Service setup and orientation#

These guides explain the attendance service purpose, principles, roles, Te Tiriti commitments. There is also a glossary,  a code of conduct, and about how in-school provision aligns with the service.

Te Tiriti and cultural responsiveness in Attendance Services#

This guidance supports Attendance Service providers to partner effectively with Māori and Pacific communities. It outlines expectations for culturally responsive practice, grounded in Te Tiriti o Waitangi, Ka Hikitia, and the Pacific Education Action Plan, to ensure ākonga success and strong whānau engagement.

Contract and compliance #

This guidance outlines provider contract requirements including expectations, payment and invoicing, safety standards, legal obligations, exemptions, and compliance.

Contract expectations#

This guidance explains what providers must do under their contract and how performance will be measured. Providers are funded to deliver a full range of services for chronically absent and non-enrolled ākonga in Years 1–11.

It covers: 

• service expectations
• key performance indicators (KPIs)
• reporting and compliance requirements.

School engagement and collaboration #

This guidance focuses on working with schools and whānau: when to seek provider support, effective collaboration, culturally responsive practice, and using local community connections.

When schools should request provider support#

This guidance explains when schools can refer ākonga, covering the importance of relationship, activities to try first and things to consider when making a referral. It also covers when not to make a referral.

Case management #

This section explains chronic absence referral process, case management steps, Oranga Tamariki protocols, data use, escalation, age-specific approaches, addressing barriers to attendance and handling non-engagement.

This guidance will be available soon.

Age related case management#

This guidance explains how support is based on need, not age. Engage early to prevent non-attendance, sustain help beyond 16 when needed, and ensure consistent, effective service for students and whānau.

This guidance will be available soon.

Escalating attendance letters #

This guidance explains how use of escalating attendance letters convey the seriousness of ongoing absence with whānau while offering support and explaining next steps. Advice for effective record keeping is included. 

This guidance will be available soon.

Managing whānau non-engagement #

Some families do not engage, or they refuse to meet in a constructive way. This guidance explains what to do when that happens so students get the help they need. 

Locating students #

This guidance is for when students or whānau can’t be found. Use community networks, follow privacy rules, request info checks, record all efforts, and flag ‘Not located’ if all steps fail. 

Support and resources #

This section provides tools and advice to support your work. It includes privacy and data sharing guidance, legislative information, governance, and protocols. You will also find templates, community practice links, and resources for unmet needs and alternative education options. 

Unmet basic needs fund guide#

This guidance is for Attendance Service Providers. The Unmet Basic Needs Fund is designed to address unmet basic needs of referred (chronically absent or non-enrolled) ākonga (students), where these unmet needs are immediate, impacting on attendance, and cannot be met from any other source. 

Attendance services projects and initiatives guidance#

This guidance is for attendance service providers who are considering running a project or initiative aimed at improving attendance. It outlines expectations, what must be included in reporting, and where to go for help.

Attendance services provider guide: Privacy Act and OIA requests#

This guidance explains what Attendance Service providers and in school provision (attendance Services)1 must do if they receive a request for information under the Privacy Act 2020 or the Official Information Act 1982.

Communications #

This guidance aims to help you manage communications and social media. It includes advice on consistent messaging and community engagement.

This guidance will be available soon. 

Templates and examples #

Ready-to-use templates and examples including letters, meeting agendas, referral flow diagrams, and privacy request templates to help you work efficiently.

These resources will be available soon.