17195 (2025). Tamatha Paul to the Minister for Children

17195 (2025). Tamatha Paul to the Minister for Children: What was the number of ‘Caller ended’ Contact Records for Tier 2: Intake Social Worker calls in 2025?

Hon Karen Chhour: I am advised by Oranga Tamariki that there have been five caller ended records in for tier 2 calls at the Oranga Tamariki National Contact Centre in 2025. I am further advised by Oranga Tamariki that the Oranga Tamariki National Contact Centre (NCC) has a Customer Service Specialists team in place to answer and screen incoming calls quickly. This is referred to as the tier 1 response. Callers who need to speak to a social worker are then transferred to the tier 2 response. Transfers are prioritised for quick response by tier 2 if urgent. Please note tier 2 also includes transfers to site social workers, in many cases those who are already working with the caller. ‘Caller ended’ records refer to callers who are put through to tier 2 to speak to a social worker, but end their call before doing so.