10.8.2 Communication protocols

To improve the management of rehabilitation requests and enquiries from the ADFRP all requests should include details of the rehabilitation provider assessment and recommendation that has led to the request.

DVA has a whole of person approach to rehabilitation. It also supports the intention that DVA maintain visibility of approach with the ADFRP, while still providing access for clients to benefits they are entitled to and which provide a  range of support to meet their needs while they adjust to the service related conditions or injuries.

In most cases, serving members with a compensable injury making direct contact with DVA to request assistance with rehabilitation services should have an assessment to identify their needs. It is important to note that it is a mandatory requirement under sections 325 and 326 of the MRCA that an assessment of the person’s needs be conducted before any DVA compensation can be paid. Once the assessment has been conducted, and if a rehabilitation need has been identified, the client should be referred to the ADFRP for rehabilitation assistance. This is because Defence is the person’s rehabilitation authority. In these circumstances, the delegate should:

• access the Defence rehabilitation request letter from CADET;
• complete all relevant sections of the letter; and
• forward the completed letter to the email at the top of the letter to adf.rehab@defence.gov.au

This letter should be saved in the client’s file in the Y drive and a note in the Employee notes of the MRCA Defcare shell case should identify that the client has been assessed for rehabilitation assistance and a referral has been sent to Defence, and that the provision of specific services will be considered pending a request for assistance by Defence, as the serving member’s rehabilitation authority.

The request letter asks that the ADFRP inform the DVA Rehabilitation Coordinator in the client’s location of any determination in relation to the client’s rehabilitation. The outcomes of the ADFRP rehabilitation assessment should determine the clinical need for the recommended services to be provided by DVA.

In cases where urgent assistance is required for a serving member who has made contact with DVA directly (e.g. for immediate attendant care or household services post surgery) it may be preferable to progress the request by providing the household services or attendant care forms direct to the serving member. The forms would need to be completed by the treating Medical Officer or the treating Occupational Therapist. This would form the basis for the interim approval which could provide assistance, pending a request from the ADFRP, for assistance to be provided to the serving member. All correspondence prior to the ADFRP request should be saved in the client’s Y drive file. Once the ADFRP request is received, a rehabilitation case can be opened and processed in Defcare.