Tag Archives: Breakthrough

Breakthrough – a really good overview of what we do

Breakthrough is a free service we run with Southern Response customers whose claims are not making the kind of progress they need. There are a whole raft of reasons why progress can be slow but with some additional support many homeowners are able to progress in a way that leaves them feeling more confident.

It’s a facilitation service rather than an advocacy service. We don’t negotiate for a specific claim outcome because we’re not lawyers, quantity surveyors or engineers. We are, however, able to facilitate a constructive discussion where homeowners can have the conversation they need to have with the right people at Southern Response. There is one collective aim – to understand where the claim is at from the homeowner’s perspective and what needs to happen for the claim to progress to the next stage.


Who can it help?

Absolutely anyone who is a Southern Response customer. Because Breakthrough is about trying to get things progressing where they have slowed down you can be anywhere in the process from having a first site meeting to being in the midst of repairs or a rebuild. Breakthrough has helped homeowners who:

  • thought the only option left was to head to court,
  • had stopped talking to Southern Response,
  • thought they should wait for others to get through first,
  • had just gone over cap after a long wait with EQC

How does it work?

STEP 1 – GET INVOLVED
There are a few ways to get involved:

  • You reach out to us – Anyone who is a Southern Response customer can give us a call and ask us to facilitate a discussion.
  • We reach out to you – Southern Response has asked us to contact customers whose claims are progressing slower than they expected, so we may phone or email you.
  • You are referred – Another earthquake support service or your claims specialist may refer you if they think we can be of help.

STEP 2 – MEET WITH US
This meeting is about us listening to you. Through listening, we can help you figure out what you really want to say, where you think you are stuck, and how you think progress can be made. This meeting normally takes an hour or two and happens in a place where you are comfortable.

We write up notes based on our conversation which also form the agenda for the facilitated meeting with Southern Response. You check they are accurate and make any changes you want to. If you want to go ahead with a facilitated meeting we ask you to sign a consent form so that we can send the notes off to the Southern Response manager we think is best to help with your claim. Click here to see what the ‘homeowner meeting’ notes look like.

STEP 3 – SOUTHERN RESPONSE DOES THEIR HOMEWORK
Once Southern Response have read the notes we give them a week to gather everything they need to make sure they can answer your questions and address your concerns. Before the facilitated meeting we check the staff are ready and let you know that everything is on track for a productive meeting.

STEP 4 – WE FACILITATE A MEETING
We have this meeting where you feel most comfortable, e.g. the CanCERN office, your home, or another neutral meeting space. We work hard to set the right tone and reinforce that the meeting is led by the homeowner’s needs. Sometimes people are really nervous about the meeting and expect it to be a battle but most walk out feeling like it was one of the best meetings they’ve had in the last five years.

At the end of every facilitated meeting we write up another set of notes that include what actions were agreed to, who is responsible to ensure they happen, and how long they will take to be completed. Click here to see what the ‘facilitated meeting’ notes look like.

STEP 5 – WE MAKE SURE THERE’S PROGRESS
Part of our role is to check up and make sure everyone is on track to complete actions on time. If there are delays, we figure out why they have occurred and make sure everything is communicated back to homeowner. Further down the track if you need Breakthrough again, we will help.


What does it cost?

Breakthrough is completely free for the homeowner. Southern Response is independently contracting us to run the service. This type of independent contract is fairly standard for facilitation industry-wide. You could liken it to the way Southern Response sometimes pays for the cost of an independent quantity surveyor’s report, for example.


What now?

Email, call or text CanCERN’s Breakthrough Project Manager:

Marcus Irvine
027 304 8092
marcus@cancern.org.nz

Support is available – spread the word

Even after five years there are still many people who need to know about and be engaged with earthquake support services. Please, please, please share this information with anyone who is still in the insurance settlement process. Word of mouth from trusted sources is a best promotional tool.

It can be a bit confusing trying to figure out which is the most appropriate for the situation so we have summarised them here. If you’re still confused after reading this, please call us or any of the organisations and just ask. Alternatively, head down the In The Know Hub at Eastgate Mall and talk to one of the great community hosts who will be able to help you get the support you need.

