Healthcare workers play an essential role in the pandemic response and our people’s health, safety and wellbeing is more important than ever.
This toolkit provides a set of guidance and simple tools to support your leadership during the COVID-19 pandemic – to sustain your wellbeing, and the wellbeing of your team, your whānau and your community.
This is toolkit will be continuously updated and can also be found on your DHB Intranet.
All District Health Boards COVID-19 (Coronavirus): Employee Related General FAQs
A manager’s guide during COVID-19
How-to guide for managers on talking about wellbeing
A manager’s guide for when your team member is ill
A practical guide for managers on supporting teams working from home during COVID-19
A manager guide for team members working from home with caring responsibilities
Looking after yourself – practical tips and where to go for support
Working from Home COVID-19 – overview and guidance
Home and Work Plan for people working in clinical areas
Supporting staff affected by family violence during COVID-19
Additional Support and Services for staff affected by family violence
This guide is designed to help you support your team through an uncertain and stressful time. The needs of our people will vary across each phase and alert level of the pandemic.
These are the five evidence based, straightforward approaches we recommend to sustain wellbeing.
ISSUES AND LIKELY IMPACT
Fear of infection and implications for whānau and community
Being overwhelmed at work or at home
The extremes of full on adrenaline-mode and automatic pilot
Exhaustion
Moral distress
Distress linked to community, whānau, and personal experience of COVID-19
Experience / fear of stigma when out in public.
FIVE THINGS YOU CAN DO TO HELP
Be visible – Be approachable. Role model wellbeing and lead with compassion. Demonstrate how you are looking after your own wellbeing – it will go a long way in encouraging your team to look after themselves.
Hear with no judgment. Provide daily space and time for your team to ask questions and voice their concerns. Acknowledge issues and likely impact. Provide regular updates and a pre brief and debrief each day. Consider stand up forums, news bulletins, video / phone calls.
Have each other’s backs. Check in on your team rather than checking up on them. Promote buddy/peer support in your team. Partner inexperienced team members with more experienced colleagues.
Ensure the basics. Make wellbeing part of your 1:1 check-ins (not check-ups) with team members. Provide a quiet room away from workplace stress. Ensure your team take breaks for rest and recover and are able to connect (with physical distance) to their whānau and do what matters to them to nurture their wellbeing.
Give your team agency and acknowledgment. As much as possible, support your team to have control over their work where they can. Support them to do some of the work / tasks that fill their bucket and give them professional and personal satisfaction. Practice gratitude. A thank you goes a long way.
LIKELY IMPACT
Sustained wellbeing
A psychosocial safe environment
Prevention of burnout, anxiety and fear
Improved patient and community care and experience.
Adapted Adapted from: Advice for sustaining staff wellbeing in critical care during and beyond COVID-19. Intensive Care Society UK.
Author: Dr Julie Highfield, Consultant Clinical Psychologist, Cardiff Critical Care. And Taranaki DHB.
As a manager in our DHB, you will be looked upon by your team members for support during the COVID-19 pandemic.
This guide is to help you support your team through an uncertain and possibly very stressful time.
Actively seek out information from reliable source
Team members are likely going to want to hear directly from their manager for information relating to COVID-19. You will be looked upon as a trusted source of advice and support by your team. Actively seek out reliable and current information. Ensure what you are communicating is factual.
We recommend the following sources for information:
Your DHB intranet
CEO Briefing
Share information frequently and transparently with your team
Team members will appreciate frequent updates. Even if you have no new information, let your team know this. Provide the space for your team members to ask questions openly and honestly. It is okay to not know the answer. Do your best to respond and if you are not sure, let them know you will try and find out. Let your team know that updates and information are changing daily.
The Ministry of Health have created COVID-19 resources in multiple different languages(external link), you may want to share these with them.
Acknowledge the uncertainty and impact on wellbeing
COVID-19 is rapidly changing the way we work, socialise, travel, exercise, shop and live. Team members might be concerned about the wellbeing of themselves, their whānau, friends and community. Check in regularly with your team members. Encourage team members to check in on one another. Notice any shifts in your team member’s behaviour and personality.
