Key messages to support change in COVID welfare referral process. Most people and whānau who need welfare support while isolating are either calling the COVID Welfare Line, or completing the MSD form linked from the online form they get sent with the positive test text message. This has been mostly working well, and MSD have been able to meet people’s needs – either by helping them directly or connecting them to a community provider. Until now, another option for people to get welfare support was through the National Contact Tracing System directly into MSD’s welfare support system. As case numbers have increased, this system referral process through NCTS hasn’t been as consistently smooth or quick for people and whānau needing support. People have shared with us that they have experienced repeat contacts and it’s taking longer than it needs to for them to get the help they need. At Monday 14 March at 5pm, the electronic referral process is being turned off from NCTS. Welfare can still be flagged through a number of channels: • • • •
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People can complete the MSD welfare form, linked through the online contact tracing form sent to them in the positive test text message. People can also call the Welfare Support line. The contract tracers can encourage people to call the COVID Welfare line or to complete the online welfare form themselves. GPs, primary health care providers and others with access to the COVID Clinical Care Module, the IT system that is used to support people with COVID-19, can still flag a welfare need through this system. GPs and primary health care providers who aren’t using the COVID Clinical Care Module can also encourage the patient to contact the COVID Welfare Line directly, or fill out the MSD welfare form.
These options all give the person/household control over when and how they ask for help. It also means they don’t have to explain their welfare needs repeatedly. The MSD welfare form is a great way to indicate a welfare need, and the COVID Welfare Line number is widely available: • • •
It’s in the text message people get when they’ve registered their positive test, and in the online form for contact tracing and health information. It’s widely shared through printed handouts at testing, the household flyer, advertising, social media posts and community networks. There are options for people who are hearing impaired or don’t speak English.
This change will make public messaging clearer – if you need welfare support, complete the online form or call the COVID Welfare Line. Calls to the COVID Welfare Line are prioritised by the MSD contact centres, with current wait times about 10 minutes. Many welfare needs can be met directly while the person is on the phone (eg, a food grant). This one-touch service is much better for people isolating.