Earthquake Support Coordinator Serviceescs
  • Allows people to have their independence while a supporter walks beside them.
  • Has links to other social support services.
  • Connects residents with the right people, at the right level, at the right place.
  • Can address multiple and complex issues.
  • The homeowner closes the file with ESCS – they can use it for as long as they need.
  • ESCS doesn’t give advice. Attendance at a meeting would be solely to ensure people understand what is being said to them.
  • Free and confidential.

0800 777 846, (9am–11pm, 7 days)

The Earthquake Support Coordinator Service is part of a bundle of earthquake supports. Other services include:

Canterbury Support Line
If you, your family or friends need to talk to someone about anything other than the details of your earthquake claim.  For free and confidential information, support, counselling and connection to emergency services you can call 0800 777 846 between 9am and 11pm, 7 days.

Canterbury Earthquake Temporary Accommodation Service (CETAS)
CETAS provide a free matching service for people who need temporary accommodation while their home is rebuilt/repaired as a result of the Canterbury earthquakes. For homeowners, financial assistance may be available to help with temporary accommodation costs while their home is being rebuilt or repaired. The financial assistance is not income or asset tested. For assistance call 0800 673 227, (Monday to Friday, 8am–5pm) or visit www.quakeaccommodation.govt.nz.

ras logoResidential Advisory Service – RAS
www.advisory.org.nz
  • Independent advice through solicitors contracted from Community Law.
  • Client has a conversation with RAS, then RAS goes to EQC/Insurer to find out what is or isn’t happening with the claim.
  • Multi-party meetings available with insurers – independently facilitated meetings to try and reach an agreement – not arbitration or mediation. If the parties all agree, it’s an outcome that becomes semi-binding.
  • Not case management – people dip in, dip out.
  • Technical panel – peer review, consideration of technical issues (give assurance to property owners, identify inconsistencies to be given back to PMOs/insurers).

0800 777 299 or 03 379 7027

cias-logoCanterbury Insurance Assistance Service
www.cias.org.nz
  • Non-legal advocacy/assistance service
  • Target demographic: elderly, unwell, disability, in long-term care
  • Work with the client on where their insurance claim has not progressed. Develop an action plan, facilitate the plan.
  • Advocacy – anywhere from working with the client to working on behalf of the client.
  • Homeowner decides when to close their case.
  • Don’t give opinions.
Breakthrough-Logo(1)Breakthrough (CanCERN)

Breakthrough is a project between CanCERN and Southern Response which aims to speed up residents’ claims by clearly identifying the things the homeowner is stuck on and looking for outcomes they can be confident about. This is done via a facilitated meeting with a Southern Response decision maker.

We will facilitate the space for you to:

  • talk to Southern Response about your experience and progress to date
  • clearly explain where you are currently stuck
  • explore pragmatic solutions for progress

We won’t:

  • advocate for a specific claim outcome
  • give policy, legal, or technical advice

If you are interested or want to talk to us about whether the pilot is for you, contact Marcus Irvine at marcus@cancern.org.nz or on 027 304 8092.

Stuck with SR? Breakthrough relaunched for 2015!

Do you remember the Breakthrough pilot project for Southern Response customers we launched last year? Well, we’re getting back into it for 2015 and we’ve refreshed our messaging, which we hope better explains what it’s all about. Southern Response will be sending out information about Breakthrough to some customers over the next couple of weeks, so keep an eye out if you’re with them. Everyone involved in the project so far has been helped in some way, so if you are – or know anyone who is – stuck with their Southern Response claim then do get in touch.

http://cancern.org.nz/wp-content/uploads/2014/10/Breakthrough-Logo1.png

  • Has your progress with Southern Response stumbled to a halt?
  • Do you feel like you’re not heard or respected, or can’t be bothered any more?
  • Do you wish you could have a frank and open conversation with the people who can make decisions?
  • Do you need support to get things moving again?

 

If any of these questions resonate with you, then Breakthrough might be able to help.


What is it?
Breakthrough is a pilot project between the independent community organisation CanCERN and Southern Response that puts the homeowner’s needs at the centre. It enables you to tell them where it’s gone wrong for you and how it could be better. It gets everyone on the same page so that common sense solutions can be worked out.


