Rehab@DVA — Vol. 5 No. 8 — October/ November 2019

Last updated: 
5 March 2020

Program Management update

Provider Procedural Guidelines

DVA is continuing to release new and updated Provider Procedural Guidelines (PPGs) to support rehabilitation providers and consultants who deliver services for DVA clients. The following PPGs and accompanying Quick Reference Guides will be available from mid-to-late October 2019 on the DVA website:

  • Vocational Rehabilitation Services PPG and Quick Reference Guide
  • Vocational Assessment PPG and Quick Reference Guide

The following were completed and provided in the August/September 2019 issue:

  • Rehabilitation Consultant Registration PPG and Quick Reference Guide (see 'New consultant registration process and form' for further information on changes to the consultant registration process)
  • Initial Rehabilitation Assessment PPG and Quick Reference Guide
  • Rehabilitation Plan Development PPG and Quick Reference Guide
  • Rehabilitation Plan Administration PPG and Quick Reference Guide
  • Rehabilitation Plan Closure PPG and Quick Reference Guide

PPGs and Quick Reference Guides are available at Rehabilitation Service Provider. As they are continuously being reviewed and improved, please ensure you access them directly from Rehabilitation Service Provider so that you are always referring to the latest version.

New consultant registration process and form

In September 2019, DVA released a new Consultant Registration PPG, Quick Reference Guide and D9255 form.

Please ensure that you use the new D9255 form for all future consultant registration applications — the most up-to-date version can be accessed via DVA Forms. DVA is no longer accepting consultant registration applications that have been completed on old versions of the D9255 form.

Please ensure that the form is completed in full with particular attention to both of the following:

  • the consultant's discipline ('Rehabilitation consultant' is not an acceptable response)
  • the location that the consultant will be servicing

All applications must be submitted by the DVA Relationship Manager or other nominated representative to rehab.service.providers [at] as consultants are not permitted to submit their own forms.


DVA Stakeholder Engagement Manager update

DVA has recently appointed Angela White as its new Rehabilitation Stakeholder Engagement Manager (SEM). A big thank you to Tania Morfey for establishing the position nine short months ago and being a reliable single point of contact for providers on day-to-day policy and procedural issues.

Angela has been with DVA for 15 years and has worked across several areas of the organisation. Angela joined the Rehabilitation Services Section in 2013 as a Team Leader of the Rehabilitation Team in Adelaide. After returning from Parental Leave, earlier this year, she has been responsible for consolidating the household services function into a national team based in Adelaide.

Although Angela has now officially taken over the SEM role, Tania will still be attending all the scheduled September/ October 2019 visits to the state and territory locations, alongside Angela. This will enable an effective handover of the role and build on those necessary relationships going forward.

A reminder to ensure all relevant emails are sent through to rehab.sem [at]


Contract Manager update

Hello all, I'm Peach Reid, the new DVA Rehabilitation Provider Contract Manager. Over the next few months, I will be providing you with information and updates in the contract management space and what this means for you, as providers and consultants.

Currently, I am in the final stages of developing PPGs for contract management, and audit and compliance, and am expecting them to be rolled out in October 2019. These PPGs will outline the approach DVA plans to take in managing its contractual relationships with providers, and how it will coordinate and implement compliance activities. I encourage all DVA relationship managers to read and disseminate to consultants as appropriate.

Also in October 2019, providers will receive the Quality Report templates and supporting information. This report will be accompanied by a Quick Reference Guide (QRG) on key performance indicators (KPIs) to interpret key terms and outline the type of information that needs to be reported.

The reporting template is being designed in an easy-to-use format with an instruction page that details the reporting requirements for each KPI.

The scheduled release in October 2019 will allow providers the time to read the documentation and formulate any questions they may have before the implementation date of 1 November 2019. I envisage an initial one-month trial of KPI data reporting before moving to a quarterly reporting system. The reporting template is to be completed by providers and returned to the DVA.

I will be in touch with more information closer to the release date. In the meantime, please forward any contract management questions or issues to RPIP [at]

Please be reminded that all requests regarding third party access to client information must be requested and approved in writing by DVA.


Single Operating Model Project

When the Single Operating Model (SOM) Project concluded on 30 June 2019, it was identified that over 35 additional procedural documents were required. These documents will cover topics outside of standard business as usual rehabilitation, but will address the need for consistency in decision making. To ensure the SOM objective is upheld, the Rehabilitation Support Team has been made a permanent fixture of Rehabilitation Services Section to ensure efficient and effective approaches across sites. The team works closely with stakeholders to ensure consistent communication is maintained.

Work has commenced in the Quality Assurance space which will inform future best practices, with a focus on continuous improvement and compliance with published procedures. The team is also responsible for training, support for requests for information, client feedback and providing support to delegates regarding complex clients and escalations. The Rehabilitation Support Team aims to ensure that Rehabilitation delegates have the tools to provide a consistent service approach to achieve successful outcomes for clients based on their individual needs.


Rehabilitation Provider Information Session — save the date

The next Rehabilitation Provider Information Session (RPIS) has been scheduled for Thursday, 14 November 2019 from 2.30pm to 4:00pm AEST. Invitations containing further information including a sneak peek at Agenda Items will be issued shortly via DVA Relationship Managers. Videoconferences will be held at our state, territory and regional office locations.

The RPIS aims to create a collaborative environment where providers and consultants across Australia are updated on current and upcoming DVA policies and initiatives.


DVA Rehabilitation Program Geo-Mapping Survey — thank you

DVA rehabilitation program word cloudWe would like to say thank you to providers for taking the time to complete the DVA Rehabilitation Program Geo-Mapping Survey. Your responses have been very helpful in providing us with an up-to-date record of the regions serviced by your organisations. This information will also help ensure that ongoing services delivered as part of DVA rehabilitation meet the needs of our veterans.


DVA National 10,000 steps challenge 2019 — The Second World War

logo for 10,000 steps — Department of Veterans' AffairsDVA will be coordinating its fourth National 10,000 steps challenge in 2019. The theme for this year's walking challenge is 'the Second World War' and is scheduled to kick off on Monday, 11 November, finishing on Sunday, 8 December 2019.


The broader veteran community, including current and ex-serving members and their families, are warmly invited to participate in this fun and engaging virtual walking challenge.








National ESO winning team 2018 Bayside Blitz team, holding the ESO 10,000 steps trophy on behalf of Swansea RSL Sub-Branch

Walking is one of the easiest and most enjoyable ways of staying active and maintaining our health and wellbeing. This year we have made it easier than ever to participate, all ages are welcome, from under 20 to over 80, and we have a place for everyone.

Walking challenges are a great way to connect with your friends, family or club members in a spirit of friendly competition. You can challenge others or just challenge yourself; our instant quizzes and team challenges will exercise your mind as well as your body.

For more information or to express an interest to participate, visit DVA 10K Steps or email 10Ksteps [at] or call 1800 555 254 and ask for the DVA National 10k Steps Coordinator.


Remembrance Day

A reminder that remembrance day is next month.

'In Flanders Fields' Poem, Remembrance Day

To read the poem, visit In Flanders Fields (the poem).