Case Study - Fire and Emergency NZ

Case study
Fire and Emergency NZ

FENZ cultural capability training

FENZ cultural capability training:

From learning to transformation in engaging with Māori

When Fire and Emergency New Zealand (FENZ) set out to strengthen its cultural capability and engagement with Māori communities, they partnered with AU Consulting to design training pathways that could take their people on the journey. Together, we have partnered to grow a multi-year programme that builds understanding, confidence, and everyday cultural practice across the organisation.

Since 2022, FENZ has returned to AU time and again- making them our longest-standing learning partner. Through repeat delivery and new courses, we’ve supported FENZ to embed cultural capability at every level, ensuring its people are better equipped to serve and connect with the communities they protect.

At a glance

67% increase in confidence engaging with te ao Māori and cultural capability
61–95% increase in Māori language confidence across Te Reo Ohooho cohorts
AU Educate platform rated 4.6/5 for usability and content
Attendance averaging 61%, despite shift work and emergency callouts
Marae wānanga described as “magical,” “hugely beneficial,” and “the best part of the course”

The challenge: building cultural capability in a frontline organisation

FENZ identified the need for structured cultural training pathways to lift capability and confidence in engaging with Māori. Work they considered to be of national importance for a frontline organisation that serves every community in Aotearoa.

The challenge was unique: programmes needed to reach both operational and non-operational staff, work around the realities of shift work and emergency callouts and go beyond “box-ticking” to embed genuine cultural confidence.

The transformation: blended training pathways with cultural depth

Working alongside FENZ, AU designed blended programmes that balanced accessibility with depth. Digital modules gave staff the flexibility to learn anywhere, while virtual and marae-based wānanga created safe, engaging environments for practice and connection.

As one kaiako recalls: “Halfway through a virtual wānanga, one of our learners got a call-out to a job. Instead of dropping off the call, he stayed connected on his phone in the truck! He was determined not to miss the session. What made it even more special was that his colleagues started joining in too. For me, that moment showed just how committed they are to building confidence in te reo and tikanga, even while doing one of the toughest jobs in the country.”

SCORM e-learning and e-magazines: covering topics from Matariki to marae protocols
Cultural Discovery Programmes: blending virtual workshops with immersive marae wānanga
Te Reo Programmes: from beginner pronunciation through to conversational reo with level 1, 2 and 3 te reo Māori programmes
Safe learning environments: consistently described by learners as “warm, inclusive, and hugely beneficial”

The impact: measurable uplift in Māori engagement and reo confidence

The programmes have delivered measurable growth in capability and strengthened cultural confidence across FENZ.

Confidence uplift: 67% increase in confidence engaging with te ao Māori; 61–95% increase in te reo Māori confidence across programmes
Everyday practice: more reo used in meetings and greetings, greater use of karakia, pepeha, waiata, and tikanga in daily work
Learner experience: AU Educate rated 4.6/5; marae wānanga consistently described as “magical” and “the best part of the course”

“I had an a-ha moment when I confidently recited my mihi without notes.”

A shared success

For FENZ, cultural capability is not an add-on. Having strong cultural capability is essential to serving communities with authenticity and respect. By partnering with AU over multiple years, FENZ has built scalable cultural training pathways that lift confidence, embed everyday practice, and strengthen the trust needed to keep Aotearoa safe.