Does it work?
For one family, a big leap of faith and two facilitated Breakthrough meetings ended two and a half years of no progress:

“This is a phenomenal programme. We have found our insurer willing to listen. We are moving forward now, unstuck after many years. CanCERN were incredibly supportive, following up our questions and ensuring timely answers were provided.”
Jan, Breakthrough participant

Breakthrough has the support of senior management at Southern Response:

“We understand the earthquake claims process can be challenging. From our perspective, and constructive dealings with CanCERN, we are confident we can work together to improve our interaction and relationship with affected customers.”
Peter Rose, Southern Response Chief Executive


The process
If you’d like to know whether Breakthrough could work for you, get in touch so we can hear a bit about your situation. If we all agree Breakthrough is the way to go,

We will facilitate the space for you to:

  • talk to Southern Response about your experience and progress to date
  • clearly explain where you are currently stuck
  • explore pragmatic solutions for progress

We won’t:

  • advocate for a specific claim outcome
  • give policy, legal, or technical advice

Contact
Get in touch via the details below, or fill out this application form and we’ll contact you.

Marcus Irvine
CanCERN Communications Manager
027 304 8092
marcus@cancern.org.nz


CanCERN
CanCERN is a community organisation advocating for the prioritisation of homeowners in residential recovery decision-making and delivery.

Breakthrough underway for 2015!

Breakthrough-Logo(1)

  • Has your progress with Southern Response stumbled to a halt?
  • Do you feel like you’re not heard or respected, or can’t be bothered anymore?
  • Do you wish you could have a frank and open conversation with the people who can make decisions?
  • Do you need support to get things moving again?

If any of these questions resonate with you, then Breakthrough might be able to help.

What is it?

Breakthrough is a pilot project between the independent community organisation CanCERN and Southern Response that puts the homeowner’s needs at the centre. It enables you to tell them where it’s gone wrong for you and how it could be better. It gets everyone on the same page so that common sense solutions can be worked out.

Does it work?

For one family, a big leap of faith and two facilitated Breakthrough meetings ended two and a half years of no progress:

“This is a phenomenal programme. We have found our insurer willing to listen. We are moving forward now, unstuck after many years. CanCERN were incredibly supportive, following up our questions and ensuring timely answers were provided.” Jan, Breakthrough participant

Breakthrough has the support of senior management at Southern Response:

“We understand the earthquake claims process can be challenging. From our perspective, and constructive dealings with CanCERN, we are confident we can work together to improve our performance.” Peter Rose, Southern Response Chief Executive

The process

If you’d like to know whether Breakthrough could work for you, get in touch so we can hear a bit about your situation. If we all agree Breakthrough is the way to go,

We will facilitate the space for you to:

  • talk to Southern Response about your experience and progress to date
  • clearly explain where you are currently stuck
  • explore pragmatic solutions for progress

We won’t:

  • advocate for a specific claim outcome
  • give policy, legal, or technical advice

Contact

Get in touch via the details below, or fill out this application form and we’ll contact you.

Marcus Irvine
CanCERN Communications Manager
027 304 8092
marcus@cancern.org.nz

CanCERN

CanCERN is a community organisation advocating for the prioritisation of homeowners in residential recovery decision-making and delivery.

Just 4 Southern Response meeting

Breakthrough-Logo(1)

The Just 4 Southern Response meeting went ahead on Tuesday evening and it was good!

The feedback from those who attended was positive and almost everyone said they left with information they thought was going to help them, their neighbours or friends to make progress in a more supported way. We can’t ask for a better outcome than that so even though it was a pretty stressful week last week, we are really pleased the meeting went ahead and was a positive experience for all.

There were a number of presentations from different speakers and we also videoed the session so by next week we aim to have these uploaded on the website. Although the presentation from Southern Response relates specifically to them rather than all insurers, the other information about the different earthquake support services is generic so is relevant regardless of who you may be settling your claim with.  You can access the Southern Response presentation here.

