Te Wiki o te Reo Māori — Kaimahi stories: Amy-Lee and Evie

Tēnā koutou,

Amy-Lee and I got together to discuss how our mahi at Sexual Wellbeing Aotearoa is informed by Te Ao Māori as Kaimahi Pokapū Āwhina. We discussed the small aspects of our mahi that can make a tangible difference in the revitalisation of Te Reo and Te Ao Māori. For example, this week Amy-Lee opened our team Huddle by having a moment of silence for the passing of Kīngi Tūheitia Pōtatau Te Wherowhero VII. Amy-Lee attended in-person, while we live-streamed the Tangihanga and Te Whakawahinga of Kuini Ngawai Hono i te Po in the Contact Centre.

We know that some clients, especially Rangatahi Māori, can feel whakamā about contacting us for our services. The Contact Centre uses Te Ao Māori framework to inform our mahi by creating a marutau (safe) and kotua (respectful) space for Māori.

Using correct pronunciation of kupu and ingoa is something the Contact Centre strives for, and we improve Reo knowledge and pronunciation of our Kaimahi Pokapū Āwhina wherever we can.

Every call begins with a greeting in Te Reo and starting our korero with clients in this way is an important first step to making clients comfortable using our services. Correct pronunciation of kupu is key to making sure Māori clients feel respected as Tangata Whenua and as individuals. This is especially important in terms of ingoa. We can also add alerts to client files to help other kaimahi pronounce names properly. I make sure I try not to shorten long Māori ingoa when speaking to clients on the phone, as names often carry whakapapa.

We also provide the opportunity for clients to have their iwi affiliations loaded onto their file. Clients are prompted to provide this information whenever they fill out an appointment request on our website and we load iwi affiliations onto files as appropriate. This promotes a sense of pride with iwi affiliations and allows clients to identify with their iwi/hapu, in line with pre-colonial tikanga.

The cost and availability of healthcare can be a significant barrier to Rangatahi Māori receiving the healthcare they need in Aotearoa. Most Rangatahi are unaware of the services we provide, and that all our services are free for Rangatahi under 22 years old. In the Contact Centre we advise clients of their funding entitlements for certain services, such as free cervical smear tests for Māori and Pasifika clients. We also advise clients of their entitlements with us through Q1-5 funding, for those Māori clients who are over 22 years old.

Moving forward we would love to have fluent speakers of Te Reo in the Client Contact Centre. We believe having the option for clients to kōrero Māori when booking their appointments would make the Contact Centre more in line with our organisational goals for equity and promotion of Ti Tiriti and Te Reo.

Ake ake ake.