Share the avenues of support that are available:
Employee Assistance Programme – you can request help and advice for any reason by calling EAP works on 0800 735 343. You can also email info@eapworks.co.nz or book an appointment online at www.eapworks.co.nz – they are offering an initial telehealth consultation
Sustaining staff wellbeing in critical care during and beyond COVID-19 guide.
Managing team members working from home and / or in self-isolation
Those who have recently arrived back from overseas or who have been in close contact with someone who has COVID-19 may need to self-isolate for 14 days. (If you are unsure whether a staff member needs to be in self-isolation you can contact Occupational Health and Safety).
If members of your team are in self-isolation, keep in contact with them regularly, share any updates at work or new information so they continue to feel connected and part of the team. If they are feeling well, they may like to work from home during this time. Refer to the Working from home – overview and guide in the managers toolkit. Investigate possible work or projects they might like to help with. Provide clear information about how to self-isolate correctly following the Ministry of Health’s guidelines.
Top tips to keep well during times of increased social distancing(external link). You could look to adopt some of these suggestions to keep some fun, humour and positivity in the team.
Healthline suggest the Quarantine Chat app amongst other creative ways to stay connected during this time.
Seek out support for yourself too
Being a manager comes with a lot of responsibility. During a pandemic this feeling of responsibility will likely be heightened and could feel overwhelming at times. Reach out to your colleagues to share what you have learned and to support one another. Delegate work to your team members if appropriate and be transparent about your own wellbeing and workload. Sharing how you are feeling will encourage others to do the same.
Where you can go for support:
Your manager
CEO briefing
HR Manager
Seek out a peer who you trust and can rely on for support
Real time Resilience Strategies.
If you have any other questions about your role and responsibilities as a manager during this time, you can speak to your manager and your internal Incident Management Team (IMT). If you have health related questions or concerns you may wish to contact Healthline 0800 358 545.
It’s good to remember that no special skills are required to talk about wellbeing everyday and check-in with your team. If you notice a team member is struggling with their wellbeing, don’t ignore it. Be aware that talking about personal struggles can be difficult and they might get emotional or upset. You just need to be empathetic, approachable, and willing to listen.
Before you approach the person, ask yourself:
Am I in a good headspace?
Am I willing to genuinely listen?
Can I give as much time as needed?
What venue/space should I select to help the team member feel comfortable and private?
Ways to start the conversation
Help them open up by asking questions like:
“How are you doing?”
“What’s been happening for you lately?”
“I haven’t caught up, and wanted to check in about how you are feeling”
“How’s life? How are the family?”
Asking about wellbeing lets people know its ok to talk about how they are feeling and seek support when needed. If you notice someone maybe struggling mention specific things that have made you concerned for them, for example:
“You don’t seem yourself lately, whats up?”
“I noticed you’ve been quiet this week, are you okay?"
Ask are you ok twice, sometimes we say we are fine when we are not. This lets people know its okay to talk about how they are feeling and seek support when needed.
What if the person doesn’t want to talk?
Be relaxed if the discussion doesn’t go as you’d hoped
If the person doesn’t want to speak about it, respect their choice, but leave the door open for further dialogue
Always try to listen nonjudgmentally and see the issue from their perspective
Let them know you’re asking because you’re concerned about them
Acknowledge the person’s feelings
If they get angry or upset, stay calm and don’t take it personally.
Ask questions to explore what’s going on, for example:
“Have you spoken to anyone else about this?”
“What would help you manage the load?”
“What else is happening for you at the moment?”
“Is there anything further that I may do to support you?”
Encourage them to talk to someone they trust and/or a service that can help such as their GP, EAP, or Need to Talk? The 1737 National Telephone Counselling Service. 1737 is available 24/7 via text or phone call.
The most important thing to remember, is that your team member will need reassurance that it is okay and that it is important they stay at home while they recover.
Be prepared yourself, as they may be emotional or upset
Before you approach the person ask yourself:
Am I in a good headspace?
Am I willing to genuinely listen?
Can I give as much time as needed?
If they have called in sick:
Pause and breathe before you respond to their news.
Listen to their explanation with no judgement.
Navigating the conversation for either situation
Reassure them that not coming to work while sick is a practice supported by our DHB.
