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40.1.5 Highlighting Defence Requested Priority - Existing Claim

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Defence Responsibility – existing claim

Where a claim already exists, the relevant area in Defence (DGNP, DGPERS-A, DGPERS-AF) must obtain written acknowledgement from the member that DVA may be approached to seek the status of the claim using the Request for Priority Processing form.  The relevant area will then approach the DVA via a single point of contact phone number (managed by the R&C Liability and Registrations area) to seek advice on the claim status and to ascertain whether all the relevant documentation has been received by DVA.  Defence will then highlight the increased priority and client authority using the Request For Priority Processing form which will be scanned and emailed to DVA.

DVA Responsibility – existing claim

Defence will contact DVA via a single point of contact phone number which will be managed by the R&C Liability and Registrations area.  Staff in the R&C Liability and Registrations area will check VIEW to identify if the client has been assigned to CLU or Case Coordination and if so will transfer the call to them.  Staff in the R&C Liability and Registrations area will also check VIEW for a comment to advise that client authority has been given for Defence to contact DVA on their behalf.  If no authority has been given, the R&C Liability and Registrations area will not provide any information to the caller, but will identify the delegate responsible for the claim and transfer the call.  The R&C delegate will need to explain to the caller the processes for establishing authority via the Request For Priority Processing form.

If authority has been given, staff in the R&C Liability and Registrations area will identify the status of the claim in VIEW before transferring the call to the responsible delegate.  The R&C delegate will then provide a status update to the Defence caller, acknowledge the new Defence requested priority, and assure Defence the claim will be processed in accordance with the priority guidelines as listed above.  Once the Request For Priority Processing form is received from Defence it is to be saved into the client's e-file in TRIM (via UIN) in line with other documents received electronically from Defence via the SAM process.  The appropriate processing system/s (Defcare/CCPS/Cadet) should also be updated to indicate a 'Defence Priority Request'.