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3.12.5.1 Rehabilitation Providers role in managing client expectations

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Last amended 
17 May 2018

Like with all DVA Rehabilitation Plans, managing client expectations well is key to successful outcomes. This is especially so with Veteran Payment (VP) initiated plans and AAR. Specific legislation has been passed to allow access to the rehabilitation program prior to liability being accepted as it is widely recognised that early intervention and engagement in rehabilitation programs is more likely to lead to better success for our clients.

It is essential that clients and their families understand that:

  • Participation in the VP initiated rehabilitation plan does not ensure or influence whether or not their claim for liability will be accepted.
  • They will not be able to access other DVA entitlements or benefits including household services, compensation payments, health treatment (other than under NLHC).
  • The intent of the VP initiated rehab plan is to assist in putting measures in place to ensure they are getting the knowledge and assistance available to start getting their life back on track, and it is not intended to pressure them to obtain employment until they are ready and have appropriate medical clearance.
  • Participation is compulsory for those in receipt of VP, but the main focus is that rehabilitation provides the opportunity to work collaboratively with a skilled rehabilitation provider to ensure suitable and achievable goals are set in relation to the client’s current situation.

Rehabilitation providers and coordinators need to be fully aware that while participating in rehabilitation is compulsory for this client group, these clients are most likely vulnerable and unlikely to be able to focus on much other than the outstanding claim decision and basic requirements like housing and treatment. Expecting the clients to be fully engaged in their future goals may not be realistic at this point. However, it is important to discuss with the client what once a condition is accepted and that barrier is removed, moving forward will require future goal setting and full engagement in the rehabilitation process.