DVA: Worker compliance

This guide explains how to set up and maintain Helper verifications in Lookout so that DVA Members are matched only with Helpers who hold the right checks, registrations and qualifications. It also covers expiry dates, renewals, and how compliance relates to DVA Community Nursing claiming.

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Overview

This article takes a Staffer through setting up DVA verifications and requisites, recording them on Helper profiles, assigning them to Members, and managing renewals over time.

Why it matters

DVA Members are veterans and their families, and many have complex clinical and personal care needs. Keeping compliance records accurate matters for three reasons:

• Member safety: Every Helper who enters a Member's home has been checked and is qualified for the care they provide.
• Your obligations as a provider: DVA expects you to make sure the people delivering services meet the program's requirements. If records are missing or out of date, you could be at risk during an audit or contract review.
• Claiming confidence: DVA Community Nursing claims are built from completed Visits. Each claim line is labelled with a worker type based on the service delivered, not the Helper who delivered it, so your compliance records are your evidence that the right Helper delivered each Visit.
  
  
  
  

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Before you start

To complete this process, make sure:

• You are assigned an Access role as a Staffer, with permission to manage Verifications and Helper records.
• Your DVA Members have been set up, including their DVA details and referrals. See DVA: Set up and configuration.
• You know which checks, registrations and qualifications your organisation needs for DVA work. Check your obligations under the current DVA Notes for Community Nursing Providers, your DVA contract and your organisation's policies.
• You have each Helper's evidence documents on hand, such as registration details, certificates, check results, document numbers and expiry dates.
• You know whether your organisation uses the Member contacts & dashboard enhancements. If you're unsure, check the Release Hub or ask your Admin.
  
  

Managing Helper compliance in Lookout

Lookout manages Helper compliance with three building blocks:

Building block	What it is	DVA example
File types	The kinds of documents a Helper can provide as evidence.	AHPRA registration certificate.
Verifications	A single check, registration or qualification a Helper can hold.	AHPRA Registration (Registered Nurse).
Requisites	A group of verifications a Helper must hold to work with a Member.	DVA Clinical Care Nurse.

You give each Member one or more requisites. Lookout then compares each Helper's verifications with the Member's requisites when you match, contract and roster Helpers.

 

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Step-by-step instructions

Step 1: Set up Verification File types

File types describe the kinds of documents Helpers can provide as evidence.

• From your main home dashboard, open ⚙ Settings. Under Verifications, click File types.
• Select + New verification file type.
• Enter a Title, such as AHPRA registration certificate, National Police Check certificate or Certificate III in Individual Support.
• Click Save.
• Repeat these steps for each type of document you accept.
  
  

 

Step 2: Set up DVA Verifications

• From ⚙ Settings, click Verifications.
• Select + New verification.
• Enter a Title, such as AHPRA Registration (Registered Nurse).
• Under File types, choose the documents that can serve as evidence for this verification.
• Set the Document number requirement:
  • Required: A document number must be entered, for example an AHPRA registration number.
  • Optional: A document number can be entered but isn't needed.
  • Disabled: There's no document number field.
• Click Save.

These verifications are commonly used for DVA work. Check them against your own obligations:

Verification	When it's commonly needed	Document number
National Police Check	All Helpers entering a Member's home.	Required.
AHPRA Registration (Registered Nurse)	Clinical care Visits.	Required.
AHPRA Registration (Enrolled Nurse)	Nursing care delivered under Registered Nurse supervision, where your organisation allows it.	Required.
Relevant qualification (e.g. Certificate III in Individual Support)	Personal care Visits delivered by nursing support staff.	Optional.
First Aid / CPR	Personal and clinical care in the home.	Optional.
Driver's licence and comprehensive car insurance	Helpers who drive to Visits or transport Members.	Optional.
Vaccinations	Where your organisation's policy requires them.	Disabled.

 

 

Step 3: Create DVA Requisites

• From ⚙ Settings, under Verifications, click Requisites.
• Select + New requisite.
• Enter a Title, such as DVA Clinical Care Nurse.
• Under Verification, select every verification a Helper must hold. A Helper needs all of the verifications you choose. Holding only some of them isn't enough.
• Click Save.

