Raman Prasad | Case Manager Application

Professional Profile

I work with people who are under pressure. At Octopus Energy I handle high volume cases for domestic and business customers, including those dealing with vulnerability, affordability stress, and complex account problems. A lot of the work is about building enough trust that someone will keep talking to me, listening properly to what is going on, explaining options without jargon, and pulling the right people in so the case actually moves.

I am used to prioritising risk, keeping clear notes, protecting sensitive information, and staying calm when things are emotional or time pressured. I want to bring that same approach into He Aranga Ake as a Case Manager. The role is prevention focused. It is about building relationships, matching protective factors with practical support, and coordinating the right people around a participant. That is the kind of work I already do every day, just in a different setting.

Professional Experience

Business Associate, Billing Master and KMT

Octopus Energy NZ, Business Team | Wellington | 2023 to present

Manage complex cases for domestic, business and social media related customers, including people facing vulnerability and affordability pressure.
Build rapport and trust with people who are often stressed or overwhelmed, treating them with respect and clear boundaries.
Assess what is driving a problem using account data, history and conversation, then match practical next steps to the person’s situation.
Coordinate with internal teams such as support, product and engineering so cases move forward instead of stalling between teams.
Keep accurate, timely records and write clear notes so others can pick up a case and understand what has been tried.
Identify recurring issues and help improve processes, contributing to a 28 percent reduction in repeat problems.
Handle sensitive information with care and maintain confidentiality in a regulated environment.
Prioritise a busy workload, escalate when needed, and stay calm when situations are emotional or time pressured.
As Billing Master and KMT, fix complex account and platform issues on Kraken, including account structure, moves, meterpoints and related corrections, and support colleagues with hard cases.

Education

Bachelor of Science (Conjoint), Computer Science and Data Science | Massey University | In progress, expected 2026

Study includes data analysis, reporting and evidence based decision making. These skills support clear tracking of progress, pattern recognition across cases, and structured reporting.

Cases I worked on

Case 1: Customer in financial hardship with clear vulnerability markers

Domestic customer Vulnerability and affordability Multi team coordination

Situation

A domestic customer had fallen a long way behind on payments. In the first conversation it became clear there had been a recent job loss, high stress, and almost no support network around them. They were overwhelmed and close to shutting down the conversation completely if it felt like just another demand for money.

What I did

I slowed the call down and focused on understanding the full picture before talking about payment options. I used the account history together with what the person told me to work out what was actually driving the situation. I then brought in internal support colleagues to put a temporary arrangement in place that took some of the immediate pressure off. I wrote the vulnerability indicators and the plan into the notes clearly so that anyone who picked the case up next could continue without the customer having to start from scratch.

Outcome

The customer stayed engaged. The temporary arrangement held while they stabilised. The case did not move into disconnection or further hardship. The notes meant the handover was clean when I was offline.

Why this matters for He Aranga Ake

Building rapport when someone is under stress. Identifying risk and protective factors early. Matching practical steps to the person’s actual situation rather than a standard script. Coordinating across teams so the work continues. Keeping records accurate enough that progress is visible and the person does not have to repeat themselves.

Case 2: Business customer under pressure with personal and commercial crossover

Business customer Affordability and complexity Cross team problem solving

Situation

A small business customer was dealing with a chain of billing and account structure problems that were hitting both the business and the owner’s personal stress levels. The case had already bounced between teams several times. The customer was frustrated and close to disengaging completely.

What I did

I took ownership as Billing Master and mapped the full account structure on Kraken. I brought the right internal people in (support and product) so we could fix the root platform and billing issues instead of applying another temporary patch. I kept the customer updated in plain language and set clear expectations about what would happen next and when. I tracked every step so nothing got lost between teams.

Outcome

The underlying issues were corrected. The customer’s trust improved because they could see consistent ownership and actual progress. The case also fed into process changes that later reduced similar repeat problems across the team.

Case 3: Social media escalated contact involving visible distress

Social media related Sensitivity and risk awareness Calm, structured response

Situation

A customer raised serious concerns publicly on social media about their account and personal circumstances. The tone showed high stress. The case needed careful handling so it did not escalate further and so the person felt heard rather than managed or shut down.

What I did

I moved the conversation to a private channel quickly and focused on listening first. I acknowledged the impact without becoming defensive. I checked the account facts carefully, explained what could and could not be done, and coordinated the necessary internal fixes. I kept the notes precise and factual so any later review would be clear. I also flagged the vulnerability indicators so the wider team was aware.