Don’t forget, if you are feeling a bit stuck with Southern Response and would like to hear more about the Breakthrough pilot we have running with them, please feel free to email sarah@cancern.org.nz so we can talk you through it or just fill in the Breakthrough application form. You don’t have to be majorly stuck and may just be struggling for clarification or updates. If we can’t help than we will help you figure out who can.

SR claimants meeting on Wednesday

To spread the word about Breakthrough and other earthquake support services, CanCERN has decided to organise a public meeting just for Southern Response claimants. It’s basically a chance for people to hear what services are out there that might be able to help progress sticky claims.

It’ll feature Breakthrough (that’s us!), the Residential Advisory Service (RAS), the Canterbury Insurance Assistance Service (CIAS), and the Earthquake Support Coordination Service (ESCS). Southern Response staff will also be there to talk about their Solutions and Vulnerability teams. We’re also keen for SR staff to talk a little bit about how they deal with second opinions, e.g. property owners’ independent engineering reports.

There will be a Q&A session where any queries can be addressed.

It’s important to note that the meeting itself won’t be a time where we get into the nitty gritty of individuals’ claims. It is, however, a chance for you to hear about and talk to the different support services. They’re constantly trying to improve – for example, the RAS you dealt with six months ago might be a whole lot more helpful now. On the night, if you think one of them may be able to help, you’ll be able to leave your details and get them to get in touch later.

If you think this might be helpful, please come along. It’s free, and other than a little bit of time, you’ve got nothing to lose!

>> Register for the free event here <<

When? Wednesday, October 22nd, 7pm-9pm

Where? Wainoni Methodist Church, 878 Avonside Drive.

Breakthrough-Logo(1)

Breakthrough + SR claimants meeting

Breakthrough-Logo(1)So we’ve officially launched our pilot project called Breakthrough, which aims to get pragmatic solutions for residents ‘stuck’ with Southern Response.

Here’s the last post with a bit more detail about Breakthrough.

We had our first facilitated meeting between a resident and Southern Response management last Tuesday, and by all accounts it was a success! She was able to talk about how the insurance process has affected her and put forward ideas for sorting out her stumbling blocks. Southern Response staff listened and common sense solutions and actions were agreed upon. It’s amazing the difference a face-to-face meeting with the right people can make.

So, if you know anyone with Southern Response who’s got a problem, please tell them about Breakthrough and get them to fill out an application form. Not everyone will meet the criteria, but at the very least we’ll be able to refer them to a service that’s better suited to their needs.

>> Breakthrough application form <<

Southern Response claimants meeting

To spread the word about Breakthrough and other earthquake support services, CanCERN has decided to organise a public meeting just for Southern Response claimants. It’s basically a chance for people to hear what services are out there that might be able to help progress sticky claims. It’ll feature Breakthrough (that’s us!), the Residential Advisory Service (RAS), the Canterbury Insurance Assistance Service (CIAS), and the Earthquake Support Coordination Service (ESCS). Southern Response staff will also be there to talk about their Solutions and Vulnerability teams.

>> Register for the event here <<

Breakthrough… first meeting a success!

Breakthrough-Logo(1)So we’ve officially launched our pilot project called Breakthrough, which aims to get pragmatic solutions for residents ‘stuck’ with Southern Response.

Here’s last week’s post with a bit more detail about Breakthrough.

We had our first facilitated meeting between a resident and Southern Response management on Tuesday, and by all accounts it was a success! She was able to talk about how the insurance process has affected her and put forward ideas for sorting out her stumbling blocks. Southern Response staff listened and common sense solutions and actions were agreed upon. It’s amazing the difference a face-to-face meeting with the right people can make.

So, if you know anyone with Southern Response who’s got a problem, please tell them about Breakthrough and get them to fill out an application form. Not everyone will meet the criteria, but at the very least we’ll be able to refer them to a service that’s better suited to their needs.

>> Breakthrough application form <<

What about these earthquake support services?

We know this earthquake support stuff can be a bit confusing so we all got together recently and summarised what it is we all do. Have a wee read and find who can best support you for where you are at. If you’re still confused after reading this, call us or any of the organisations and just ask.