 

Step 4: Record verifications on a Helper's profile

• Open the Helper's profile and go to the Verifications tab.
• Select Add verification.
• Under Type of verification, choose the verification, such as AHPRA Registration (Registered Nurse).
• Under File to use, upload a new file or select one already on the Helper's profile, then choose its file type.
• Enter the Verification document number if the verification asks for one.
• Set the Expiry date, or select No expiry if the verification doesn't expire.
• Click Save.

Each verification shows a status:

Status	What it means
Verified	The verification is current with more than 90 days until expiry, or has no expiry date.
Almost expired	The verification expires within the next 90 days. The number of days left is shown.
Expired	The expiry date has passed.

The Verifications tab also shows Meets matching requirements, which lists each requisite the Helper currently meets.

With Member contacts & dashboard enhancements turned on, the Helper's dashboard is simpler:

• Less-used panels move into the Helper's Settings. For example, a Helper's contracts with Members are now under Settings → Contracts.
• Contractor-only content is hidden for Helpers who aren't contractors.

The Verifications tab stays where it is, so these steps are the same in both layouts.

 

Step 5: Assign the requisite to DVA Members

• Open the Member's dashboard and find the Matching card:
  • With Member contacts & dashboard enhancements turned on, the Matching card is near the top of the dashboard.
  • Without the enhancements, scroll down the dashboard to find it.
• Next to Requisites, click Edit and select your DVA requisite, along with any other requirements the Member needs.
• Click Save.

Once a requisite is assigned:

• Only Helpers who meet all of the Member's requisites appear as eligible matches.
• If you contract a Helper who doesn't meet them, a warning tells you which requirements are missing.
• When you choose a Helper for a Visit, any Helper who doesn't meet them has a note next to their name, for example "is not verified for DVA Clinical Care Nurse".
• Existing contracts with Helpers who no longer meet the requirements are flagged with their Missing requirements.

 

Step 6: Manage expiry and renewals

When renewals are turned on for your organisation, Lookout manages the process through a ticket:

• Renewal ticket created: When a Helper's verification is within 90 days of expiry, Lookout creates a renewal ticket. It's assigned to your team and due on the earliest expiry date. If several of a Helper's verifications are expiring, they're grouped into one ticket.
• Helper notified: The Helper receives a "You have expiring verifications" notification in the Lookout app.
• Reminder sent: If the Helper hasn't provided new evidence 30 days before expiry, they receive a reminder notification.
• Helper uploads new evidence: The Helper uploads the new document in the Lookout app, and a comment is added to the ticket so your team knows it has arrived.
• Staffer reviews: Open the ticket and review the new document:
  • Approve it and enter the new expiry date. The Helper's verification is updated with the new file and date, and the Helper is told it has been approved.
  • Reject it and enter a reason. The Helper is told why and can upload a new document.

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Common scenarios and examples

Example 1: Onboarding a new Registered Nurse

Priya is joining your team as a Registered Nurse for DVA community nursing.

• Open Priya's profile and go to the Verifications tab.
• Add AHPRA Registration (Registered Nurse) with her registration certificate, registration number and expiry date.
• Add National Police Check and First Aid / CPR with their documents, other training documents and expiry dates.
• Check that Meets matching requirements shows DVA Clinical Care Nurse.

Priya now appears as an eligible match for DVA Members with clinical care requisites.

 

Example 2: A police check is about to expire

Tom's National Police Check expires in 85 days.

• Lookout shows the check as Almost expired and creates a renewal ticket for your team.
• Tom gets a notification in the Lookout app, and a reminder if he hasn't uploaded new evidence 30 days before expiry.
• Tom uploads his new check result and a comment is added to the ticket.
• A Staffer opens the ticket, approves the document and enters the new expiry date.

Tom keeps meeting the requisite and his DVA Visits continue without interruption.

 

Example 3: A Member's referral changes

Margaret has been receiving personal care, and her GP issues a new referral that adds wound care.

