RSLQ 2021 Annual Report

        41 Annual Highlights Building Brighter Futures Continued on next page RSL Queensland Annual Report | 2021 “Our services for veterans are driven by data and research, and tailored to their specific needs throughout their Defence journey. Critically, our services aim to provide support for life events that occur for the veteran and their family throughout their serving career and life beyond service.” STEVE SPICER General Manager Service Delivery, RSL Queensland R SL Queensland takes a holistic approach to supporting veterans. To complement our services, we partner with several groups and organisations that offer specialist expertise or treatments to support the physical and emotional recovery of veterans. Justice and Safety DVA CLAIMS Our expert Compensation Advocates guide veterans through often confusing, time-consuming and stressfu l DVA claims processes to help them get the most beneficial outcome. In 2021, 6,958 DVA claims were lodged by RSL Queensland on behalf of veterans, their partners and dependants. Our advocacy assistance is provided free-of- charge to veterans and is available online, in person, and over the phone. We also assist veterans in navigating DVA’s MyService online platform. BUILDING BRIGHTER FUTURES General Intake and Assessment When a veteran or their partner comes to us, they undertake a General Intake and Assessment (GIA), which was piloted in 2020 and rolled out across all our services by June 2021. The GIA was designed to enable us to understand each veteran’s needs, based on what they request and their preferences. The result of the questionnaire is a tailored service plan and automated referrals connecting them to services or providing further information based on their preferences. Part of the GIA process provides those seeking support the opportunity to complete the Personal Wellbeing Index, a survey that subjectively assesses the veteran’s personal wellbeing, giving a quality of life measure. Taken prior to engaging with our services and again after the delivery of the service, the GIA helps us understand the impact of services, providing data to maximise outcomes and improve our programs for existing and future veterans and their families. Importantly, this new process demonstrates that we heard veterans can feel overwhelmed navigating service organisations, so we’ve invested in a service approach that streamlines service access. Ultimately, we empower veterans and their families to take control of their own lives by standing alongside them, providing support, encouragement, and specialist assistance when required. Veteran needs are clasified under these eight domains of wellbeing.