3.12.5 Communication

Rehabilitation Providers role in managing client expectations

As with all DVA Rehabilitation Plans, managing a client's rehabilitation expectations is key to successful outcomes. This is especially so with Veteran Payment initiated rehabilitation plans. 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 Veteran Payment rehabilitation clients and their families understand that:

• Participation in a Veteran Payment 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 Veteran Payment 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 Veteran Payment and assessed as having rehabilitation capacity, 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 Delegates need to be fully aware that while participating in rehabilitation is required 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 a Veteran Payment rehabilitation client to be fully engaged in their future goals may not be realistic at this point. However, it is also important to discuss with the client that after their condition is accepted, moving forward will require future goal setting and full engagement in the rehabilitation process.

Keeping the client informed

Keeping the client informed is essential to their participation in the rehabilitation process. The standard requirements are outlined in section 3.7.2 in this library. 

However, the following differences for Veteran Payment rehabilitation should be noted:

• The Rehabilitation Provider is required to contact the client within 3 business days of the referral.
• The Rehabilitation Provider is required to submit either a completed assessment report or interim immediate needs report within 6 business days of the referral.

Recording and reporting

Rehabilitation Providers will use all existing forms to submit their reports and requests to DVA, as per normal processes. This includes ensuring that progress reports are submitted (if applicable) as necessary and a final closure report must be submitted. Further information is available at section 3.8 in this library. DVA staff are to use R&C ISH to record rehabilitation claims, as per normal processes.

Note: The exception to the above is that if an immediate needs assessment is being conducted instead of a full assessment, this does not need to be on the standard form.