Waitī and Waitā – taking care of the small things and the value of teamwork
Waitī and Waitā are Matariki’s twin daughters. They are responsible for the land invertebrates such as bees and ants which are an essential part of life. Waitī and Waitā symbolise the importance of taking care of the small things and the value of teamwork. Fair Way’s dispute resolution service is dependent on teamwork.
We have an amazing team of skilled Resolution Coordinators who are our front line. They hear the first request for dispute resolution, whether it’s a review of an ACC decision, a parent with a childcare dispute, an employee or employer wanting to resolve workplace conflict, a telecommunications user seeking to resolve a complaint, a builder or homeowner with an issue, or anyone else seeking to resolve a dispute with another person or organisation. Our Resolution Coordinators are extremely knowledgeable and make sure that people get the service they need. They also contact the other parties in the dispute, sometimes encouraging reluctant parties engage in dispute resolution. In some areas, the Resolution Coordinators also undertake the first round of facilitation, helping parties clarify their needs and interests. Often, they help people come to an agreement which resolves the dispute. Where the disputes are on-going, they set up the arrangements for parties to attend dispute resolution whether that be mediation, conciliation, adjudication or arbitration.
It is not just our Resolution Coordinators who are essential to our services, each team member has their own unique part to play. For example, Fair Way has bespoke case management systems which are developed and cared for by our very experienced Digital Capability team and we have dedicated Service Delivery teams to make sure our customers experience a great service.
In our own ways, each team member contributes to our values:
• Professionalism – Providing a high quality service that meets customer expectations and professional standards, ensuring customers have trust in the fairness of our services.
• Integrity – Upholding ethical standards and communicating in an open, honest and transparent way. Always focused on the health and safety of our people and customers.
• Collaboration – Seeking opportunities to work in teams towards shared objectives, knowledge and success.
• Fairness – Abiding by objective standards, allowing full participation in our processes, and giving all voices an opportunity to be heard.
• Empathy – Acknowledging where people are coming from and identifying their needs by asking, listening and clarifying. Demonstrating respect to one and another and our customers, acknowledging difference, and encouraging diversity.
It is a team effort here at Fair Way across the whole business. Just like bees and ants, the team at Fair Way work tirelessly to build and maintain a service which helps thousands of people each year to get through difficult issues in their lives.