Have a conversation about their situation, including whether there is a requirement to self-isolate. Self-isolation for a period of 14 days applies to all people who have returned from overseas (from the date of their return), or those who have come into contact with a confirmed or suspected case of COVID 19. All other employees can return to work once their symptoms cease.
Establish with the employee how long the period of absence is likely to last on the basis of their situation.
Agree how they would like to ‘stay connected’ and stay up to date about what support they may need, check-in not a check-up on their overall wellbeing, their absence and expected return to work date.
Continue to monitor the situation with the employee and plan for any staffing implications.
If you are unsure, consult the leave guidance or speak to your HR Consultant or Business Partner.
Remember that EAP is available to any member of staff for personal and confidential support. They can be contacted on 0800 735 343 or visit www.eapworks.co.nz(external link)
After the conversation
Take a moment to think about the conversation and work through any feelings you may be experiencing yourself.
Schedule reminders to make followup phone calls to stay connected with your team member.
The follow up phone call
Prepare yourself again.
Have a conversation along the lines above.
If more of your team is working from home; your interactions as a manger and people leader are crucial and need to be added into how you work every day.
This needs to be more planned and purposeful, it is important your team feel valued, acknowledged and are not isolated from work. Here are some simple ideas to consider:
Your Team Pledge
Ask you team the following:
How will we communicate with each other? E.g. zoom, skype, phone
How will we help team members to stay connected and to help when no one is around to help? E.g. virtual buddy system
How will the team communicate with people outside their team?
How will we keep up to date and provide space for questions on Covid-19?
How will we maintain some team fun during this time?
What are some of the impacts working from home and how can we support each other?
Staying connected with your team is key
Set up short team start up calls that everyone dials into. You might adjust the frequency and time to what is needed in your team daily, twice or three times a week. Make sure you speak to everyone on the call so they all contribute.
Include space for a COVID-19 update for the team, provide a safe space for people to speak out and ask questions. Be honest and transparent about what you know and what you will find out. This will maintain credible leadership and trust.
These connections and conversations should include space for general wellbeing and sharing what is going on. This helps maintain a sense of connection, some awareness of what might be going on in your employee’s life, and gives an overall sense of your team’s wellbeing
Set team goals and update on progress. What are your expectations for the team this week?
Have a routine agenda, set team expectations/goals for the week, ask each person to name their personal goal for the day, ask people to reflect on a personal success from yesterday “my best win from yesterday was…”, check in on who needs assistance today “something I need help with today is…”, recognise birthdays, anniversaries, and celebrations
Get a general understanding of any concerns your team may have.
Hold regular 1:1s – Check in rather than Check up
Set regular times for 1:1 checkins rather than checking up on your team members - ideally over video rather than audio so you can look for visual cues. Do they look okay or are they not their usual self? Ask are you okay? Ask twice - sometimes we say we are fine when we are not. This lets people know its okay to talk about how they are feeling and seek support when needed. Remember you don’t have to have all the answers.
Be aware and have specific knowledge of who in your team is vulnerable and/or who has vulnerable family members or any personal circumstances that may be adding pressure to them at this time. Be aware of any specific support they might need. Keep questions simple and if they don’t want to talk about their situation just let them know you are always available.
Offer Employee Assistance Programme (EAP) support if needed, EAP works offers free confidential advice and guidance for individuals and teams on 0800 7353 4375. Or encourage your team to talk to someone they trust.
Lead with an empathic and compassionate approach and listen non-judgmentally.
Overworking can be a problem for people working from home. Encourage your team to keep supportive daily routines or to create new ones if they are holed up at home. For example, regular times for meals, physical activity, and breaks from the computer. Routines tell our brains when it is safe to dial the stress response back down and prevent us from becoming more anxious.
Not everyone will have a perfect home office setup to work from. Check in on your team’s working from home arrangements and working from home, and use the working from home overview and guide in this toolkit to support them.
Lead with an empathic and compassionate approach and listen non-judgmentally.
Before you start the conversation ask yourself:
What are the essential activities that must be maintained and what can wait?
Am I in a good headspace?
Am I willing to genuinely listen?
Can I give as much time as needed?
Navigating the process
Expected deadlines for critical work.
Outline of what is to be maintained on a day to day basis.
Who to contact if they need assistance or need to raise any concerns they may have, including their progress in meeting the agreed expectations.
