From the Department
Alison Frame
Secretary, Department of Veterans’ Affairs
The Government recently released its response to the Final Report of the Royal Commission into Defence and Veteran Suicide.
The response outlines significant reform across Defence and the veteran support system. DVA is committed to enacting the Government’s response and delivering on the recommendations accepted by the Government.
The Government has agreed or agreed-in-principle to 104 of the Final Report’s 122 recommendations. It has also noted for further consideration 17 recommendations. Working through those recommendations, many of which intersect one another, will take time, especially as we will need to work closely with other agencies and the veteran community.
The Government’s response is a blueprint for reform to not only address suicide and suicidality in the veteran community, but also to improve veteran wellbeing in many other areas.
It provides clear direction to the Department on priority work for the years ahead and marks the start of a new chapter in how DVA supports the veteran community. The Department has undertaken significant preparatory work so that it is well placed to quickly enact the Government’s response and we now look forward to getting on with the job so veterans and veteran families are better supported now and in the future.
DVA is on a journey of continual improvement to the way we work and 2024 has seen some significant developments in this regard.
With more than 81,000 women in Australia who have proudly served in the ADF, I am pleased to share that we have started work on a Women Veterans Strategy. We know that women veterans can face issues accessing support services in a system traditionally designed for men. Building on the important insights of the Women Veterans Policy Forum and the national gender equality strategy, Working for Women, DVA is looking at ways to tailor and improve our support and the way we work for women veterans.
There are some other innovations on which I am pleased to provide an update.
In October, the Department began a 6-month trial which allows radiologists to claim MRI scans for eligible clients referred by a GP without needing to seek prior approval from DVA. This reduces administrative burdens and wait times.
DVA has also significantly improved our timeliness in processing Household Services and Medical Compensation assessment invoices from service providers following increased levels of demand. From 30 September, we transitioned all providers to the online Provider Upload Portal and then implemented significant enhancements to the portal, which now receives over 90 per cent of invoices, allowing DVA to process all invoices in under 20 days.
In another example of innovation, the Claims Lodgement Support Model is now in operation at 5 locations (ESO centres) in Western Australia. In early 2025, an online model will be in operation via the Woden Valley Veterans’ Support Centre. This work to date has delivered positive outcomes for veterans and ESO advocates and has strengthened the relationship DVA has with ESOs and their members. We are looking forward to expanding this approach to other states and territories in 2025.
In partnership with ESO groups, we have commenced this scalable model, under which experienced DVA claims processing staff work directly on site in ESOs with advocates, veterans and families to help them prepare and lodge their compensation claims with DVA. The work of the model assists veterans to better understand legislative requirements, lodge more complete claims, and informs veterans of the steps used to determine claims.
In a further initiative, DVA has teamed up with RSL Queensland to facilitate advocate and delegate information sharing sessions in Brisbane, Townsville, Sydney, Hobart and Currumbin. DVA claims staff engaged with advocates from a variety of ESOs to discuss topics such as the claims process, the role of Claims Support Officers, Incapacity Payments and Special Rate Disability Pensions. The feedback has been very positive and we are considering locations for future sessions.
I am also excited that DVA is including 4 ADF members, 3 veterans, 1 veteran family member, and 2 Gallipoli Scholars or 2 Sir John Monash Foundation Scholars, as part of the teams delivering the 2025 Anzac Day services at Gallipoli in Türkiye and near Villers-Bretonneux in France. Selection of the veterans and veteran family members who applied through an Expression of Interest process is underway and will be finalised shortly. This initiative is a first for DVA and will provide an opportunity for veterans to directly participate in commemorative events overseas.
As 2024 draws to a close, I thank you for the assistance you have provided to the Department this year. I think we can be proud of what we have achieved together. I wish you all a very happy Christmas and a wonderful New Year. Have a restful break and I look forward to working with you again in 2025 to continue and expand our efforts to improve the services and support we provide to the veteran community