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15.2 Roles and Responsibilities

Last amended 
7 May 2021

The role of a provider is to assist clients in achieving desired outcomes through a whole-of-person rehabilitation program. Providers are responsible for assisting clients to develop high level goals by identifying expected outcomes and then monitoring progress. The provider should:

  • Make contact with the client within 7 days of receiving a referral from the Rehabilitation Delegate to undertake a rehabilitation assessment.
  • If rehabilitation needs are identified, complete the client’s Rehabilitation Plan within 21 days from initial contact regarding the rehabilitation assessment.
  • In collaboration with the client, identify their rehabilitation needs by using a thorough assessment, develop rehabilitation goals, desired outcomes and activities.
  • Assist the client to achieve their goals by working collaboratively with clients within the Goal Attainment Scaling (GAS) model.
  • Ensure all relevant stakeholders have signed the Rehabilitation Plan before seeking final approval from the Rehabilitation Delegate.
  • Regularly liaise with the Rehabilitation Delegate to update them on progress, in particular on specific issues or barriers.
  • If the client is unable to complete the GAS score at closure, providers should complete this information on the client’s behalf, to the best of their knowledge.
Rehabilitation Delegate

The role of the DVA Rehabilitation Delegate is to ensure clients achieve their goals by liaising with providers, and by monitoring client progress. Rehabilitation Delegates are responsible for reviewing rehabilitation assessment reports and approving an individual's rehabilitation plan, but are only required to do so once they are satisfied that the goals are achievable and will assist the client to achieve desired outcomes.

The Rehabilitation Delegate is responsible for transposing information from the documentation submitted by rehabilitation providers, into R&C ISH. This information includes goals, activities for each goal and GAS scores.


DVA clients already have a number of rights and responsibilities relating to the development and undertaking of their rehabilitation plans. More information about these rights and responsibilities can be found in chapter 13 of this library and in the relevant rights and obligations forms available through the DVA forms portal. D1395 outlines a person's rights and obligations when participating in a return to work program. D1396 is to be used for clients who are participating in a non-return to work program.

Rehabilitation Goals are what the client wants to achieve through their rehabilitation plan.  They will have a vocational, medical management or psychosocial focus.  An example for each is provided below.

  • Vocational goal – return to sustainable part-time work.
  • Medical Management goal – identify appropriate medical professionals in my local area and start accessing treatment regularly.
  • Psychosocial goal – to increase level of social activity and community participation.

A client may be working towards a mix of vocational, medical management and/or psychosocial goals concurrently, or may initially focus on achieving specific types of goals (e.g. medical management goals) before moving on to others. This will be determined by what is most appropriate for each client given their individual circumstances and needs.