Agree Dates and times for check-ins.
Agree how you will communicate with each other? E.g. zoom, Skype, phone, Whats App.
Be clear and check in for understanding.
Remember, working from home can be difficult to navigate with family in the same space. Trust your employee to do their best. Check-in, don’t check-up.
Check-in on their overall wellbeing and how they are doing. Check-in on personal work successes and any assistance needed, recognise birthdays and other significant events.
Overworking can be a problem for people working from home. Encourage your team to keep supportive daily routines or create new ones if they are now holed up at home. For example regular times for. meals, physical activity, and breaks from the computer. Routines tell our brains it’s safe to dial the stress response back down and prevent us from being more anxious.
Consult your HR Consultant or HR manager, if you have any questions or face issues.
Use of existing networks for additional care
The Ministry of Health has issued formal advice confirming that essential workers can use their existing networks for in-home care. These might include a neighbour, relative, friend or current carer/nanny who can come to their house, or provide childcare in their own home.
Remind the staff member that this is available, however there are important public health rules that need to be complied with:
The person providing care becomes an extension of the self-isolating household group.
This group needs to be limited to minimise spread and should be no more than 20 people in total.
This group must remain the same for the whole four-week period.
The carer should not care for anyone else from other households (other than their own) over the same period.
If the person being cared for or carer becomes unwell, they must stay at home.
Your wellbeing is important and there are simple things you can do to help manage uncertainty and fear.
Research tells us looking after ourselves and each other is the best place to start.
Find the right people to talk to
Share your thoughts and feelings with someone you trust, share facts.
‘How is this conversation helping me to feel good and function as best as I can right now?’
Watch your media diet
Take a break from following the news and social media.
‘Look at your media intake over 24hrs and ask yourself is this helping or harming the way I feel?
Focus on relationships
Connecting with others who make you feel safe, loved and connected is one of the most important things you can do.
Get the facts
Seek information on COVID-19 only once or twice a day. The constant stream can cause anyone to feel worried. Get the facts from reliable sources like covid19.govt.nz(external link)
Do what makes you feel good
Care for your mind, body, soul and family nurture all aspects of your wha.
Te Whare Tapa Whā and ways to wellbeing(external link).
Stick to routines
Keep supportive daily routines. It tells our brains it’s safe to dial the stress response back down and prevent us from being more anxious.
Take care of basic needs
Rest and time out help, at work and away from work.
Keep well through appropriate rest, eating and actions to boost your immune system. Use wellbeing strategies that work for you or create new ones.
Pace yourself
This is likely to be a marathon. Be aware of bandwidth, it may take longer to think things through and make sense of things and that’s okay.
Focus on what matters
Focus your resources on what you can control and what matters.
Worrying about things you can’t change can be upsetting and frustrating.
Need more support
If over days and weeks your distress or stress symptoms are escalating, or you feel you are not coping, help and professional support is available. You can talk to your manager, director, professional lead, professional supervisor, team leader, or HR lead.
For health advice call Healthline 0800 611 116
Need to Talk? 1737 National Telephone Counselling Service. Available 24/7 via text or phone
Employee Assistant Programme (EAP) support for you or your team 0800 735 343.
All of our staff and the work you do is invaluable and important. Some of our people are working from home, because:
They have been directed to work from home and are not in an essential role
They have been instructed to selfisolate, for example after retuning from overseas.
This guideline is designed to provide some practical support for setting yourself up at home and to ensure we are clear about expectations and covers:
Working from home is a short-term, intermittent or on-going arrangement that allows our people to perform their work, or suitable alternative tasks, at a site other than their usual place of work (usually their home).
The overarching principles behind our approach during our Covid19 response are;
Working from home has become an important tool in the management of the spread of disease. It is an arrangement that allows our people to perform their work, or suitable alternative tasks, at a site other than their usual place of work (usually their home). The efforts of all our employees are a highly valuable part of our response.
Wherever practical, maintaining a linkage to useful work will be good for the health and wellbeing of our people.
While periods of self-isolation are a necessary part of the public health response it is important our people can stay connected to their work whānau.
The current situation is unique and we may ask people to perform different activities to what they would normally in their work. These assignments will not contravene any clinical certification / registration / scope of practise requirements.
