboration and integration across health and other sectors to enable effective service delivery (eg leads development of strong working relationships between primary and secondary health providers) |
Trauma-informed approach | ||
Demonstrates understanding of the wide range of possible effects of trauma and loss on all dimensions of wellbeing Demonstrates understanding of the wide range of possible effects of intergenerational trauma on tāngata whenua Demonstrates understanding of intergenerational trauma and loss for other populations in Aotearoa (eg for Pacific Peoples and Asian communities resulting from structural discrimination in Aotearoa, both historic and contemporary) Demonstrates understanding that people from refugee backgrounds have experienced significant trauma and loss which continues after resettlement in Aotearoa Works to avoid traumatising or retraumatising tāngata whai ora Applies a shift in thinking from “what is wrong with you?” to Supports the strengths of tāngata whai ora, whānau, and communities, inspiring hope Contributes to building and maintaining a safe and inclusive trauma-informed environment | Recognises signs that people have experienced trauma and loss Works to understand what the experience of trauma means for tāngata whai ora and whānau Establishes psychological safety and maintains a trusting and compassionate relationship Focuses on empowerment of tāngata whai ora and whānau Offers choices (eg choice of person providing care, cultural support, peer support) Responds effectively to trauma-related reactions from tāngata whai ora and whānau, enhancing emotional regulation Addresses trauma and loss history where indicated (eg provides appropriate resources; refers to appropriate specialist services) Works to account for and address the needs of whānau Māori arising from cultural alienation, (eg supports tāngata whai ora to reconnect with Māori culture and whānau) Ensures that cultural identity is a central feature of wellbeing support, to enhance protective factors, strengths, and resiliency | Fosters and enables the delivery of services that reflect trauma-informed approaches Ensures service design is informed by whānau, hapū, iwi, mana whenua, and/or hapori Māori to reflect Māori aspirations |