There are a number of different representatives DVA engages with.
Generally, the way we engage with these representatives is the same. However, if a client is represented by a family member or trusted friend, it may be necessary to provide more detailed explanation around claims processes.
Client Benefits staff regularly engage with client representatives when processing claims. Consistent engagement with representatives is critical in maintaining high levels of service delivery.
This chapter provides information about the different types of client representative arrangements and procedures on how staff should interact with them.
A pre-determination call plays a crucial role in the claims process as it ensures procedural fairness obligations are being met. It humanises the process, provides the client an opportunity to ask questions, clarify information and offer additional supporting documentation to support the claim.
Progress updates are touchpoints that keep clients informed and engaged through the duration of their claim assessment. The timeframe for claim progress updates should be established with the veteran as part of the initial phone call.
Claims progress updates are an opportunity to provide:
Staff must make reasonable effort to contact clients to obtain additional information or evidence.
All contact attempts must be recorded as a case note in R&C ISH, or the heritage processing systems where appropriate.
Each call is an opportunity for staff to represent values and professionalism of the Department in their interactions with clients, their representative or their family. Each interaction should be professional, respectful and show a genuine effort to build rapport and provide a quality experience.
The surname, location or individual email address of a DVA staff member should never be disclosed to clients or representatives. If a client telephones the department and asks for a specific delegate, staff may only disclose the first name, generic mailbox and position number of the delegate.
Signature blocks should have sufficient information to:
All service delivery staff must include the staff member’s first name and position number, rather than the staff member’s full name.
DVA recognises that some claimants may experience feelings of uncertainty during a claim for compensation. Regular communication throughout the claims process can alleviate a significant amount of concern and worry and help to improve their DVA experience.
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