Client Services Training Review – Department of Veterans’ Affairs

Project Info


  • Department of Veterans' Affairs

Client Type

  • Commonwealth department

Financial Year

  • 2018-19

Health Areas

  • Veterans
  • Workforce

Services Provided

  • Evaluation
  • Health program evaluations
  • Workforce development


  • National

[NB: summary copied from Jobs master]

Prompted by the Senate inquiry, The Constant Battle: Suicide by Veterans, which highlighted the need for all Department of Veterans’ Affairs (DVA) staff interacting with veterans to have appropriate up-to-date training, DVA engaged HMA to conduct a review of their training programs and investigate how DVA might better support staff, particularly those working with veterans. This involved:

  • conducting a situation analysis, including a literature scan
  • stakeholder consultation with DVA branch and division heads
  • facilitation of focus groups with DVA client services staff
  • review of training program content against identified core competencies
  • analysis of training attendance data of face-to-face and online learning programs, and
  • gap analysis of key competencies and learning and development activities.

This project was completed in November 2018.