Earthquake Support Coordinator Serviceescs
  • Allows people to have their independence while a supporter walks beside them.
  • Has links to other social support services.
  • Connects residents with the right people, at the right level, at the right place.
  • Can address multiple and complex issues.
  • The homeowner closes the file with ESCS – they can use it for as long as they need.
  • ESCS doesn’t give advice. Attendance at a meeting would be solely to ensure people understand what is being said to them.
  • Free and confidential.

0800 777 846, (9am–11pm, 7 days)

The Earthquake Support Coordinator Service is part of a bundle of earthquake supports. Other services include:

Canterbury Support Line
If you, your family or friends need to talk to someone about anything other than the details of your earthquake claim.  For free and confidential information, support, counselling and connection to emergency services you can call 0800 777 846 between 9am and 11pm, 7 days.

Canterbury Earthquake Temporary Accommodation Service (CETAS)
CETAS provide a free matching service for people who need temporary accommodation while their home is rebuilt/repaired as a result of the Canterbury earthquakes. For homeowners, financial assistance may be available to help with temporary accommodation costs while their home is being rebuilt or repaired. The financial assistance is not income or asset tested. For assistance call 0800 673 227, (Monday to Friday, 8am–5pm) or visit www.quakeaccommodation.govt.nz.

ras logoResidential Advisory Service – RAS
www.advisory.org.nz
  • Independent advice through solicitors contracted from Community Law.
  • Client has a conversation with RAS, then RAS goes to EQC/Insurer to find out what is or isn’t happening with the claim.
  • Multi-party meetings available with insurers – independently facilitated meetings to try and reach an agreement – not arbitration or mediation. If the parties all agree, it’s an outcome that becomes semi-binding.
  • Not case management – people dip in, dip out.
  • Technical panel – peer review, consideration of technical issues (give assurance to property owners, identify inconsistencies to be given back to PMOs/insurers).

0800 777 299 or 03 379 7027

cias-logoCanterbury Insurance Assistance Service
www.cias.org.nz
  • Non-legal advocacy/assistance service
  • Target demographic: elderly, unwell, disability, in long-term care
  • Work with the client on where their insurance claim has not progressed. Develop an action plan, facilitate the plan.
  • Advocacy – anywhere from working with the client to working on behalf of the client.
  • Homeowner decides when to close their case.
  • Don’t give opinions.
Breakthrough-Logo(1)CanCERN – Breakthrough Pilot
Sarah – 027 710 4445

Breakthrough is a pilot project between CanCERN and Southern Response which aims to speed up residents’ claims by dealing with the smaller things people are stuck on. This is done via a facilitated meeting with a Southern Response decision maker.

We will facilitate the space for you to:

  • talk to Southern Response about your experience and progress to date
  • clearly explain where you are currently stuck
  • explore pragmatic solutions for progress

We won’t:

  • advocate for a specific claim outcome
  • give policy, legal, or technical advice

If you are interested or want to talk to us about whether the pilot is for you, please fill in the quick application form below or contact Sarah Yanicki at sarah@cancern.org.nz or on 027 710 4558.

>> Breakthrough application form <<

‘Stuck’ with Southern Response?

Breakthrough-Logo(1)

We’ve launched our Breakthrough pilot project with Southern Response and have already started meeting with people about what’s holding them up.

What is Breakthrough?

Breakthrough is a pilot project between CanCERN and Southern Response which seeks to establish and evaluate a streamlined progress pathway for stuck residents.

It may help those who feel like they could get through the current sticking point if they could just be supported to have a clear conversation with the right person at Southern Response.

If you are interested or want to talk to us about whether the pilot is for you, please fill in the quick application form below or contact Sarah Yanicki at sarah@cancern.org.nz or on 027 710 4558.

>> Breakthrough application form <<

The process

If you do choose to be part of Breakthrough, we would meet with you first to talk about why you are stuck. If we all agree Breakthrough is the way to go,

We will facilitate the space for you to:

  • talk to Southern Response about your experience and progress to date
  • clearly explain where you are currently stuck
  • explore pragmatic solutions for progress

We won’t:

“We understand the earthquake claims process can be challenging. From our perspective, and constructive dealings with CanCERN, we are confident we can work together to improve our performance.”  – Peter Rose, Southern Response Chief Executive