An employee’s request to work from home will be considered by the employee’s manager, and approval will be subject to the operational requirements of the role when considering requests – and will of course be consistent with the overall alert level requirements.
If individuals have underlying health conditions which they feel would be better managed outside of the normal place of work, they are advised to disclose these to their managers who have the option to consult Occupational Health for advice. If they do not want to disclose to their manager, staff have the option to ask to be referred to Occupational Health.
It is acknowledged that the usual place of work will remain the primary place of work once we get clear of the current circumstances. It is also intended that usual role / work duties will remain what they were prior to the response as well. For the avoidance of doubt the terms and conditions of employment for an employee do not change when working from home under this guideline. This includes hours of work. Unless otherwise agreed, the number of hours an employee works per week will not change whilst they are working from home.
Any arrangements made to work from home, especially on alternate duties, should be entered into with the direction and/or approval of your manager.
In general, you should assume that DHB policies, procedures and practices apply when working from home. Failure to follow company policy, practices, procedures and rules may result in the changes in the arrangement and normal approaches to managing any breaches will apply.
It’s really important to stay connected
These are difficult times and maintaining as normal a relationship between manager and employee as possible is best.
Set up a regular pattern of frequent check-ins:
This could be by phone or video conference. Both will increase the quality of connection and are preferable to sole reliance on email. Maintain expectations that team members dial into team meetings and other collective conversations.
Part of these connections and conversations should have space to include general wellbeing and what is going on. This helps maintain a sense of connection and minimise isolation from work and colleagues.
Managers should, where possible, respond quickly to and be available for employee’s questions. It’s okay to say I’m busy now but will come back to you soon.
Working from home and health and safety – what do I need to do?
No matter when and where an employee works, ensuring their health and safety is a shared responsibility between DHB and the employee. When working remotely the employee is required to maintain a safe working environment and to report any event to their line manager in the same way they would if working in the office. Please note the DHB does not assume responsibility for injury sustained when a staff member is not working.
To assist with managing ergonomic risks from computer use, all home workers are recommended to complete Habit at Work(external link), the ACC provided educational tool. This promotes self-help and problem solving for the prevention and management of discomfort, pain and injury. Appendix 1 provides more guidance and details on setting up your workstation.
Staff are not to hold business meetings with clients or colleagues at their home addresses.
IT Requirements for working from home
The DHB may provide employees with devices to assist the employee to work remotely. These may include a laptop, phone or other equipment relevant to the role / tasks they are performing. Staff working from home using their own computer or laptop will need a high-speed broadband data plan which includes anti-virus networking. Your DHB will be able to provide deviCes and licences as stipulated in their business continuity plan.
Consideration will need to be given to the IT requirements to support the arrangement (devices / licenses etc).
The same level of security protection applied to information technology equipment within the office, is to be applied to equipment used off site. This includes the following:
The employee shall not leave equipment unattended in public places.
Appropriate password protection Information must be stored in such a way that only the employee can access it.
All information technology security breaches must be reported to the IS service desk.
An employee working from home is also responsible for ensuring the same level of security protection to all documents/ information taken to the remote work site as is applied to documents/ information within the DHB office.
Privacy considerations also need to be carefully managed – ideally people should work in an office or separate room away from non-employees. You a reminded that you have obligations under your existing confidentiality arrangements which apply to both employee and patient information. These obligations remain in force when you are working from home. If you want a reminder of what’s in that agreement please contact your HR partner.
Equipment provided by the DHB will be covered by the DHB’s insurance policies. The DHB will take responsibility for the repair or replacement of damaged or stolen office equipment in the event of theft or damage where reasonable steps have been taken to protect the technology equipment. For example access to citrix.
Good work habits
Set up a dedicated space to work. Somewhere comfortable with limited distractions.
Create a morning and evening routine to mark the beginning and end of the working day.
Agree with your manager a work schedule / workload to follow through the working day.
Change postures and positions every half hour.
Keep hydrated, take breaks and keep routines.
Equipment
Setting up a work station
It is recommended that the ACC Habit At Work(external link) self help tool is undertaken as while they use an office environment, the principles taught can be applied to a home setting.
For any queries, or if further assessment is required please contact your HR Team and or email Occupational Health and Safety.
