Building bridges: Engaging with multi-cultural communities and New Zealand’s new migrants

Communities that welcome newcomers tend to see stronger social outcomes and economic growth. In such environments, everyone can participate more fully in the economic, civic, cultural, and social aspects of life.

Gaining and maintaining the trust of new migrants is particularly important for the public sector to uphold its social license. This requires ongoing commitment to clear communication, feedback-driven improvements, and authentic engagement with multi-cultural organisations.

The October Leaders Integrity Forum, chaired by Julie Haggie, Chief Executive Officer of TINZ, featured valuable insights from McLeish Martin, General Manager, Customer at Immigration New Zealand, and Marion Kerepeti-Edwards, Vice President of the New Zealand Federation of Multicultural Councils (the Federation).

Their perspectives underscored the importance of building strong relationships with multi-cultural communities and fostering trust with new migrants.

Setting the stage for trusted relationships

For many migrants, Immigration New Zealand represents their first experience with New Zealand’s public sector, which can set the tone for future interactions. Immigration New Zealand is the operational arm of the broader immigration system, managing over 200 types of visas – a complex landscape that can be overwhelming for migrants.

McLeish Martin highlighted that Immigration New Zealand strives to minimise the burden of this complexity by ensuring that its communications with migrants are clear and simple.

Migrants engage with the immigration system at multiple touchpoints, from initial written communications to face-to-face support that helps them navigate the settlement process. These touchpoints are opportunities for Immigration New Zealand to build trust and provide clarity, which is essential for effective engagement.

McLeish outlined the advancement in Immigration New Zealand’s approach to written communications since the implementation of the Plain Language Act 2022. The Act has led to the writing of a detailed correspondence guide, which assists frontline staff in communicating decisions clearly and empathetically. The guide also supports interactions where English may be a second language or where translation tools like Google Translate are used. McLeish noted that by prioritising plain language, Immigration New Zealand has worked to enhance migrant understanding of the immigration process, which helps to build trust during critical stages of the migrant journey.

McLeish also highlighted Immigration New Zealand’s commitment to improvement through the establishment of the Community Reference Group (CRG). This group serves as a platform for migrant communities to directly share their perspectives and experiences, informing both policy and operational practices. The CRG enhances understanding of immigration processes and strengthens the connection between Immigration New Zealand and the communities it serves, illustrating how continuous and meaningful engagement can lead to impactful change.

In July 2023, Immigration New Zealand refreshed the New Zealand Migrant Settlement Integration Strategy and New Zealand Refugee Resettlement Strategy to reflect the needs of migrants and refugees and continue to support successful settlement in the future. Engagement with former refugees, migrants, iwi, community groups, NGOs and businesses formed a critical part of the refresh. This included face-to-face, online sessions, co-design sessions, and online questionnaires.

Welcoming Communities Te Waharoa ki ngā Hapori is another notable programme that Immigration New Zealand leads in partnership with the Ministry of Ethnic Communities and the Human Rights Commission. This initiative promotes more inclusive communities by helping newcomers to New Zealand feel welcomed and supported.

Underpinned by the principles of whanaungatanga and manaakitanga, Welcoming Communities has 34 local councils and 5 local boards actively working to create an environment where recent migrants, former refugees, and international students feel at home.

Nurturing trust through community voices

Marion Kerepeti-Edwards highlighted the pivotal role the Federation plays in advocating for and supporting multi-cultural communities. Comprising 24 member councils across the country, the Federation works to strengthen local communities and amplify their collective voice on the national stage. Each council operates programmes tailored to the specific needs of its local community, fostering integration and providing resources for new migrants.

Marion highlighted a notable programme from the Federation: Huarahi Hou – Pathway to Treaty-based Multicultural Communities. Launched in 2016, Huarahi Hou connects new migrants with tangata whenua through cultural immersion and storytelling. This initiative, piloted in partnership with Orongomai Marae, includes noho marae experiences where participants learn about tikanga, te reo, and cultural practices. These experiences offer new migrants the opportunity to engage with New Zealand’s cultural heritage during a period of significant change, fostering a sense of belonging and trust.

Marion emphasised that the Federation values credibility and transparency in its operations and expects government agencies to uphold these same standards to build trust. Public organisations must demonstrate clear values and operate in ways that resonate with local communities. Trust, as Marion noted, is a two-way street—requiring both accountability and consistent alignment with stated missions.

Collaborating to develop trusted connections

The forum’s Q&A session underscored the importance of genuine relationship-building in successful engagements with multi-cultural communities. Marion highlighted that the Federation’s transparent practices set a benchmark they hope government agencies will meet. Trust is built when public organisations are open, accountable, and consistent in their interactions.

The work of volunteer and community groups, often in collaboration with government agencies, plays an essential role in supporting new migrants. When migrants feel welcomed and supported, they contribute positively to the community’s social fabric and cohesion. Public service leaders can gain valuable insights and foster trust by engaging with local experts and advocates. These connections help shape practices that are inclusive and responsive to the needs of all New Zealanders.

Looking ahead, the partnership between public organisations and community groups will remain essential for building an inclusive and credible public sector that meets the evolving needs of New Zealand’s diverse population.

Join the conversation

The Leaders’ Integrity Forum is organised by Transparency International New Zealand and hosted at the Office of the Auditor-General.

The forum provides a space for senior public sector leaders to discuss issues affecting integrity in the public sector. It offers a unique opportunity for free and frank sharing about challenges, solutions, and good practice.

If you are a senior public sector leader interested in attending, please contact Anne Gilbert at [email protected].