RSL Queensland Annual Report 2020

41 RSL Queensland Annual Report | 2020 By changing our service delivery model, we have been able to increase utilisation of our existing services and lead the sector in adopting impact measurements. The positive results of this change will be evident in client outcomes in the coming years. As RSL Queensland continues to evolve our approach to services, and the services we deliver, we will remain focused on the overarching goal of improving the quality of life of veterans and their families. This is because veteran wellbeing is at the core of everything we do. DVA Claims Understanding the Department of Veterans’ Affairs (DVA) claims process can be confusing, time-consuming and stressful. RSL Queensland’s qualified and dedicated Compensation Advocates provide guidance, advice and support throughout the DVA claims process. Our Advocates ensure the most beneficial wellbeing outcomes are achieved by establishing the details of a claim, doing much of the behind- the-scenes legislation navigation, and helping complete and lodge paperwork. While a claim is being determined, our Advocates will keep in touch with the veteran, providing updates and reassurance. If a claim is unsuccessful, our team assists with an appeal to the Veterans’ Review Board (VRB) or Administrative Appeals Tribunal (AAT). Our advocacy assistance is free and is available online, in person and over the phone for current and ex-serving Defence members. In 2020, RSL Queensland fundamentally altered the service approach to this cornerstone offering by providing a digital claims service. This resulted in an increase of 22 per cent on the previous year, with a huge 5,334 claims lodged on behalf of veterans. Building Brighter Futures Annual Highlights BUILDING BRIGHTER FUTURES Continued on next page