This is designed for people working in clinical areas with patient interaction.
Clinical areas will develop processes with staff to suit their clinical situation.
Coming to work
Bring only what you need to work
Wear your own clothes and shoes to work.
At work
Store your bag in staff area with lunch, drink bottle
Personal phone – keep in own bag in staff only area
Work phone – keep in Ziploc bag in pocket
Frequently wipe clean surfaces and equipment
Change into work clothes/uniform/ scrubs and work shoes
Follow approved PPE and hand washing protocol
Observe physical distancing wherever possible.
Going home
Leave pens at work
At end of shift change into own clothes. Place work clothes/ uniform/scrubs in plastic bag to take home, or leave them at work for laundering.
Wipe shoes or leave at work
Thoroughly wash hands and arms
Shower if in high risk area
Collect your belongings from the staff area.
At home
Maintain physical distancing initially
Put work clothes/uniform directly into washing machine
Wash clothes with washing powder (cold wash is fine)
Dry clothes as normal
Have a shower if you have not already had one at work
Hug your family.
We are committed to supporting our employees affected by domestic or family violence. Due to the impact of COVID-19, many employees and their families may be experiencing more stress in their homes, leading to difficult situations, and may need our help.
This resource is designed to help managers to:
recognise signs of domestic or family violence.
respond and refer employees to internal and external supports.
understand the rights of employees affected by domestic or family violence.
access information about support services and helplines that can be used by victims of domestic/family violence, victims of sexual violence or those in situations that make them fearful, threatened or harassed.
Manager or colleague – one person can make a difference
Whether you are a manager or colleague, it’s important you respond appropriately to an employee experiencing or disclosing domestic or family violence and that you are responsive to needs.
The three Rs
Reach out and support employees
Give support not advice
Listen
Be available and approachable
Don’t tell them what to do
Take violence seriously
Let them make their own decisions
Always think about safety – your own and the person you want to help.
What to do
Keep in touch
Be there for support
Keep the door open
Offer a safe space to go
Discuss support from external agencies who can help
Discuss support from internal staff who can help.
What to say
Is there anything I can do?
Is someone hurting you?
It’s not okay you are being hurt
When you are ready I am here
It is not your fault someone is hurting you
Do you feel safe at home?
Employee rights
Rights for employees affected by domestic violence under the Domestic Violence – Victims Protection Act.
The Act gives employees affected by domestic violence the right to:
Take up to 10 days of paid domestic violence leave each year – separate from all other leave.
Short term flexible working arrangements – lasting up to two months.
Not be treated adversely in the workplace because they might have experienced domestic violence.
Everyone has these rights, even if the domestic violence happened in the past.
More Information
If you are personally experiencing, or know someone who is experiencing domestic or family violence, you can go to our DHB domestic/family violence intranet page, where you will find the information on how the DHB can support you with this.
Getting Help
Free and confidential help is available. You can talk to someone if you or someone you know is being abused, or if you want to change your own behaviour.
If you are in immediate danger or someone you know is, when it is safe to do so, call the Police on 111, even if you are not totally sure harm is occurring.
Services and support are available for anyone experiencing abuse from a partner, ex-partner, family member, flatmate, friend or carer.
Shine Helpline(external link) 0508 744 633 free from any phone, 9am to 11pm every day.
Women’s Refuge(external link) crisis line 0800 733 843 free from any phone, 24 hours a day, every day.
Family violence | It’s not ok(external link) 0800 456 450.
Shakti(external link) 0800 742 584.
Tū Wahine Trust(external link) 09 838 8700.
Fale Lalaga Pacific Women's Health and Social Services 09 828 4317.
If you are a victim of domestic or family violence, sexual violence or there is someone that makes you fearful, threatens or harasses you, seek help as soon as possible. Everyone has the right to be safe. Find a range of services and support below.
Finding a Local Support Service
Family Services 211 Helpline(external link) (0800 211 211) – For help finding (and direct transfer to) community based health and social support services in your area. (external link)
Find your local Women’s Refuge(external link) or call 0800 REFUGE – to be linked up with an advocate in your area.
