40.1.5 Highlighting Defence Requested Priority - Existing Claim

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 email address which will be managed by the R&C Liability and Registrations area.  A copy of the Defence email request is to be copied and saved into the client’s UIN container in HP content Manager. Staff in the R&C Liability and Registrations area will check VIEW/ R&C ISH to identify if the client has been assigned to CLU or Case Coordination and if so will discuss the request with 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 regarding the request, but will identify the delegate responsible for the claim and discuss the request.  The R&C Liability and Registration staff will need to provide an explanation in writing or call the Defence staff member to clearly explain the process for establishing authority via the Request For Priority Processing form. Any written correspondence should be saved in the client’s UIN container in HP Content Manager and relevant case notes should be made in R&C ISH. This includes any phone contact undertaken.

If authority has been given, staff in the R&C Liability and Registrations area will identify the status of the claim in R&C ISH before transferring the call to the responsible delegate.  The R&C delegate will then provide a status update to the Defence caller, or provide written acknowledgement regarding the new Defence requested priority, and assure Defence the claim will be processed in accordance with the priority guidelines as listed above. 

Whenever a Request For Priority Processing form is received from Defence it is to be saved into the client's UIN container in HP Content Manager in line with other documents received electronically from Defence via the SAM process.  R&C ISH should be updated to indicate a 'Defence Priority Request'. In addition to this, a note is to be put into VIEW under 'Important Information' advising that Defence have the client's authority to discuss their claim.  This enables all R&C, Client Contact Support (CCS) and VAN staff to be able to identify this information quickly and easily.