1. Open Margaret's dashboard and find the Matching card.
2. Next to Requisites, click Edit and add DVA Clinical Care Nurse.
3. Click Save.

Her current personal care Helper now shows as not meeting the new requirement. Book clinical care Visits with a Helper who meets DVA Clinical Care Nurse.

 

Example 4: A warning appears when rostering

A Staffer picks a Helper for a clinical care Visit and sees "is not verified for DVA Clinical Care Nurse" next to the Helper's name.

1. Stop and check the Helper's Verifications tab.
2. If the registration has expired, choose another Helper and follow up on the renewal.
3. If the evidence is current but not yet recorded, update the verification first.

 

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Provider tips and best practices

Act on warnings: Lookout warns you but doesn't stop you from contracting or rostering a Helper who doesn't meet requirements. Make sure your team knows to stop and check when they see a warning.

Keep requisites up to date: If your DVA requirements change, update the requisite. Every Member it's assigned to picks up the change straight away, and Helpers who no longer meet it are flagged.

Use real expiry dates: Avoid No expiry for registrations and checks that need renewal.

Review your Helper types: If you turn on Member contacts & dashboard enhancements, check the Helper types your organisation offers in Settings. This decides which contractor-only information appears on Helper dashboards.

Handle documents carefully: Document numbers are stored securely, and verification files can contain personal information. Only share them with people who need them.

Use the change history for audits: Each Helper verification has a Changes history showing what was updated and when, which helps if DVA asks for evidence.

Archive with care: Archiving a verification or requisite removes it from future use, so check which Members and Helpers rely on it first.

 

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What Staffers and Helpers will see

For Staffers

• Can manage verification file types, verifications and requisites in Settings.
• Can add, edit and review verifications on each Helper's profile, including status, expiry and the requisites met.
• Can see a Member's requirements on the Matching card, which is near the top of the dashboard when the enhancements are turned on.
• See a setup prompt on any Member dashboard that has no matching requirements.
• Can approve or reject renewal evidence from the renewal ticket.
• See warnings when a Helper doesn't meet a Member's requirements.

 

For Helpers in the Lookout app

• Receive a notification when verifications are expiring, a reminder 30 days before expiry, and updates when renewal evidence is approved or rejected.
• Can upload new evidence for expiring verifications.
• Can see the reason if evidence is rejected, then upload it again.

 

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Troubleshooting

I can't find the Matching card on the Member's dashboard.

• If your organisation has turned on Member contacts & dashboard enhancements, the card is near the top of the dashboard.
• If not, scroll further down the dashboard.
• Check your Access role.

 

A Helper isn't appearing as an eligible match.

• Check the Helper's Verifications tab. Every verification in the Member's requisite must be recorded and not expired.
• Check Meets matching requirements to see which requisites the Helper currently meets.
• Check the Member's Matching card to make sure only the right requisites are assigned.

 

Any Helper can be matched to a DVA Member.

The Member probably has no requisites assigned. Look for the Matching requirements setup prompt on their dashboard and add your DVA requisite.

 

A Helper has all their checks but still doesn't meet the requisite.

• Make sure each check is recorded against the exact verification the requisite uses, not one with a similar name.
• Check that none of the expiry dates have passed.

 

I can't save a verification on a Helper's profile.

• If the verification asks for a document number, enter one.
• The Helper may already have this verification. Edit the existing one instead.
• Make sure a file is selected or uploaded.

 

Renewal tickets aren't being created.

• Check that the verification has an expiry date. Verifications set to No expiry never create renewals.
• Renewal tickets are only created within 90 days of expiry.
• Contact your Lookout representative to confirm renewal tickets are set up for your organisation.

 

A claim includes a Visit delivered by a Helper who didn't meet the requisite.

DVA claims are built from completed Visits and don't check Helper compliance. Review the Visit, the Helper's verifications at the time, and the service booked before you submit the claim.

 

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Still need help?

If you're still having trouble, contact our support team and include:

• Screenshots, if possible.
• The user's name and email.
• The exact steps you took.
• Any error messages you received.