MSD outreach service bridging obstacles in Cheviot and Culverden

The launch of an MSD outreach service in the rural townships of Cheviot and Culverden is making it easier for residents to access social support services.

The outreach service, which began 12 months ago, is the result of a collaboration between Waitaha Primary Health, the Ministry of Social Development (MSD), Rural Libraries and the Together Hurunui network of social support organisations working in Hurunui, schools, Police and Council.

Hurunui District Mayor Marie Black, who is the Chair of Together Hurunui, says organisations like Waitaha Primary Health were picking up from their clients that the distance to the Rangiora MSD office was a barrier for those needing a face-to-face appointment.

“Whether young families who were finding it hard to get away for a whole morning or afternoon, or older residents needing to chat to a case worker about their superannuation entitlements, there were real barriers around time, transport and costs,” Black says.

Through collaboration, the outreach service was set up in the Culverden and Cheviot libraries.

Council’s Together Hurunui Facilitator Natalie Paterson says volunteers living and working in these communities set up the sessions by using library technology to link in with Work and Income so that MSD clients can speak with case workers via secure video call.

“Volunteers assist with setting up the video call on the library tablets in a confidential and safe space. The volunteers remain in the library to close the link with Work and Income at the end of the last video call.” Paterson says.

MSD Rangiora Client Service Delivery Manager Tina Robinson says: “Our clients are able to access our services through the phone and online. However, sometimes it is helpful to meet and have a chat so we can offer advice and options on how we can progress to get the best outcomes for everyone involved.”

Waitaha Primary Health Practice Navigator, Pamela Black says: “Some clients found long wait times on the phone and the return travel to Rangiora delayed their engagement with Work and Income as the process was too challenging and costly. Booking an appointment through a booking agent has reduced long waiting times on the phone, and the location of the services in the Hurunui has made access to MSD easier. Clients who have accessed the service tell me that the service was easy to use and less stressful.”

Mayor Black says it has been inspiring to see people using the service – “removing those barriers so people can access the support MSD provides. I encourage people to make full use of the service to ensure its long-term success.

“Community-led solutions thrive in rural areas because they are built on local knowledge, shared trust, and a deep understanding of what truly works for the people who call these places home,” Mayor Black says.

How It Works

• By appointment only – Bookings must be made in advance.
• Video call only – Library staff provide assistance with setting up the video call using library tablets in a confidential and safe space.
• Community support – Waitaha Health volunteers are available to provide wellbeing support before and after appointments but do not enter the meeting room.
• Easy booking – Previously, access required a GP referral, but now residents can book their spot through the Waitaha Health website at their local library, with assistance available from library staff if needed.

Who can use it?

This service is available to any MSD customer and can be particularly helpful for:

• Superannuation appointments – Whether applying or seeking guidance.
• Young parents – Those who find it difficult to travel can now connect from their local community.
• People without transport.