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NGOs Leading Change Through Collaboration
The National NGO Benchmarking Group was established in August 2024 with the goal of improving service experiences for tāngata whai ora and whānau. Thirteen mental health and addiction NGOs from across Aotearoa New Zealand have committed to sharing their organisational information across two indicators: whānau engagement and continuity of care.
In 2025, the group began to see the value of sharing insights and participating in collective problem solving. Over the past 12 months, members have made measurable gains in whānau engagement, data capability, and shared understanding of continuity of care.
“The biggest value that I get out of this group is the collaborative input that we all have. Sharing what we’re doing and the ideas we have, and the feedback we get when we do share what we’re doing.”
Michael Hawkey, Ember Korowai Takitini
Whānau engagement
In 2025, a key focus of the group was to improve whānau engagement. This indicator can be measured across all NGO services (excluding residential services), and is an important marker for effectiveness, quality, equity, and responsiveness.
Examples of improvement include:
- Mahi Tahi Trust: Lifted whānau engagement from 7.2% to 33% by gamifying data use through creative initiatives like the Audit Olympics.
- Odyssey Auckland: Nearly doubled whānau engagement with dedicated support from their whānau adviser.
- Ka Puta Ka Ora – Emerge Aotearoa: Developed whānau-focused guidelines for kaimahi, now shared nationally and adapted for use in the Forensic Services at Capital and Coast.
- Ember Korowai Takitini: Embedded whānau engagement into everyday practice through regional workshops, service champions, and updated policies.
- The Salvation Army Bridge Programme: Released a whānau engagement policy and strengthened whānau involvement reporting.
- Penina Trust: Ensures every contact includes whānau support, backed by proactive follow-up.
- Equip: Reinforced a culture of improvement by celebrating high-performance teams, including recognition events such as morning teas.
Continuity of care
The continuity of care indicator seeks to understand the transition experience of people who use NGO services in the 28 days prior to an acute inpatient admission. The focus is on identifying where improvements are needed – before, during, or after admission.
Not all members support tāngata whai ora through an inpatient journey, but those who do have continued to embed practices that enhance continuity of care.
Examples include:
- Ka Puta Ka Ora Emerge Aotearoa (including Mind and Body): Elevated continuity of care as a priority topic within executive leadership hui.
- Equip: Strengthened relationships with inpatient units to ensure seamless transitions for tāngata whai ora.
- Penina Trust: Demonstrated exceptionally high continuity of care during an acute inpatient experience for the majority of their tāngata whai ora.
Building capability, informing focus
None of these improvements are possible without access to information that highlights where service improvements are needed. The data and systems analysts who support the National NGO Benchmarking Group are essential to this work. Collaborating with whānau advisors, leadership teams, and kaimahi, they help ensure shared focus leads to faster, more meaningful progress.
Their dedication and mahi improves not only data systems, but also kaimahi data and information literacy. This ultimately contributes to better outcomes for the people who seek support from their services.
A year of transformation
The National NGO Benchmarking Group’s work in 2025 demonstrates the power of collaboration. Through mutual support and shared learning, NGOs across Aotearoa have strengthened service experience, enhanced data and information use, and deepened connection with whānau. This rōpū continues to drive excellence and innovation in the NGO sector and sets a benchmark for others working in mental health and addiction.
If you are an NGO reporting to PRIMHD and are interested in joining the National NGO Benchmarking group, please email the KPI Programme team at info@mhakpi.health.nz
Southern Region KPI Benchmarking Forum 2025
The final regional KPI benchmarking forum for 2025 took place in Ōututahi | Christchurch on Thursday, 15 May 2025. He Waka Tapu extended their wonderful mānaakitanga to 33 kaimahi from three district services, the Mental Health and Wellbeing Commission and 11 NGOs. This video provides a snapshot of the day.
Central Region KPI Benchmarking Forum 2025
On a wet and blustery first day of May in Te Papa-i-oea | Palmerston North, kaimahi from across the Te Ikaroa region collected at Caccia Birch House. Thirty-five people from Whanganui, MidCentral and Te-Upoko-me-Te-Karu-o-Te-Ika | Capital Coast, Hutt Valley, Wairarapa district services, the Mental Health and Wellbeing Commission, and 7 NGOs were present. This video provides highlights from the day.
Midland Region KPI Benchmarking Forum 2025
Te Puia in Rotorua hosted the Te Manawa Taki | Midland region KPI benchmarking forum held on 10 April 2025. Thirty-seven people from across four Te Manawa Taki district services, the Western Bay of Plenty PHO, the Mental Health and Wellbeing Commission and four NGOs attended. This video provides a snapshot of the day.
Northern Region KPI Benchmarking Forum 2025
On 20 March 2025, fifty kaimahi from across Northland, Waitematā, Auckland, and Counties Manukau district services, and 12 NGOs, gathered at the Stables in Matakana for the Te Tai Tokerau | Northern region KPI benchmarking forum. This video provides highlights from the day.
Working alongside whānau for great outcomes
On Tuesday 3 December 2024, Kāhui o te Ihi, Te Toka Tumai Auckland Health NZ hosted an event to showcase how services from across Tāmaki Makaurau are working alongside whānau for great outcomes.
Representatives from Te Toka Tumai Auckland, Counties Manukau and Waitematā mental health and addiction services spoke about the impact of co-facilitated whānau education groups.
Why family whānau leadership roles are just as important in NGOs
By Sharon Necklen, family whānau lead, Emerge Aotearoa. Sharon works nationally but lives in Ōtautahi Christchurch.
Emerge Aotearoa created the role of family whānau lead to respond to the shift in practice models and service delivery frameworks that have evolved over the last decade.
Improving whānau engagement in a mental health NGO
Including the voice of whānau* in their work is an important focus at Equip, a community mental health provider for the wider Auckland region.
Improving data collection to tell the right stories
For the past two months, the KPI Programme team have been on the road meeting with people who lead, deliver and use services. As a team we would like to extend our sincere gratitude to everyone who has hosted and given us so much manaaki (care) over this time.
Small, sustained changes. Big impact.
He iti te mokoroa, nāna i kati te kahikatea
The mokoroa (grub) may be small, but it cuts through the Kahikatea
Reconnecting for continuous service improvement
The time to reconnect in person is nearly here. Like so many who have already registered, you will likely be aware that on Tuesday 8 November 2022 the KPI Programme will host a national benchmarking forum in Wellington.
Benchmarking out inequity
It has been more than two years since the KPI Programme has been able to bring together contributors in person from across Aotearoa New Zealand to benchmark, collaborate and innovate using mental health and addiction service data.
