Prioritising claims for allocation to a delegate

This chapter outlines the process to be used by Client Benefits staff when determining if a claim warrants prioritisation.

The Claims Prioritisation Assessment Tool (the tool) is used to consistently and fairly decide if a claim should be allocated to a delegate as a priority.

The tool can also be used by any team within the department (including VAN or Health Approvals) and is for internal use only and should not be sent to a client or their representative.

Contacts for complex cases

Triage and Connect is a centralised referral point for vulnerable and complex clients within DVA’s Client Support Framework. For abuse claims, the Specialised Case Team (SCT) works with social workers to provide support to the client. However, if a complex matter was then identified (for a matter unrelated to the SCT case) the client may be referred to Triage and Connect.

Referrals are made via Single View of Person (SvoP) by completing a referral.