Outcome

The public escalation settled. The customer received a practical resolution and the interaction stayed respectful. The case reinforced how important early, calm ownership is when distress is already visible.

Why this matters for He Aranga Ake

Responding to visible distress with care. Protecting dignity. Identifying risk early. Coordinating the right internal response without delay. Maintaining professional boundaries while still being present.

Case 4: High volume prioritisation and process improvement

System level Risk prioritisation Continuous improvement

Situation

The team kept seeing the same account and billing issues coming back. This created extra load and delayed help for customers who were already under pressure.

What I did

I tracked the recurring issues, documented the root causes, and worked with colleagues to tighten processes and improve how complex cases were handed between teams. As Billing Master I also supported others with the hardest technical cases so they did not get stuck.

Outcome

These changes contributed to a 28 percent reduction in repeat problems. Customers received more consistent outcomes and the team’s capacity improved.

Why this matters for He Aranga Ake

Spotting patterns across cases. Feeding learning back into the system so the next person does not hit the same wall. Supporting colleagues. Staying focused on better outcomes for the people we are there to support.

Skills Relevant to This Role

Working with diverse needs

Daily experience supporting people from different backgrounds who are under pressure. I adapt my approach to the person in front of me rather than relying on a fixed script.

Rapport and clear communication

I build trust with people who are stressed or overwhelmed. I explain options in plain language and keep boundaries clear and respectful.

Case style organisation

I prioritise, track progress, document decisions, and follow through so cases do not stall or lose continuity when handed between people.

Cross team collaboration

I regularly bring the right people into a problem and keep communication clear so work moves forward instead of bouncing between teams.

Risk awareness

I notice vulnerability markers, escalate when needed, protect confidentiality, and stay calm when situations are emotional or time sensitive.

Values and learning stance

I am committed to treating people with dignity and to Te Tiriti o Waitangi principles. I am ready to learn multi agency frameworks, intervention planning and Police systems properly.

Cover Letter

Raman Prasad
Wellington, Aotearoa New Zealand
ramanprasad.eth@gmail.com | +64 21 034 8290

Hiring Team
He Aranga Ake
New Zealand Police
Police National Headquarters
Wellington

Dear Hiring Team,

I am applying for the Case Manager role in He Aranga Ake. The work of reducing risk through personalised support, coordinated multi agency plans, and steady relationship building is the kind of contribution I want to make.

At Octopus Energy I manage complex cases every day for domestic, business and social media related customers. Many of these people are facing vulnerability and affordability pressure. My job is to build rapport when someone is stressed or overwhelmed, understand what is actually driving the problem, match practical next steps to their situation, and coordinate with colleagues across teams so the case moves forward. I keep accurate records, protect sensitive information, prioritise risk, and escalate when needed. I have also contributed to process improvements that reduced repeat problems by 28 percent.

I understand that subject matter knowledge of violent extremism is not a prerequisite. What you are looking for is someone who can work with people from diverse backgrounds, build genuine relationships, coordinate support, and think flexibly when circumstances change. That is the foundation I already have. I am organised, discreet, and used to holding complex cases without letting them stall or lose focus.

I am a New Zealand citizen based in Wellington and able to meet the residency requirements for Top Secret clearance subject to formal assessment. I am available for the domestic travel the role requires. I am ready to learn the multi agency frameworks, Regional Intervention Meeting practice, and intervention planning approaches that sit at the centre of He Aranga Ake.

I have prepared detailed examples of how I handle complex, sensitive cases. They are included in this document. I would welcome the chance to discuss how my experience supporting people under pressure can transfer into prevention focused case management with your team.

Thank you for considering my application.

Yours sincerely,

Raman Prasad

Position on Experience

What I bring

Demonstrated case style work with people under pressure, including vulnerability and affordability issues.
Practical experience coordinating across multiple internal teams so complex cases progress.
Strong habits in rapport building, clear communication, accurate documentation, risk awareness and prioritisation.
A track record of improving processes so fewer people fall through the same gaps.
Willingness to learn, take feedback, and adapt to the frameworks and partners that make He Aranga Ake effective.

I am applying because the purpose of the role matches the kind of work I already find meaningful: supporting people through difficulty with respect, structure and practical help, and doing it in a way that reduces longer term harm.

Additional information

New Zealand citizen, Wellington based, able to meet Top Secret clearance residency requirements subject to formal assessment.
Domestic travel available as required.
Detailed examples of case work and outcomes are set out above and available for further discussion at interview.