Te Ohaakii a Hine National Network(external link) – Ending Sexual Violence Together – For finding sexual violence support services in your area (external link)
Victim Support(external link) – 0800 842 846 (24hr service) for all victims of serious crime.
Victim Information Line / Victim Centre – 0800 650 654 or email victimscentre@justice.govt.nz Safe to Talk(external link) sexual harm helpline 0800 044 334, text 4334 or email support@safetotalk.nz.
Family Violence Services
Women’s Refuge(external link) free call 0800 733 843 (0800 REFUGE) – providing 24hr service advocacy and accommodation for women and their children experiencing family violence.
Shine domestic abuse services(external link) free call 0508 744 633 (9am and 11pm) – if you’re experiencing domestic abuse or want to know how to help someone else.
Family violence information line(external link) free call 0800 456 450 – to find out about local services or how to help someone else.
Elder Abuse Helpline(external link) 0800 326 6865 (0800 EA NOT OK) – 24hr service answered by registered nurses who can connect to local elder abuse specialist service providers.
Tū Wahine Trust(external link) 09 838 8700 – for kaupapa Māori counselling, therapy and support for survivors of sexual harm (mahi tukino) and violence within whānau.
Shakti New Zealand(external link) 0800 742 584 – Shakti provides culturally competent support services for women, children and families of Asian, African and Middle Eastern origin who have experienced domestic violence.
Sexual Violence Services
Safe to Talk sexual harm helpline(external link) 0800 044334, text 4334, email support@safetotalk.nz.
Rape Crisis Centres(external link) free call 0800 883 300 for contact details of your local centre – provides support for survivors of rape and sexual abuse, their families, friends and whānau.
Male Survivors Aotearoa New Zealand(external link) free call 0800 044 334 – for one-to-one, peer and support groups for male survivors of sexual abuse and their significant others.
Tū Wahine Trust(external link) 09 838 8700 – for kaupapa Māori counselling, therapy and support for survivors of sexual harm (mahi tukino) and violence within whānau.
ACC Sensitive Claims Unit(external link) 0800 735 566 – for access to services related to sexual abuse or sexual assault.
Services for those who want help to stop harming
Hey Bro helpline(external link) free call 0800 HeyBro (0800 439 276) – for 24/7 help for men who feel they’re going to harm a loved one or whānau member.
Safe to Talk sexual harm helpline(external link) 0800 044334, text 4334, email support@safetotalk.nz.
Korowai Tumanako(external link) kaupapa Māori service. Text or call 022 474 7044 – for support for concerning or harmful sexual behaviour.
Stop(external link) – support for concerning or harmful sexual behaviour.
Need to Talk? 1737(external link) free call or text 1737 any time – for support from a trained counsellor.
Youth Services
Youthline (external link) 0800 376 633, free text 234, email talk@youthline.co.nz
Kidsline(external link) 0800 543 754 (0800 kidsline) 24 hour service – for young people up to 18 years of age to stop harming.
Skylight(external link) 0800 299 100 – helping children, young people and their families and whānau through tough times of change, loss, trauma and grief.
Oranga Tamariki(external link) 0508 326 459 (0508 FAMILY) email contact@ot.govt.nz – for concerns about children and young people.
Support for Rainbow community/ LGBTQI+
OUTline NZ(external link) Call OUTLINE or 0800 688 5463 – for confidential telephone support for sexuality or gender identity issues.
You, me, us(external link) – promoting healthy queer, trans and takatāpui relationships.
Mental Health Services
Need to Talk? 1737(external link) Free call or text 1737 any time – for support from a trained counsellor.
Suicide Crisis Helpline(external link) 0508 828 865 (0508 TAUTOKO).
Lifeline(external link) 0800 LIFELINE (0800 543 354) or text 4357.
Te Haika(external link) mental health crisis assessment team 0800 745 477.
Alcohol and Drug Helpline(external link) 0800 787 797 – for phone or online chat for people dealing with an alcohol or other drug problem.
Anxiety phone line(external link) 0800 ANXIETY (0800 269 4389).
Depression Helpline(external link) 0800 111 757 or text 4202.
Supporting Families in Mental Illness(external link) – for families and whānau supporting a loved one who has a mental illness.
Northern Region: 0800 732 825
Central North Island: 0800 555 434
South Island: 0800 876 682.
