If the claim was lodged outside of MyService, the front end support officer must look for POI on DVA’s systems and request POI where required. 

Before creating a new client, conduct a thorough search to prevent duplicate records being created. 

All new clients (and their representatives) must be created in Process Direct (PD). Client details must be entered in a sentence case, for example, Mr Army Veteran, and not in all CAPITALS, or all lower case, for example, MR ARMY VETERAN, or mr army veteran. 

There are various letters that can be generated throughout the needs assessment process.

All DVA client’s access health care through a DVA Health Card without the need to pay up-front and later seek reimbursement. Veterans will present their DVA Health Card at the time of receiving medical treatment, and payments will be made directly to health providers via the Medicare system.

Once the needs assessment is complete, the RoC should be generated via R&C ISH and provided to the client or their representative.

Case notes made in R&C ISH are for internal use only and should not be published in the RoC. 

The needs assessment should be completed within 14 days of acceptance of liability or notification of a change in circumstances.

The needs assessment interview can be carried out over the phone or in person.

Some R&C ISH letters are displaying spelling and punctuation errors in the veteran’s first or surname in the salutation and address lines. 

For example, if the veteran’s surname has an apostrophe, i.e. O’Connor etc., the second letter may appear in lower case and show in the letter as O’connor, o’connor, oconnor etc. Additionally, if the veteran’s first and/or surname is hyphenated, for example, Billy-Joe, this may appear as Billy-joe etc.