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DVAnce Version 6 Upgrade – VAN & OBAS CCF Guide
Recording the next interaction:
If the next call or counter interview is Client Specific:
Record the DVA File Number, conduct a Person Search and
access the client’s Home Screen;
Access their Communication tab and record the interaction as
per standard work practice.
If the next call or counter interview is Non Client Specific or relating
to a Prospect or a Potential Client:
Access the Call Type tab and select either A Potential Client or
Non-Client Specific;
Record the interaction as per standard work practice.
Recording a Change of Address notification
Recording a Change of Address involves the following 3 basic steps:
Step 1 – Access the client’s record, create a new communication
and access the CCF Change of Address script;
Step 2 - During the execution of the CCF Change of Address script
access the client’s Addresses screen and perform the
address change using IQ Rapid;
Step 3 - Return to the CCF Change of Address script and complete
the communication.
During these steps the VAN Officer will move between tabs – you must
be careful to access tabs correctly and not to accidently close the tab.
The CCF communication is the client’s (or their representative’s)
authority for their address to be changed.
Note: Where the address change is for both the Veteran and Spouse
(or defacto) care must be taken to ensure that the correspondent has
the authority to change the address for both members of the couple.
Created by the a
DVAnce Learning Management Team October 2012
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